Frequently Asked Questions

Multi Order

Additional passengers will be registered after checkout, Instruction will be provided in the order confirmation email.

You will receive all the tests in one parcel which will all need to be returned back together in the same prepaid packaging.

PASSENGER LOCATOR FORM REFERENCE

Your Passenger Locator Form Refence will be emailed to you after the order is completed.

It will be a 12-digit refence number starting with “OPTIM”

You can also log into your account on the below link to view it.
https://optimizedbodyandmind.co.uk/my-account/orders/

Instructions: https://optimizedbodyandmind.co.uk/customer-journey.pdf

REGISTERING PASSENGER DETAILS

After completing your order you will need to register all passenger details.

This can be done by logging into your account on our website by selecting the “My Account” Tab” or by clicking on the below link.

My Account

REGISTERING KIT

When you receive the Home Test Kit you will need to register the kit on our website to ensure you get the results.

If you do not register the kit, then we have no way of knowing that sample belongs to you.

You can register your kit by logging into your account on our website by selecting the “My Account” Tab” or by clicking on the below link.

https://optimizedbodyandmind.co.uk/my-account/orders/

This option will only be available once you have updated all passenger details 

Instructions: https://optimizedbodyandmind.co.uk/customer-journey.pdf

MISSING BARCODE

If the barcode is missing from the specimen collection tube then please include the below details on a piece of paper and return for the sample with the postage provided.

  • Order Number
  • Name
  • Sex
  • Date of Birth
  • Passport Number
  • Ethnicity
  • Home address
  • Email
  • Mobile Phone Number
  • Vaccination Status
  • Isolating Address
  • Test Type

DELIVERY

Our tests are dispatched via DPD next day Delivery.
Ordered Monday – Dispatched Tuesday
Ordered Tuesday – Dispatched Wednesday
Ordered Wednesday – Dispatched Thursday
Ordered Thursday – Dispatched Friday
Ordered Friday – Dispatched Saturday
Ordered Saturday – Dispatched Monday
Ordered Sunday – Dispatched Monday All tests come with a pre-paid Royal Mail returns postage that is required to be dropped off at a Royal Mail Priority Post Box.
Please ensure you note your tracking number.

CLICK & COLLECT

The test kits will need to be picked and dropped at the below address only.
326-340 Dunstable Road, Luton, LU4 8JS
Please ensure that you come with your order confirmation to hand.
Samples can be dropped in the Blue Sample Drop Box outside the main entrance.

Please Note: This is a Self-Test service only, there will be an extra charge of £5 for a supervised tests by one of our qualified members of the team.

HOME TEST KIT NOT RECEIVED

Please first check your DPD tracking number to track your parcel.
If you haven’t received your kit in 5 days then please contact our call centre and they will help to arrange a new kit to be sent out.

SPECIMAN COLLECTION

Follow the instruction provided in the Test kit.

MISSING BARCODE (PCR TESTS ONLY)

Please include the following on a piece of paper along with your specimen tube when returning your sample;
Order Number
Full Name
DOB
Phone Number
Type of Test (For example; Day 2)
Please also ensure you write your name and DOB on the specimen tube

TEST RESULTS

Test result will be sent via email as per the below timelines;
Same day Results – Same day before 11:59pm
Next day Results – Next day before 11:59pm
48 hours Results – 48 hours from samples reaching the Laboratory
If you have not received you results in these time frames then, please email the below details to info@optimizedbodyandmind.co.uk with subject title “Results Not Received” and this will be picked up urgently by a member of the team.
Order Number:
Full Name:
Number of kits purchased:
Please ensure you have registered your kit and have checked your junk mail.

Home Test Kits
If you have not received your results in this timeline, then first check that the sample has been received into the laboratory on the Royal Mail website (you will need your tracking number).
Lost or delayed postage is out of our control, and we will not accept any liability as a result.
You will receive all the tests one parcel which will all need to returned back together in the same prepaid packaging.

Multi order
Additional passengers will be registered after checkout, Instruction will be provided in the order confirmation email.
You will receive all the tests one parcel which will all need to returned back together in the same prepaid packaging.

RESULTS NOT RECEIVED

If you have:

  1. Registered your passenger details
  2. Registered your Kit
  3. Royal Mail tracking shows that the sample has been delivered to the Laboratory
  4. Have not received any results in the timeframes mentioned above

Then please email the below details to info@optimizedbodyandmind.co.uk with subject title “Results Not Received” and this will be picked up urgently by a member of the team.

  • Order Number:
  • Full Name:
  • Number of kits purchased:

About Website

REFUND POLICY

Test kits cannot be returned once received by you due to the risk of transmission of the virus.
We are not responsible for any tests that have been damaged or lost in the post.
We cannot provide refunds for any delays outside of our control such as delayed postage or delays from the laboratory.
No refunds will be issued due to regulations and advisories change from governments and public health organizations.

COMPLAINTS

For any complaints, please email the details for your complaints to complaints@optimizedbodyandmind.co.uk and we will respond within 7 working days.