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FAQ

  • When will my order ship?

If your order is placed before 12:00 PM PST Monday-Friday your order will ship that same day. Orders placed after 12:00 PM PST or over the weekend are processed on the next business day. For items that are pre-ordered, you will receive an email notification once the items you ordered are back in stock and preparing to ship.

 

  • Will I be notified when my order is shipped?

Yes, you will receive a shipment notification by email the day your order is shipped. This email will confirm the tracking number (where applicable) for your order. This notice will be forwarded to the email address provided at the time the order was placed.

 

  • Why am I unable to track my package?

Depending on the shipment method you chose, you may not have a tracking number. If you have chosen to ship with such methods as FedEx or USPS Priority you will be provided with a tracking number you can enter on the courier's website to track your package. Please note that First Class Shipments do not have a tracking number.

 

  • Can I pay by check/money order?

Unfortunately we do not offer the option to pay by check or money order at this time. We do accept Visa, MasterCard and American Express however.

 

  • When will my credit card be charged?

Your credit card will be charged when your order is packed and ready to be shipped.

 

  • Why are my items on pre-order?

We try to keep all items in stock, however on occasion an item may be temporarily out of stock. When an item is out of stock, you will have the option to “Pre-Order” the item with the expected arrival date being listed in the description. Once the item that you have pre-ordered arrives back in stock, you will receive an email notification letting you know that we will begin processing your order at that time.  

 

  • Do I have to create an account to place an order?

No, you do not need to create an account to purchase from LiveWellTesting.com. The option to create an account is to make it convenient for you, with billing & shipping addresses being saved for future orders. You may however place your order as a guest without needing to create an account with us.  

 

  • Do I need to create an account to add items to my Wish List?

Yes, you do need to create an account in order to add items to your Wish List. However, you are under no obligation at any point to purchase any items that you have added to your Wish List. The sole purpose of the Wish List is to simply make it easier for you to keep track of items you are interested in. 

 

  • How do I redeem a gift certificate I received?

To redeem a gift certificate at LiveWellTesting.com, follow the simple steps below.

  1. You need your unique gift certificate code, which is part of the gift certificate that was emailed to you as an attachment. It will look something like Z50-Y6K-COS-402.
  2. Browse the store and add items to your cart as you normally would.

  3. Click the 'View Cart' link to view the contents of your shopping cart.

  4. Type your gift certificate code into the 'Redeem Gift Certificate' box and click 'Go'.

 

  • How do I check the balance of a gift certificate I have received?

To obtain the balance of a gift certificate, simply follow this link.

 

  • How can I cancel my order?

To cancel your order please contact our Customer Service Department toll-free at (844) 738-2663. It is important to provide the Customer Service Agent with your order number. If your order has not yet been shipped, you will be able to cancel the order. Once an order leaves our warehouse we are unable to cancel the order.

  • Can I return an item I ordered incorrectly?

Yes, however we don’t cover the cost of shipping to return your item to us and the refund you receive for the returned items will be less any original shipping charges. We do not cover any shipping charges at all for items ordered incorrectly.  If you wish to return an item ordered incorrectly, please follow the steps below to submit a return request: 

1. LogIn on LiveWellTesting.com to view your Account

2. Go to Completed Orders, then click Return Item(s) next to their item

3. Fill out the following items on the return request:
Quantity to return
Return reason
Return action optional
Comments optional

4. Click Submit Return Request
When a return request is submitted, the store owner receives a notification email, and the you will receives a confirmation email

Please contact our Customer Service Department at (844) 738-2663 or send an email to info@livewelltesting.com if you need assistance in this process. 

  

  • I received an incorrect item, what do I do?

The correct item will be shipped to you at no charge with a prepaid return label for the incorrect item to be returned to us. Please ensure that you return the item as you originally received it. All packaging must be intact and the package will be inspected by our warehouse once it is received. 

If you wish to return an item, please follow the steps below to submit a return request: 

 1.  LogIn on LiveWellTesting.com with view your Account

2. Go to Completed Orders, then click Return Item(s) next to their item

3. Fill out the following items on the return request:
Quantity to return
Return reason
Return action optional
Comments optional

4. Click Submit Return Request
When a return request is submitted, the store owner receives a notification email, and the you will receives a confirmation email

 If you are not interested in receiving a replacement item, a prepaid return label will be sent to you for the returning item to come back to us. Please allow up to 14 days for your refund to be issued.

Please contact our Customer Service Department at (844) 738-2663 or send an email to info@livewelltesting.com if you need assistance in this process. 

 

  • I received a defective item, what do I do?

A replacement item will be shipped to you free of charge. Please follow the steps below to submit a replacement request: 

1.  LogIn on LiveWellTesting.com with view your Account

2. Go to Completed Orders, then click Return Item(s) next to their item

3. Fill out the following items on the return request:
Quantity to return
Return reason
Return action optional
Comments optional

4. Click Submit Return Request
When a return request is submitted, the store owner receives a notification email, and the you will receives a confirmation email

Please contact our Customer Service Department at (844) 738-2663 or send an email to info@livewelltesting.com if you need assistance in this process. 

 

  • Are there any shipping restrictions on your shipping kits?

Some of our health & environmental testing kits do have shipping restrictions for certain states.  Any shipping restrictions for individual products will be listed in the product description.

 

  • Where can I find more information on some of the specific products that you offer like hormone testing or ATP testing?

For more information on some of our products, please view our Knowledge Center. If you're interested in learning more about our ZRT hormone tests, you can find them here. To view more information on the Labrix hormone test kits we sell, click here. If you would like to learn more about our ATP testing, you can find information here. Please check back on our Knowledge Center frequently for more updates and information on products we offer.