General FAQs
What is your refund/cancellation/replacement policy?
For Orders that have not yet been shipped, are eligible for a 100% refund. Orders are eligible for a full refund less €15 per test kit to cover shipping, handling, and processing fees if returned within 30 days of purchase. Please include the Kit ID information when you contact us. Orders are not eligible for any refund if returned over 30 days after the purchasing date and/or if results have been released.
How do I cancel my order?
Please contact our Customer Care team if you need to cancel any order: support@shop.empowerdx.ie
Will empowerDX be open for the holidays?
empowerDX.ie will be open from Monday to Friday from 09:00AM - 17:00PM. Laboratory testing may still be processed and your results made available online outside of these times but our office and support staff will be unavailable. Our opening times do not include bank holidays or public holidays. If you are experiencing any issues and require help please contact support@shop.empowerdx.ie and a member of our team will be with you as soon as possible.
Can I bring my results to my doctor?
Of course! We will email you the moment your test results are ready. You can access them through our secure online portal, download or print them and bring them to your doctor's office . You can also pull up the digital version during any online consultations.
Do you ship kits outside of Ireland?
We don't send kits outside of the Republic of Ireland. If you have a home address in the Republic of Ireland, but need a kit mailed outside of the Republic of Ireland, we are not permitted to mail it to you. Kits cannot be returned to our laboratory from outside of the Republic of Ireland.
Why do my results say TNP?
TNP means 'test not performed'. Unfortunately, the laboratory was unable to test your sample. This could be because there was not enough content to test, the sample leaked in transport, or there was an issue with the kit contents. The sample must arrive to the laboratory within a certain timeframe to meet laboratory protocol. It is important to collect and mail your sample back on the same day. Please contact Customer Care, we would be happy to provide a replacement kit so you can test again.
Should I tape my empowerDX box shut before mailing?
No, there is no need to tape your empowerDX kit box shut before returning it to the laboratory. Close your box and insert it into the Return Bag provided. You will need to seal and mail back the Return Bag with the return label attached.
I forgot to fast before collecting my sample. Can I still send my specimen in?
If you have a test that requires fasting, but forgot to fast before collecting your sample, we can either send you a new kit at a discounted rate or you can send your sample to be tested without fasting. However, if you do not fast, then you will receive inaccurate results based on our reference ranges. Please contact customer care to determine the best next steps.
Can I order more than one kit?
You are welcome to order more than one kit! Unfortunately, you will have to order each separately as we do not allow users to order more than one in a single purchase. If you order a kit for someone else, the person who is collecting the sample must create a profile and match their name and date of birth on the collection tube.
I'm having trouble getting enough blood, what should I do?
Be sure you are well hydrated by drinking at least 500mL of water an hour before collection. Start by running your hands under some warm water. If you're physically able, perform 5-10 minutes of exercise beforehand. Any type of exercise will help get the blood flowing to the end of your finger. Try walking in place, jumping jacks, and/or quick movements of the hand.
Do I need to stop taking supplements or medications before collection?
We recommend that you do not discontinue any medications or supplements without contacting your healthcare provider first.
What if something is missing from my kit?
Please contact Customer Care if you receive a kit that is missing an item. We will make sure to send you a replacement at no additional cost to you. You cannot use any other items that were not supplied to you by the empowerDX kit. The laboratory will not process your sample if you use a replacement item that did not come from empowerDX to return your sample.
Is it normal for my finger to be sore or bruised after sample collection?
You may bruise after collection; however, it should go away quickly. If you find that the bruising is more painful than a typical experience or is not healing, we suggest following up with a healthcare provider.
Will being hydrated help with collection?
Yes! We recommend hydrating the night before collection in addition to drinking at least 500mL of water the hour before collection.
Can you ship to PO Boxes?
Yes. However, this will likely cause a delay in your shipment because it will require a change in shipping carrier.
