Frequently Asked Questions
TestCountry Health & Drug Testing FAQ
1. 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. If the item(s) you have ordered are temporarily out of stock you will be notified via email. The backorder email notice will provide an estimated shipping date for the backordered items and your order will shipped in full when the item(s) become available.
2. 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.
3. 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, UPS, 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.
4. Can I pay by check?
Yes, you can pay by check or money order. To pay by check you must print and complete the offline order form. Please make sure to calculate the shipping and sales tax (if applicable). Print this form and mail it to us with your check or money order. The address to where you need to send your check or money order will be printed with your offline order form. Your order will be processed when your order and check/money order have been received.
5. When will my credit card be charged?
Your credit card will be charged when your order is packed and ready to be shipped.
6. Why is my order on backorder?
We try to keep all items in stock, however, on occasion an item may be temporarily out of stock. If you have ordered an item that is out of stock/on backorder, you will be contacted by the end of business day.
7. Do I have to create an account to place an order?
No, you do not need to create an account to purchase from TestCountry.com. The option to create an account is for the convenience of being able to reorder without having to re-enter your billing and shipping address and credit card information.
8. How can I cancel my order?
To cancel your order please contact our Customer Service Department toll-free at (800) 656-0745. 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.
9. 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 your 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 contact our Customer Service Department at (800) 656-0745 or send an email to firstname.lastname@example.org to request a Return Merchandise Authorization (RMA) number.
10. I received an incorrect item, what do I do?
Please contact our Customer Service Department toll-free at (800) 656-0745 or send an email to email@example.com with your order number to request a Return Merchandise Authorization (RMA) number. 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 received it. All packaging must be intact and the package will be inspected by our warehouse once it is received.
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.
11. I received a defective item, what do I do?
Please contact our Customer Service Department toll-free at (800) 656-0745 or send an email to firstname.lastname@example.org with your order number, and request a Return Merchandise Authorization (RMA) number. A replacement item will be shipped to you free of charge.
TestCountry Health & Drug Testing FAQ