EnviroBiomics FAQ and Customer Support Guide
Find answers about sample collection, turnaround times, report delivery, interpretation support, shipping policies and laboratory procedures.
Customer support information for EnviroBiomics laboratory testing.
Overview
Use this FAQ to select the appropriate sampling method, understand turnaround times, prepare samples correctly, review report indicators and learn about important laboratory procedures.
Top FAQ
Which sampling method is better: vacuum cone or Swiffer cloth?
The Swiffer method is preferred for most whole-home or whole-office dust collection. Dust should be collected from multiple representative areas, including cabinet tops, door frames, window sills, ceiling fans, shelves, dressers, nightstands and HVAC return vents.
The cloth should visibly contain dust. Vacuum cones are useful for collecting dust from a defined 22-square-foot carpeted area. The cone connects to the vacuum hose, and the inner tube should contain as much dust as possible.
What do the turnaround options mean?
Turnaround time, often abbreviated as TAT, refers to the laboratory processing time after a sample is received and begins analysis.
Each option may have a different cost. Turnaround times are calculated in business days and do not include weekends, holidays or shipping time.
How do I receive my results?
Results are emailed to the address listed on the Chain of Custody form.
Your confirmation email includes the reference number used to track each submitted sample.
How should I interpret my results?
EnviroBiomics can provide general report guidance. Results should be reviewed in context with your Indoor Environmental Professional or qualified healthcare provider.
Reports may include reference values, calculated scores and indicators showing how reported values compare with available reference information.
Dry Swiffer collection method
Collect settled dust from multiple representative areas to evaluate the broader home or office environment.
Where to collect
Collect dust from interior door frames, entertainment centers, shelves, dressers, nightstands, HVAC return vents, cabinet tops, window sills and ceiling fans.
Where not to collect
Do not collect directly from visible mold. Avoid rusty areas, clay dust, drywall dust, construction debris and areas near stoves, heaters or high-heat sources.
Dust-loading guide
Not enough dust for testing.
Just enough dust for one test.
Plenty of dust for one test.
Enough dust for more than one test.
Tips for reading reports
Report values should be reviewed in context with the sample type, building history, inspection findings and appropriate professional guidance.
| Topic | Report guidance |
|---|---|
| Color-code labels | Review the report legend carefully. Colors and asterisks may indicate how reported values compare with reference or average values. |
| Mycotoxin report | Mycotoxin reports may use Q-level classifications rather than the fold-change format used in some other reports. |
| Q-level summary | Q levels organize reported results by their position within available reference distributions. |
| Score analysis | Scores are calculated values and should be reviewed together with reported organisms, reference values and other report indicators. |
| Reference data | Available reference data may vary by test, organism, building characteristics and the reference population used. |
| Professional guidance | Building-related questions should be reviewed with an Indoor Environmental Professional. Medical questions should be discussed with a qualified healthcare provider. |
| MSQPCR format | MSQPCR-format reports may provide organism and quantity data without including a calculated environmental score. |
EnviroBiomics Customer Policy
Refund, Shipping & Sample Turnaround Policy
Customer-facing guidance for refund eligibility, shipping service levels, carrier limitations, return-label options, inhibition retesting, and sample turnaround timing.
Updated May 12, 2026Cash refunds are available for 90 days from the date of purchase.
Overnight shipping requests must be placed and received by this cutoff to ship that business day, when carrier-eligible.
Samples received by this time may begin eligible processing on the arrival business day.
Standard return labels are $25. Overnight return labels are $35.
A $30 laboratory fee applies when repeat testing is requested for an inhibited sample.
Weekends and holidays are excluded from shipping and laboratory turnaround timelines.
Refund Policy
Refund eligibility depends on how far along the order or sample is at the time the request is reviewed.
Refund tiers
| Order or sample status | Refund amount | When it applies |
|---|---|---|
| Before kit shipment | 100% refund | Available only when the cancellation request is received before the kit has shipped. |
| After kit shipment | 90% refund | Available when the cancellation request is received after the kit has shipped. |
| Sample in process, insufficient, or inhibited | 50% refund | Applies when the sample is already being processed by the laboratory, there is not enough sample to complete testing, or the sample is inhibited by contaminants and cannot be successfully tested. |
| Testing completed | No refund | No refund is issued once testing has been fully completed and results have been generated. |
Important timeframes and deadlines
| Policy item | Timeframe | Customer guidance |
|---|---|---|
| Cash refund window | 90 days from purchase | After 90 days, a cash refund is no longer available. The kit does not expire and may still be used or upgraded for a different test later. |
| Sample holding period | 10 business days | If an issue occurs, the laboratory holds the sample for 10 business days before disposal. |
| Approved refund processing | Minimum 7 business days | Approved refunds are returned to the original payment method after processing. |
Non-refundable fees and restrictions
| Item | Policy |
|---|---|
| Expedited turnaround upgrades | Fees paid for priority, 1-day, 2-day, or 3-day expedited processing are non-refundable. |
| Courier and shipping fees | Shipping, courier, and carrier fees are the customer's responsibility and are not included in refund amounts. |
| Inhibition retest | If a sample is inhibited and the customer requests repeat testing, a $30 laboratory retesting fee applies. Payment of the retesting fee does not guarantee that the repeated test will produce valid results. |
| Expedited cancellations after laboratory receipt | Orders with expedited or 1-day turnaround cannot be cancelled once the laboratory has received the sample. |
Shipping Policy
Shipping options, delivery estimates, and carrier selection depend on geographic location, courier availability, cost efficiency, business days, holidays, and address eligibility.
Shipping methods and service levels
| Topic | Policy |
|---|---|
| Available service levels | 2-Day Air, Overnight, and International Priority. |
| Carrier selection | Carriers are selected by the laboratory based on geographic location, availability, and cost efficiency. |
| U.S. destination constraints | For U.S. destinations, EnviroBiomics may ship by 2-Day service even when a faster option was selected, depending on destination constraints, carrier availability, and cost efficiency. |
| Business-day delivery | Overnight and International Priority services apply to business-day delivery only. Weekends and holidays are excluded. |
Order processing and deadlines
| Situation | Policy |
|---|---|
| Overnight shipping requests | Orders must be placed and received by 3:00 PM CST to ship that business day, when the destination is carrier-eligible. |
| Orders after the cutoff | Orders received after 3:00 PM CST are processed on the next business day. |
| Friday overnight orders | Overnight orders placed on Fridays are delivered on the next available business day, not Saturday or Sunday. |
| Replacement kits | Replacement kits are subject to shipping charges. |
Liability and carrier rules
Return Labels
Return labels may be added during checkout when selecting a shipping option or purchased later through the Store section of the website.
| Return label option | Price | Best for |
|---|---|---|
| 2–4 business day return label | $25 each | Standard return-label option for samples that do not require overnight delivery. |
| Overnight return label | $35 each | Expedited return-label option for next-business-day delivery, subject to carrier eligibility. |
Sample Turnaround Time Policy
Laboratory turnaround times are calculated in business days and depend on when the sample arrives, when it is checked in, and the selected processing option.
Turnaround rules
| Rule | Policy |
|---|---|
| Business days only | All turnaround times are calculated in business days only. |
| Weekend exclusion | Results are not processed or released on Saturdays or Sundays because the laboratory is closed. |
| Day 0 arrival rule | The day the sample physically reaches the laboratory is not counted as Day 1. |
| Processing start | The turnaround clock starts on the first eligible business day after the sample is received and checked in. |
| 12:00 PM CST cutoff | Samples received by 12:00 PM CST may begin eligible processing on the arrival business day. Samples received after 12:00 PM CST are handled under the next applicable business-day processing cycle. |
Examples
| Scenario | Processing timing | What to expect |
|---|---|---|
| Sample arrives Monday before 12:00 PM CST | Eligible to begin processing Monday, when applicable | The selected turnaround is counted in business days. |
| Sample arrives Monday after 12:00 PM CST | Processing begins under the next applicable business-day cycle | The expected completion date shifts according to the business-day policy. |
| 5-day turnaround example | Report available within 5 business days after processing begins | A Monday arrival may result in report availability by the following Monday, depending on cutoff timing and holidays. |
Consultations, Reports, and Holidays
The following policy notes help customers understand what is and is not included with consultation and report support.
