EnviroBiomics FAQ and Customer Support Guide
A professional, web-ready FAQ page covering sample collection, turnaround times, report delivery, interpretation support, refund policy, shipping policy, international declarations, return labels, and contact information.
Improved from the original FAQ page and updated to include all unique source-page images.
Overview
Use this FAQ to help customers select the correct sampling method, understand turnaround times, prepare samples properly, read report indicators, and review important order, refund, and shipping policies.
Top FAQ
Which sampling method is better: vacuum cone or Swiffer cloth?
The Swiffer method is the preferred method for most whole-home or whole-office dust collection. With this method, dust is collected from multiple representative areas such as the tops of cabinets, door frames, window sills, ceiling fans, shelves, dressers, nightstands, entertainment centers, and HVAC return vents.
The Swiffer cloth should visibly contain dust to provide a useful sample. Vacuum cones are useful for collecting dust from a defined 22-square-foot carpeted area, such as a living room or bedroom. The cone connects to the vacuum hose, and the inner tube should be as full as possible to provide an adequate sample.
What do the 5-day, 3-day, 1-day, or same-day options mean?
These options refer to laboratory turnaround time, often abbreviated as TAT. Turnaround time is the amount of time the laboratory needs to complete analysis after the sample is received and begins processing.
Each turnaround option has a separate cost. Turnaround times are calculated in business days and do not include weekends or holidays.
How do I receive my results?
Results are emailed to the email address provided on the Chain of Custody form.
A confirmation email is the official and most reliable source for sample and report information. It includes the reference number used to track each sample.
How should I interpret my results?
EnviroBiomics provides free primary-level interpretation; however, the best person to review the report in context is your Indoor Environmental Professional or your medical doctor.
Reports include interpretation guidance and reference values. Asterisks indicate whether a species is elevated 10-fold, 100-fold, or 1,000-fold over reference or average values. EPA reference values are also available on the website.
The EPA published one reference set in 2006 for homes built in 1970 or before and another for homes built after 1970. EnviroBiomics reports use the later reference values, while older-home reference information is also available on the website.
Dry Swiffer collection method
Collect dust from multiple representative areas of the home or office to evaluate the overall space. Suitable collection areas include interior door frames, entertainment centers, shelves, dressers, nightstands, HVAC return vents, cabinet tops, window sills, and ceiling fans.
Where to collect
Collect settled dust from different areas throughout the home or office. The goal is to gather a representative sample from the broader indoor environment rather than from a single visibly contaminated location.
Where not to collect
Do not sample directly from visible mold spots. Avoid rusty areas, clay dust, drywall or construction dust, new-build debris, and areas near stoves, heaters, or other high-heat sources because these may inhibit testing.
Dust-loading guide with source-page pictures
Not enough for testing.
Just enough dust for one test.
Plenty of dust for one test only.
Enough dust for more than one test.
Tips for reading reports
Reports include reference values and indicators intended to help guide interpretation. These should be reviewed in context with the sample type, building history, inspection findings, and professional guidance.
| Topic | Professional guidance |
|---|---|
| Color-code labels | Pay attention to the color codes indicated by asterisks. Green indicates less than 10-fold the normal range, yellow indicates 10 times over the normal range, orange indicates 100 times over the normal range, and red indicates 1,000 times over the normal range. |
| Mycotoxin report note | For the Mycotoxin report, the color code is for Q levels. Fold changes are not applicable. |
| Q-level summary | Q1 and Q2 are below average, Q3 is slightly above average, and Q4 is the top 25% distribution and typically represents a result that deserves focused review. |
| Score analysis | Scores are calculated values, often ratios of two numbers. Scores should align with both Q levels and color codes for consistent interpretation. |
| Reference data | EPA reference values for ERMI mold species are available on the website, with data sets for homes built before 1978 and after 1978. The data sets are similar, with some differences mainly in Group 2. |
| Professional resources | The website includes professional resources such as Indoor Environmental Professionals and medical practitioners with CIRS-related expertise. Additional professionals may also be found independently. |
| MSQPCR format | MSQPCR format is available for ERMI, HERTSMI-2, and MOLD10. This format uses the same report and data but does not include a score. |
EnviroBiomics Customer Policy
Refund, Shipping & Sample Turnaround Policy
Customer-facing guidance for refund eligibility, shipping service levels, carrier limitations, return-label options, 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.
2-4 business day labels are $25. Overnight return labels are $40.
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 lab, there is not enough sample to test, or the sample is inhibited and cannot be tested because of contaminants. |
| Testing completed | 0% 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 lab holds the sample for 10 business days before disposal. |
| Approved refund processing | Minimum 7 business days | Approved refunds return to the original payment method after processing. |
Non-refundable items 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. |
| Expedited cancellations after lab receipt | Orders with expedited or 1-day turnaround cannot be cancelled once the lab 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 lab based on geographic location, availability, and cost efficiency. |
| U.S. destination constraints | For U.S. destinations, EnviroBiomics may ship by 2-Day service even if 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 | $40 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 lab 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 1-day turnaround 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 | Handled under the 1-day turnaround cycle | Processing timing shifts according to business-day rules. |
| 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.
