Shipping policy
Last updated: July 2026
This Shipping Policy explains how we deliver your test kit to you, how we handle the return of your sample to our laboratory, and what to do if something goes wrong in transit.
The short version
- Free shipping across the UK and Europe on every order, both outbound and inbound
- 3-5 business days typical delivery for kits within the UK and EU
- Pre-paid return envelope included — no postage cost to return your sample
- FedEx is our primary carrier for test kits.
Where we ship
We ship to any valid postal address in the United Kingdom and the European Union, including residential and business addresses. For deliveries to the Scottish Highlands and Islands, Northern Ireland, the Channel Islands, the Isle of Man, and more remote parts of the EU, delivery may take longer than the standard timeframe. If you'd like an estimated delivery time before ordering, please email hello@omega3index.co.uk.
Shipping cost
Shipping is free of charge on every order, in both directions:
- Outbound: we cover the cost of posting your kit to your nominated address
- Inbound: a pre-paid, pre-addressed return envelope is included in every kit, so you pay nothing to return your sample to the laboratory
This applies regardless of order value and to all of our products (Index Basic, Plus Ratios, Complete, and Prenatal, including twin packs).
Order processing time
Most orders placed before 12pm (GMT/BST) on a business day are dispatched the same or next day. Orders placed after 12pm, at weekends, or on UK or EU bank holidays are dispatched the next business day.
You'll receive a dispatch confirmation email with tracking once your order leaves our facility. If you don't see it, please check your spam or junk folder before contacting us.
Delivery timeframe
Once dispatched, kits are typically delivered:
- UK mainland: 3-5 business days
- Scottish Highlands & Islands, Northern Ireland, offshore UK: 3–5 business days
- European Union: 3–5 business days
These are guideline times based on standard tracked services. Actual delivery times can vary, and we cannot guarantee delivery on any specific date.
If your kit hasn't arrived
If your tracking shows no movement for more than 3 business days, or your kit has not arrived within 10 business days, please contact us at hello@omega3index.co.uk with your order number. We'll investigate with the carrier and, if the parcel is confirmed lost in transit, send a replacement kit at no cost.
Address accuracy
You are responsible for providing an accurate and complete delivery address at checkout. Please double-check:
- House/building number and street name (including any flat, unit, or suite number)
- Town/city and county
- Postcode
- Your contact phone number, so the carrier can reach you if needed
If a kit is returned to us due to an incorrect or incomplete address, or because nobody was available after multiple delivery attempts, we may charge the cost of re-shipping (typically £5–£8) before sending it again.
Sample return — how it works
Every kit includes a pre-paid, pre-addressed return envelope for sending your collected sample to the laboratory. To return your sample:
- Follow the collection instructions inside the kit
- Place the dried blood spot card back in the included biohazard pouch with the desiccant pack
- Seal it in the return envelope
- Post it via your local Royal Mail postbox or post office (UK), or your national postal service (EU)
Sample stability during transit
Dried blood spot samples are stable at room temperature for 6 weeks and during normal postal handling. A few days in transit in summer or winter will not affect your result. You do not need to refrigerate the sample before posting or rush it to the post office.
If your sample has been sitting at home for longer than 4 weeks before posting, please contact us before sending — in some cases we may recommend a fresh collection to ensure accuracy.
Tracking your sample
Pre-paid return envelopes may not include outbound tracking. Once your sample arrives at the laboratory and is logged, you'll receive a "sample received" email. Standard turnaround is 3–5 business days from laboratory receipt until your result is released. If you'd like tracking on your return for peace of mind, you can take the sealed envelope to a post office and pay to upgrade to a tracked service. This is optional.
Lost samples in transit
In the rare event your sample is lost between your home and the laboratory (typically: no "sample received" email within 31 days of posting, we will send a replacement kit at no charge so you can re-collect.
Damaged or missing items in the kit
If your kit arrives with damaged or missing components, please contact us within 30 days of delivery at hello@omega3index.co.uk with your order number and photos. We'll send a replacement at no cost. See our Refund Policy for the full process.
Bank holidays and peak periods
We don't dispatch on UK or EU bank holidays. During the December–January period, carriers sometimes experience delays — we'll flag this on the Site when delays are expected. If you need a kit for a specific date (a gift, an appointment), please allow extra time during peak periods.
Your legal rights
This Shipping Policy is offered in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, not as a replacement for them. If your kit is lost, damaged, or fails to be delivered through our fault, those rights continue to apply. EU customers retain the equivalent rights of their country of residence. See our Refund Policy and Terms of Service for more detail.
Contact us
Omega-3 Index Test
Email: hello@omega3index.co.uk
UK: Masdiag, 27 Old Gloucester Street, London WC1N 3AX, United Kingdom
EU: Masdiag, Zeromskiego 33, 01–882 Warsaw, Poland