Once you've posted your sample, here's exactly what happens next — and what to expect at each stage.
Step 1: Your sample travels to the lab
After posting, your sample makes its way to our lab via Royal Mail. Once Royal Mail marks your parcel as delivered, there will be a short delay before it appears in your ZOE app — this is completely normal. The lab team needs to physically receive, log, and process the parcel before it registers in our system.
Step 2: Your sample is linked to your account
When your sample shows as "linked" in the ZOE app, it means the lab has successfully matched your sample to your account. This is a good sign — it confirms your sample has been received and is being processed.
Step 3: Results are ready
Results are typically ready within 3 weeks of posting — often sooner. You'll receive an email notification as soon as they're available to view in the app.
No updates? That's usually fine
If you haven't heard from us, that's generally a good sign — it means your sample is moving through the process as expected. You don't need to chase us. If there's ever an issue with your sample, we'll contact you directly.
When to get in touch
You should only contact us if all of the following apply:
It has been more than 4 weeks since you posted your sample
You haven't received any results
There are no updates in the ZOE app
You haven't received any emails from us about your sample
If all of the above are true, please ask to speak to a member of the team so we can look into it for you.