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FAQs for overseas providers

FAQs for overseas providers

Ordering and transporting

  • Q How do I order a test？

    To order a test, you will need to become our provider/distributor.

    For more information, please call us on (852) 3955 1230 or email at contact.us@xcelom.com.

  • Q How do I complete the test request form (TRF)？

    Please fill in all the required information on both the test request form and consent form. This includes but is not limited to patient details, clinical information, the selected test panel, both patient and doctor signatures, and checking of the two consent boxes.
    Any missing information may result in a delay in the report turnaround time.

Sample requirements and logistics

  • Q What are the sample requirements for Xcelom tests？

    Please only use the blood tubes provided by Xcelom for sample collection.

    For more information, please call us on (852) 3955 1230 or email at contact.us@xcelom.com.

  • Q How do I store the collected samples before shipping？

    Please refer to the storage instruction on your test kit.

    For more information, please call us on (852) 3955 1230 or email at contact.us@xcelom.com.

  • Q Where and how should the sample kits be stored？

    The sample should be sent back as soon as possible to maintain its quality.

    For the sample collection instructions, please call us on (852) 3955 1230 or email at contact.us@xcelom.com.

  • Q Who should I contact for sample pick-up？

    For local providers, please contact our Xcelom customer service team at (852) 3955 1230.

    For more information on the request cutoff time, please call us on (852) 3955 1230 or email at contact.us@xcelom.com.

    For overseas providers, please contact your local Xcelom representative.

When will I get my result？

  • Q How long does it take to get my results？

    The report turnaround time for:

    safeT21 express: 5 working days
    Fragile X Carrier Screening Test: 7 working days
    IgE Allergy & Me: 5 working days
    COVID-19 RT-PCR Screening Test: 24 hours
  • Q How does the report look like？

    For the test report template, please call us on (852) 3955 1230 or email at contact.us@xcelom.com.

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