FAQ
We will gladly respond to inquiries via email: info@danddlab.com or by phone 844-813-0406.
1. LABORATORY OPERATIONS
What are your hours of operation? Do you report results on weekends and holidays?
We report results 365 days per year to include holidays and weekends.
2. SAMPLE COLLECTIONS
How and how often do we collect our samples?
Follow your internal guidelines and manufacturer recommendations. For laboratory sample collection, see the attached brochure.
3. COMPLETING REQUISITION/TEST REQUEST
How do you complete the requisition?
Please refer to this video for correct completion of requisition. Online test requisitions are also an option. Contact the lab at info@danddlab.com for more information.
4. SHIPPING SAMPLES TO THE LAB
What is the process for shipping samples out on Fridays for Saturday delivery?
Samples must be sent by overnight Saturday-Delivery Express shipping. For Saturday delivery samples, a special Saturday delivery label is required. If you use a regular FedEx label and ship samples on Friday, we will not receive the samples until the following Monday.
5. SUPPLIES
How does your kit replenishment process work?
We replace what we receive from the customer in the kit and ship it back to you free of charge. For example, If we receive six samples, we replace the six tubes/bottles and ship it back to you via FedEx Ground.
How can we order more supplies?
Due to our automatic replenishment kit program, you should not need more supplies. If you receive new equipment and need extra supplies, send an email to info@danddlab.com with your request.
6. LATE (>24 HOUR) SAMPLES
What do we do if our samples are running late? Should we process our samples if we are late?
We leave it up to the customer to decide to process their samples if we receive them >24hours from collection. Many customers test the samples, if there is no bacteria present when the samples were collected, there shouldn’t be bacteria when received late.
7. TEST RESULTS
How does your turn around time work from the time you receive the samples?
Samples are processed and set up for testing as soon as they are received to provide you with the fastest turnaround time possible.
The following is our turnaround time after receiving samples into our lab:
- LAL’s and 2 day Colony Counts = 2 days
- 7day Colony Counts = 7 days
- AAMI Water Panel = 1-2 days
What is the process for requesting results if I’m not in the email group or on the requisition?
We must receive a request via email (info@danddlab.com) from the account holder prior to receiving the samples to add a recipient to the email group for test results.
What is the process/reporting policy if results are OOS (out of specification)?
Customers are notified via email for OOS results.