Frequently Asked Questions (FAQs)

It is impossible for any website to guarantee 100% security, however, we apply all the necessary measures to ensure data is securely collected and stored.

No medical referral is necessary.

Some tests are covered by certain medical aid providers. Check with your provider if you are unsure. 

The sample we require will depend on the specific test, the patient’s sex (biological and physiological characteristics) and/or sexual orientation. It can be a blood or swab test (buccal, vaginal, penile or genital sore).

It will take approximately 2 to 4 working days for your test kit to be delivered.

An email will be sent from the courier company to the email address you provided with a link to the courier’s track and trace system, allowing you to track your shipment.

Instructions for the return of your sample are documented on the insert within the sampling kit.

It is important to follow the instructions on the sample kit insert closely because samples that are not packaged correctly will be rejected by the laboratory without refund.

First place the sample in the sample kit box. Then place the sample kit box in the biohazard press seal bag as instructed (only samples from ONE patient per biohazard bag). Remember to include the desiccant if one is provided (a packet filled with material that prevents condensation by absorbing and holding moisture).

Finally, patient details MUST be included in the document sleeve of the biohazard bag – including the unique registration number that is emailed to you after successfully registering for a test via the website and the barcode number on the sample tube.

Deliveries to the laboratory from all over the country are handled by RAM Couriers.

Samples are rejected when they are not collected as instructed and cannot be processed.

We strive to consistently deliver the most accurate test results possible.

The tests are performed in the laboratory under ISO 15189 guidelines. All tests are fully validated and are SAHPRA approved. Our laboratory staff are all fully trained and HPCSA registered. All results are overseen by our Pathologist.

We use sex (biological and physiological characteristics) to determine which sample kit to send. So, for the purposes of ordering tests, you will need to select your sex based on what genitals you have. If you were born with both sets of genitals, please get in touch before ordering so we can advise on the most suitable test for you.

Turnaround time for results will depend on the test taken, delivery times and analysis process. Results may take between 24 and 72 hours to reach you via email from the date we receive your sample(s). Paternity testing is a more complex process and so results can be expected 5 working days from the date we receive your samples.

Your test results will only be seen by our highly trained, professional pathologists and the necessary trusted employees assisting with processing – all of whom have signed a data protection agreement. We will never share your results with anyone else without your permission.

We are fully compliant with the Protection of Personal Information (POPI) Act. For more information, please contact us.

We are linked to doctors who can offer you telephonic consultations and scripts for any necessary medications – which can be discreetly delivered to your chosen address. 

You are also welcome to email pathologist@biosmart.com with your questions. Alternatively, you can always consult your doctor for guidance.

Please contact us . We will do our best to resolve the issue.