I wanted to update you on what our team is doing to get our tests to you as quickly as possible and to respond to your queries.
We’ve been inundated with enquiries and I’m sorry that we haven’t always been able to get back to everyone promptly. We’re growing our team so that we have more people to help deal with the volume of requests and questions, and I wanted to reassure you that we’re working around the clock to fulfil orders and respond to your queries.
All of our tests are sent out via Royal Mail’s Tracked 24 service, which means tests should arrive within 24 hours of being dispatched. Unfortunately, there have been significant delays in the postal service over the Christmas period, which affected many of our orders and were out of our control.
We’re looking at alternative options to this service because the delays that some of you have experienced are not good enough, and we are committed to doing better.
In the meantime, I want to reassure you that we will be making full refunds where there have been delays. If you have ordered a test but you no longer wish to use it, please fill in the form here.
Turning to other areas, this is where things stand:
The Government rules mean that Test to Release kits can only be dispatched four days after arrival in England.
Our offices were closed over the Christmas period and so we only accepted orders for flights arriving in England from 31st December.
We began dispatching again on Monday 4th January. However, we’re aware that postal delays mean some customers haven’t got their test yet. If you haven’t received them in time, then please fill in the refund form here.
We also began dispatching our regular tests again on Monday 4th January. These should arrive within 24 hours, subject to Royal Mail.
A Test to Release kit can still be used as a regular Covid test, should you wish to do so, but please note that we are not able to refund any tests returned to our lab for processing.
This has been a challenging time for everyone, and we appreciate your patience and understanding. We are committed to improving the speed of our responses and will be providing updated on chronomics.com and our Twitter feed @chronomentary
Wishing you a safe and happy 2021.
Dr Tom Stubbs
CEO - Chronomics