FAQ

Sign in (or register), choose a test, pay at checkout, complete supporting information for that order in Console, provide your sample, then review markers and analysis in Console when results are ready. See How it works for the full journey.

Yes. Checkout requires a signed-in account so orders, supporting information, and results stay together in Console.

Partner clinic: you attend one of our partner clinics and a trained phlebotomist takes a venous sample. You choose the clinic at checkout and nothing is posted to you. Finger-prick: we post you a home testing kit and you take a small capillary sample yourself, then post it back in the pre-paid envelope. We do not post venous collection kits, so a venous draw is always done at a clinic.

No. At a partner clinic the collection materials stay at the clinic and nothing is posted to you. A kit is posted only for finger-prick orders.

Finger-prick orders include a full home testing kit: collection devices, lancets, and pre-paid return packaging as supplied. Clinic orders do not include a kit, because the clinic holds everything needed for a venous draw. Always follow the insert in your pack.

Yes, sometimes. Capillary samples can fail or omit certain markers (for example full blood count differentials or platelets), and some results need a venous sample that is spun after collection. Follow the kit insert carefully and post your return promptly. If the laboratory cannot process a sample, we will advise on a redraw; replacement capillary kits are charged at the partner rate when needed.

After the laboratory accepts the order, their fulfilment team assembles and posts the kit (typically next working day; same-day if the lab cuts off allows). Watch your Console order for the kit despatch step and email when mail is configured.

Console shows the kit despatch date when the lab provides it, and return tracking for the sample back to the laboratory when available. We do not receive a separate outbound courier tracking number from the lab.

At checkout choose email booking link or book a slot now. After payment the laboratory emails booking instructions for the link path. If a link expires, open a Console support ticket with your order number and we will advise.

You have a legal right to cancel within 14 days: from the day you receive your kit, or from order confirmation for a clinic appointment or laboratory analysis. Open a support ticket from Console with your order number, or use the model cancellation form in our Refund policy. Separately, we will cancel and refund in full any time before despatch when nothing has been sent and no clinic slot is booked, which is simpler for both of us. The right to cancel ends once a kit's seal is broken, because kits are sealed for health protection and hygiene, and once a service has been fully carried out. If you cancel a booked clinic appointment before attending, we refund what you paid less a proportionate amount for what has already been supplied. See the Refund policy for the full rules and the form.

Sign in to Console and open the order when status reaches Results ready (or Analysed). You will see markers and ranges there, plus analysis when interpretation is released. You can print a DragonDX-branded results summary from Console.

Sign in to Console and open Orders. Progress includes payment, lab submission, kit despatch for finger-prick orders, lab processing, and results. Email updates cover payment, kit despatch (finger-prick), and results when mail is configured.

After payment, some orders ask short health and lifestyle questions in Console (for that order). Completing them helps interpretation. Answers can be edited until interpretation is released, then they lock.

Follow the instructions and prepaid packaging in your kit. Post promptly (avoid leaving samples over long weekends when the insert advises). Turnaround starts after the laboratory receives the return.

Check the kit delivery address and despatch date on your Console order, then open a support ticket with your order number. Allow normal postal time after despatch before escalating.

The laboratory may mark a sample unsuitable (for example volume or labelling). Watch Console status and email; open a support ticket with your order number and we will advise on next steps, including redraw where the lab allows it.

Results typically arrive in the working days shown on each product page after the laboratory receives your sample. Exact timing depends on the laboratory; watch your Console order for live status.

Soon. You will be able to upload a PDF report from any UK laboratory (a private clinic, an online testing service, or a GP results letter) into Console.
We read the document and check every value against the exact line it came from, then show you the table beside your original so you can confirm it before anything appears as a result. Confirmed reports join your Trends alongside the tests you take with us, each keeping the reference range its own laboratory printed. Where a range needs a judgement we do not make, the marker is shown with the laboratory's own wording rather than a verdict.
Imported reports show values, ranges and trends only. The written analysis stays with DragonDX test orders. Text PDFs only to begin with: scans and photographs are not supported yet.
Importing is not switched on yet. Signed-in customers can see where it will live under Import results in Console.

Because the laboratory that ran the test sets the range. Every marker on a DragonDX test shows the range our partner laboratory sent with that result, and our reading of your result is against that range. An imported report keeps the range its own laboratory printed. Two laboratories use different analysers and different reference populations, so the same marker can carry a slightly different range on each, and both are correct for the test that produced them.
Where an imported report gives a value but no range at all, we show a guide range so the number is not left bare. It is labelled "Guide range" wherever it appears, it is never presented as the laboratory's, and it comes from a published NHS reference: the Blood Sciences Reference Range Database (BSHC-REC-317b, version 3.19) from Leeds Teaching Hospitals, adult bands only. A guide range is context, not a verdict; the laboratory that produced the result is the authority on it.
Where a laboratory gives ranges that depend on something we cannot assume, such as cycle phase or age, we show the laboratory's own wording rather than choosing for you.

Open a support ticket from Console (you will need to sign in). We handle customer support through tickets, not email.

Our service status page shows whether ordering, sample processing, results and email are running normally, and keeps thirty days of history so you can see whether there was a problem on a particular day. It is hosted separately from this website, so it still works when the website does not: go to status.dragondx.com. If you are waiting on results and everything there is green, your sample is moving normally and the usual turnaround applies.

Yes, by invitation. Affiliates get a discount code to share and earn a commission on paid orders that use it, with their own portal to track earnings and payouts. Every affiliate agrees to our programme terms, which include UK advertising rules: any post that uses a code must be clearly labelled as an advert (#ad or paid partnership), and nothing may be claimed about a test beyond what our own product pages say.

Use the Contact form and put Affiliate in the subject. Tell us where you post and roughly who follows you. If it is a fit we will send you an invitation to set up your account. UK-based partners only, 18 and over.