My Results Are Delayed
We apologise for the delay. Below are the steps to follow and what Lucis will do to resolve the situation.
Step 1: Check your dashboard
Log in to your Lucis account;
Go to “My Tests” and check the test status;
Look for any notifications or messages.
If there is no update
Our team will immediately:
Check with the laboratory on the processing status;
Verify whether there were any issues with your sample;
Provide you with a specific estimated delivery date;
Respond within 24 hours.
Common reasons for extended delays
The laboratory lost the sample (rare; a free re-test will be arranged);
Sample quality was insufficient (you will be contacted for re-collection);
Results are temporarily held for medical review due to complex biomarkers.
Our commitment
If the delay is on our end, we will expedite processing and may offer compensation to make things right.