Frequently
Asked Questions
We’ve compiled a list of questions & answers to help make your shopping experience easier. If you have any additional questions or need more information, feel free to contact our customer support team.
Our Ultimate Lab kit does NOT test for glyphosate. It is an add-on option, a standalone kit.
If your water indicates a parameter is out of range. We recommend visiting our Learning Center. If you are still unable to get the answer, feel free to reach us toll-free at 800-732-6699 and a client relation specialist would be happy to assist.
If you would like to check the status of a sample, please call us toll free at 800-732-6699 and have your order number ready & it would be our pleasure to look it up for you.
If you have registered your kit as directed in the instruction, you will be notified via email that we have received your sample. (Be sure to check junk/spam folders). If you still aren’t sure feel free to call us toll-free at 800-732-6699 and it would be our pleasure to look it up for you.
Visit our Learning Center to download a copy of our Well Disinfection Instructions. You can also visit a local water treatment specialist or retailer who can assist you with the best UV disinfection system.
If your bacteria kit turns colors passed the 72-hour mark it is no longer considered a valid test. The media inside the kit will naturally break down and begin to change colors after the noted 72-hour mark. If your test stays beige/yellow until the 72-hour mark it is bacteria-free.
Our DIY test kits are performed 100% at home. You will get immediate results; however, they will be reported in “range’ form. This means you will have a range of the concentration of your water. For Example, calcium has range blocks of 0-24, 25-74, 75-149, 150-299, 300+. The color block in which you match tell you a range, not a definite concentration.
Our Lab Kits are sent to the consumer upon purchasing one. Once you receive your kit, you will follow the instructions for filling up the bottles/vials. Your samples are going to be returned to our EPA-certified laboratory for analysis. Once your samples are completed, we will send you an in-depth water report via email. If you have questions about your report, we are happy to go over those results with you.
There may be times when both lines appear on your water test. That is totally normal and doesn’t indicate a lead issue UNLESS Line 2 is Darker than Line 1. If you are unsure of how to read your results you can call us toll-free at 800-732-6699 and send us an image to check for you.
There are a couple of different reasons a color block may not match the chart. The most common reason is background interference in your water. This could be something not being tested at the time or a parameter that is being tested that is either too low or too high. The best way to check to see if it is background interference is to retest and see if you get the same color issue. If you do get the same color block issue, then it’s like background interference.
Please call us at our toll-free number 800-732-6699 and we would be happy to assist you.
Please make sure to check your junk/spam folders. Your results will be emailed once completed. If you do not see them in your inbox and you’ve checked junk/spam, please call us toll-free at 800-732-6699 and a client relations specialist would be happy to assist you.
Our lab kits (except Lab Lead) are ONE location and ONE use only. There will be 2 green vials inside your kit, however, you cannot take a sample from multiple locations. Both green vials should be filled from the same spot (ie. Kitchen sink).
We do sell our kits in bulk. Please call us toll-free at 800-732-6699 and we would be happy to assist you in that process.
