Your courier overview

Frequently Asked Questions for participating Provider/ Clinic Network

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Scheduling

HOW DO I SCHEDULE A COURIER REQUEST?

Online Portal Access

If you are an established client, or a customer of one of our existing clients, you may easily login to your account to request a courier service using the login credentials provided to you from your account representative.

24/7 Phone Support

You may also schedule your courier request via phone.

(If your pickup instructions provided you with a designated phone number to schedule a courier request, please follow those instructions.)

If you were not provided with a designated phone number, please use the following:

678-631-9470 Ext. 1: This option is for existing customers needing to schedule a courier request. (Available 24/7)
678-631-9470 Ext 2: This option is for new customers needing to establish their account and/or receive your login credentials. (If you were instructed to contact us to set up services for the first time, please select this option.) If you are an existing customer and need your login credentials, you may select this option as well. (Available M-F, 8am-5pm)
678-631-9470 Ext 3: This option is for questions or updates that need to be made to any existing orders that have already been placed OR a question regarding your order request.

Packaging

HOW DO I PACKAGE MY SPECIMEN/ITEMS FOR PICKUP?

We strongly recommend you to follow the guidance of your recipients comprehensive specimen shipping plan.

These details could typically be found on their website or by contacting them directly, and would provide very specific information related to the requirements of how your receiver prefers to have items packaged while in transit.

Documentation: Please be sure that all documentation/manifest is attached to your specimens/cases/packages/documents/necropsy, or any other items we are collecting on your behalf.

Packaging: Please be sure that your packaging meets the requirements of your recipient to prevent any issues with testing or shipping integrity. If your package has been refused for pickup due to leakage or container type and you need additional assistance on instructions, please feel free to give us a call Mon-Friday, 8am-5pm at 678-631-9470, Ext. 2.

Temperature Requirements: We are equipped with the proper supplies to handle your ambient, refrigerated, and frozen specimen transport needs.

Necropsy Submissions: If you need any specific instructions on how to package your necropsy, please refer to your recipients shipping instructions and/or packaging requirements for this submission type. You may also contact us regarding this information Mon-Fri, 8am-5pm directly at 678-631-9470, Ext. 2.

cutoff times

I HAVE A SPECIAL REQUEST

We know that you want your courier requests to be picked up and delivered on time, and we are on it!

Regrettably, this means that we are unable to accept any requests that are outside of the guidelines that have been pre-established for your account.

This can include but is not limited to:

Having a courier return to your location after having already collected items from your location on the specified date
Picking up from your location and/or delivering to your recipient outside of the pre-established time windows (This does not apply to STAT courier requests)
Requesting a pickup and/or delivery to take place after missing a pre-established cutoff time
Exceeding our wait time grace period once your courier is onsite that has been pre-established for your account

We ARE able to:

Accept additional items that need to be added to your pickup as long as they are ready by the time your courier arrives
Follow most specific pickup/designated area instructions that your location requires

EMERGENCY/URGENT REQUESTS

If you have missed your locations designated cutoff time and are unable to wait to have your items transported on the next available schedule, we offer the option to request an emergency request that will be billed to your location directly, and be due upon receipt.

A SUCCESSFUL COURIER PICKUP