Frequently asked questions

Please find below answers to some of the top questions that we are most frequently asked. If you can’t find the answer you are looking for please visit the detailed FAQs section within the Practice Portal or alternatively, give our Technical Support team a call on 0800 3 047 047 or contact them via email at technical.support@avacta.com.

Frequently asked questions

Please find below answers to some of the top questions that we are most frequently asked. If you can’t find the answer you are looking for please visit the detailed FAQs section within the Practice Portal or alternatively, give our Technical Support team a call on 0800 3 047 047 or contact them via email at technical.support@avacta.com.

How can I contact Technical Support?

If you have any questions at all you can contact our friendly Technical Support team on 0800 3 047 047, they are available from 9am to 6pm Monday to Thursday and 9am to 5pm on Fridays. Or you can contact them by email at technical.support@avacta.com.

 

If it is more convenient, they can even call you! Simply book a Call Back Appointment timeslot via our website here.

I want to send a sample but don't have a submission box, how can I get one?

If you do not have a submission box, please contact our Technical Support team on 0800 3 047 047 or by email at technical.support@avacta.com and one will be posted to you by the next working day.

 

If you have a sample that you would like to send but do not have a submission box, please ensure the packaging complies with UN3373 regulations, details of which can be found here.

 

Please note we only accept samples from UK Veterinary Practices.

Which blood tubes can I use to send a sample?

These can be plain tubes or serum gel tubes. Serum gel tubes must be spun down before sending. Please note that tubes that contain anticoagulants can interfere with the test and should not be used.

Is your laboratory open at the weekend?

The laboratory is open Monday to Friday. If you have sampled at the end of the week, we would recommend storing the serum sample in the fridge and posting it on Monday.

How do I find out test pricing details?

Please email enquiries@avacta.com for pricing information. 

What options do I have to post my sample?

The following postal options are available: 

Royal Mail Postal Drop Off  

  1. Royal Mail Red Pillar box (normal postal method). Simply place your sample submission envelope into your local postal box. 
  2. Post Office/Depot
  3. Parcel Post Box (available 24/7). Please note the size limit for mail is 44cm x 35cm x 16cm. 

To see your local drop-off points for pre-paid postal items (which includes tracked mail) click here 

Royal Mail Parcel Collection 

With this FREE pre-paid on-line service, you can now choose to book a collection for your Avacta post. Simply click here.  

What are your turn around times for results?

Our standard turnaround times for results are 2-4 working days, on receipt of a sample.

How do I order Allergen Specific Immunotherapy?

To order ASIT we just need the following:

  1. A list of allergens to include in the therapy. Simply select the appropriate allergens on our immunotherapy order form.
  2. A valid Special Import Certificate (SIC) which you obtain from the VMD. Please refer to our guide on how to apply for an SIC.

Once you have the SIC and completed immunotherapy order form, please send them to technical.support@avacta.com and we can place the order for you.

 

If you have any questions, or need any further information please contact our Technical Support Team on 0800 3 047 047 or email technical.support@avacta.com.

 

PLEASE NOTE:

Staphage Lysate (SPL)

There is currently an ongoing (potentially long-term) supply issue for this therapy. Unfortunately, at this time point, we are unable to give an indication of when the product may be available again. If you would like to be updated with further information regarding availability or have any questions, please contact our Technical Support Team by email at technical.support@avacta.com or by phone on 0800 3 047 047.

How do we obtain a Special Import Certificate?

Paperwork to support your therapy order can be obtained free of charge from the Veterinary Medicines Directorate (VMD). Please download our handy step-by-step guide, or contact our technical support team for further assistance.

Why do we need a Special Import/Treatment Certificate to order Therapy?

It is a compulsory requirement based on legislation issued by the Veterinary Medicines Directorate (VMD). The paperwork is necessary for any practice VMD inspection.

I am a pet owner can I discuss my pet’s results?

We provide a range of allergy information and guides specifically for pet owners, but when it comes to discussing individual animals or their results, it needs to be done in light of the full clinical picture and so can only be done by your vet. So, if you have any questions in relation to your pet’s condition and/or test results please contact your vet directly.