Need help or have questions? Contact our Customer Support team below.

Live 24/7 Chat (Quickest Reponse)

You can chat with AZOVA’s Customer Support team for comprehensive support, including help with your account, testing, shipping, and results. We typically respond within 5 minutes. Click the messaging icon on the lower right corner of the page to get started.

Talk with Customer Support

You can call the dedicated support line for Delta customers using the number below. Please note that wait times may vary depending on call volume.


Do you need a doctor's visit? Get an online visit with a doctor today.

If you are unsure you need a COVID-19 test or have other healthcare questions and concerns, you can get an online video, telephone, or secure messaging visit with a doctor or other healthcare provider. The AZOVA Digital Health Network connects you with healthcare providers in all 50 states of the United States, making sure you can access healthcare anywhere, anytime.


Frequently asked questions

Where will I get my results?

When you are tested at any participating AZOVA COVID testing network location or if you are taking an at home test self administered kit with video observation services from AZOVA, your results PDF report will be delivered to you via an SMS and email link where you can login, view, share or print your results at any time. You will also receive a Simple Health Pass that you can use for travel, school and work where the AZOVA Simple Health Pass is used.

What do my results mean?

Your results are reported as either positive/detected, negative/not detected or indeterminate/invalid.

  • A positive result means that the SARS-2 COVID-19 viral RNA particles or proteins were detected in your sample.
  • A negative result means that the RNA particles or proteins were NOT detected in your sample.
  • An indeterminate result can happen for a few reasons; if your sample was inadequate (not a sufficient swab or saliva sample), then there may not be enough sample to provide a result. Sometimes an indeterminate result can also occur when your sample does detect viral RNA or proteins, but not at a high enough concentration to definitively call it positive. If you took at at home saliva or nasal swab RT-PCR mail in laboratory test, and your sample was received by the laboratory without a cap, without the cap being attached properly or if your saliva sample is inadequate or was collected after eating, drinking, smoking or chewing gum, then the lab will not be able to process your specimen adequately and you will receive an indeterminate result. To prevent an inadequate nasal or saliva sample, be sure to follow ALL directions in your test kit and tightly attach the cap to your collection tube once you have provided your sample. DO NOT eat, drink, smoke or chew gum for at least 30 minutes prior to providing your sample.
What if I get a positive test result?

If you receive a positive test result, you should isolate yourself according to the CDC guidelines or the guidelines of the local Ministry of Health where you tested positive:

How quickly will I receive my COVID-19 test results?

If you took an at home rapid test kit, your results are available as soon as the test kit is done processing and your video proctor has reviewed and validated the results. The at home rapid test kits provide results in 10 to 60 minutes in most cases.

If you scheduled an in person rapid PCR test, your results are usually available within a few hours, but not more than 24 hours.

If you scheduled an in person rapid antigen test, your results are usually available within 20 to 30 minutes, but not more than 3 hours.

If you scheduled an in person standard RT-PCR test that is processed at a laboratory, your results will be ready in less than 72 hours from the time your sample was collected.

If you took an at home saliva or nasal swab test that you mailed back to the lab then you can expect your results within 12 to 48 hours from the time the lab receives your kit.

What is the difference between quarantine and isolation?

Quarantine is the process of keeping someone who might have been exposed to COVID-19 away from others. If you have been exposed to someone who tested positive to COVID-19, please refer to the CDC guidelines for quarantine here.
Isolation is the process for isolating someone who is sick or who tested positive for COVID-19 away from others. You can read more about CDC isolation guidelines here.

What if I test positive and I am not sick?

A COVID-19 infection can be completely asymptomatic or can cause mild to severe illness. If you took a rapid test and the test is positive and you are not sick, please follow up with a standard PCR test for confirmation of the positive result. If the PCR test is positive, and you are asymptomatic, the CDC recommends that you isolate and can be with others after 10 days have passed since the date you had your positive test. You can also test positive BEFORE you develop symptoms. This is another scenario in which you can get a positive test without symptoms. Please refer to the CDC guidelines here:

What if I test negative and I have symptoms that may be consistent with COVID-19?

There are many viruses or bacterial infections that can cause the same or many of the same symptoms as COVID-19. It is possible to also be infected with more than one virus or bacterial infection at the same time. PCR or antigen testing can be negative at the very beginning of COVID-19 infection, but will become positive later in the infection as the viral counts rise. It does not mean this test is incorrect, but means that you may not have yet been shedding enough viral particles for the infection to be detected or you may have a different viral or bacterial infection. It is recommended that you seek medical attention in this case. Regardless, you should isolate yourself if you are sick.

To schedule an in person provider administered test, you can search any of our testing network locations anywhere in the world and find a location nearest you to schedule an appointment. To find the nearest location, refer to our testing networks here. To schedule in the United States, go here. Choose the type of test you need, schedule your appointment and show your appointment confirmation QR code email to the test collection site when you arrive. Our testing network providers will take your sample and send your results to you through the AZOVA web and mobile application.

AZOVA also offers concierge services in most countries where our lab networks exist. Our concierge providers will come to your home or office at your requested time to take your sample. For the United States, go here. For all other countries, please check the local testing network page to book with the local concierge provider.

What is a COVID-19 PCR Saliva or Nasal Swab Collection Test Kit?

This is the most convenient way to get a PCR COVID-19 test from the comfort of home. Purchase as many kits as you need. Use the kits within 60 days of purchase. While supplies last.

Who can use this collection kit?

The COVID saliva or nasal swab PCR test kits can be used by any person who can provide a saliva or nasal swab sample down to the age of 2. No painful nasal swabs! Receive your kit and get tested when you need it. Get your results right on your phone! PCR testing is the gold standard and most accurate form of COVID testing available today. This test has a 98% sensitivity (correctly identifies someone who is infected) and 99% specificity (correctly identifies someone who is not infected).

What is a PCR test and why is it preferred? Is this the same as an RT-PCR test?

A PCR test is a type of "molecular diagnostic test". It is performed in a high complexity laboratory on special machines that are designed to detect the presence of viral RNA particles. If the particles are detected, the test is considered positive. PCR testing is the gold standard and is the most accurate and is more likely to detect the SARS-CoV-2 virus that causes COVID-19 than other tests on the market. A PCR test is most likely to tell you that you have the virus when you do and to tell you that you do not have the virus when you don't. Please note, this test is a real time PCR test, also called RT-PCR.

How accurate is this test? Why should I consider PCR testing over antigen testing?

PCR testing is much more sensitive than most antigen tests. Antigen tests usually have a sensitivity of approximately 80% whereas our PCR test is 98% sensitive. This means that an antigen test will not detect that you have the virus up to 20% of the time even though you do, whereas a PCR test will not detect it only 2% of the time on average. The PCR test is the most sensitive testing option available today.

How does the test work? What does it measure?

The test determines whether you are currently infected by testing for the presence of the SARS-CoV-2 virus in your saliva. It does this by detecting unique genetic RNA markers that are specific to the virus. This is not an antibody test.

Is this the same type of test they use in hospitals and doctor’s offices?

Yes. This is the same testing technology that is used in the hospital setting. Most of the tests currently available use a nasopharyngeal swab. This test uses a simple saliva sample to test for COVID-19.

How do I collect my saliva or nasal swab sample?

Follow the instructions provided with the kit to collect a saliva or nasal swab sample.

Are there any states that don't allow me to take this test?

You can take this test in all 50 of the United States.

Are these test kits covered by insurance?

COVID testing through AZOVA is a self-pay service. AZOVA does not bill insurance. Please keep your receipt when you purchase your kit at the pharmacy and AZOVA will also provide you with a receipt for your lab order. You can submit both of these to your insurance company however, this is not a guarantee that your insurance will cover the cost of the test. Whether or not your insurance will cover the cost of the test is up to your insurance provider. You can use most HSA or FSA cards to purchase a COVID test, however reimbursement is up to your employer.

How many test kits can I purchase?

You can purchase as many test kits as you need.

Can I return this test kit for a refund?

This product is non returnable and is not eligible for a refund.

Are my test results reported?

If you are taking a test in the United States, COVID test results reporting is required in every one of the United States for standard laboratory processed PCR tests. Rapid tests may or may not be required to be reported, but all reporting is completed by the laboratory that processed your sample or by the provider who collected your rapid sample or by AZOVA. The required information will be shared on your behalf to your state as required by law.

Is my health information safe and protected?

YES! Protecting your personal health information is the NUMBER ONE priority of AZOVA. AZOVA maintains HIPPA, SOC2, and HITRUST data security certifications. These certifications require an ongoing security audit process on all AZOVA systems.

Can I take the test whenever I want?

You can schedule your video observation at any time that you need to take your test. We provide video proctoring services for at home self test kits including PCR, rapid molecular and rapid antigen tests. You can take your test when you need to. If you are taking an at home PCR test kit in the United Stats, before you take the test, you must complete a health assessment and get a lab order. When you are ready to take the test, activate your kit ID barcode at and follow the instructions to take your test. If you are taking any other rapid test kit, then you can schedule a video call seven days a week 365 days a year.

Is it required to take my test with video observation?

Observation during testing is required for travel to certain locations and for participation on some athletic teams. The video observation service enables verification that the person who is taking the test is actually the person whose sample that is tested and also enables visual inspection of rapid test kit results. If you are traveling please check the state or country that you are going to and determine what the requirements are for that location. Our at home PCR test kits and the Lucira Check-It COVID-19 test are both authorized for travel to Hawaii, Aruba and Canada only if taken under video observation. Our at home PCR test kits are approved for travel to Bermuda.

What if I submit my sample without video observation?

Your test will still be processed by the lab, however, you will not receive a video observation certificate and you will not receive a certificate for travel to Hawaii or Bermuda if you do not complete your test under video observation.

We use the P23 TaqPath Sars-cov-2 Assay and the Infinity Biologix TaqPath SARS-CoV-2 Assay and the AdvantaDx SARS-CoV-2 RT-PCR Assay. Your home collection instructions card includes the name of the assay that will be run for your test.

If you received the P23 COVID-19 Test Collection Kit from AZOVA, your test is the P23 TaqPathSARS-CoV-2 Assay.

Fact sheet for healthcare providers | Fact sheet for patients | Home Collection instructions for patient

If you received the AZOVA COVID-19 Test Collection Kit, your test is the Infinity Biologix TaqPath SARS-CoV-2 Assay.

Fact sheet for healthcare providers | Fact sheet for patients | Home Collection instructions for patient

If you received the Advanta™Dx SARS-CoV-2 RT-PCR Assay, your test is the Advanta™Dx SARS-CoV-2 RT-PCR Assay.

Fact sheet for healthcare providers | Fact sheet for patients | Home Collection instructions for patient

These tests have not been FDA cleared or approved;

These tests have been authorized by FDA under an EUA for use by authorized laboratories;

These tests have been authorized only for the detection of nucleic acid from SARS-CoV-2, not for any other viruses or pathogens; and

These tests are only authorized for the duration of the declaration that circumstances exist justifying the authorization of emergency use of in vitro diagnostics for detection and/or diagnosis of COVID-19 under Section 564(b)(1) of the Act, 21 U.S.C. § 360bbb-3(b)(1), unless the authorization is terminated or revoked sooner.

What countries to you ship at home test kits to?

You can purchase an at home kit in the United States and Canada. We will also be offering this service in the UK soon.

Can you ship to a PO Box?

No. The test kit cannot be shipped to a PO Box. Please provide a physical address for us to ship your kit to.

I’m taking an at home PCR test kit, what is the fastest way to get my test kit to the lab?

For the United States: Your test kit(s) will be delivered the next day when you drop off your kit box at the nearest UPS store before the cutoff time for overnight shipping for next day service. DO NOT drop your kit off at a drop box as it may not be picked up in time. Only drop off your kit at a UPS Store. Please call your local UPS store to ask for the cutoff time AND to find out if next day air service is available. Certain remote locations DO NOT have next day air service. If your location does not offer next day air service, it will get to the lab via second day service. UPS DOES NOT DELIVER ON SUNDAYS or Federal Holidays. UPS does deliver on Saturdays and the lab will receive specimens on Saturdays. Do not physically take your test kit to the laboratory. Your kit will be rejected.

For test kits purchased in the United States to be taken in the United Kingdom: Your PCR test kit comes with a next day shipping label via the Royal Mail. Drop your test kit in any red Royal Mail box before the local pick up time for delivery the next business day. The Royal Mail does not pick up or deliver on Sundays or local holidays.

Do I need to take my sample to the UPS store on the same day that I provide my PCR nasal swab or saliva sample?

Yes. Be sure to take your test early enough to get it to the UPS store before the cutoff time for UPS next day air.

Have other questions or concerns?
Contact AZOVA Customer Support or call the dedicated support line at +18336438800

stickers img