1. Why this Policy matters
International diagnostic-test ordering involves cross-border shipping of physical Test Kits and biological samples. The logistics workflow is one of the most consequential and most misunderstood parts of the service. This Policy explains, in plain language, which countries we currently support, how outbound and return shipping works, who pays for what, what customs documentation is required, what can go wrong, and why operational timelines may vary.
We encourage you to read this Policy in full before placing your first international order.
2. Where we ship today
GLOAIA Labs currently supports self-service ordering for the following ten countries:
| Region | Country | Shipping treatment |
|---|---|---|
| India | India (IN) | Standard shipping |
| United States | United States (US) | Standard shipping |
| Curated international | United Arab Emirates (AE) | Standard shipping (subject to review) |
| Canada (CA) | Standard shipping (subject to review) | |
| United Kingdom (GB) | Standard shipping (subject to review) | |
| Australia (AU) | Standard shipping (subject to review) | |
| Singapore (SG) | Standard shipping (subject to review) | |
| Japan (JP) | Standard shipping (subject to review) | |
| Ireland (IE) | Standard shipping (subject to review) | |
| Netherlands (NL) | Standard shipping (subject to review) |
If your country is not on this list, we do not currently offer self-service ordering. Please email support@gloaialabs.com for a personalized quote — typical response within 24 hours.
3. The four service flows
3.1 USA domestic (United States → US patient → US laboratory)
- All U.S. Laboratory Partners currently available through GLOAIA Labs provide complimentary outbound shipping within the United States
- All U.S. Laboratory Partners also provide prepaid return-shipping materials for U.S.-based patients (prepaid label, envelope or box, tracking)
- No additional return-shipping payment is required from the patient for U.S. domestic orders
- Customs and import duties: not applicable
- Typical timeline: outbound 2-3 business days; sample return 1-3 business days after collection
3.2 India domestic (US laboratory → Indian patient → US laboratory)
- Outbound shipping is dispatched from the U.S. Laboratory Partner via FedEx or UPS
- Outbound shipping cost varies by Laboratory Partner
- Return shipping (sample from Patient to U.S. Laboratory) is the Patient’s responsibility, paid directly to the courier
- Customs and import duties are addressed in Section 6
3.3 Curated international (US laboratory → AE/CA/GB/AU/SG/JP/IE/NL → US laboratory)
- We accept the order at checkout. The order then enters our shipping review workflow, in which we confirm the exact outbound shipping cost with the relevant Laboratory Partner for your specific delivery address
- Within 24 hours of order placement, we email you the confirmed outbound shipping cost, the estimated outbound transit time, and the return-shipping process for your country
- You may proceed with the order at the confirmed cost, or you may cancel for a full refund if the confirmed cost is not acceptable. Refunds are governed by our Refund Policy
- Return shipping is the Patient’s responsibility, paid directly to the courier at actual cost
3.4 Countries outside our currently supported regions
If your country is not currently listed among our supported countries, please contact support@gloaialabs.com before placing an order.
Our review process is collaborative and designed to give you a clear answer before any money or kits change hands.
Step 1 — Contact our support team. Email support@gloaialabs.com with: your country of residence, the laboratory test you wish to order, and any relevant logistics information you may already have.
Step 2 — Contact your local FedEx customer support (if requested). If the workflow appears potentially feasible, we may ask you to contact your local FedEx customer support team. Your local courier can advise whether such shipments are permitted from your country, what documentation is required, whether special packaging or declarations are needed, and whether your location is serviceable.
Step 3 — Share the courier requirements with us. Forward the information to support@gloaialabs.com. Our team will then coordinate with the relevant Laboratory Partner.
Step 4 — Final feasibility confirmation. If all operational requirements can be satisfied, we will confirm the process with you and provide instructions for proceeding.
Please do not place an order for a country outside our currently supported list until feasibility has been confirmed in writing by GLOAIA Labs.
Approval of an individual order from a country outside our standard supported-country list does not automatically establish ongoing service availability for that country. Future orders from the same country may remain subject to separate feasibility review.
4. Carriers we work with
We coordinate shipments through established international courier providers, primarily FedEx, UPS, and DHL (selected lanes).
Carrier choice for any given shipment depends on the originating Laboratory Partner’s preferred carrier, lane availability, your destination country, and applicable export documentation requirements.
5. Operational timelines (estimates, not guarantees)
| Step | Typical duration | What’s happening |
|---|---|---|
| Order acceptance and laboratory approval | 1-2 business days | We confirm the order with the Laboratory Partner |
| Kit production and dispatch | 1-2 business days | The Laboratory Partner prepares the Kit |
| Outbound shipping — USA domestic | 2-3 business days | Kit travels to your address within the USA |
| Outbound shipping — international | 4-6 business days | Kit travels to your address internationally |
| Sample collection by Patient | At your convenience | Most collections take under 15 minutes |
| Return shipping | 3-7 business days | Sample travels back to the Laboratory Partner |
| Laboratory processing | 7-14 business days | Sample is accessioned, processed, and Report is generated |
| Report available in your Account | Same day as laboratory finalization | We notify you by email |
Realistic end-to-end estimate: approximately 3 to 4 weeks from order placement to Report availability. These are estimates, not guarantees.
6. Customs duties and import taxes
6.1 Outbound (Kit shipped to the Patient)
For shipments to destinations outside the United States, any customs duties, import taxes, GST/VAT on imports, and local handling charges assessed by your country’s customs authority are the Patient’s responsibility.
6.2 Return (sample shipped from the Patient to the U.S. Laboratory)
Customs duties or import taxes on biological samples being shipped from your country to the U.S. Laboratory are typically handled by the U.S. Laboratory Partner.
6.3 Patient responsibility for local-jurisdiction import permission
Patients are responsible for ensuring that importation of diagnostic collection kits into their jurisdiction is permitted under local law.
GLOAIA Labs provides operational guidance and coordination but does not adjudicate the legal status of biological-sample importation under your country’s laws. Local courier providers and regulatory authorities are generally best positioned to advise on country-specific shipment requirements.
7. Country-specific return-shipping documentation
7.1 General
- A Return Invoice (provided in the Kit)
- A FedEx Air Waybill or equivalent for the chosen courier
7.2 United States and Canada
Return Invoice only (typically included in the Kit)
7.3 Singapore
- 3 copies of the Return Invoice
- 3 copies of the FedEx Air Waybill
7.4 India
- 3 copies of the Return Invoice
- 3 copies of the FedEx Air Waybill
- A non-infectious, non-hazardous declaration (provided by GLOAIA Labs)
- A valid photo ID for shipment processing (required by FedEx India)
7.5 Other countries
Please contact our team well in advance of return shipment for country-specific documentation requirements.
8. Sample validity windows
Most diagnostic samples have a validity window from the date of collection — typically 3 to 7 days, varying by test. Test-specific windows are noted in the Kit instructions.
9. Restricted destinations
Certain jurisdictions have national export-control rules on biological samples. These restrictions are determined by your country’s authorities, not by us. If your country imposes restrictions that prevent sample return, the order cannot proceed and we will tell you at the earliest opportunity.
9.1 Regulatory variability outside our control
The operational availability and regulatory feasibility of cross-border diagnostic testing depends on factors outside GLOAIA Labs’ control, including biological-sample export and import regulations, customs treatment, courier-network policies, laboratory-shipping feasibility, import classification changes, public-health restrictions, and geopolitical events.
A test that was operationally feasible when you placed your order may become temporarily or permanently infeasible by the time the Kit needs to be dispatched, or by the time the sample needs to return.
Import/export regulations governing biological samples, diagnostic collection kits, and health-related materials may change without prior notice. Patients are responsible for verifying current requirements applicable in their jurisdiction before ordering and before arranging return shipment.
10. Lost, damaged, or seized shipments
10.1 Lost shipment
If a Kit shipment fails to be delivered and the courier issues an official lost-shipment determination, we will arrange a replacement Kit at no additional cost.
10.2 Damaged shipment
If a Kit arrives visibly damaged, please notify us within 7 days of delivery with photographs. We will arrange a free replacement.
10.3 Seized or held by customs
If a shipment is held by customs in your country, please notify us at support@gloaialabs.com as soon as you become aware.
10.4 Returned-to-sender
If a sample is returned to your address, please contact support@gloaialabs.com immediately so we can investigate and re-route.
11. Force-majeure conditions
Operational timelines and shipping availability can be affected by force-majeure conditions, including natural disasters, public-health events, civil unrest, customs blockades, severe weather, and geopolitical events. We will communicate with you when such conditions affect your order and refer to our Refund Policy.
12. Forward-looking note
We are progressively integrating with carrier APIs to provide more accurate, real-time shipping cost calculation and tracking inside your Account. As this functionality becomes available, the “subject to review” workflow for curated-international destinations will increasingly be replaced with confirmed costs at the time of checkout.
13. Contact
| Channel | Address |
|---|---|
| Logistics, customs, country-specific document requests | support@gloaialabs.com |
| Order-status enquiries | support@gloaialabs.com |
| General support | support@gloaialabs.com |
| Phone (Mon-Sat, business hours IST) | +91 9511890757 |
| Address | First Floor, 7, Ujwal Greens, Phase A, Lane No A-20, Sr No 148, Raikar Nagar, Dhayari, Pune, Maharashtra 411041, India |