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Frequently Asked Questions

<p>Once your return package has been received and processed by the carrier, your exchange order will typically be processed within two business days. You will receive an email confirmation as soon as your new order has been finalized.</p>

Once your return package has been received and processed by the carrier, your exchange order will typically be processed within two business days. You will receive an email confirmation as soon as your new order has been finalized.

How soon after the exchange is initiated will I see my order process?

Returns FAQ

Product Exchange FAQ

How do I log into the EquiLife Health Portal?

If I am new to EquiLife, how do I create an EquiLife Health Portal account?

How do I login when registering a lab on labs.equi.life (instead of directly into the EquiLife Health Portal - either URL is fine and both enable you to register your lab)?

If I am new to EquiLife, how do I create an account when registering a lab on labs.equi.life (instead of directly into the EquiLife Health Portal - either URL is fine and both enable you to register your lab)?

Do I need a password and are there any password requirements?

What is a six digit, one-time code?

How do I receive the six digit, one-time code?

What should I do if I don’t receive my six digit, one-time code?

How long is my six digit one-time code valid for?

Can I request a resend of the six digit, one-time code?

What is a Passkey?

How do I create a Passkey?

How do I use a Passkey?

How do I know if my personal device enables a passkey?

Does my six digit, one-time code and Passkey work on equi.life and the EquiLife Health Portal?

If I’m logged into either equi.life or the EquiLife Health Portal, am I automatically logged into the other?

Is the six digit, one-time code and/or Passkey secure?

As a Provider, will I be automatically logged into my Provider Portal account or my personal portal account through the use of the six digit, one-time code or passkey?

Login Instructions For EquiLife Health Portal

How do I log into my EquiLife account?

If I am new to EquiLife, how do I create an EquiLife account?

How long is my six digit, one-time code valid for?

What is EquiLife’s Buy Again feature?

Where do I find past orders to utilize EquiLife’s Buy Again feature?

If I made a purchase during a promotion, does the Buy Again feature provide the same discount?

Am I able to change the shipping address information or payment method when utilizing EquiLife’s Buy Again feature?

Does EquiLife save credit card information?

How is my credit card information stored?

Can I opt-out of having my credit card information stored within the EquiLife checkout?

Am I able to store more than one shipping address within my EquiLife account?

How do I add an additional shipping address to my EquiLife account?

Can I ship to more than one location within a given transaction?

Is my stored credit card information secure?

Login Instructions For Equi.Life Website

What is EquiLife’s relationship with Flex?

How do I pay with my HSA or FSA card?

What is a Letter of Medical Necessity?

What if I don't have my HSA/FSA card available?

Why is my HSA/FSA card being declined?

I submitted my Flex itemized receipt for reimbursement and my FSA requires more information?

Help! I didn't receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do?

I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?

My purchase receipt from Equi.Life has a different number than what my FSA was charged. How can we resolve it?

Is sales tax covered by HSA/FSA funds, or is it treated separately?

Can I use my HSA/FSA funds for a prior transaction?

Can I use my international HSA/FSA card?

General HSA/FSA FAQs

Why do I need to provide EquiLife with health information to generate my Letter of Medical Necessity?

Do I need to do anything with my Letter of Medical Necessity?

How often do I renew my Letter of Medical Necessity?

Help! I mistakenly entered my name and/or date of birth and need to get an updated letter. Who can I reach out to?

Letter of Medical Necessity FAQs

The date on my Letter of Medical Necessity is one day different from my receipt.

My FSA says I need additional information added to my Letter for approval.

Help! I did not receive an itemized receipt and/or Letter of Medical Necessity from Flex. What should I do?

My HSA/FSA claim was denied. What should I do?

Can a customer purchase a product now and apply for FSA reimbursement in the next calendar year?

Can old (non-Flex) customers use their order confirmation email to apply for HSA/FSA reimbursement?

HSA/FSA Reimbursement FAQs

EquiLife HSA/FSA Program FAQs

When do shipments arrive?

How much is shipping?

What is your return &  refund policy?

Where can I manage my subscription details?

Why don't my subscriptions count towards the free product promotions?

What are the hours of EquiLife's Customer support team?

How Do I Expedite My Refund?

Why am I unable to order Daily Fruit & Vegetable Blend from Australia?

Online Orders & Shipping Questions

Return & Refund Policy

What is Your Return & Refund Policy?

How do I process a return for a full refund?

How long do I have to return my item(s) once I have my return label?

How much am I charged for a return label?

How soon after I return the item(s) will I see my refund?

Can I use my own return label?

What carrier do you use for your returns?

Any Further Questions?

Return/Refund FAQ

How do I process a return for a store credit?

When will I receive/see my credit?

Where can I see my store credit amount?

Do my store credits expire?

Are credits transferable?

How do I use my store credit?

Are credits stackable with promos, etc.?

What if I change my mind after receiving store credit and prefer a full refund?

Store Credit FAQ

How do I initiate a product exchange?

What if the product I want to exchange is more than what I originally paid?

What if the product I want to exchange is less than what I originally paid?

Am I charged for a return shipping label when I opt to exchange an item?

What happens if I opt for an immediate exchange and place my order?

What if I received a defective or damaged product/order?

Return of Defective Goods

Where can I find recipes?

Supplement FAQ

Is there an instructional video for how to collect my sample?

Sample Collection Videos

What has changed with the methodology for labs requiring bloodspot samples?

Which bloodspot tests utilize the updated methodology?

How is this testing different for the bloodspot lab tests?

Are my old recommendations from blood spot tests still valid?

Why are the ranges different for the blood spot lab tests? Are they comparable to my previous test?

Is there any change to blood spot collection?

How can I get my supplement and protocol recommendations?

Upgraded Methodology For Labs Requiring Bloodspot Samples

Is there a video showing how to collect a saliva test?

What if I cannot produce enough saliva for my samples?

What is the recommended timing for the collection of the 4 saliva samples?


What should I do prior to my saliva sample collection?

How long are my saliva samples viable for?

Is there anything I should avoid before collecting the saliva samples?


How do I mail my sample back (US)?

How do I mail my sample back (International)?

Adrenal Cortisol Stress Test

What is the recommended timing of collecting my sample?

Is there anything I should avoid before collecting the saliva samples?

Bedtime Cortisol Test

Are there any videos on how to collect a urine sample?

What should I do prior to my urine sample collection?

Do I need to avoid anything prior to taking this sample?

I'm planning to collect my urine sample for the Candida, Metabolic & Vitamins Test tomorrow morning. What if I wake up in the middle of the night to urinate?

I'm concerned that my urine sample may be too diluted. What should I do?

I'm in the middle of the Parasite Protocol and I just received my Candida, Metabolic & Vitamins Test, can I run the lab now or should I wait?

How long can my urine sample stay frozen before shipping?

Candida, Metabolic & Vitamins Test FAQ

What if I cannot produce enough saliva for my samples?


How long are my saliva samples viable for?


DHEA Test

Can I take the Estrogen test while pregrant?

Can I take the Estrogren test if I'm menstruating?

Estrogen Test

What should I do prior to my blood spot sample collection?

What if I do not get enough blood on the blood spots - can I add more to each spot on another try?

Are there videos showing how to collect a blood sample?

How do I mail my sample back? (International)

Food Sensitivity FAQ

I can't find the instruction sheet, where can I get another one?

What should I do prior to my stool sample collection?

Do I need to collect my samples in 3 consecutive days? (what if I do not have a daily BM?)

How long are the samples viable for?

The instructions say to freeze the collection in the white capped vial, should I freeze or refrigerate the other vials as well?

Is there a video showing how to collect a stool sample?

Gut Bacteria & Parasite Test FAQ

Men’s Wellness Test

What should I do prior to my hair sample collection?

Where should I take my sample from?

What if my hair has been dyed recently?

Is there a video showing how to collect a hair sample?

How do I send back my sample? (US)

How do I send back my sample? (International)

Minerals Metals FAQ

Mold Test FAQ

What if I cannot get enough blood to fill all the spots on the card?

Where can I find videos on how to collect a blood spot sample?

Omega-3 & Inflammation Test FAQ

Can I take the Progestrone test while pregrant?

Can I take the Progestrone  test if I'm menstruating?

Progesterone Test


What if I do not get enough blood on the blood spots - can I add more to each spot on another try?


Are there any special precautions to take when collecting a blood spot test if on topical hormones?


Can I take this test if I am on blood thinners or have a blood clotting issue?


Can I take this test if pregnant?

Do I need to avoid anything prior to taking this sample?


How long is my blood sample viable?

Thyroid Panel Test

Can I collect a urine sample if I am on my menstrual cycle?


Can I take this test if pregnant?


I'm concerned that my urine sample may be too diluted. What should I do?


I'm planning to collect my urine sample for the Sleep & Stress Test tomorrow morning. What if I wake up in the middle of the night to urinate?


How soon after the exchange is initiated will I see my order process?Updated 2 hours ago