EquiLife

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Terms and Conditions

Frequently Asked Questions

EquiLife is committed to meeting the needs of our Community! Our primary focus is always creating the best customer experience! Support is available via email or phone. You can also contact our Live Support on the website (see the round button on the

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

Online Orders & Shipping Questions

When do shipments arrive?

How much is shipping?

What is your return &  refund policy?

Where can I manage my subscription details?

Do the protocols come with directions?

How often do you offer sales & promotions?

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

Do you offer quantity discounts or bulk buying discounts?

How Do I Expedite My Refund?

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

Why does it look different when I login to make changes to my subscription(s)?

How do I cancel my subscription?

How do I change the frequency of my subscription?

How do I change my subscription delivery date?

How do I pause my subscription?

Can I add products to my subscription?

I have multiple subscriptions, can I combine them into one subscription?

I have a subscription issue that isn't listed here, can you help?

How do I update my subscription payment method?

What are your shipping charges for international subscription orders?

Can I swap my subscription product for another?

Can I save more if I subscribe to more products?

Subscription FAQs

What is the EquiLife Health Portal?

What is the URL to login to the EquiLife Health Portal as a Client?

What benefits does the EquiLife Health Portal provide me?

Can I cancel my EquiLife Health Portal account at any time?

If I have additional questions, who should I contact?

Explain the links on the left-hand navigation bar.

Introduction to the EquiLife Health Portal

Why did I receive an invitation to the EquiLife Health Portal from my provider?

Why did my provider invite me to join him/her on the EquiLife Health Portal?

How do I accept an invitation?

I have been invited by my Provider and do not have an existing EquiLife account, how do I create one?

I would like to join the EquiLife Health Portal but do not have an EquiLife Account. How do I create one?

Why is the Portal asking me to authorize my Provider to have access to my lab results information?

Why is the Portal asking me to authorize my Provider to have access to my purchase information?

If I grant authorization to share my information with my provider, can I cancel it at any time?

Portal Onboarding For Clients Invited By A Health Provider

How do I create an EquiLife Health Portal account?

Portal Onboarding If You Are Not Invited By a Provider

What’s included in my lab test kit?

When do I register my lab?

Where do I go to register my lab?

How do I register my lab?

How do I register a lab for someone else?

Where do I go to continue an in-process lab registration?

What are the components of the registration process?

How do I select my DOB without scrolling through month by month?

How do I know if I have completed my registration?

Are there any browsers that are NOT supported?

Why are you asking for the detailed information on the online intake form?

Will this information be saved for future labs I purchase?

What are the legal documents I need to sign and what do they mean?

How do I register my child's lab test kit if they are under 18?

How do I register a bundle?

I started a registration with the wrong email, how do I change it?

Lab Test Registration

How and when do I complete my lab test kit?

Do I need to label my tubes in addition to registering online?

Is there a deadline by which I must send my lab samples to the laboratory?

Can I run labs for my children?

Which international countries do you ship labs to?

Completing Your Lab Test Kit

Where and how do I send my completed lab test kit(s) to the laboratory from within the US (domestic shipments)?

Where and how do I send my completed test kit(s) if I live outside of the US (International)?

Are there any states that have lab test restrictions?

Returning Completed Lab Test Kits

How do I know if the lab received my completed test kit?

I’ve already mailed my sample but I didn't register, what do I do?

Status of Completed Lab Test Kits

When do I receive my lab test results?

How do I access my lab test results?

How can I download my lab results?

Accessing Lab Test Results

How and when do I schedule my complimentary lab review call?

How and when do I schedule my coaching call?

Where in the EquiLife Health Portal do I see my scheduled appointments?

How do I change/cancel my appointment?

If I have a bundle, when do I schedule?

How do I meet with my provider for my complimentary coaching call?

How long is my coaching call?

Why is it important for me to meet with my health coach?

Do I need to meet with a health coach to run a lab test?

What are my coach’s qualifications?

What happens after my Coaching Call?

How often should I redo my lab tests?

When should I schedule a follow-up consultation?

What will I receive at my follow-up consultation?

Complimentary Coaching Calls

How do I message (chat) with my coach after my call?

Can I send messages (chat) within the EquiLife Health Portal?

How will I know if I have an outstanding message?

Messages, Notes, and Notifications

Why is my Wellness Plan important to me?

If my coach recommends any supplementation, where do I purchase their recommended products?

Can I purchase EquiLife products & labs through the Portal?

Can I use my HSA/FSA to pay for my labs and supplements?

Wellness Plans

How do I become an Ambassador?

What is the commission structure for the products I sell?

Who is eligible to become an EquiLife Ambassador?

Do I get a discount for being an Ambassador?

My Ambassador application was approved! What are my next steps?

How can I track purchases and sales generated through my unique tracking link in Impact?

How long will it take to receive a payout on the commission I earn?

How do I receive payments on approved orders? Do I need a PayPal account?

How do I create product-specific tracking links (sometimes referred to as deeplinks) to individual product pages?

Can I use my unique link on social media like Facebook, Instagram, TikTok, etc.?

What if a customer forgets to use my unique tracking link?

Does this program provide my customers with a discount?

Can EquiLife provide me with a code instead of a link to share?

How can I make sure I’ve received commission for the sales made from my Impact tracking link?

Someone made a purchase with my Impact tracking link, but I don’t see it showing up in my dashboard. How do I know it worked?

If my client makes a purchase and they opt into the EquiLife marketing emails, will EquiLife communicate to them directly? And will I lose the sale if they purchase direct or through an email they receive?

If my client purchases a lab test through my link, will they still receive a consultation with a health coach?

Become An EquiLife Ambassador

EquiLife Health Portal (NEW)

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

Sample Collection Videos

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?

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

Can I take this test if pregnant or breastfeeding?

Why can't this test be ordered or completed in New York?

When should I do a retest for Candida?

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?

Should I freeze my sample after collection?

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?

Can I take this test if I am on immune suppressants?

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

Can I take this test if pregnant?

Why can’t this test be ordered or completed in New York?

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

What if I cannot get enough blood to fill all five spots?

What should I do after completing the blood spot sample collection?

When should I do a retest for the Food Sensitivity Lab?

How long is the blood spot sample viable for?

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?

Can I do enemas before collecting my sample?

Can I take this test while pregnant?

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

What if I fill the vial past the red line?

When should I ship my samples?

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 I do not have enough hair on my head?

What if my hair has been dyed recently?

When should I do a retest for the Minerals & Metals lab?

How current should the symptoms be when checking things off on the form?

I have additional questions about sample collection, who should I contact?

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

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

What are the hours of EquiLife's Customer support team?Updated 5 months ago