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Frequently Asked Questions

What is fasting and which tests or profile need it?
Some of the tests or profile requires that the beneficiary is on fast for 10-12 hours before the sample collection is done. During fasting, no food, beverages or medicines are to be consumed by the beneficiary. Only water is permitted. If fasting is not followed, then the results for some of the tests would be affected and values may vary.
When can you arrange for sample collection after I book my tests?
Available slots for appointment will be shown if booking is done 48 hours in advance and it will be scheduled as per the same. If appointment is needed after 48 hours, you will be confirmed a day prior of appointment date and time by SMS & Email both. You will be provided the details of the phlebotomist who will be visiting to your place for specimen collection. Phlebotomist will call and reconfirm the appointment with you which is mandatory for them. Alternatively, you may also contact the service provider whose details are given on the confirmation Email / SMS. However, it may be subjected to availability of technicians on that particular date/time and Thyrocare reserves the right to change the technician and appointment date & slot if required.
How soon will I get reports?
Once the specimen(s) are collected, including transit time, the laboratory will take anywhere between 24 to 72 hours for softcopy reports on your registered email. Hardcopy reports if opted by paying extra at the time of booking (exclusive of the test/package cost), will be reached at you in 3 to 5 days after processing of the sample. You will be intimated by SMS once the softcopy report is delivered to your registered email ID and Hardcopy report is dispatched to your address with tracking details.
Is a doctor’s prescription needed to avail the testing service?
If any preventive healthcare package is required to be done, it does not need doctor’s prescription. However in case of any illness, the patient is advised to consult with their physician before making any booking.
How will the reports be delivered to me?
Softcopy of reports will be delivered to your registered email ID within 24 to 72 hours of sample collection depending upon the transit time. Hardcopy reports if opted by paying extra at the time of booking (exclusive of the test/package cost), will be reached at you in 3 to 5 days after processing of the sample is completed. You will be intimated by SMS once the softcopy report is delivered to your registered email ID and Hardcopy report is dispatched to your address with tracking details.
Can I book my tests online?
Yes, you can book the tests/profiles online. You can choose to pay at the time of sample collection or pay online by Credit/Debit/Net Banking or E-wallets (selected). It can be booked by Thyrocare App as well available on both Google Play Store and iOS platform.
I did not receive soft copy of reports. How can I get it?
If you had given your email-ID, you will receive the soft copy of the reports automatically. In case it is not received, or email-ID was not updated, then please send an email to softcopy@thyrocare.com to get the reports. If your tests are not released for any reason, the soft copy may not be generated.
I did not receive hard copy of reports.
If you have opted for Hardcopy of reports and not received after 3 to 5 days of releasing of reports, please report the case to orders@thyrocare.com, we will ensure report delivery is expedited. Further, we will give you the tracking details with vendor name once it’s dispatched from our end, it can be tracked with them as well. You can also receive the report PDF in your WhatsApp if you send a request at 8422888222 and give barcodes/order ID or registered mobile number.
What if any of my tests are cancelled?
One or more of the tests asked may be cancelled by the laboratory due to clinical / technical or pre-analytical reasons. You will receive information about the same on email and SMS. In such case, our service provider shall be advised to collect the fresh specimen and process the unreported test(s) free of cost. Our team will coordinate with you for re-collection of sample and we will ensure that complete reports are given to you.

Alternatively, the patient can ask for refund if he/she don’t wishes to go for re-collection which shall be granted in full if all tests are cancelled or partial refund if some of the tests are cancelled. For partial refund, the amount is calculated as per the catalogue rate of the unreported test(s), corrected to its weighted average in the total order value. Refunds will be given to the account of the beneficiary directly. Please  click here for our cancellation and refund policy.
How will I get a receipt for the payment made?
If you have made payment online (prepaid booking), then as soon as your transaction is over, there will be a link to print the receipt in your login. It can also be found in the menu under view bookings and click on the lead once you login to the website using your username and password. If it is postpaid booking, immediately after the sample is collected, you will be getting an e-receipt in your registered email ID which is system generated. We don’t provide any physical receipts to the patients. If anyhow, you have not received the receipt, please write to orders@thyrocare.com mentioning your Order ID or registered mobile number.
Can I download PDF of my reports online?
Yes, you can download the soft copy of the reports online. You can login to http://wellness.thyrocare.com using your username and password, go to the menu under view bookings and click download report against each lead and select the order for which the PDF reports are needed. The successfully processed orders will have the PDF generated for download. You can also receive the report PDF in your WhatsApp if you send a request at 8422888222 and give barcodes/order ID or registered mobile number. If tests or profile is booked from App, you can download the reports from there as well.
How can I register a complaint?
You can register a complaint by writing to us at complaints@thyrocare.com or calling to our helpline numbers. You may also send the WhatsApp at 8422995086 for quick action. If you don’t hear from them in 24 hours, please forward the same thread to Redressals@thyrocare.com which is level 2. If you don’t hear from us in 12 hours after escalating to level 2, you can send email to gm.redressals@thyrocare.com which is the highest level. TAT for closure of complaints is 24 to 48 hours depending upon the nature of the complaint and resolution needs to be given.
I have booked a test but I did not get any call from you.
Please write us at orders@thyrocare.com or send WhatsApp at 9870666333. If you don’t get any revert, you can escalate to complaints at mentioned above. You can also call to our helpline numbers which is 022 3090 0000 or 022 6712 3400 from morning 7.00 AM to evening 10.00 PM, Monday to Sunday. (Excluding public holidays)
Is the deputed phlebotomist qualified to do sample collection?
The technicians or phlebotomist for specimen collection are adequately qualified and also would have experience in this field before they are assigned for this task.
How long does it take for my samples to reach the central/regional processing laboratory of Thyrocare?
Depending on the geography, it would take a maximum of 48 hours from the time of sample collection to reach the laboratory.
What is barcoding and how it helps?
Barcode identifies each of the samples that reach the laboratory. Unique barcodes help the automated analyzers to identify the sample, understand the tests to be performed and to report back the results against the barcode after processing. In Thyrocare, a sample is thus identified with its barcode and not the patient name. This starts from the collection stage, i.e. specimen identity is sealed as soon as it is collected in the vials. Thus, it eliminates any chances of human errors or ambiguity or uncertainty.
How do I know if the reports belong to me?
Barcoding helps to seal the identity of the specimen collected from you. There is no pipetting of the sample done (transfer of specimen from one vial to another) and thus no mix-up is possible. The barcodes are registered in the system against the order booked at Thyrocare by the service provider. The samples are transported in sealed containers. Every process in the laboratory is evaluated and approved by accrediting bodies. The laboratory is fully automated in all stages for most of the tests, pre-analytical, analytical and post-analytical avoiding human intervention. The reports are directly printed. There is no possibility of mix up of samples or reports. However, for your satisfaction, you are advised to note down the barcode number(s) as soon as sample(s) are collected and cross check the same with the report(s).
What is the quality assurance from Thyrocare? Do laboratory accreditations matter?
Thyrocare is one the first Indian diagnostic laboratories to obtain internationally renowned quality accreditations like ISO 9001-2000 rating as early as 2001, which is now escalated to ISO 9001:2008; NABL (National Accreditation Board for Testing and Calibration Laboratories) and CAP (College of American Pathologists) certification.
Can I make the payment after I get the reports?
No. The payments have to be done before or at the time of sample collection to the technician in full. The service provider may refuse to process the sample if payments are not made or done partially.
Why are there different rates for same package?
Thyrocare does have company owned or company operated collection centers. All the routine and offline samples are collected through our franchisees only who are given margin for the services they render. Sometimes due to aggressive marketing and promotions, some of the franchisees / agencies may price our packages a little more competitively than the rest by compromising this margin. Mostly this is a camp run for a limited period only. But we can ensure that you will not be charged more than the online rates.
I have got a coupon with special offer, how can I avail the same?
You can follow the instructions given on the coupon to avail the services. You can send us the image of the coupon on WhatsApp at 9870666333. In case of any difficulty, please call us on 022-3090 0000 / 41252525 or send your email to us on customersupport@thyrocare.com to receive guidance on the same.
What are the timings for sample collection at my home?
Morning 6:30 am to 11 am is ideal for sample collection for fasting test/profiles wherein samples of non-fasting tests/profiles can be collected till evening 7:00 pm. We request you to give a 30 min grace period from the time of appointment to compensate for locating your home, possible traffic and bad weather. Collection on Sundays/ Holidays are not available in all the cities.
Some tests are showing abnormal results, what should I do?
The test reports should be interpreted by a qualified medical practitioner. Nevertheless you can still look at the report forms in which the normal ranges are mentioned for all the tests. If any test is abnormal, you must immediately consult with your doctor. Do not start treatment or medication on your own. Most of the time, the lab results may need rechecking before initiating treatment or medication.
Does the transportation affect the quality of reports? Are the samples stable during transit?
All specimens reach Thyrocare within 12 to 48 hours’ time frame from different parts of the country in a triple packaging system as per WHO-IATA guidelines wherein the barcoded vial is the primary receptacle, the thermocol box with frozen cool packs is the secondary receptacle and the outer cardboard box is the tertiary receptacle. All specimens are not just checked for the transportation delays and temperatures but also for factors like hemolysis, clotting, samples without barcodes, leakages, lipemia, wrong vials, etc. and only those samples which pass through the pre-analytical checks are taken for processing.
Does Thyrocare do PET-CT scan?
Our subsidiary, Nueclear offers PET-CT scan at many metros in India at the lowest cost in the market. For more details visit www.nueclear.com or mail at crm@nueclear.com . You may call the helpline number as well which is 022 4128 9999 from morning 7.00 AM to evening 9.00 PM
Can I cancel the prepaid booking and get refund?
The entire amount paid will be refunded in the below mentioned scenarios:-
A) If booking has been done and there is no service provider in that area.
B) If customer has done multiple bookings due to system error. 
C) If service provider has not made any adequate attempt to provide service.
In all the other scenarios other than the ones mentioned above, Rs 100 will be deducted as cancellation charges. Refund will be given once processed within 7 to 10 working days in your account directly from where payment was received.

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