Troubleshooting

  1. TEST REFERENCE NUMBER: This is used for the Government Passenger Locator Form for Day 2, 8 and Test to Release Tests and can be found on each test when you log into your account in the format ‘ EXCAL1234567 ‘ – please ensure that you type ALL 7 DIGITS after ‘ EXCAL ‘ to ensure it is valid for the government form.
  2. ORDER CONFIRMATION DETAILS: These will be received within 24 hours, and you will receive a payment receipt shortly after ordering.
  3. SAMPLE DELIVERY: Please use the DPD tracking website and Reference number provided to you on the DPD email – please note that delivery tracking details will ONLY be available once the tests leave our warehouse.
  4. SAMPLE COLLECTION AND RETURN: DPD will send you a collection date for your test. The test must be taken on this day before to the pickup time and you will be updated as to the pickup window on that day by DPD and provided with options to communicate with them if this needs to be changed. Excalibur cannot do this for you so please do not contact us to have the collection time, day or location changed
  5. YOUR RESULTS: Please be aware that samples are processed within 24 hours of receipt into the laboratory, NOT 24HRs from time of postage.

Contact Form

Please fill out the below form and one of our customer service team will get back to you as soon as possible. We typically respond within 4 hours however during busy periods this may be longer.

Contact by Phone

Customer services can be contacted between the hours of 8am to 8pm (08:00 – 20:00) 7 Days a week on the following number

0151 805 0386