Please find below answers to some of the top questions that we are most frequently asked. If you can’t find the answer you are looking for please visit the detailed FAQs section within the Nextview or alternatively, give our Customer Support team a call on 01494 629979 or contact them via email at Vetorders.uk@nextmune.com.
Frequently asked questions
Please find below answers to some of the top questions that we are most frequently asked. If you can’t find the answer you are looking for please visit the detailed FAQs section within the Practice Portal or alternatively, give our Customer Support team a call on 01494 629979 or contact them via email at Vetorders.uk@nextmune.com.
How can I contact Customer Support?
If you have any questions at all you can contact our friendly Customer Support team on 01494 629979, they are available from 9am to 5pm Monday to Friday. Or you can contact them by email at Vetorders.uk@nextmune.com.
I want to send a sample but don't have a submission box, how can I get one?
If you do not have a submission box, please contact our Customer Support team on 01494 629979 or by email at Vetorders.uk@nextmune.com and one will be posted to you by the next working day.
If you have a sample that you would like to send but do not have a submission box, please ensure the packaging complies with UN3373 regulations, details of which can be found here.
Please note we only accept samples from UK Veterinary Practices.
Which blood tubes can I use to send a sample?
These can be plain tubes (white top or red if using a vacutainer) or serum gel tubes (brown top), please see the images below. Please note that tubes that contain anticoagulants can interfere with the test and should not be used. Please ensure all samples are spun down and only the serum is sent, do not post whole blood.
Is your laboratory open at the weekend?
The laboratory is open Monday to Friday. If you have a blood sample for testing and the sample will not get to use before we close on friday, we recommend freezing the serum and posting on Monday.
How do I find out test pricing details?
Please email Vetorders.uk@nextmune.com for pricing information.
What options do I have to post my sample?
The following postal options are available:
Royal Mail Postal Drop Off
- Royal Mail Red Pillar box (normal postal method). Simply place your sample submission envelope into your local postal box.
- Post Office/Depot
- Parcel Post Box (available 24/7). Please note the size limit for mail is 44cm x 35cm x 16cm.
To see your local drop-off points for pre-paid postal items (which includes tracked mail) click here.
Royal Mail Parcel Collection
With this FREE pre-paid on-line service, you can now choose to book a collection for your Nextmune UK post. Simply click here.
What are your turn around times for results?
Our standard turnaround times for results are 2-4 working days for ELISA testing and 1-2 working days for PAX, once the sample has been received in the laboratory.
How do I order Allergen Specific Immunotherapy?
To order ASIT:
- Confirm the list of allergens to include in the therapy. Simply log onto the Nextview ordering platform to place the order
- Obtain a valid Special Import Certificate (SIC) from the VMD. Please refer to our guide on how to apply for an SIC.
If you need support with NextView, please email Vetorders.uk@nextmune.com
If you have any questions, or need any further information please contact our Customer Support Team on 01494 629979 or email Vetorders.uk@nextmune.com.
How do we obtain a Special Import Certificate?
Email Vetorders.uk@nextmune.com and one of our team will be happy to advise you on this.
Why do we need a Special Import/Treatment Certificate to order Therapy?
It is a compulsory requirement based on legislation issued by the Veterinary Medicines Directorate (VMD). The paperwork is necessary for any practice VMD inspection so the certificate must be saved for your records and kept up to date.
I am a pet owner can I discuss my pet’s results?
We provide a range of allergy information and guides specifically for pet owners, but when it comes to discussing individual animals or their results, it needs to be done in light of the full clinical picture and so can only be done by your vet. So, if you have any questions in relation to your pet’s condition and/or test results please contact your vet directly.