My Lab ReQuest - Frequently Asked Questions

• Login to your account on SonoraQuest.com
  
  
• Click on My Account in the drop down menu underneath your user account name in the upper right-hand corner
  
  
• Click on My ReQuests on your My Account page
  
  
• A list of your My Lab ReQuest™ orders will appear
  
  
• Click on the upside down ^ symbol next to the order you wish to get the order form for
  
  
• Click on View Form

If you do not visit a Sonora Quest Laboratories Patient Service Center for collection of your prepaid My Lab ReQuest™ order, or if we have not received your at-home collection kit within 90 days of payment, your purchase will expire. If applicable, the prepaid amount will be automatically refunded in accordance with our refund policy.

Please note that if you have an outstanding balance with us from a separate date of service and your My Lab ReQuest order is eligible for a refund per our refund policy, your refund will be applied toward that balance, with any remaining refund, if available, being processed.

You have 90 days to cancel your online purchase prior to sample collection at a Sonora Quest Patient Service Center (see below for At-Home Kit details). 

• To cancel your online order, login to your SonoraQuest.com account, click on My Order History from your dashboard, and click on Cancel next to your order.
• There is a nonrefundable cancellation fee of $20 which will be deducted from your refund for orders greater than $20. Orders that are $20 or less are not eligible for a refund, although you may still cancel the order, which will also cancel your corresponding appointment.
• Please note that if you have an outstanding balance with us from a separate date of service and your My Lab ReQuest order is eligible for a refund per our refund policy, your refund will be applied toward that balance, with any remaining refund, if available, being processed.
• Please allow 12-15 business days from your order expiration date for your refund to be processed.
• If you have questions or would like to expedite this request, please contact us at 602-685-5051, or toll free at 800-853-4288. Please reference your prepaid order confirmation number from your order when calling.
• If you ordered and paid for your testing at a Sonora Quest Patient Service Center, please contact us at 602-685-5051, or toll free at 800-853-4288, to request a refund.

At-Home Kits

• Orders for at-home kits are not eligible for a refund.
• If we have not received your at-home collection kit within 90 days of payment, your purchase will expire.
• If you choose not to proceed with your at-home testing, we ask that you dispose of your kit(s). We cannot accept returns of unused kits.  

If you do not visit a Sonora Quest Laboratories Patient Service Center for collection of your prepaid My Lab ReQuest™ order, or if we have not received your at-home collection kit within 90 days of payment, your purchase will expire. If applicable, the prepaid amount will be automatically refunded in accordance with our refund policy.

Please note that if you have an outstanding balance with us from a separate date of service and your My Lab ReQuest order is eligible for a refund per our refund policy, your refund will be applied toward that balance, with any remaining refund, if available, being processed.

Please allow 12-15 business days from your order expiration date for your refund to be processed.

If you have questions or would like to expedite this request please contact us at 602-685-5051 to request a refund. Please reference your prepaid order confirmation number from your order when calling.

If you were unable to complete payment online please take a moment to start your order again.

No, you cannot edit or add to your prepaid online order, however, if you would like to order additional My Lab ReQuest™ tests, you can either complete a separate online order for them or fill out a blank order form at any of our Patient Service Centers. Payment is due at time of service if you choose not to order online.

Sonora Quest Laboratories cannot provide guidance on what testing you should order. Our web site provides an explanation of what each test available through My Lab ReQuest™ includes and what it can be used for, but if you are unsure of what tests you would like it is recommended that you speak with a physician or utilize the Learn About Lab Tests tool on our website.

No, you cannot edit or add to your physician’s order, however, if you would like any of the tests that we offer through My Lab ReQuest™ we can handle them as a separate order.

Tests that are marked with an F, indicating fasting is required, will have the most reliable results if you are fasting. If you did not fast and would like us to perform the test regardless, we will complete your draw and note it on the report for reference.

Laboratory tests must be accurately identified and performed on the person whose name is on the specimen. We verify ID so that we know the orders and specimen are accurate.

Yes, you may order tests on your child if you are the parent or legal guardian. For certain tests, which are indicated on the My Lab ReQuest™ order form, the minor child must consent to have the testing performed. You will need to indicate this by initialing the order form.

No, STAT tests are reserved for emergency situations. If you are having an emergency, we recommend that you go to the Emergency Room or contact your personal physician immediately.

The tests on the My Lab ReQuest™ online menu and order form are the only tests that Sonora Quest Laboratories currently offers for directly ordered testing. If you would like to order a test or tests that are not listed, we recommend that you visit Any Lab Test Now. We welcome your suggestions for additional tests that you would like to order. Please email your suggestions to websupport@sonoraquest.com. 

We can do part of the tests for you now, but to avoid having two collections, we recommend that you visit Any Lab Test Now and have all of the tests you want to request collected at one time.

No. Laboratories can choose if they would like to offer Direct Access Testing and to what extent. Under the guidance of our Medical Director, Sonora Quest Laboratories chose to offer a select menu of health profiles and screening tests as well as testing for allergies, diabetes, heart health, immunity, and infectious diseases. We will continue to evaluate the tests on our My Lab ReQuest™ menu and add tests as appropriate. We welcome your suggestions for additional tests that you would like to order. Please email your suggestions to websupport@sonoraquest.com.

After careful consideration, Sonora Quest Laboratories chose not to offer urine drug testing for our Direct Access Testing patients for a few reasons. The amount of a drug needed to be positive in a drug test varies from laboratory to laboratory. Additionally, urine drug levels fluctuate with how hydrated a patient is, which complicates the interpretation of results. Due to these factors, urine drug testing performed at one lab may not correspond with results obtained from another. Furthermore, urine drug testing is also available as over-the-counter screening tests that can be purchased from most major pharmacies.

The law (HB2645) clearly states that because a physician has not ordered these tests, we are not allowed to bill insurance, including Medicare and Medicaid.

The law (HB2645) clearly states that because a physician has not ordered these tests, we are not allowed to bill insurance, including Medicare and Medicaid.

No, your physician did not order these tests so we cannot send a copy of the results. However, when you receive your results, you may share that report with your physician.

Yes, this lab testing should qualify for coverage by your Flex Spending or Health Savings Account. We recommend you confirm with your plan before having the testing done if you are unsure of your coverage.

Prices for these tests, whether ordered by you or your physician, are similar. Our prices are reviewed and changed occasionally, so they may vary from time to time. For a physician’s order, your physician may also add-on additional testing they feel necessary depending on results, which can impact the overall cost.

For My Lab ReQuest™ testing, we only allow payment in full. The price is reduced because we don’t do any billing or follow-up mailing and we pass that savings on to you.

Please allow one week for delivery if being mailed, and usually within 3 days if by email or through our online Patient Results Portal. If you do not receive your results in 14 days, please contact our Health Information Management Services department via our Contact Us page (select: patient > accessing my test results > unable to access my results) or by phone at 602.685.5454 for assistance.

It is solely your responsibility to promptly discuss all laboratory test results with a physician - neither Sonora Quest Laboratories nor its Medical Director will provide interpretation, counseling, consultation, or care recommendations on the basis of any laboratory results provided to you. We do provide some general information on lab tests through our Learn About Lab Tests tool and Patient Resources pages of our website.