In-person lab testing with Quest®

Ordering and Scheduling

Preparing for Test

Results and Test Information

Reimbursement / Refunds / Insurance

Ordering and Scheduling

  • What happens after I order my test?

    • After purchase, you will be logged in to your MyEverly dashboard to see your lab order status. Once the lab order is processed by the independent physician network, you will receive an email with instructions on how to schedule your appointment at any Quest Diagnostics® near you.You can also walk in to a Quest Diagnostics® for sample collection at your convenience once the lab order is approved.

  • How do I schedule my appointment?

    • You can schedule an appointment at your preferred Quest Patient Service Center by using the link in your MyEverly dashboard, or by calling 866-697-8378.
    • Appointments are strongly encouraged and will receive priority. Walk-ins may be accommodated during the next available appointment opening, but cannot be guaranteed service. Scheduling an appointment will also give you the option of getting helpful pre-appointment email reminders and tips from Quest. If you prefer to walk in, it helps to know that Quest Patient Service Centers are usually busiest in the early morning. We recommend calling the location in advance to confirm they support walk-ins.
    • Please bring a government issued photo ID (drivers license or equivalent) when checking in for your appointment. It must match the information provided when you purchased your test.
    • Steps for booking online:
      1. Login to your Everlywell account and click the “Schedule now” button on your MyEverly dashboard.
      2. Fill out your personal information
      3. Enter your zip code or address to find a location near you.
      4. Pick a date and select a time slot at your preferred location.

  • How do I reschedule an appointment or cancel an appointment?

    • You can view, change, or cancel your appointment by visiting the Quest website and clicking: view, change or cancel an existing appointment.

  • Where is the nearest center to me?

    • You can find your nearest Quest Patient Service Center location by using this online locator. The online locator provides Patient Service Center hours, contact information, and directions.

  • How long do I have to schedule my appointment after I order? Does my order ever expire?

    • All in-person appointments must be completed within 12 months of purchase.

  • Is there anything I should bring with me to my appointment?

    • Please bring a government issued photo ID (drivers license or equivalent) Your ID must match the information you provided when purchasing your test.

  • Are there any costs associated with the appointment/test?

    • All fees are included in the purchase price of your test. You do not need to pay anything additional for the appointment or provide insurance information.

  • If I have questions about my appointment, who do I contact? 

    • Questions about your appointment can be answered by Quest, and questions about your purchase, results, or treatment can be answered by Everlywell Customer Care.

  • How long will the appointment take? 

    • Wait times can vary by time of day and location, so it is recommended to schedule an appointment in advance. However, most customers are seen and served in under 20 minutes. If Quest needs to clarify or update your test order by calling Everlywell Customer Care, it may take longer.

Preparing for Test

  • How do I prepare for this test (STD)? 

    • You do not need to do anything special to prepare for the test sample collection. Please be sure to drink plenty of fluids before your appointment. Fasting is not required for this testing.

  • How are the samples taken?

    • Your samples will be taken at a Quest Diagnostics location. At Quest Diagnostics, a healthcare provider will take your sample by drawing blood from a vein in your arm, and you will self-collect a urine or vaginal swab sample. 
    • Patients with female anatomy will have the option to self-collect a urine sample or use a vaginal swab. During your scheduled appointment time, a Quest Patient Service Representative (PSR) would provide you with a vaginal collection kit that comes in a sealed, protective wrapper and includes a step-by-step collection instruction sheet. If you have questions prior to performing your self-collection, you may call 833-700-2423. The Quest concierge line is open Monday-Friday 8:00 AM to 7:00 PM ET. It is closed on weekends and holidays.

  • The Quest location I went to was closed/could not offer my test. What should I do?

    • You can find your nearest Quest Patient Service Center location by using this online locator. The online locator provides Patient Service Center hours, contact information, and directions.
    • We recommend that you schedule a new appointment at your nearest Quest Patient Service Center by using the online scheduler or by calling 866-697-8378.
    • Appointments are strongly encouraged and will receive priority.  Walk-ins may be accommodated during the next available appointment opening, but cannot be guaranteed service. Scheduling an appointment will also give you the option of getting helpful pre-appointment email reminders and tips from Quest. If you prefer to walk in, it helps to know that Quest Patient Service Centers are usually busiest in the early morning. We recommend calling the location in advance to confirm they support walk-ins.

  • Does getting my blood drawn have any side effects I should be aware of?  

    • Having your blood drawn has minimal side effects. You may experience bleeding, bruising, or soreness at the puncture site, lightheadedness, or rash or skin irritation from the bandage. These side effects will go away over time.

Results and Test Information

  • What is the accuracy of these tests?

    • All of the laboratories with whom we partner are CLIA-certified. You can read more about CLIA certification here. Some labs are also CAP-accredited, and here is more information on that. You can read more in the science section of our site.
    • Our lab partners perform frequent internal quality controls and testing, as well as regular third-party testing for independent validation of the accuracy of their testing. Consistently, such validation shows a high degree of result correlation.
    • For the most part, the tests offered through Everlywell and Quest and those ordered in a physician’s office are largely the same. The instruments and assays used by our partner laboratories are often the same as those used by the labs a doctor’s office uses. 

  • How will I receive my results? 

    • You will receive an email to view your results on the secure Everlywell.com portal within a few days after your appointment. If you are registered as a MyQuest member, you will also receive your results through MyQuest within days of your appointment. You may also receive a phone call from a Care Team representative to discuss your results and offer treatment and next steps. 

  • Is there a treatment offered if my results are positive or abnormal? 

    • In the event that your test results are positive or abnormal, a representative from our independent physician network partner will contact you at no additional cost, and  you will have the opportunity to connect with a clinician to discuss your particular case

  • What does it mean if my results come back as indeterminate/TNP? 

    • This means that your result(s) could not be determined. There may have been issues with your test sample, such as how it was collected, stored, processed, or transported. A retest is recommended, and Everlywell Customer Care will reach out to you for next steps.

  • What role do medical providers have in your testing?

    • To obtain an independent physician review of customer test requests and results, Everlywell works with an independent network of board-certified physicians. This group provides authorization, review, and consultation services for Everlywell customers related to the customers’ tests. Additionally, all customers have the ability to speak with one of these board-certified physicians prior to purchasing a test.
    • When Everlywell receives a test request from a customer, the request is sent to the independent physician network through a HIPAA-secure Application Programming Interface (API). An independent, board-certified physician then reviews the request and determines whether the test is appropriate for the customer.
    • If the physician determines that the test is not appropriate for the customer, the physician will notify Everlywell, who will contact the customer and provide a refund. If the physician determines that the test is appropriate for the customer, the physician will order the test. Your sample will be collected by a healthcare professional at a Quest Diagnostics Patient Service Center. After the sample is collected, sent to the partner laboratory, processed and tested, the partner laboratory will send the customer’s test report to the physician for review. The independent physician reviews and releases the test results to Everlywell. You may receive a phone call from a Care Team representative to discuss your results and next steps

  • Do I need to follow up with my primary healthcare provider?

    • We encourage you to follow up your healthcare provider to discuss your results. Your healthcare provider can provide more specific guidance on how your results affect your overall health and discuss next steps with you.

Reimbursement / Refunds / Insurance

  • Can I get a refund or reimbursement? 

    • If it has been 60 days or less since you've placed an order for an in-lab collection test and you have not had your sample collected at Quest Diagnostics, you are eligible for a refund less a nonrefundable cancellation fee of $20, which includes administrative and service fees. Please include your order number when you contact us.

  • Are these tests included in my Everlywell+ Membership?

    • No, tests taken at a Quest Diagnostics location are not included in Everlywell+ Membership at this time.

  • Can I use my HSA/FSA account to pay for this test?

    • Generally speaking, yes, you can use your HSA/FSA account to pay for a health test. Your Everlywell test is authorized by a physician, so it should fit the guidelines for most HSA/FSA coverage. We recommend checking with your own plan if you’d like to verify before purchase.

  • Do most health insurance companies cover these tests?

    • Unfortunately, no. We are not contracted with any insurance companies at this time. However, Everlywell tests are typically priced lower than out-of-pocket costs associated with such visits.
    • *Everlywell is not enrolled in the Medicare program and our tests are ineligible for Medicare reimbursement.

  • Do I need to get approval from my health insurance before ordering this test?

    • Due to the vast variety of insurance policies, companies, etc., the best way to determine whether or not a test is covered by your insurance provider is to contact them directly and discuss coverage. This is great advice for all medical procedures, as many consumers are hit with unexpected bills months after receiving care. With Everlywell, you know the exact price, with no hidden fees or mystery bills.
    • Typically our test pricing is comparable to the out-of-pocket costs of testing in a clinical setting. Additionally, there is a chance that any test may be covered partially by insurance but in many cases, at-home tests are  not covered by insurance.