Frequently Asked Questions

Frequently Asked Questions

Watch the 'Order Online with Fera' Video



How to Set up an Account

To set up your Fera online account:

  1. Click Create an Account at top of page
  2. Provide your contact details, sign in information and billing details.
  3. Click ‘Create an Account’

By registering for a Fera business account, we will automatically perform a credit check to assess your eligibility which enables you to be invoiced for any orders over £100, you can continue and pay by credit card until your Business Account is confirmed.

Typically this process takes up to 2 days for UK/European companies and up to 10 days for companies outside of Europe and we send you an email notification once this has been approved.


Registered Company Name Field

If you are not a registered company, please note this is a mandatory field so we advise individuals to just enter their own name to complete this field.

How to place an order online

To place an order:

1. Navigate to the product you wish to purchase.

2. Click ‘Add to Basket’

3. Select the sample type you would like to test from the dropdown list.

4. Input the sample information including “Expected arrival date at Fera” & your “Customer Reference Number” (this will be used to track your sample and highlight your results)

5. Click Save sample

6. Repeat steps 3 & 4 for each different sample type you wish to test.

7. Click continue to review your samples

8. If required, click continue and select your analytes

9. Click ‘Add to Basket’

10. Click Proceed to Checkout

11. Confirm your contact details

12. Make payment via Card of invoice (if applicable)

13. Click print sample submission form and send this with your samples clearly labelled to Fera Science.

How to send us your samples

Click print sample submission form and send this with your samples clearly labelled to Fera.

Samples should be well packaged to avoid issues when analysing your sample. More information about Fera’s sample packaging requirements can be found at:

·        Plant Samples - https://www.fera.co.uk/crop-health/sample-shipping-information

·        Food Samples - https://www.fera.co.uk/food-safety/sample-shipping-information

What happens if you don’t send your sample?

If you have purchased your test via card payment and don’t send your sample, you will still be charged. We will keep your test outstanding for 30 days after your “Expected arrival at Fera” date.

What happens if you don’t send enough of your samples?

If you do not send enough of your sample to meet our minimum weight required, we will contact you via phone or email to discuss sending more of your sample. Fera will not be responsible for any additional carriage fees associated with sending additional samples.

What happens if your sample gets lost in the post?

If your samples are lost or mishandled, we will issue a full refund unless you wish to resend your samples. Fera will not be responsible for any additional carriage fees associated with sending additional samples.

When will I receive my results?

Each of our tests has a clearly defined standard turnaround time. This is highlighted on your sample submission form and within your past orders of account. You will receive your results within this timeframe unless we contact you to advise otherwise.

How will I receive my results?

Your test results will be emailed you directly by the scientist who completes your analysis. If you wish to query your results, this request must be made through sales@fera.co.uk

Can I pay by Invoice?

When you create your online account you will automatically be assessed for invoice terms. Should you be eligible for such terms we will contact you via email to notify you of this change.

To pay by invoice, if eligible, during checkout simple select “Pay by invoice” from the payment options and add your purchase order if required.

Do I require an Import Licence?

For some analysis products you may require an import licence to send your sample to us. You will require an import licence if:

  • You are sending your food sample from outside the EU.

Should you require an invoice licence please contact Sales@fera.co.uk with the details of your samples and the analysis you require, before making your purchase. We will then apply on your behalf and issue an import licence. This process may take up to  6 weeks. You should send your samples together with your import licence clearly accessible.

More information about how to package your samples can be found at:

Plant Samples - https://www.fera.co.uk/crop-health/sample-shipping-information

Food Samples - https://www.fera.co.uk/food-safety/sample-shipping-information

Do I require a Letter of Authority?

For some analysis products you may require a Letter of Authority to send your sample to us. You will require a Letter of Authority if:

·        You are sending your sample from outside the UK.

Should you require an invoice licence please contact Sales@fera.co.uk with the details of your samples and the analysis you require, before making your purchase. We will then issue a Letter of Authority within 10 working days. You should send your samples together with your Letter of Authority clearly accessible.

Can I pay in my own currency?

Fera’s online shop supports the following currencies. GBP (£), USD ($), Euro (€).

You can update your currency preference at the top of each webpage next to My Account.

Where can I see my past orders?

To view your past orders, navigate to your Account by selecting ‘My Account’ if logged in, or selecting “Sign in”. Both options are available at the top right of each webpage.

Your ‘My Account’ dashboard will show you your most recent orders. If you wish to view historic orders simply select ‘My Orders’ from the navigation.

From this view you will be able to view each order in more detail and reorder each order if required. From this view you can also see the status of your order. These statuses can be Pending, Processing, Awaiting Samples, Samples Received, Results Ready, or Complete.

How can I update my billing address?

To update your billing address and details, simply navigate to ‘My Account’ and select “Address Book”

From this view you can view your contact address and billing/invoice address.

To change this simply select ‘Change Billing Address’

From this view you can update your billing details.

Select Save Address to confirm and submit.

When changing your billing address, we require 2 working days to make this change. During this time any orders placed will be invoiced to the original billing address on record.

We will notify you by email when your billing details have been finalised and updated.

How can I update my contact details?

To update your contact details, simply navigate to ‘My Account’ and select “Address Book”

From this view you can view your contact address and billing/invoice address.

To change this simply select ‘Change Shipping Address’

From this view you can update your contact details.

Select Save Address to confirm and submit.

When changing your contact address we require 2 working days to make this change. During this time any orders placed will be raised to the original contact details on record.

We will notify you by email when your contact details have been finalised and updated.

How can I change my account details (Including email & password changes)?

To update your account details, navigate to your Account by selecting ‘MyAccount’ if logged in, or Selecting “sign in”. Both options are available at the top right of each webpage.

From the ‘My Account’ Dashboard, select ‘Account Information’ from the navigation.

To change your Name simply update your details within the Account information view and select ‘Save’

To update your email, select the “Change email” checkbox and amend your email address.

To update your account password, select the “Change Password” checkbox and input your current password, desired new password and confirm desired new password.

Select Save to submit your changes.

How can I amend my order?

Orders may only be amended before samples have been received by Fera Science.

Orders that have been received by Fera Science are unable to be amended as analysis activities may have already started on your order. To view the status of your order navigate to My orders in your ‘My Account’ dashboard.

Should you wish to amend your order please notify us by email at sales@fera.co.uk

We will then cancel your desired order and re-submit an amended order to your account basket. If you have selected the card payment method within your previous order, your order value will be refunded, and you will be asked to repurchase your tests.

I have queries about my order – How can I contact you?

If you have any queries about your order, please contact us via sales@fera.co.uk

  • Food Safety Samples - foodsafety@fera.co.uk or call +44 (0) 300 100 0323
  • Crop Health Samples - crophealth@fera.co.uk or call +44 (0) 300 100 0322

These contact details are also stated on your sample submission form.

I have questions about my report – how can I contact you?

If you have any queries regarding your report, please email sales@fera.co.uk . Some queries may require further testing and charges, you will be notified if this is the case before any subsequent analysis is undertaken.

What does “Turnaround Time” mean?

Turnaround time is the time taken for analysis to be completed, report compiled and sent to our customers. Our turnaround time begins when samples are received at Fera Science. You will receive an email notification that samples have been received.

I am unable to print my sample submission form. How can I send my samples to Fera?

If you do not have the ability to print your sample submission form, please ensure you write your order number & customer reference number clearly on each individual sample you are sending to for analysis.

If we are unable to accurately identify your samples for analysis this may result in your analysis report being delayed.


Phytosanitary Certificate – APHA

Phytosanitary certificates are not issued by Fera Science. Instead the Animal and Plant Health Agency (APHA) issue these certificates where required.

To apply for a phytosanitary certificate, please follow the links below:

https://www.gov.uk/phytosanitary-certificate-england-scotland-wales


https://www.forestry.gov.uk/forestry/infd-5cmggk


https://www.gov.uk/guidance/importing-plants-fruit-vegetables-or-plant-material-to-the-uk


Newts & Edna

If you have a query regarding your EDNA sample, please email edna@fera.co.uk or call us on 01904 462070.

Further information can also be found on greatcrestednewts.co.uk or environmental DNA

Non-invasive species

If you believe you have found an invasive non-native species to the UK please contact the GB non-native Species Secretariat by email at nnss@apha.gsi.gov.uk or by post:

Contact details

Email: nnss@apha.gsi.gov.uk

Post: GB Non-native Species Secretariat
Animal and Plant Health Agency
Sand Hutton
York
YO41 1LZ

More information regarding GB non-native species is available via their website:

www.nonnativespecies.org

Plant Clinic

Fera’s Plant Clinic has changed it’s name to best communicate the range of plant and crop analysis we undertake, including both soil and crop health. This is now called Crop Health. For more information about the services we offer within Crop Health, click here:

Crop Health

Fapas

Fapas is Fera's proficiency testing arm. Responsible for over 400 proficiency tests conducted each year to ensure your testing ability is fit for purpose.

For any general enquiries or queries relating to your proficiency test, quality or reference materials, email us at info@fapas.com or call us on +44 (0)1904 462100. More information is also available on our website at;


Fapas website


Copyright © 2018 Fera Science Limited (“Fera”). All rights reserved.
Registered Office: 17 Rochester Row, London, SW1P 1QT. Registered in England & Wales, No 9413107. Fera is a joint venture company of Capita Plc, 17 Rochester Row, London, SW1P 1QT. Registered in England and Wales No 02081330. VAT Registration ID: GB 618184140
For further information about how Fera uses any personal data collected from you, please see our Privacy Notice at www.fera.co.uk/privacy-policy.