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Contact us

If you have a question about Vital, we recommend first checking our most frequently asked questions. If you cannot find an answer there, you can contact us via chat or by email: kundservice@vital.se.

We are happy to help.

FAQ

After ordering

When you order laboratory tests on Vital.se, you choose which laboratory you wish to visit for your sample collection. Each sampling location indicates which laboratory they use. You can then go and have your blood sample taken at your convenience. Most of our sampling locations offer drop-in services, but in some cases, you may need to contact them to make an appointment. You can find all our sampling locations here.

Once all your test results are ready, they will be forwarded to a doctor who will review them.You will receive a notification as soon as it’s ready, usually within 1-2 business days. You can find this in “My journal” on Vital.se, where you can easily log in with BankID.

Your referral is valid for 3 months from the day after ordering. If you haven’t visited the laboratory before this time has passed, the purchase expires and the referral ceases to be valid.

Unfortunately, it’s not possible to make changes to an order afterwards because a referral is created upon completing the purchase on Vitals’ website. If you want to add any tests, you can place a new order, but this will generate multiple referrals. It’s important to inform the staff at the laboratory that additional referrals should be tested. If you want to make a return to place a new order, you can contact customer service at: kundservice@vital.se.

Before ordering

Here’s how it works:

  1. Choose a laboratory package: Simply select one of our pre-designed laboratory packages and place your order on the website. When ordering a laboratory package on Vital.se, you choose which laboratory you want to visit for your sample collection. Each collection point indicates which laboratory they use. You can also order individual tests. You can find all our laboratory packages here.
  2. Visit a laboratory and take your blood sample: You can then go and have your blood sample taken at your convenience. Most of our sampling locations offer drop-in services, but in some cases, you may need to contact them to make an appointment. You can find all our laboratories here.

Anyone who is over 18 years old, has a Swedish personal identity number, and a BankID can order a test.

You cannot use BankID with a code token or BankID with a file.

The order must always be filled in with the details of the person to be tested. If you want to order tests as a gift for someone else, gift cards are available. The gift card is used in Vital’s online store, and the person who gets the gift can choose which test package they want to order.

However, you can purchase a gift card that you send to a person of your choice. The recipient should also have Mobile BankID, a Swedish personal identity number, and be over 18 years old to be able to place an order with the gift card.

Vital is not a publicly funded service, so exemption cards are not valid.

It’s up to individual employers to determine what they consider as wellness activities. In Epassi, Vital cannot be included as it’s a VAT-exempt service.

All of Vital’s services are exempt from VAT.

One must first place an order with the gift card here at vital.se for a referral to be created. The recipient of the gift card then chooses a health check from Vital’s website and adds it to the shopping cart. The gift card code is entered under “discount code/gift card” and the amount is deducted from the total.

Thereafter, one enters their personal details and the referral is created electronically in the name of the customer.

The customer should thus have a Swedish personal identity number, BankID, and be over 18 years old.

  1. You go to Laboratory packages
  2. You select the desired laboratory package and/or individual test by clicking “Add to cart.”
  3. You go to the shopping cart (top right corner).
  4. You click “Use discount code/gift card” and enter the code.
  5. Proceed to checkout and enter all the required information.

After sampling

Your test results will only be seen by laboratory staff performing the analysis and by the doctor who comments on your results.

Your test results become available as they are analyzed, with some being available within a few hours, but please allow 2-3 business days for all results to be finalized. Technical or logistical issues beyond our control may occasionally cause further delays in the availability of test results.

Once all results are in, they will be reviewed and commented on by a doctor, which may take an additional 1-2 days.

After the sample collection, your blood is sent for analysis at one of our partner laboratories. In most cases, your results will be available within a few business days, sometimes as early as the next day. If you haven’t received all of your test results within 5 business days, you can contact kundservice@vital.se.

The analysis of serum/plasma samples may be disrupted by certain substances, leading to uncertain or incorrect test results. This means that the sample cannot be analyzed as we cannot guarantee accurate results.

Hemolysis occurs when red blood cells rupture, releasing their contents into the serum/plasma. This can disrupt multiple analyses. There are several causes of hemolysis, including improper sample collection and handling.

Lipemia refers to a sample being lipemic, meaning that the fat content in the blood is elevated, and the sample cannot be analyzed accurately.

Icterus means that a sample is icteric, indicating an excess of bilirubin in the tissues, and the sample cannot be analyzed accurately.

If a value cannot be analyzed, we offer either a new sample collection for the specific value or a refund for the value that could not be analyzed.

You will receive three notifications via SMS:

  1. When your first test results have been received.
  2. When all your test results are analyzed.
  3. When a doctor has commented on your test results.

If you wish to add a doctor’s comment afterwards, you go to ‘My journal’ and select the relevant order for which you want to request a doctor’s comment, then click on ‘Order doctor’s comment’. You will then receive a notification via SMS when your doctor’s comment is ready.

Before sampling

We collaborate with sampling locations where you go to have your blood sample taken. See all our sampling locations here.

The blood samples are then analyzed at laboratories belonging to our partners: Unilabs, Synlab, and Karolinska University Laboratory.

We recommend using the same laboratory if you want to compare results over time. You can visit different sampling locations, but we recommend choosing the same laboratory (Karolinska, Synlab, and Unilabs) as reference values may differ between laboratories.

The preparations vary depending on the laboratory package or test you are going to do. You can read more about preparation for sample collection here: Instructions for sample collection 

As soon as you receive confirmation (via email) that your referral has been created, you can visit a sampling location and have your blood sample taken. This usually happens a few minutes after you have made your purchase. If you haven’t received an email, please check your spam folder to ensure it hasn’t ended up there. However, keep in mind that most tests require fasting and are best taken early in the morning.

The blood test itself feels no more than a small needle prick. Talk to the laboratory staff before the test if you feel discomfort, and they will help you.

The referral is valid for 3 months from the date of purchase on Vital.se. If you haven’t visited the laboratory before this time has passed, the purchase expires and the referral ceases to be valid.

If you have booked an appointment at one of our sampling locations, you need to contact the specific sampling location directly, as each sampling location has its own booking system.

If you want to change the laboratory afterwards, please contact customer service at: kundservice@vital.se

Please provide the order number in the email. You can find all our laboratories here.

Customer service

The withdrawal period expires 14 days after the date of order. If you want to cancel your order, you should send an email to kundservice@vital.se.

To ensure that you have time to exercise your right of withdrawal, it is sufficient for you to send your notice of withdrawal before the withdrawal period expires.

If for any reason you are dissatisfied with the service, please contact support at kundservice@vital.se. If the samples are damaged or otherwise rendered unusable, you will receive a replacement test.

kundservice@vital.se

General information

Doctors do not prescribe medication. If the results show abnormal values that doctors believe require follow-up or possible medication, they will refer you to your regular doctor and primary care center.

Doctors do not provide certificates/referrals. If the results show abnormal values that doctors believe require follow-up or possible medication, they will refer you to your regular doctor and primary care center.

Vital uses Klarna’s payment service Klarna Pay Direct. Klarna Pay Direct displays the payment options that may be offered to you. Current payment options are card payment or direct payment via bank. There is no cost to use Klarna Pay Direct. However, any taxes or fees may be incurred through the chosen payment option; please refer to the specific payment terms for the option you choose.

Together with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the payment option ‘Klarna Checkout’ where payment is made directly to Klarna. Current payment options that may be offered through Klarna checkout include invoice, installment payment, card payment, or direct payment via bank.

For most payment methods, when you complete a purchase via Klarna Checkout, you enter into an agreement with Klarna where Klarna, among other things, guarantees that you do not have to pay if you do not receive your goods. At the same time, Klarna compensates the store for your purchase and thus takes over the right to be paid. Regardless of the payment method you choose, your payment is used to settle the claim that Klarna has.

For full terms regarding Klarna Checkout, please visit the following link: Klarna Checkout Terms and Conditions

If you have any further questions or concerns, feel free to call Klarna at 08-120 120 10, Monday to Thursday between 08:00 – 20:00, Fridays 08:00-18:00, and weekends 10:00 – 17:00.

Ready-made laboratory packages

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