FAQs for AccuStar Long Term Test & Water Test, including payment-related questions
For questions regarding Airthings devices, please refer to the product description.
🟥 Payment Issues and How to Complete Your Order:
Why might my credit card be declined when placing an order?
We use Lightspeed as our secure payment processor. If your card is declined, it usually means your credit card issuer blocked the transaction on their end. This can happen for many reasons and does not mean anything is wrong with our system.
I see multiple pending amounts on my card. Was I charged?
No. When a transaction is declined by your credit card issuer, it can create temporary preauthorization holds on your account. No payment is captured and no order is placed. These pending amounts will disappear automatically, but the timing depends on your bank. You may contact them if you would like to know when the holds will clear.
What can I do if my card continues to be declined?
If your issuer keeps blocking the transaction, you can try a different credit card, or use Apple Pay or Google Pay, which often go through without being flagged. Once the payment is approved, your order will process normally.
🟥 AccuStar Products, Reports, Shipping FAQs:
• How many alpha tracks do I need to test?
1 AT-100 will cover a 2000 sq. foot home. For larger homes, place 2 units on the same floor but at opposite ends.
• When is the best time to test my home?
The best time to test for radon is during the heating season, typically from September to April, when homes are sealed up and heating systems are in use. This provides more accurate results. If you begin your test in the spring or summer, make sure to have at least three months of the testing period during the heating season to get the most reliable measurements.
• Is postage to the lab included?
No, the return envelope is not prepaid. You’ll need to purchase postage at your nearest Canada Post. For full instructions, please click here.
• How do I know the status of my order?
Once you have placed your order, we will send you an email confirmation. Once it prepares for shipment, you will receive the tracking information with a link to confirm the expected delivery date.
• How do I submit my testing information?
To submit your testing information, please use the “Online Portal” located at the top of this page.
• I didn’t receive my end-of-test reminder email. How can I submit my end date?
If you have not received your end test email notification, go to accustarlabs.com. In the bottom right corner, enter your 7-digit device number and tested postal code. This will take you to the Long-Term Test Info page.
Scroll to the middle of the page, enter your end date, complete the math question at the bottom, then click Submit. Once that’s done, bring your detector to the post office for mailing.
• I haven't received my report yet. How can I check its status?
All reports are emailed to the address provided by the clients, either through the online portal or paper datasheet. In case it might have been intercepted by your spam folder, go to the '' TEST RESULTS '' section of the website. You will need your 7 digit device number and tested postal code.
• I did not keep my device number, how can I obtain my report?
We understand that sometimes things get misplaced. While we don't have device numbers on record, we can attempt to locate your report using your address and postal code. Please provide us with:
▪ Name
▪ Complete tested address and postal code
▪ Email used
▪ Date shipped
📌 Please note that without the device number, it may be challenging to determine if the unit was delivered without identification* or if it was lost in the mail. The lab will make every effort to locate your report, though success cannot be guaranteed.
*An unidentified unit means there was no portal submission or accompanying paper datasheet, leaving the lab unable to identify to who the unit belongs to.
• I lost my return envelope/Where to return?
If you are unable to locate the return envelope please print this page and review instructions here prior to mailing.
• May I get a replacement test kit?
We understand how important it is to complete your test successfully. If your test kit is defective, we're happy to provide a replacement. However, please note that we cannot replace kits that are lost during shipping to the lab, expired due to delayed use, or damaged after delivery. We recommend handling your dosimeter with care and using it within the specified time frame to avoid any issues.
• I forgot to send my long term test to the lab on time. Is it still good?
Check the device's expiry date. If it hasn’t expired, you can still send it, but it must arrive at the lab before the expiry date and within 30 days of the end date. Also ensure that you have submitted your testing data to the lab using the ''Online Portal''.
• I have a dosimeter in its sealed bag. Is it still good?
Check the device's expiry date. If it hasn’t expired, and there's enough time for a minimum 3-month test (during the heating season), you can use it. However, the dosimeter must reach the lab before the expiry date. Also, please ensure you submit your testing data through the ''Online Portal''.
• Can I purchase multiple radon tests and use them in different residences or give to someone else?
Yes, but please ensure that each dosimeter sent to the laboratory has its information completed using the ''Online Portal''.
• Can we ship radon tests from different addresses in the same return envelope?
Yes, as long as each dosimeter has its testing information submitted to the lab via the ''Online Portal''. You can include up to a maximum of 4 dosimeters in one return envelope for the same shipping price as sending just one.
• What are the lab and report fees?
There are no lab or report fees if you purchased AccuStar Canada dosimeters.
• The envelope says ship to USA, is this the correct?
Yes. The laboratory is located in Massachussetes. Do not send it to our Canadian address.
• I just received my report and it says the lab is missing information. What do I do next?
Any changes that need to be made to your report must be requested in writing. There are no exceptions to this requirement. We will need the device number, name, the address tested with postal code, along with the missing or new test information so that lab can complete the analysis and send your amended report. Please send the information using the ''Contact Us'' form below.
• Purchase Shipping Information
TURNAROUND TIME: Orders placed before noon Monday thru Friday (excluding holidays and peak season) will be processed within 2 business days. Orders placed on Saturdays and Sundays will begin processing the following business day.
SHIPPING METHODS: Available shipping methods are Canada Post, Intelcom, FedEx. Tracking information will be available on the shipping confirmation.
TRACKING: Once your order has been processed and shipped, you will receive a shipment confirmation email with your order’s tracking number. You can track your order here.
SHIPPER ISSUES: Although we are sympathetic, we are NOT responsible for delayed courier delivery. Please make use of the tracking number we provided. If your order shows as “delivered” but you haven’t received it, we kindly request that you first check with a member of your household. If you’re still unable to locate the package, please don’t hesitate to reach out to us via email for further assistance.
• Is the test I’m sending radioactive?
No.
Radon tests do not contain radioactive materials. As long as you follow our shipping instructions and customs declaration, there should be no issues with couriers or customs.
• What should I know before shipping my water test?
To ensure your test remains valid for analysis, please keep the following in mind:
⏰ Timing matters:
Schedule your test to end on a Monday and ship it the same day using your preferred courier. The vial must reach the lab within 7 calendar days, and it must be delivered on a weekday as the lab is closed on weekends. Planning is crucial, as late or weekend deliveries will make the test invalid.
⏰ Avoid holiday shipping:
Do not schedule your test during Canadian or U.S. holidays, as shipping services and customs may experience delays.
🚛 Choose your courier wisely:
While you're free to choose your shipping service, Canada Post does not guarantee on-time delivery. We strongly recommend FedEx, Purolator, UPS, or another reliable courier (see next question for full shipping details).
Follow the customs declaration instructions available here.
• Where and how do I ship water tests?
SHIP YOUR TEST TO:
AccuStar Labs
2 Saber Way
Ward Hill (Haverhill), MA, 01835-8000 USA
1-888-480-8812
Use this customs declaration:
Radon test – return for analysis – HSCode: 9030.10 – Made in USA
IMPORTANT: FOLLOW THE CUSTOMS DECLARATION available here.
Please ensure your package is sent via a 2–3 business day guaranteed delivery service, shipped on a Monday, and avoids Canadian or American holidays. Delays can result in invalid results.
Important: Canada Post does not guarantee timely delivery to the U.S. We strongly recommend choosing a trusted courier such as FedEx, Purolator, or UPS.
• Can I conduct a water test in cold weather?
Yes, but please take extra precautions:
Each water test kit includes a 48-hour heat pouch to reduce the risk of freezing during transit. However, this is not guaranteed. If possible, avoid collecting your water sample when temperatures are below 0°C. If extreme cold is expected, consider waiting for a milder period.