Contact

If you have any questions, we are here to provide you with friendly and efficient customer service during our office hours:

PO Box 75154 Cap-Rouge Office Quebec, QC G1Y 3C7

Monday thru Friday 8:30 AM – 5:00 PM Closed on weekends and holidays. ⏳For immediate answers, please visit our FAQ section located in the bottom of this page. Contact Us: Feel free to reach out via email using the contact form located at the bottom right section of this page. Simply fill out the form, and we'll get back to you as soon as possible.

+1-855-85-RADON (1-855-857-2366)

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 location before mailing it back to our lab. For peace of mind, we recommend using tracked shipping.

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.

No worries, it happens! You can find instructions on how to request a replacement envelope in the "Lost Envelope" section of our website.

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 Quebec City address.

Are you a Canadian company? Why is the lab in the U.S.?

Yes, we are a Canadian-owned and operated company, based in Canada and staffed by Canadian employees. We proudly serve individuals, communities, and organizations across the country.

While the lab is located in the U.S., your purchase directly supports a Canadian business. We're always here to help in both English and French, and we stand by the quality and reliability of every test we provide.

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 Expedited Parcel and Canada Post Xpresspost are shown at checkout. TRACKING: Once your order has been processed and shipped, you will receive a shipment confirmation email with your order’s tracking number. SHIPPER ISSUES: Although... Read More

Sales & Return Policy

Exchange Policy: We offer a 30-day satisfaction guarantee. This guarantee provides for reimbursement or replacement of the product in the event of a quality problem within 30 days of purchase. Non-Refundable Once Shipped: Once an item has been shipped, it is considered non-refundable unless the product arrives damaged. For Damaged Products: In the unfortunate event that your product arrives damaged, please follow these steps: 1) Retain the original packaging used for shipping. 2) Contact us promptly with your order number and we will provide you... Read More

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 sending a short-term (48–96 hr) or 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:

Where and how do I send short-term and 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

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:... Read More

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.

I have questions about radon or finding a professional.

For more detailed information on radon testing, mitigation, or finding a certified professional, visit Take Action on Radon at www.takeactiononradon.ca. They provide resources, expert advice, and guidance on reducing radon levels in your home