Frequently Asked Questions
If you don’t find the answer you need, please send us a message through our Contact Us page. Customer Service Representatives are available Monday through Friday 8AM – 5PM EST and are eager to answer any questions you may have.
Q: DO YOU SHARE PERSONAL INFORMATION WITH ANYONE?
A: Protecting your privacy is essential, and we are committed to providing a confidential online experience. Your personal information is contained behind secured networks that are only used to ensure all orders are processed appropriately and that items arrive at your door in the quickest manner possible. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user places an order to maintain the safety of your personal information. All transactions are processed through a gateway provider and are not stored or processed on our servers.
Q: WHAT TEMPERATURE DO I NEED TO HAVE THE SYNTHETIX5 AT?
A: You need to have this product between 94o and 100o F. Your body temperature is 98o F, so you need to have it as close as your body temperature as you can. Synthetix5 uses the best
Q: I HEATED THE SYNTHETIX5 UP TWICE, AND THERE IS STILL NO READING ON THE TEMPERATURE STRIP. WHAT IS WRONG?
A: You need to let the product cool down. The directions recommend heating the product for 10 seconds. If you do not see a dot under the temperature, but the bottle feels warm, you have probably overheated the bottle. Allow it to cool down for a few minutes.
Q: WHAT IS THE BEST WAY TO KEEP SYNTHETIX5 AT PROPER TEMPERATURE AND LEAVE IT THERE?
A: We recommend heating the product for 10 seconds in the microwave, then attaching the heating pad or keeping the product against your body to keep the heat.
Q: CAN I HEAT SYNTHETIX5 WITHOUT A MICROWAVE?
A: Yes! Simply attach the hand warmer to the bottle at least 1 hour prior to your test. Be sure to shake the bottle before and after heating, and prior to pouring into the cup.
Q: CAN I REHEAT SYNTHETIX5 MULTIPLE TIMES BEFORE USING IT?
A: Yes! If your product remains unused, it can be reheated repeatedly as needed. Synthetix5 works for two years after the production date.
Q: HOW CAN THIS PRODUCT BE BOTH MALE AND FEMALE?
A: It is illegal for a lab to test the gender of the urine for a pre-employment test.
Q: CAN I MIX 2 DIFFERENT SYNTHETIX5 TOGETHER IF JUST USING 1 DOESN’T FILL IT TO THE LINE?
A: Yes, you can mix 2 Synthetix5es together as long as they are both current batches.
Q: DO I NEED TO ADD ANYTHING TO THE SYNTHETIC URINE?
A: No, if you add anything to the Synthetix5 Synthetic Urine, you will contaminate the product and will not be able to use it for your test.
SHIPPING OPTIONS & RETURN POLICIES
All package delivery times posted on our website are estimates only and based on information provided by vendor shippers. We do not guarantee any specific package delivery times. Once the order leaves our shipping facility we are no longer in control of the delivery. Orders are shipped on the same day you receive your tracking information.
All orders are shipped discretely.
Overnight shipping via vendor shippers is available for most areas in the lower 48 states. SOME VENDOR SHIPPERS DO NOT DELIVER ON WEEKENDS. If you select overnight service on Friday, your package will arrive on Monday. If you select overnight shipping and it is not available in your area, you will be contacted by our customer service department.
Synthetix5.com is not responsible for package tardiness due to vendor shipper error, orders being placed after business hours and processed the next business day, incorrect shipping information, problems with credit card authorization or charging, or refusal of a person to accept delivery of the shipment.
All orders outside of the US will be shipped via a vendor shipper and are subject to import taxes, border fees, and additional shipping charges.
Q: WHAT ARE MY SHIPPING OPTIONS?
A: We offer regular shipping, which is 7 to 10 business days through the United States Postal Service. We also offer shipping through other vendor shippers. All orders placed after 3PM PST will not be shipped until the following business day. If you order an overnight order on Friday, you will not receive your shipment until Monday. If you order Saturday or Sunday, it will not ship until Monday. Some vendor shippers do not deliver on weekends.
Q: WHAT IS YOUR RETURN POLICY?
A: Synthetix5 have a 100% customer satisfaction guarantee no questions asked return policy on all synthetic urine products.
Please allow 6 to 8 weeks for exchange to be processed and returned. Please note: For Synthetix5, consumer must return the ENTIRE, complete product package (including box and instructions) or exchanges will not be made. Synthetix5 no longer exchanges products purchased at wholesale pricing unless the product is under an active recall.
Q: HOW DO I PLACE AN ORDER?
A: You can place your order through our online ordering system. Our customer service department operates Monday – Friday, 8AM – 5PM EST.
Q: WILL I NEED TO SIGN FOR RUSH DELIVERIES?
A: No! Effective 5//25/17, we will no longer require signatures on Overnight, 2nd day or orders exceeding a $100 value.