ZOETIS REFERENCE LABORATORIES
Policies
Species Policy
In order to maintain our highest quality standards, we accept samples for core testing (hematology, chemistry, endocrinology, urinalysis, fecal/parasitology) for the following species only: dogs, cats, horses, other domestic hoofstock (cattle, sheep, goats, pigs, camels, llamas, alpacas), rabbits, and ferrets.
For microbiology testing, we accept samples from all species, except non-human primates.
For histopathology, formalin-fixed samples can be accepted from any species.Non-formalin-fixed whole bodies or heads are not accepted.
If samples we no longer accept are sent to us, we will return them to you or process as a send-out test with associated charges.
How to make a payment
To view invoices and statements or pay online, go to: www.zoetisus.com/billpay.
For Zoetis Reference Laboratories billing questions, call 1-888-965-9652.
Add-on tests
We make it easy to add tests to samples you've already submitted. Simply call customer service at 1 888 965 9652. Or, if you order your tests electronically, you can add a test through ZoetisDx.
Turnaround time
We will do everything possible to ensure that published turnaround times are met and results are delivered as quickly as possible. Turnaround time begins when the sample is received at the lab. We will attempt to notify you if we receive biological specimens that are of quality that prevents or limits our ability to perform our services to an acceptable standard or within the published turnaround times. Samples that do not meet our standards may include those biological specimens that are damaged, contaminated, incorrectly preserved or packed, and samples that do not meet our specimen volume requirements, or diagnostic images that have been corrupted.
Once the specimen is delivered, we assume any risk of loss or damage. We reserve the right to reject any specimen likely to pose an unreasonable health or safety risk to our lab staff.
Send-out testing
Some tests in our directory are not performed at Zoetis Reference Laboratories. Turnaround times for these tests are dependent on the third-party laboratory that processes these tests.
Sample retention
After testing is completed, we retain biological specimens as follows:
| Item | Retention Time |
|---|---|
| Nonfixed biologic specimens (eg, blood, urine, feces) | 1 week |
| EXCEPTION: citrated plasma in -20°C | 2 weeks |
| Blood smears | 3 months |
| Cytology slides | 6 months |
| Histopathology specimens – wet tissues | 1 month |
| Histopathology specimens – FFPE (formalin-fixed paraffin embedded) tissues | Minimum 3 years |
| Histopathology slides | Minimum 3 years |
Compromised/suboptimal samples
Samples that cannot be processed in a manner that upholds our quality standards may require additional attention or, in some cases, may be rejected. In the event that we receive such a sample, we will attempt to contact you. Examples of suboptimal samples include: lack of clear patient identifying information; damaged or leaking containers; inadequate volume for testing; incorrectly preserved samples; and contaminated samples.
Zoetis Terms & Privacy
Zoetis values your trust and respects your privacy. The resources on this link will help you understand how we use your personal information and how you can manage your privacy choices.
To view the full Zoetis Privacy Policy, visit https://www.zoetis.com/privacy-center.
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Customer Service, Support & Ordering
Mon – Fri: 8:30am – 6:30pm ET
Vetscan and i-STAT Technical Support
24 hours a day, 7 days a week, 365 days a year
1-888-963-8471
Zoetis Reference Laboratories Customer Service, Support & Ordering
Mon – Fri: 8:00am – 9:30pm ET
Saturday: 9:00am – 8:30pm ET
Sunday: Closed
1-888-965-9652
Need Technical Support?
Our support team is available to answer product questions and provide guidance.*
* If you are a pet owner looking for treatment recommendations, please contact your veterinarian.