General FAQ's

We understand that testing may be new or unfamiliar to you and that you may have additional questions. In these Frequently Asked Question pages, we try to address the most common questions that we hear. If your question isn't listed, or if you would like to speak with one of our knowledgeable customer service agents, please call (866) 600-1636 or e-mail us at info@zrtlab.com.

Do I have to have a prescription to order a hormone test?

Under CLIA (Clinical Laboratory Improvement Amendments) regulations, testing varies by state and requires a written or electronic request for patient testing (493.1241). The exception to this regulation is those states that allow Direct Access Testing (DAT), which allows consumers to test without a prescription. For questions regarding this matter, please contact ZRT Laboratory. Please note that most insurance companies will not cover the cost of the testing unless your medical professional has ordered and provided a written prescription for the testing. Some restrictions apply in California, Maryland and New York.

How are samples returned to the laboratory for testing?

Note: Samples should be sent as soon as possible after collection but will remain stable under average shipping conditions, including over weekends and holidays.

Most test kits contain a UPS or US Postal Service return label for sample returns within the US. Testers may choose to purchase an alternate form of shipping at their own expense. ZRT does not typically cover the cost of samples being returned from outside of the US. 

International testers will need to purchase return shipping at their own expense.  These samples are not bio-hazardous so as long as they are packaged according to the Collection Instructions, there should not be any restrictions imposed by customs.

What is a Flexible Spending Account?

See the Patient Handout Flexible Spending Account FAQs.

Will you bill my insurance company?

ZRT Laboratory will courtesy bill the following insurance companies as an out-of-network provider:

  • Original Medicare Part B
  • Medicare Advantage Plans
  • TRICARE
  • Cigna Healthcare
  • Humana
  • Medical Mutual 

It is your responsibility to verify out-of-network benefit coverage with your insurance carrier prior to testing. Insurance is billed at the full retail price as listed on the test & fee schedule. You are financially responsible for any charges not paid by your insurance company as ZRT does not dispute or appeal denied/unpaid claims.

You may wish to prepay for services to receive the discounted price and request an itemized receipt. You can submit this receipt to your insurance company for reimbursement (in accordance with your health plan benefit coverage).

What information do I need to submit to ZRT along with my sample in order to bill my insurance?

You will need to send the following along with your sample:

  • Legibly signed laboratory order with applicable diagnosis code(s)
  • Date of birth
  • Physician’s full printed name, address, and NPI number
  • Legible front & back copy of primary insurance card
  • Signed & dated ZRT Insurance Authorization Form (included in kit)

Please Note:  Incomplete or invalid information does not stop your sample from processing and may result in you being billed at the full retail price.

What if my insurance company is not on your list?

ZRT will be unable to file a claim.  Send prepayment with your sample, at the discounted price, and request an itemized receipt which you may submit to your insurance company for reimbursement (in accordance with your health plan benefit coverage).

What if my primary insurance is not one that you bill, but I have Medicare Part B as my secondary?

In the event that you have Medicare Part B as your secondary insurance, send prepayment with your sample, at the discounted price and request an itemized receipt. You can submit this to your primary insurance company for reimbursement (in accordance with your health plan benefit coverage).  Once the claim has been processed, forward a copy of your Explanation of Benefits (EOB) to us and we will bill Medicare on your behalf.

What forms of payment are accepted by ZRT Laboratory?

We accept VISA, Master Card, American Express, Discover Card, personal checks, and US money orders. However, Internet orders must be paid by credit card only.

What if I live outside of the United States?

Prepayment in United States dollars is required. We cannot accept foreign currency or bill insurance companies outside of the United States.

I am a health care professional and would like to set up an account with ZRT Laboratory. What do I need to do?

Please complete our Become a Provider form and we will contact you to complete your account setup.  You can also call ZRT Laboratory toll free at (866)600-1636 or locally at (503)466-2445.  Customer Service is available Monday through Friday, 6am-5pm Pacific Time.

What is ZRT's policy for allowing businesses to link to their website, as well as for ZRT to link to others' websites?

ZRT allows relevant businesses to link to our website; however, we do not link to sites other than education-related or non-profit sites of our choosing. Businesses wanting ZRT to link to their sites should contact info@zrtlab.com, and we will consider their requests on an individual basis. Relevant businesses wanting to link their sites to ZRT's must observe the policies described in Terms of Use under Terms and Conditions, Section 6, Links.