Frequently Asked Questions
1. Why lab testing?
a. Lab testing is more accurate than over-the-counter tests, which people can manipulate and tamper with more easily.
b. Lab testing is the preferred method for most local and national treatment centers.
c. If you are concerned your son or daughter may be using drugs, lab testing is one of the most unequivocal ways to determine the extent of his or her drug use.
2. Why do I have to view my results online?
We put all results on our secure website to ensure their confidentiality. Results are encrypted on a HIPPA-compliant server and made available exclusively to the account holder. We do not send any sensitive information via emails, which are more vulnerable to hacking, or by mail or fax, which your son or daughter can access more easily. Our process keeps the power in your hands, allowing you to make the important decisions.
3. How can I see my results?
You may access your results by clicking on the link in your email notification.
4. How will I know if my results have been uploaded?
You will receive an email, sent to the address listed with your DrugHelpDesk.com account, letting you know your results are available. The email will contain a link to our secure website and information about how to log in and view your results.
5. When I log in to view my results, why is it on a different URL than DrugHelpDesk.com?
Your results are encrypted and stored on a secure, HIPPA-compliant server. Access to this server is granted when you make a purchase on our site. To ensure your privacy, neither DrugHelpDesk.com nor any of its affiliates have access to your results. If lose your account password, you can retrieve it HERE.
6. I have set up an account. Now what?
Thank you for joining! You may now post comments on videos about your own experiences and submit questions to the drug counselor. In addition, you will receive updates about new interviews and other information that is relevant to you. If you made a purchase on the site, you will also be able to view your purchase history and receive notices about your results.
7. I submitted a question to the Drug Counselor Video Blog, but it has not yet been answered. Why is that?
Questions are typically answered within 24 hours of submission. While we try to address as many queries as possible, we cannot guarantee answers to all submitted questions.
8. I lost my username or password. How can I retrieve it?
You can retrieve your password by entering your email address HERE. We will then email you a temporary password, allowing you to log in and reset your password.
9. Why are the lab tests more expensive than the in-home kits?
a. Unlike other kits, we offer lab testing,* a much more stringent process that provides more accurate results and peace of mind.
b. Return shipping is included in the price, something you will not find with most other kits.
* With the exclusion of the in-home kit.
10. I sent my sample off to the lab for results but have not yet heard anything back.
Results from the lab can take up to 48 hours. When they are ready, your results will be uploaded onto our secure website, and you will receive an email from ‘LUXCI’S PRIVATE LABEL ADDRESS’. Make sure you add LUXCI’S PRIVATE LABEL ADDRESS to your address book so the email does not end up in your spam folder.
11. How do I know which of the programs in your directory is the best?
The directory is meant to be a starting point to help you address your issue. We do not specifically endorse any program listed in our directory.
12. Who are the people in the videos on the website?
The Drug Education and Parent Learning pages offer interviews with individuals who used drugs to varying degrees as teens before undergoing treatment and getting clean. The former users now offer their testimony in an effort to help others dealing with similar issues.