AHL's Frequently Asked Questions

How long does it take to receive results?

Our turnaround times are published in our Fee Schedule.

You can search the particular test turnaround time (under column "TAT") through our searchable Fee Schedule located here.

Please note our services are for veterinarian clients only.

What type of samples should I send?

This depends on the test that you would like to request.

You can search for the specific sample procedures in our Fee Schedule under the column "Comments".

Please note our services are for veterinarian clients only.

How can I contact you?

You can contact us via email at ahlinfo@uoguelph.ca.

You can fax us at 519 827-0961.

You can call us at 519 824-4120 ext 54530.

What are your hours of operation?

Guelph

Kemptville

Monday to Friday* 8:15 am to 7:00 pm

Saturday** & Sunday*** 9:00 am to 5:00 pm

Statutory Holidays*** 9:00 am to 5:00 pm

Monday to Friday 8:15 am to 12:00 pm

1:00 pm to 4:30 pm

*Telephone extension 54530 is answered 8:30-6PM Monday to Friday and is monitored on the weekends. During high-volume call periods, please leave a message at extension 54530 and we will return the call as soon as possible.

** Saturday testing limited to Clinical Pathology, Bacteriology, Specimen Reception and emergency necropsy's

***Sunday testing limited to Bacteriology set-up, Specimen Reception as well as emergency necropsy's

How do I send my sample? Is there free shipping?

If you have questions or concerns about submitting your samples - please refer to our Submitting Specimens link.

For Ontario veterinarians and clinics we have free next-day Purolator service - for more information regarding accessing pre-printed waybills, our Purolator account number and what AHL can do for you, please contact us through email or telephone at 519 824-4120 ext 54320 and speak with our client service technician who will gladly help you out.

Where are you located and what is your courier address?

Directional Map:

Our courier address is:

Animal Health Laboratory

Laboratory Services Division

University of Guelph

Building 89

NW Corner Gordon/McGilvray

Guelph, ON N1G 2W1

How can I pay my invoice(s) and who do I make my cheque or money order out to?

You pay your invoice(s) through our Laboratory Services financial section.

You can pay through Internet transfer, VISA/Mastercard, cash, debit or cheque.

Please make all cheques payable to the University of Guelph.

If you have any issues or questions regarding your billing or invoice, please call or email our Client Services Technician who will gladly assist you.

Client Services Technician: 519 824-4120 ext 54320 or ahlinfo@uoguelph.ca

How can I find the price of a test?

You must be a veterinarian or employed by a veterinary clinic to access full pricing.

To find the price of a test online - you must be logged in.

To access the prices online - please contact us for the username and password.

How can I receive my results?

You can receive your results via:

Fax - results and invoices are automatically faxed when each report has been finalized

Email - results and invoices can be emailed to up to three email addresses automatically when each report has been finalized

Regular Mail - results and invoices are printed off and mailed by hand weekly

Remote Entry - access to any result or invoice* whenever you want by logging into our LIMS Sapphire.

To have your clinic set up for remote entry, please contact us.

* Any results or invoices from May 2007 onward - for results prior to May 2007, please contact us- .

What is my AHL Client Number?

Your AHL Client Number is a unique seven digit number that we use to log you into our LIMS. On your customized submission forms, you'll notice it above the name of your clinic. For remote entry, your seven digit client number is typically your username. If you would like to know your AHL client number, please contact us and we'll gladly let you know!

Help! I've locked myself out of Sapphire - what do I do?

You've attempted to log-in three times - and now you're locked out?

We'll need to get IT services to reset your account for you.

Please call us 519 824-4120 extension 54530 and let us know you are locked out.

FAQ's didn't answer what you needed?

Please contact the Client Service Technician by email or phone at 519 824-4120 ext 54320