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This page outlines answers to frequently asked questions from ICL’s Integrative Laboratory Services clients (e.g. NDs).
If you are a hospital or clinical client, please view ICL’s frequently asked questions for referring hospital clients.
Once registered, all ICL account numbers under the Integrative Laboratory Service start with 8000 and end with a 4-digit identifying number. Account numbers can be found on your requisitions, invoices, and under ‘edit profile’ when logged into our website. An account number is required to place kit orders and is used to distinguish incoming samples instead of barcodes. Your ILS username and password were created when you registered. If you are unable to locate your account number, please reach out to your ILS representative.
You can access the fee schedule in two locations:
The ICL website provides robust test details with sample reports. If you can’t find the information you are looking for in the Test Catalogue, please reach out to your ILS Representative.
The Test Menu and Fee Schedule indicate tests that are orderable by Ontario NDs based on the Laboratory and Specimen Collection Centre Licensing Act #683. Alternatively, you can visit our online test catalogue to access the full test menu. The advanced search button allows you to filter for tests orderable by Ontario NDs.
An online supply order form is available by logging into your website account at iclabs.ca/login. You’ll find the order form under the My Account tab in the upper right-hand corner. You will need the following information to submit an order:
Yes, you can have kits delivered directly to your patients in Ontario at an additional charge of $10 +tax. All shipments outside of Ontario are subject to a $25 +tax fee per kit. The shipping cost is applied at the time the kit is shipped out.
Direct-to-patient kits
When shipping kits directly to your patients, the lab will create a label for your patient and place the labeled requisition in the test kit prior to send-out. Your patient will need to complete any required collection information on the requisition, and ensure the requisition accompanies the test kit when returning the samples to ICL.
Direct-to-clinic kits
Blank requisitions are included in all test kits that are sent directly to your clinic or office.
Important: It is required that practitioners complete the requisition in-full to ensure the correct test is resulted and all necessary information is provided. Incomplete or incorrect requisitions may lead to delays, samples being rejected or the wrong test being ordered.
Kit orders are usually fulfilled within two business days and can then be in transit for up to three business days.
Your past invoices will be available from November 2022. Future invoices will be available indefinitely.
If you need to access invoices from before November 2022, please reach out to your Solutions Specialist or email us here.
It is possible that you already have a login. Please try resetting your password here if you are unsure.
If you have never registered with us, please visit our page here and enter your practice details.
You will receive an email notification with a welcome package once your account has been verified (1-3 business days). At this point you should be able to log in and see any past invoices.
Your registration will also allow you to place kit orders online, ship directly to patients or clinics (under ‘My Account’) and access the fee schedule and updated test menu (under Resources).
If you don’t see an invoice for the current month, it may be because no invoice has been issued; please check previous months to see if past invoices are available.
It may also mean you are not the primary account holder for this practice. For security reasons, only primary account holders have access to invoices online.
You are considered the primary account holder if you are the individual who typically receives ICL’s invoices directly and those invoices appear in your name (or your practice’s name). If you are the primary account holder, it’s important to ensure your information is updated under ‘Edit Profile.’ If you typically do not receive invoices directly, you may be a secondary account holder. To ensure someone at your practice can access the invoices, please check with the primary account holder to confirm their visibility. If no one at your practice can see their invoices online, please reach out to your ICL solutions specialist for assistance.
The billing email we have on file might be different from the one you use to log in, which could be why you’re not seeing invoices. To resolve this, we can update your billing email in our system. Please reach out to your Solutions Specialist or email us here.
You need to add the additional account under ‘Edit Profile’.
Select ‘Add Another Practice’ and input the necessary details. Once all is verified, your other practice should appear after 1-3 business days and your invoices should be viewable at that time.
For security reasons, we have determined that only the primary account holder will have direct access to the invoices. If your admin needs to view the invoices, please ensure they coordinate with the primary account holder.
The credit memo section under invoices indicates whether a credit has been issued to your account. This will only appear if there was a previous billing adjustment, and you now have a credit on file. The credit will be automatically applied to your current or following invoice, depending on the billing cycle.
As we transition to a more efficient system, we are gradually moving away from paper invoices. By accessing your invoices online, you benefit from:
We believe these features will enhance your experience and simplify your administrative tasks. If you have any concerns about this transition, please feel free to contact our support team.
If none of these FAQ’s address your issue specifically, please reach out to us here to tell us about your unique issue. Please fill out all the details so we may contact you back at our earliest convenience.