Dear Valued Customer,
We know that the transition to our new Laboratory Information System has created challenges that are affecting your practice and your patients. We are dedicated to supporting you in providing your patients the best care, and our top priority is getting our laboratory operations back to running smoothly.
With that in mind, we want to offer the best ways to address your needs.
We are still experiencing higher than normal volumes for calls, voicemails, and emails. We are working through the requests and apologize that we haven’t been able to speak or respond live.
Our standard of care is to answer all phone calls, and we are working diligently to return to that standard. To help ensure that we can answer your requests in a more timely manner, please send courier requests, Portal Set up Requests, Add On Requests, Result Request, and supply reorders to referencelabsupport@zoetis.com.
The Zoetis Reference Laboratories Portal is the fastest way to check on the status of your sample, access results, and submit test requests. If you haven’t already registered for the Portal, please send an email to referencelabsupport@zoetis.com and include:
- Your Name
- Practice Name
- Account Number (Phoenix Lab account number is fine)
- Email that you want the welcome link to go to (the clinic admin email)
For Courier Requests, please include:
- Your Name
- Practice Name
- Account Number (Phoenix Lab account number is fine)
- Date and time of pick up request
For Add Ons or Test Results, please include:
- Your Name
- Practice Name
- Account Number (Phoenix Lab account number is fine)
- Accession number and /or pet’s first and last name
For supply orders, please include:
- Your Name
- Practice Name
- Account Number (Phoenix Lab account number is fine)
- Requested supplies
Supply requests can also be submitted via your courier, or using our online order form here.
We are seeing many samples come in with just the pet name and doctor name. We must have your account number and hospital name submitted with the request to ensure that the sample is attached to the correct account and available in your Portal.
To help make it easier for your team to submit samples, forms with your account information pre-populated have been ordered and will be delivered with test request forms orders within the next few weeks. Where possible, we suggest using the Portal to submit test requests. You can find Portal instructions at www.zoetisus.com/portalstartguide.
2021 Test menus are available at https://phoenixlab.com/services/. For all password protected files, use the password 123456.
2021 Requisition forms are available at https://phoenixlab.com/printable-forms/, and are not password protected.
To access results for samples submitted prior to Feb. 2, 2021, or to access your current histopathology reports, please use the Phoenix Lab VisuaLab portal at http://vlabweb.pclv.net/login.aspx
To access results for samples submitted on or after Feb. 2, 2021, please use the Zoetis Reference Laboratories portal at www.zoetisreflabs.com/portal
Our customer service team is also here to answer your requests from:
- Monday – Friday: 4:30 a.m. – 8 p.m. PST
- Saturday: 5 a.m. – 7 p.m. PST
- Sunday: 7 a.m. – 5:30 p.m. PST
Thank you for continuing to work through this with us. We are dedicated to you and your needs, and we appreciate your continued support.
Sincerely,
Zoetis Reference Laboratories
