Discover How CARO’s Onboarding Process Makes It Easy For You to Start Testing Today

Posted on January 25, 2021

CARO onboardingprocess

A new year has arrived and many of us are working with the goal of making 2021 better than the last. After all, there were so many lessons learned and ideas shared in 2020, so why no to put them to work?

If you have been thinking of starting a testing program or you are looking to switch your current program over to CARO, we say go for it! Last year, we built and tested a new tool to help you do just that: our  ‘Welcome Page’. This page was created to help make the onboarding process easier than you could have ever imagined, so what are you waiting for?

You might be wondering about the importance of having a reliable client onboarding process. According to the research by the marketing company Wyzowl, 86% of people say they would be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they have bought. This type of support is at the heart of our commitment to being your Big Picture Sidekick.

Where Do I Begin?

The first step in joining our group of Environmental, Food and Cannabis testing experts, you will need to set up your account by completing  this form  and choosing the payment method that is most suitable for your company.

Depending on the frequency of testing you have planned, you may also want to consider creating an account on the CARO Store – this will make placing and tracking your bottle order quicker and easier. For those of you with routine testing schedules, this system includes the convenience of one-click reordering for faster checkout.

PRO TIP: Within your Store account, you get access to exclusive CARO content and VIP savings!

CARO Store accountFigure 1. After you signed up for Store account, you will have access to different resources including CARO’s webinar series, accessed through the left side menu bar.

Starting Sampling in No Time

Once you have created your account, you are ready to sample! Bottles and supplies can be ordered online by visiting  CARO store at any time (it’s literally available 24/7.) When your order has been received, you will be sent an e-mail confirmation as your order is prepared and shipped, so you never have to guess where your supplies are.

PRO TIP: Our store system allows you to search for the supplies you need according to analysis name or bottle type. If you are still unsure about the types of supplies you will need (do not worry, we know you are just learning!) check out this handy  sample handling guide.

Now It’s Your Turn

When you get your hands on your bottles, it’s time to start sampling. At this point, you might have questions about how to submit a good quality sample: check out our general sample instructions, which are designed to help you do just that! If you have signed-up for Store Account, you can also take a crash course with our  Sampling Refresher video.

PRO TIP: When your samples are shipped to or dropped off an any CARO laboratory location, make sure to include the proper Chain of Custody (COC) form; missing or incomplete information here may result in data delays (and nobody likes delays.) You can find copies of our fillable COCs by region on the  Resources Page.

Back to the Lab

Once your sample has been received by our team of charismatic scientists, you will get an e-mail with your login notice. Remember that your login notice  is not your report; it is a notification we send to let you know that your samples arrived in good order, what they are being tested for and the expected due date. If you do not see a login notice within 48 hours of submitting your samples, make sure to check your junk mail - CARO’s emails are definitely NOT junk, but some e-mail servers get confused. Note that your final report will be delivered by e-mail, so if you are not getting messages from us, we will want to fix that right away.

PRO TIP: Turnaround Times, or TATs, is industry language for the length of time it will take to get your data. Our standard TAT is 5-7 business days. Check out the image below illustrating the two common scenarios, and how the TAT is calculated for each.

CARO Turnaround scenarios

Getting your results

When the lab is done analyzing your samples, you will receive an e-mail with the Certificate of Analysis (your results). To clear up any doubts about how to read or interpret your data, check out  How to Read Your Report, linked in the  Resources page, or visit our  latest blog post that will help you interpret your bacterial results.

Thank you for choosing CARO as your analytical service provider! If you have not found the information you were looking for, or if you still have questions, please connect with us at  [email protected]. We are always happy to accompany you on your sampling journey.


Richmond, British Columbia

#110 – 4011 Viking Way
#250 – 4011 Viking Way (Corporate Office)
Richmond, BC, V6V 2K9, Canada
Phone: (604) 279-1499 Fax: (604) 279-1599
Email: [email protected]
Monday to Friday 8 am to 5 pm.
Saturday 9 am to 4 pm.
After Hours Emergency: 1 (888) 311-8849


Edmonton, Alberta

17225 109 Ave NW
Edmonton, AB, T5S 1H7, Canada
Phone: (780) 489-9100
Email: [email protected]
Monday to Friday 8 am to 5 pm.
After Hours Emergency: 1 (888) 311-8849


Burnaby, British Columbia

#108 – 4475 Wayburne Drive
Burnaby, BC V5G 4X4, Canada
Phone: (604) 279-1499
Email: [email protected]
Monday to Friday 9am to 8pm.
Saturday 11:30am to 8pm.
After Hours Emergency: 1 (888) 311-8849

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    Kelowna, British Columbia

    #101 – 3677 Highway 97N
    Kelowna, BC, V1X 5C3, Canada
    Phone: (250) 765-9646
    Toll Free: 1 (888) 311-8846 Fax: (250) 765-3893
    Email: [email protected]
    Monday to Friday 8 am to 5 pm.
    Saturday 9 am to 4 pm.
    After Hours Emergency: 1 (888) 311-8849


    Whitehorse, Yukon (Depot)

    BOX 10 33 Levich Drive


    Whitehorse, YT, Y1A0A8, Canada
    Contact Us for Supplies and Deliveries
    Toll Free: 1 (888) 311-8846
    Email: [email protected]
    Monday to Friday 9 am to 5 pm
    This is a depot with our supplies only. Ship samples to the lab.


    Victoria, B.C. (Depot)

    #3-576 Hillside Avenue


    Victoria, V8T 1Y9, BC, Canada
    Contact Us for Supplies and Deliveries
    Toll Free: 1 (888) 311-8846
    Email: [email protected]
    Monday to Friday 7:30 am to 5 pm
    This is a depot with our supplies and flat-rate next day shipping