I sent my kit into Portland I have never heard a word after six weeks. I had sent an email to Wix and got a return that I would be hearing shortly. But after 4 weeks and not a word I tried to respond to that email and got a mailer-daemon error. No they have no real process in place to help you. I'm done with Wix UOA labs. I can almost do an OIC for what they charge and I get something for my money.
I just checked my account and it was on there. No email notice but it was completed yesterday.
I'm impressed. 9 day turnaround from date of delivery. Not bad for a $9 sample kit + UPS shipping of $8.50.
Maybe they do it faster if it comes via UPS ground.