Lab Couldn't Process My SampleUpdated 5 months ago

If you’ve received an email notifying you that your sample could not be processed, it means our lab encountered an issue. Here are some common reasons:

    • Unreadable data

    • Insufficient or degraded samples

    • Leaked samples (tube cap may have loosened during transit)

    • Missing tube (return box may have been damaged or opened in transit)

Next Steps

Our support team will reach out to assist with a replacement kit. Please note the following:

    • Replacement kits come with a new activation code, which must be registered before returning the sample.

    • Unregistered kits will be discarded after 30 days, requiring a $30 replacement fee for a new kit.

    • Activating the code after the 30-day unregistered period will be too late and will require starting the replacement process again.

Refund or Merchandise Credit Options

    • If a replacement is refused, you may request merchandise credit.

    • For orders with multiple kits, any refund will be issued as merchandise credit, prioritizing discounted kits before retail-priced kits.

We’re committed to making this right for you. If you have any questions, please reach out to our customer care team at [email protected].