Lab Couldn't Process My SampleUpdated 16 days 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 $50 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].