Where can I find my return shipping label?
The prepaid return shipping label and the return envelope will be inside the package. If you can't find one of them, please write to email@example.com.
The one who needs the test is a kid or has difficulty producing saliva, can I still buy the WGS?
Yes, you can request a swab to pass inside the cheek. Please write to us at the same time you placed the order to firstname.lastname@example.org and we will send the best sample kit for your necessities.
Why can't I get a Pharmacogenomics report if I reside in the USA?
In accordance with the FDA regulations, we are unable to provide US residents with Pharmacogenomics reports.
I bought one or more Upgrades, how long does it take to receive the reports?
All the Upgrades reporting will take from 1 to 10 working days. You will receive them directly in your Genome Manager personal area.
Why if my kit has arrived at your lab, does the status on the Genome Manager continue to be "waiting for your kit"?
We respect a special workflow for each step of the analysis, receiving samples included.The process of unboxing, registration and physical quality control that happen before the analysis, can take a few days to a few weeks. Then the status will update to "We have received your kit".
Why do I get an error message when downloading my raw data?
Please note that your RAW DATA is free for more than 90 days. After that they are only available by purchasing a Gold or Silver subscription from your Genome Manager account. To purchase in your Genome Manager in the 'Shop' section. It takes approximately 7 days from the date of purchase for your data to be restored. If they do not come back, please write to us at email@example.com.
I’m waiting for my results, when will I receive them?
From the day we receive your sample in the lab, to the day you can find your reports in the Genome Manger, it can take approximately 4 weeks to 8 weeks.
I received a commercial invoice request from the DHL courier. What should I do?
The courier should already have the label with a paperless invoice in his IT system. If they can’t find it, write to firstname.lastname@example.org specifying in the subject your order number and that it is a case of an invoice request.