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How do I get a replacement kit?

When you qualify for a free replacement kit and how to request one.

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Written by Riley Burcin

If something went wrong with your kit or your sample, contact our support team through chat and we'll arrange a replacement kit on your same order. Replacements are a normal part of at-home testing — we handle them routinely and quickly.

Your replacement kit ships on the same order, so your results stay connected to your account. When the replacement arrives, register it just as you would a new kit before collecting your sample.

Situations that qualify for a replacement kit

Replacement kits are available in these situations:

  • Your kit was lost or damaged in transit before it reached you

  • Your kit arrived incomplete or with missing collection components

  • You made a mistake during sample collection and need to collect again

  • Your sample was rejected by the lab (for example, there was not enough sample, or the sample was not stable when it arrived)

  • Your sample was lost or damaged on its way to the lab

  • The lab needs more sample to complete your analysis

What a replacement kit costs

There is no cost for a replacement collection kit when a new sample collection is needed for the lab analysis. This covers most of the situations listed above, including lost or damaged kits and lab rejections. Other circumstances may involve a charge — if your situation doesn't clearly fall into one of the categories above, our support team will walk you through what applies to your specific case before anything is processed.

How to request a replacement kit

  1. Contact our support team through chat.

  2. Share your Kit ID — it's printed on the inside of your kit box or on your instruction card. If you don't have your Kit ID, provide your name and email address and we'll find your order.

  3. If your sample was rejected or you made a collection mistake, a photo of your sample card or collection materials helps us confirm whether a recollection is needed. This is optional but speeds up the process.

  4. We'll place the replacement on your same order and send you a confirmation. You'll receive new tracking information when the replacement kit ships.

Once your replacement kit arrives, register it using your member portal or app before you begin your new collection. Your results will automatically connect to your existing order.

Need more help?

Contact our support team through chat and we'll take care of it.

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