If your kit arrived damaged, do not use it to collect your sample. Contact our support team through chat and we'll send you a free replacement kit on the same order. Using a damaged kit can compromise your sample and lead to a rejected result, so starting fresh is always the right call.
What to do right now
Do not collect your sample with the damaged kit. Set it aside.
Take a photo of the damage if you can — a photo lets us confirm quickly whether the kit needs replacing or if specific components are still usable.
Contact our support team through chat. Share your Kit ID (printed on the inside of the kit box or on your instruction card) and the photo of the damage.
We'll arrange your replacement. Your replacement kit ships on the same order, and you'll receive a confirmation email followed by new tracking information when the kit ships.
There is no cost for a replacement collection kit when a new sample collection is needed for the lab analysis. A kit damaged in transit qualifies — your replacement is free.
What if only part of the kit looks damaged?
Not all damage means the entire kit is unusable. Send our support team a photo or a description of what's affected, and we'll review it with you:
Damaged outer box with intact contents — your kit may still be fine to use. We'll confirm that before you collect.
Damaged collection components (sample card, tubes, swabs, or lancets) — we'll replace the affected items or the full kit, depending on what's needed.
Don't guess — if anything looks off, contact us before collecting. Using a compromised component can result in a rejected sample that requires a second recollection.
Need more help?
Contact our support team through chat and we'll take care of it.