If your sample appears stuck in transit, contact the support team as soon as possible — do not wait. Samples have stability limits, meaning there is a fixed window of time after collection during which a sample can still be reliably analyzed. The earlier a delayed shipment is flagged, the more options are available. If your sample is lost, damaged in transit, or arrives too late to be analyzed, a free replacement kit will be sent on the same order.
Signs your sample may be delayed or lost
Watch for these indicators:
The tracking number on your prepaid return mailer shows no movement for several days
You shipped your sample days ago but have not received a "sample received by lab" notification
Tracking shows the package as lost or damaged
If you see any of these signs, act immediately rather than waiting for more time to pass.
Steps to take
Follow these steps when you suspect your sample is delayed:
Check the return tracking number from your prepaid return mailer label, if you recorded it before shipping.
Contact the support team through chat. Include your Kit ID, the date you collected your sample, the date you shipped it, and the return tracking number if you have it.
The support team will review the delay. Whether a delayed sample is still usable depends on your specific test's stability window. The support team will check this for you.
If your sample cannot be used
If your sample was lost or damaged in transit, or if the delay pushed your sample past its stability limit, the lab cannot analyze it and a new sample collection will be needed.
There is no cost to you for a replacement collection kit when a new sample is needed. The replacement kit will be placed on your same order. You will receive confirmation by email and text, followed by a tracking notification when the new kit ships.
Need more help?
Reach the support team through chat anytime. Include your Kit ID, your collection date, your ship date, and your return tracking number. Do not wait — earlier contact means more options.