"Improper Collection" means the lab couldn't process your sample because either not all required collection cards were completed, or the cards didn't arrive sealed inside the transport pouch. The transport pouch is the small sealed bag your dried cards must be placed in before going into the prepaid mailer — it protects the sample in transit and is required for lab acceptance. We've already sent you a free replacement kit on your same order. This article explains the two causes and how to pack your replacement correctly.
Why "improper collection" happens
There are two common causes:
Not all cards were completed. The lab requires every collection card in your kit to have all circles filled. Skipping a card or leaving circles unfilled makes the sample unusable for some or all of your tests.
The cards weren't sealed in the transport pouch. The transport pouch, included in your kit, is required for the lab to accept the sample. Cards that arrive outside the pouch cannot be processed.
How to collect and pack correctly next time
Follow these steps in order when using your replacement kit:
Read your kit instructions before you start. Identify how many cards you need to complete and how many circles each card requires.
Complete every card in your kit, filling every circle on each card as instructed.
Let all cards dry flat for a full 60 minutes before packing. Keep them away from heat, sunlight, and moisture, and don't touch the blood spots while they dry.
Place all dried cards inside the transport pouch and seal it completely as shown in your kit instructions. Do not skip the transport pouch step.
Put the sealed transport pouch into the prepaid mailer along with any other items listed in your instructions.
Double-check that nothing is left behind before you seal and mail the prepaid mailer.
After mailing, you can track the sample using the tracking information in your kit shipping confirmation.
What happens next
Your free replacement kit is on its way on your same order. You'll receive an email and a text message with new tracking information when it ships.
Need more help?
If you're unsure which cards to complete, how many circles each card needs, or how to seal the transport pouch correctly, contact our support team through chat before you collect — we can walk you through the process, including by photo or video if that helps.