If your test needs a fresh sample — because your sample was rejected, the lab needs more blood to finish your results, or your kit was lost in transit — we'll send you a replacement collection kit at no cost. The replacement continues your existing order, so your test picks up right where it left off. This article explains when a replacement kit is sent, how the process works, and what to do when it arrives.
When we send a replacement kit
We automatically send a replacement kit in these situations:
Your sample was rejected by the lab (reasons include: not enough sample, blood breakdown before testing, sample exceeded its testable window, or improper packing)
The lab completed some of your tests but needs more blood to finish the remaining ones
Your kit or sample was lost or damaged in transit
You don't need to request a replacement in any of these cases — we initiate it as soon as we're notified of the issue.
How the replacement process works
Your replacement kit follows a set sequence from the moment we flag the issue.
We identify the issue on your order and record the reason.
We add a new kit to your same order — you don't need to place a new order or re-register from scratch.
You receive an email and a text message confirming the replacement is on its way, including new tracking information.
When the replacement kit arrives, collect your sample following the instructions included in the kit.
Ship the sample back using the prepaid mailer included in the kit.
Once the lab receives your new sample, your results continue on the same order.
After you ship the replacement, you can use the tracking number in your confirmation email or text to monitor its progress to the lab.
Cost of a replacement kit
There is no cost for a replacement collection kit when a new sample is needed for lab analysis. If a situation arises where a charge might apply, our support team will contact you directly to explain before anything is billed.
Need more help?
If you believe you need a replacement kit and haven't received a notification from us, contact our support team through chat. We'll review your order and send a replacement if one is needed.