"Exceeds Stability" means too much time passed between when you collected your sample and when it arrived at the lab. Every sample has a limited window during which it can be reliably tested — once that window closes, the lab can no longer produce accurate results and must reject the sample. We've already sent you a free replacement kit on your same order so you can collect again. This article explains why this happens and how to prevent it next time.
Why "exceeds stability" happens
A sample that exceeds its stability window is no longer suitable for analysis. This typically happens when:
The sample sat at home for one or more days before being mailed
The sample was collected late in the day and held overnight before shipping
A courier or shipping method other than the provided prepaid mailer was used, resulting in a longer transit time
The sample itself isn't defective — the issue is the gap between collection and lab receipt.
How to prevent it next time
The key rule is simple: collect on a day you can ship.
Choose a collection day when you can mail the sample the same day. A weekday morning is ideal because it gives the prepaid mailer the most time to travel before any weekend delays.
Collect your sample and ship it the same day. Do not store a collected sample to mail later.
Use only the prepaid mailer included in your kit. Other couriers or shipping services are not approved and may result in longer delivery times.
Drop the mailer at the carrier the same day you collect, even if you collect later in the afternoon — do not hold it overnight.
If you collect your sample and are not able to mail it the same day, wait and collect on a day when you can ship immediately.
What happens next
Your free replacement kit is already on its way on the same order. You'll receive an email and a text message with tracking information so you can follow its delivery to your door. When the kit arrives, follow the steps above to collect and ship on the same day.
Need more help?
If you haven't received a shipping notification or have misplaced your prepaid mailer, contact our support team through chat and we'll help.