When we send a replacement kit, you'll receive an email and a text message with new tracking information so you can follow the kit to your door. Your replacement kit ships on the same order as your original test — you don't need to place a new order or pay again. This article explains how to track your replacement and what to do if it hasn't arrived.
How to track your replacement kit
Open the email or text message we sent to notify you that your replacement kit shipped. This message includes your new tracking number.
Use the tracking link or number in that message to check the current delivery status.
When the kit arrives, collect your sample following the instructions inside and ship it back using the prepaid mailer included in the kit.
After you ship your replacement sample, your results will continue on the same order once the lab receives it.
If you haven't received a tracking notification
Check the following before contacting support:
Look in your spam or junk mail folder — our notification email may have been filtered.
Check whether the text message went to a muted or filtered number on your phone.
Confirm that the email address and phone number on your account are correct.
If you've checked all of the above and still don't see a notification, contact our support team through chat and we'll resend the tracking information.
If your kit is taking longer than expected
Replacement kits ship via standard carrier service. If your kit has been marked as shipped but hasn't arrived in a reasonable amount of time, or if your tracking shows no movement, contact our support team through chat and we'll investigate. We can confirm whether the kit shipped, provide updated tracking, or send a new replacement if the kit was lost in transit.
Need more help?
If you can't find your tracking notification or your replacement kit hasn't arrived, contact our support team through chat and we'll look into it right away.