A rejected sample means the lab received your collection cards but couldn't run your test on them. When this happens, we automatically send you a free replacement kit on the same order and notify you by email and text so you can collect again. A rejection is common with at-home blood collection and is straightforward to fix the second time around. This article explains the four reasons a sample is rejected and what happens next.
The four reasons a sample is rejected
There are four specific reasons the lab may be unable to process a sample. The table below summarizes each one and links to the article with tips for avoiding it next time.
Rejection Reason | What It Means |
Quantity Not Sufficient (QNS) | Not enough blood was on the collection cards for the lab to run the test |
Hemolyzed | The blood broke down before the lab could test it, usually due to cards being sealed too soon or drops being collected too slowly |
Exceeds Stability | Too much time passed between collection and lab receipt, so the sample was no longer testable |
Improper Collection | Not enough cards were completed, or the sample didn't arrive sealed inside the transport pouch |
Each of these has its own article with specific steps to prevent it next time. If your notification email tells you which reason applies to your sample, start with that article.
What happens after a rejection
You don't need to pay for the replacement kit. There is no cost for a replacement collection kit when a new sample is needed for lab analysis.
We flag your sample as rejected and record the specific reason.
We automatically add a new replacement kit to your same order — you don't need to place a new order.
You'll receive an email and a text message letting you know your replacement is on the way, with new tracking information.
When the replacement kit arrives, collect your sample again following the instructions in the kit and ship it back using the prepaid mailer.
Your original order stays open. The replacement kit continues that order — nothing about your test changes.
After you ship the replacement
Once the lab receives your new sample, your results continue on the same order. You can track the replacement kit using the tracking number in your notification email or text.
Need more help?
If you're not sure why your sample was rejected, haven't received a replacement kit notification, or want help collecting your next sample, contact our support team through chat and we'll walk you through it.