If your results are missing markers or show values that don't seem right, contact our support team through chat so we can review your order. There are several common, straightforward explanations — and in most cases, we can resolve it quickly.

Many tests include multiple markers that don't all finish at the same time. If you're seeing fewer markers than you expected, some may still be processing at the lab. We send a separate notification when your full results are ready — check whether you've received that message yet.

In some cases, the lab can complete part of your test but needs a fresh sample to finish the remaining markers. If this applies to your order, we send a free replacement kit and explain it in a separate message. Check your inbox and spam folder for a message about a replacement kit.

Reference ranges and result tiers (such as Optimal, In-range, Elevated, High, or Critical) can sometimes be surprising. Ranges can also vary between different tests and panels, which is normal. Your care team can help you understand what a specific result means for your health.

Follow these steps before contacting support:

Do not make health decisions based on a result that looks off until we've confirmed it is accurate and your care team has reviewed it.

If your results are still unclear after checking these steps, contact our support team through chat. Share which markers are affected and what looks wrong, and we'll investigate.