A replacement collection kit is free when a new sample collection is needed because your original sample could not be analyzed. Use this article to understand when a replacement is free and what to do if you think you need one.
When a replacement kit is free
If your sample could not be analyzed and you need to collect again, there is no charge for the replacement kit. This includes situations such as:
Your sample was rejected at the laboratory (for example, insufficient sample volume, collection issue, or the sample exceeded its stability window)
Your sample was lost or damaged in transit before reaching the laboratory
Important: When we send a replacement kit, it reuses your original order. You do not need to place a new order or pay again.
When a charge might apply
Other circumstances may involve a charge depending on the situation. If that's the case, our support team will explain the details before anything moves forward and help you choose the best option.
How to request a replacement kit
Contact our support team through chat. Tell us what happened and we'll confirm whether a free replacement applies to your situation, send it if it does, and walk you through the next steps.
Need more help?
Contact our support team through chat if you think you need a replacement kit.