Please select the option below that describes your situation:
Why is my sample kit experiencing a shipping delay?
Samples are first sent to our distribution center. From the distribution center, samples are forwarded to our laboratory as a part of a larger carton of samples. Occasionally there may be delays as these cartons are forwarded to our laboratory in the United States. Those delays may be out of our control. We appreciate your patience. You will receive a notification when your sample has been received at our laboratory.
The tracking information associated with my sample shows that it has been delivered to the laboratory, however, my account still shows that the laboratory is waiting to receive my sample.
Occasionally, there is a delay between the time a sample is marked as "delivered" on the tracking information you see within your account and the time it is scanned as received by the lab. This delay can take up to 2 weeks. A sample is marked as received by our system when it is physically opened at the lab and the kit barcode is scanned - this process is referred to as accessioning.