Delays and Retests
Our highly skilled scientists work hard to deliver accurate
results to our customers in a timely manner. However, despite
our best efforts, there are situations that may delay results
or prevent us from releasing results to some customers. In
some cases, a Retest may be requested. If a sample is determined
to require a Retest, the customer will be contacted. In some
cases, an additional charge may apply to Retests. If the customer
agrees to the Retest, a new sample collection kit will be
dispatched as soon as possible and the sample will be treated
as Express. If a Retest is offered and refused, the customer
is eligible for a partial refund. Please refer to the Refund
Policy for more details on requesting a refund. kasjhfjksah
The reasons for Delays include:
The reasons for Retests include:
Please click on the topic(s) above for more information.
Reasons for Delays
Missing Information/More Information Needed:
All customers must provide a phone number and/or email address
to enable efficient communication with Customer Service. If
a customer provides inaccurate information and Pink or Blue
needs to contact them regarding the sample, they may experience
delays. In some cases, the sample cannot be processed without
clarification from the customer. Every effort will be made
to get in touch with the customer. However, the processing
time will only begin from the day the issue is clarified.
For example: An Express sample is received on Monday. The
customer gives an LMP date that shows she is not eligible
to take the test. A voice message and/or email are sent to
the customer on Monday. The customer responds on Tuesday.
It is determined that she incorrectly recorded the date of
her LMP, and she is in fact eligible for the Pink or Blue
test. The 3-day Express processing period begins on Tuesday,
and the results can be expected by Friday.
We ask for the customer's Last Menstrual Period (LMP) date.
The LMP is mandatory to confirm eligibility. If we find that
the LMP date is inaccurate, unreadable, or otherwise indicates
that the customer has provided the sample too early, we will
contact the customer.
We will not test samples collected prior to 10 weeks (70
days) after the last menstrual period. Please be very accurate
when providing this date. Intentional misrepresentation of
the date of the LMP may provide wrong answers and voids our
money back guarantee. Please read our terms
and conditions. We will not process the sample until the
customer provides the necessary and correct information and
eligibility is confirmed.
The customer will be contacted if the customer did not sign
the Consent section of the Authorization Form. Processing
will not begin until written consent is obtained via a correctly
signed original or via fax at (408) 734-2221 or email to custserv@consumergenetics.com.
If a customer provides a comment on the authorization form
regarding a male being present during sample collection or
a special medical condition, the lab may need to contact them
to clarify the situation and discuss options. In some cases,
a sample cannot be processed without this clarification.
Shipping Delays:
Pink or Blue® and FedEx, our shipping partner,
work together to ensure timely and cost-effective delivery
of collection kits between our customers and the laboratory.
Unfortunately, weather, holidays and other unforeseen problems
may delay the delivery of sample collection kits to our customers,
and the delivery of samples to the laboratory. If a delay
occurs, we will do everything possible to rush your result.
However, processing each sample is a time and labor intensive
process. A result is guaranteed in 3 business days
for Express service and 5 business days for Standard
service from the day the sample is received by the
lab.
Reasons for Retests
Technical Difficulties:
As with any business, we rely on our suppliers and equipment
to function smoothly in order to process samples in a timely
manner. Occasionally, reagents or equipment may fail leading
to delays. The customer will receive a $25 refund for every
business day the results are delayed. For example, if a result
was due Thursday but is disclosed on Friday, the customer
will receive $25. Business days are Monday through Friday,
not including weekends and standard U.S. holidays.
We are always looking for newer, better, more reliable reagents
and equipment to ensure that we are functioning at maximum
capacity even if a problem with one component arises. If more
sample is needed due to a technical failure, the customer
will be offered a Retest at no charge.
Eligibility:
Retests are offered to customers who collect a blood sample
before they are eligible. To be eligible, a woman must be
10 weeks after the first day of the Last Menstrual Period
(which is 7 weeks post-conception). It is very important that
the Last Menstrual Period (LMP) is reported accurately to
determine eligibility. The calculation to determine eligibility
is based on our company's policy and standards. No other method
of determining stage of pregnancy is acceptable.
Providing inaccurate information voids our money back guarantee.
If a customer is determined to be "Too Early" after the sample
arrives in the lab, the sample will not be processed and the
customer will be given the option for a Retest. The cost of
a new sample collection kit and shipping fees will be charged
to the customer. Only one lab fee will be charged since the
first sample was not processed.
Poor Sample Quality or Low Amount of Blood Collected:
The DNA collection card is made of a specially formulated
paper that makes the transport of blood safe and efficient
as long as sterility of the sample can be ensured. A special
envelope is provided for the purpose of keeping the DNA collection
card clean and dry. If the sample arrives damaged (for example:
without the drying envelope, the drying envelope is ripped,
or the sample has visible contamination), the sample will
not be processed. An option for a Retest kit will be offered
to the customer. The cost of a new collection kit and shipping
fees will be charged to the customer. Only one lab fee will
be charged.
A minimum amount of sample is required for testing. Too little
blood can lead to inconclusive results. It is important that
the customer fully saturates the 3 circles on the DNA collection
card with blood. If inadequate blood is received by the laboratory,
as judged by our staff, the customer will be contacted and
a Retest will be offered to the customer. The cost of a new
collection kit and shipping fees will be charged to the customer.
Only one lab fee will be charged.
It is possible for DNA to degrade. An example that would
cause degradation of DNA is leaving the sample in high temperature
environments (i.e. in your car on a hot day) for several days
or weeks prior to mailing the sample. Please mail the sample
within 24 hours after collection.
In addition to testing the sample for the presence of fetal
Y chromosomal DNA, the lab also determines the total amount
of DNA purified from the blood sample. If not enough DNA is
retrieved from the sample, the sample is designated as having
"Low DNA Yield." No result can be determined for samples with
low DNA yield. An option for a Retest kit will be offered
to the customer. The cost of a new collection kit and shipping
fees will be charged to the customer. Only one lab fee will
be charged.
Males Present
It is very important that all instructions are followed correctly
after receiving the Early Gender Test kit. Males
should not open the kit or handle any kit contents at any
time. Bathrooms, sinks, counter surfaces,
faucet knobs, and hand towels shared between male and female
household members are contaminated with male DNA. Please cover
sinks and counters with clean and unused paper towels, or
wax paper, or aluminum foil and wash hands thoroughly with
soap and water before sample collection. Dry hands using only
clean paper towels, NOT shared towels. We have several methods
to test for contamination, including testing the white portion
of the DNA collection card. If any contaminating signal is
detected, the sample is "Contaminated". In this case, no result
will be disclosed.
If a customer is concerned that the sample may have been
contaminated, Customer Service should be contacted immediately.
A sample which is potentially contaminated will not be processed.
A new collection kit will be sent to the customer and the
costs of the kit and shipping will be charged. Only one lab
fee will be charged since the first sample was not processed.
Please note that this policy is subject to change without
notice. Please check back for the most current version of
this document.
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