If you’ve already mailed your kit back but are still receiving reminders, don’t worry you kit may still be in transit to the lab.
Why this happens
After you mail your kit, there can be a short delay before USPS tracking updates, and the lab scans your sample into their system.
During this window, your patient portal may still show your kit as “not received,” and automated reminders may continue temporarily.
How long does it take to update?
In most cases USPS delivery can take a few business days and the lab intake and scanning can take additional time after delivery. It may take several days after mailing your kit for your status to update.
What you should do
No action is needed if you’ve already mailed your kit. Please allow a few days for delivery and lab intake to complete.
When should I contact support?
Reach out to our team if more than 7–10 days have passed since you mailed your kit and you have not received an email notification your samples were received.
Our team will be happy to take a closer look.