Where can I find my return shipping label?
The prepaid return shipping label and the return envelope will be inside the package. If you can't find one of them, please write to firstname.lastname@example.org.
The one who needs the test is a kid or has difficulty producing saliva, can I still buy the WGS?
Yes, you can request a cheek swab from us. Please write to us at the same time you placed the order to email@example.com and we will send the best sample kit for your needs.
Why can't I get a Pharmacogenomics report if I reside in the USA?
In accordance with the FDA regulations, we are unable to provide US residents with Pharmacogenomics reports.
I bought one or more reports, how long does it take to receive them?
Additional reporting will take from 1 to 10 working days. You will receive them directly in your Genome Manager account, in the Reports section.
Why if my kit has arrived at your lab, does the status on the Genome Manager continue to be "waiting for your kit"?
We follow a special workflow for each step of the analysis, receiving samples included. The process of unboxing, registration and physical quality control that happen before the analysis, can take a few days to a few weeks. Then the status will update to "We have received your kit".
Why do I get an error message when downloading my raw data?
Please note that your RAW DATA is free for 30 days after results are ready. After that they are only available by purchasing a Gold or Silver subscription from your Genome Manager account. To purchase in your Genome Manager in the 'Shop' section. It takes approximately 7 days from the date of purchase for your data to be restored. If you still don't have access to the raw data files after 7 days since your subscription order, please write to us at firstname.lastname@example.org.
I’m waiting for my results, when will I receive them?
From the day we receive your sample in the lab, to the day you can find your reports in your Genome Manger account, it can take approximately 4 weeks to 8 weeks.
I received a commercial invoice request from the DHL courier. What should I do?
The courier should already have the label with a paperless invoice in his IT system. If they can’t find it, write to email@example.com specifying in the subject your order number and that it is a case of an invoice request.
I am having trouble signing into my Genome Manager account. What should I do?
Please log into your account using this link here: https://genome.dantelabs.com/login
I am trying to order, but I can't ship to my country?
At this moment, we can only ship to the countries listed.
Are you going to offer more additional reports in the future?
Yes! We are always adding more reports, and making improvements to the ones we already have. If you have any suggestions about what reports we should offer, we welcome you to write to us at firstname.lastname@example.org with your suggestions.