My results are not showing up

Almost always this is three different email addresses. The address you bought with, the address you registered the kit with and the address you sign in with have to be the same one, because that address is what links the order, the kit and the result together. Check all three, then write to us with the order number and we will join them up.

Sign in and check

I need to register my kit

A kit has to be registered before the laboratory can match your sample to you. Register it with the same email address you used at checkout, and do it before you post the sample back.

Register a kit

I could not collect enough blood, or my sample was rejected

It happens and it does not mean you did anything wrong. Contact us and we will post you a replacement kit at no charge. Tell us your order number and roughly what went wrong, so we can send the right thing.

Ask for a replacement

How long should this be taking?

For most panels the laboratory's turnaround is typically 24 to 48 hours from when it receives your sample. Genomic testing typically takes about 14 days. The clock starts at laboratory receipt, not at purchase, because postal time is not ours to promise.

I want to cancel or get a refund

All sales are final. We do not accept returns and we do not issue refunds, and there is no cancellation window, so we cannot unwind an order once it is placed. What we do instead: if the laboratory cannot process your sample, or your kit arrives damaged, we replace the kit at no charge. And if we are the ones who cancel, for instance because the panel is not permitted in your state, you are paid back in full. A kit stays valid for one year from the date it ships, so there is no rush to collect.

Read the full policy

Something came back outside the range

Your result shows the value against its reference range, so you can see how far outside it sits. Take it to your healthcare provider. Cellubrite does not diagnose and does not prescribe, and support cannot interpret a result for you.