How do I request another collection kit?

Kit not received: At-home collection kits are sent to the address on file in your online health account or patient portal (such as MyChart). To track your package, refer to the USPS tracking information located in your shipping confirmation email. If you haven’t received your kit within 10 days of shipment, verify the address is correct. If the address is incorrect, please contact the study team for assistance. You can find their contact information by clicking 'Partner Page' next to your health system’s logo here.

Expired kit: Each collection kit has an expiration date located on the tube. If your kit has expired, you will need to collect another sample as your current sample will not be able to complete sequencing. Please contact Customer Support for assistance by filling out this form or calling (844) 211-2070. Our hours are Monday to Friday, 6:00 AM – 6:00 PM Pacific.

Damaged kit: If your kit arrives damaged and you are unable to collect your sample, email a photo of the kit to support@helix.com for assistance.