Will patients be notified when their test kit is shipped out?
An “order-fulfilled” notification with tracking links will be shared over the API once the test kit is shipped out. This includes tracking to the patient’s home (outbound) as well as tracking back to the lab (inbound). You can also opt to receive and share notification when the kit arrives to the patient and when it is back in transit to the lab.
How long will it take for the kit to arrive?
Orders are fulfilled within 1-2 business days depending on the time of order placement. All test kits ship out USPS Ground Advantage by default, which typically delivers in 2-5 business days, depending on the shipping zone.
Can a patient return their kit if they do not wish to complete it?
No, due to chain of custody requirements for human specimen collection and transport, kits cannot be returned or reused once they have been shipped out. If a kit is returned to the fulfillment center, it will be discarded and a replacement kit will need to be ordered, if the patient wishes to continue with their at-home testing.
How do patients know where their kits are? What if a kit gets lost?
Client teams will have access to all inbound and outbound tracking links for patient kits. If tracking links at any point appear to not be updating or have stalled, clients can reach out to clientsuccess@poweredbyash.com to facilitate a free replacement kit.