There are various reasons as to why you may need a new vial of preservation solution or a new specimen container.
👉 Your vial has expired before you were able to collect your sample.
👉 You used both items to collect your sample and were unable to ship your kit back the same day.
👉 Your sample was collected on a day where either Fellow and/or UPS was inoperable/closed for business, and weren’t able to ship back your kit the same day.
👉Your vial has leaked/spilt and all the preservation solution is no longer contained in your vial.
👉You notice there is an issue/defect with your collection container.
If your vial has expired, use the "Request a Replacement" button in your Fellow Portal
If your vial has expired, you'll want to request for a new one to be sent to you by clicking the "Request a Replacement" button on the home screen of your portal. See this article here on a step-by-step of how to do this!
If your vial has not expired, start a chat with us in your Fellow Portal
To request a new vial and/or a collection container to be sent to you, you will need to log into your portal to start a chat with us, in order to submit a quick online Replacement Component Form. Please have your kit in hand when completing this form, as it will ask you for information that can only be found within your kit box!
Shipping Your Replacement Vial/Container 🚚
Once you’ve filled either of these forms out, it will be shared with our Fulfillment Team and they'll start working on your request. You'll should also receive an email from notifications@meetfellow.com with tracking information within 1-2 business days.
Need More Support? 🤔
Have more questions? Log into your Fellow portal and start a chat with us! Once you're in, click on the golden chat bubble on the bottom right-hand corner of your homepage to start a chat.