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 -
If your vial has expired, you should be able to request a new one in your Fellow portal. You'll can request 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!
Note: If you've already registered your kit prior to your vial expiring, you likely won't see a way to request a replacement in your portal.
After you have requested a new vial through your portal and this has been approved, our Fulfillment Team will start working on your request. You'll should also receive an email from notifications@meetfellow.com with tracking information within 1-2 business days.
Shipping times may vary slightly depending on your location. Replacement items typically ship out within 1-2 business days after we receive your request, and you can expect them to arrive a few business days after being shipped based on your location.
If your vial has not expired -
If your vial hasn’t expired and you need a replacement vial or container, our Customer Success team can help! If you're not already chatting with us, you can start a live support conversation through your Fellow portal or by emailing support@meetfellow.com.