We know this isn't ideal, but there are cases when our Lab cannot process a sample. Examples of this include bacterial blooms, sample volume, or delays during shipping. When this happens, you will receive an email from us (sent from notifications@meetfellow.com) with an explanation about why the sample was rejected and no results could be provided. This email will also advise on next steps for receiving a complimentary replacement kit.
To avoid sample rejection, please ensure you plan out your sample collection ahead of time, and follow the directions on your kit instructions exactly.
Want to learn more about this and how to prevent it from happening again? See the steps below 👇
Log into your Fellow portal and click the golden chat bubble, located at the bottom right corner of your screen.
Start a chat
Select the "I was notified that I'm getting a replacement kit" option
Select "Why couldn't the lab analyze my sample?"
You should now see a list of options, where you can select the specific reason provided in your email from us, to learn more!
When requesting support, have these details ready: your email address, shipping address, type of test, date of sample collection, and UPS tracking number (if applicable).