We know this isn't ideal, but there are cases when our Lab cannot process a sample. 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.
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!