What does it mean if my sample(s) are Rejected or Failed?

The most common reason sample(s) are rejected is because they fail inspection when received by the lab. 

Typical reasons a sample is rejected include: 

• A sample collection tube that is not properly tightened and leaks; 
• The urine sample was not frozen for two (2) hours after collection; or 
• A sample collection tube that is overfilled with stool or urine. "More collected sample is not better" because vivaLAB's testing facilities only needs the required amount of sample to properly sequence samples (e.g., a "pea sized" stool sample in the collection tube). 

If your sample(s) are rejected, vivaLAB will need new sample(s) from you. You will receive an email with instructions on how to order a replacement test kit to collect new sample(s) if needed. The replacement test kit is complimentary (no fee).  In the email, will be a link that directs you to a page to confirm your shipping address. Please be sure to request your replacement test kit within 30 days of the email because the link expires after that time. 

If your test sample(s) are rejected or fail: 

1. Look for a notification in your vivaLAB account and an email; 
2. The email will have the subject line: Important update about your sample at our lab. If you do not see the email, check your "spam" folder. Or, if you feel you did not receive the email, please contact customer service for assistance. 
3. Enter your shipping address by following the steps in the email (the link in the email expires 30 days after it is sent); 
4. After entering your shipping address and confirming, you will receive a separate email with a shipment tracking number; 
5. When your replacement test kit arrives, collect new sample(s) and complete the lifestyle survey with any changes (it will be pre-populated)
6. Mail your replacement sample(s) to vivaLAB's test facility for processing.