Last Updated: 16.09.2025

1. Kit Delivery to Customer
  • Ordering: Your test kit will be delivered directly to your preferred address.
  • Delivery Time: After your order is placed, your kit will be dispatched within [e.g., 24-48 hours]. Delivery time will vary based on your location. We will provide a tracking number so you can monitor your shipment.
  • Shipping Partners: We partner with reputable logistics companies to ensure timely and safe delivery of your kit.
2. At-Home Sample Collection
  • Instructions: Each kit includes clear, step-by-step instructions for sample collection (e.g., saliva, stool, swab). It is crucial that you follow these instructions precisely to ensure the sample quality is not compromised.
  • Sample Integrity: Please handle the kit and your sample with care. Do not refrigerate the kit or the sample. Keep all components at room temperature as specified in the instructions.
3. Sample Return to Our Lab
  • Sample Pick-up: Once you have collected your sample, please contact us at info@genesupport.com or call our customer service number +91 7028931891. We will arrange for a free sample pick-up from your preferred location through our logistics partners.
  • Alternative Return Methods: If a pick-up is not feasible, you may also send the kit directly to our lab using a local post or your preferred courier service. The necessary courier declaration forms will be included in your kit.
  • Unique ID: To ensure your privacy, once the sample is received at our lab, it will be assigned a unique ID and de-identified before analysis. This ensures your personal information is not directly linked to your sample during the testing process.
4. Turnaround Time (TAT)
  • Delivery of Kit: 2-5 business days
  • Sample Pick-up: within 1-2 business days of you notifying us.
  • Report Generation: Your digital report will be available on your secure online portal within 3-5 weeks from the date your sample is received at our lab and depending upon the kit ordered for.
5. Return Policy and Failed Samples
  • Refunds: Our refund policy is outlined in our Terms and Conditions. Please note that a portion of the fee may be non-refundable if the test kit has been delivered and the sample has been processed by our lab.
  • Failed Samples: In the rare event that your sample fails our quality check due to improper collection or handling, we will offer you a resample kit. An additional fee may apply for resampling.

For any questions regarding your shipment, please contact our customer support team.