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FAQ

ABOUT KIT PURCHASE

How can I buy your genetic testing kits?

Click the [Online Store] in the main GeneLife URL. After selecting one of the products, you will be redirect to the corresponding page.

How long does it take to receive the kits?

Your kits will be shipped as soon as we confirm your order. It might take 1 or 2 weeks due to international shipping schedules. Also, it the kit you have ordered is out of stock, it might take some days longer for manufacturing. National holidays and natural disasters might also cause some delay.

How can I pay for the kits?

We accept payment by credit cards.

I did not receive an email confirming my order. What should I do?

There is a high probability that your server is blocking the messages. Please check your mail server settings and allow the [genelife.jp] domain to be received.
Please check if your mailing software is not automatically saving our emails in the junk box.
If you are using a mobile phone, check if your settings is not blocking emails sent from PCs. Also, check if your device settings is not blocking messages from non-authorized senders.
If the problem persists, please contact Genesis Healthcare through our [contact form].

About REGISTRATION

What is the difference between REGISTRATION and ORDER?

The ORDER service can be used for purchasing our products, independently of who is going to collect the saliva samples. The REGISTRATION service is used to link the specific PARTICIPANT to a unique ID identification number. This ID number is the key to access the genetic testing results. So, it is a MUST that the participant does the registration with the correct ID number of the saliva collection kit.
Also, further contacts will be done through your email address in the registration form.

I sent the saliva sample back to you before doing my registration. What should I do?

Do your registration as soon as possible. Your genetic testing will be stopped until we confirm your registration, and this might cause a delay in your reports.
Please note that if you have not an email address registered, we will not be able to contact you, even if you have input your email address in the ORDER form.

About LOGIN

I forgot the user name I used for registration. What should I do?

Click the [LOGIN] button on the top menu and the following [MY PAGE]. Next, click the [Forgot User Name] button in the left side and follow the instructions. The User name information will be sent to you by email.

I forgot the password I used for registration. What should I do?

Click the [LOGIN] button on the top menu and the following [MY PAGE]. Next, click the [Forgot Password] button in the left side and follow the instructions. The information will be sent to you by email.

About Changing your Personal Information

I want to change the information I have registered. What should I do?

Click the [LOGIN] button on the top menu and the following [MY PAGE]. Next, click the [CHANGE REGISTRATION INFORMATION] button and change the necessary information.

I have registered the wrong ID number. What should I do?

Click the [LOGIN] button on the top menu and the following [MY PAGE]. Next, click the [CHANGE REGISTRATION INFORMATION] button and change the necessary information.

I want to change my USER NAME. What should I do?

Click the [LOGIN] button on the top menu and the following [MY PAGE]. Next, click the [CHANGE REGISTRATION INFORMATION] button and change the necessary information.

I want to change my password. What should I do?

Click the [LOGIN] button on the top menu and the following [MY PAGE]. Next, click the [CHANGE REGISTRATION INFORMATION] button and change the necessary information.

Is it easy to collect enough amounts of saliva?

Collecting saliva is very easy, just split in the tube. However, some people might experience some difficulties. In this case, try:
Softly massage the sides of your cheeks, from the side of the ear to the chin direction
If you feel dryness inside the mouth, drink a little of water and try again

Is there any beverage I should avoid before collecting saliva?

Yes. Caffeine, polyphenols and other chemical substances might inhibit the genetic analysis. So, avoid drinking anything but water for at least two hours before saliva collection.

Can I drink coffee or tea before saliva collection?

No. Caffeine, polyphenols and other chemical substances might inhibit the genetic analysis. So, avoid drinking anything but water for at least two hours before saliva collection. If you fell some coffee remains inside your mouth, please rinse with water before saliva collection.

Should I brush my tooth before saliva collection?

Some chemical substances present in toothpaste might inhibit the genetic analysis. If you fell there are some left-overs inside your mouth, please brush without toothpaste and rinse with water before saliva collection.

Which is the best hour of the day for saliva collection?

There is no ideal hour, and saliva can be collected at any time of the day. However, we recommend leaving at least one hour after meals, and two hours after having coffee or tea.

How should I store the saliva sample after collection?

The sample must be returned to Genesis Healthcare as soon as possible. If you cannot send in the same day of the collection, please store the tube in a cool place and send within 1 week, at most.

I spilled some liquid before/after saliva collection. What should I do?

The amount and proportion of sample and storage liquid are essential for obtaining high quality results. So, we recommend you to discard the kit and contact us to obtain a new collection kit. Please check the extra shipment fee this process will cost.

About Sample Return

Do I have to send the saliva sample in the same day of the collection?

The sample must be returned to Genesis Healthcare as soon as possible. If you cannot send in the same day of the collection, please store the tube in a cool place and send within 1 week, at most.

How can I send the samples to Genesis Healthcare?

Please consult the local private companies and/or the public Post Offices that offer international delivery system. Please send by airmail, since ship transportation might take an unusual long time until delivery.

About RE-TESTING

What does RE-TESTING mean?

We have stablished check points during the analysis process, in order to guarantee the highest quality for your results. The check points include
(1)color, quantity, turbidity of the saliva sample just after delivery,
(2)proper DNA purification,
(3)proper genotyping results, and others. There is the possibility that the sample fails in any of these check points. In this case, we will contact you and ask if you want to retry. If yes, we will send you a new saliva collection kit free of charge. However, we will ask you to pay for the shipment. Also, you will have to change the ID number information in you registration.

I received a notice that I need to do a RE-TESTING. Does that mean that there is something abnormal with me?

No. Some samples does not have enough DNA, but this does not mean any sign of disease. Please follow our instructions to provide a new saliva sample.

I received a notice that I need to do a RE-TESTING. Does that mean that there is something abnormal with me?

No. We will send you a new saliva collection kit for free, but we ask you to pay for the shipment from Japan to your address and for return of the collect sample.
However, if consecutive RE-TESTINGs are need due to unappropriated collections, like too little or too much saliva, we might ask you to afford the collection kit fee.

About RESULTS

How long does it take to have my results?

Your genetic testing results are expected to be available within one month since your sample arrives the company. Please understand that it might take some days longer due to national holidays and natural disasters.

I have no knowledge about genes and genetic testing. Will I be able to understand the results?

The tests are related to [disease risk] and [traits], and your genetic tendency will be shown. For [disease risk], the results are shown as “low”, “middle” or “high” risk. For the traits, you will be able to understand the genetic tendency level to express or not these traits.

How are the results stored?

We take effective safeguards in place to make sure personal information (name, email address, etc) and genetic testing results are kept securely stored. Also, these information are stored in separate servers in order to prevent that there is no link between your personal and genetic information cannot be linked even is if a leak happens.

About the GENETIC TESTING

How do I combine the genetic testing results with the advices and results from medical and clinical tests?

The genetic testing provided by our company are not for clinical diagnosis. If you have received advices from doctors or medical related professionals, they must be considered as priority.

Does the testing results change through the lifetime?

The genetic testing provided by our company are based on DNA analysis. DNA is the genetic information you were born with and will be kept unchanged through your lifetime. So, the results will be same at any age.

Can I take the genetic testing during pregnancy? Is it safe?

Yes, there are no problems to have the genetic testing performed during pregnancy. The saliva collection procedure is completely secure if performed are instructed.

Are cancer-related genes tested?

Yes, there are genes related to the risk of developing some types of cancer in our products, but not familiar cancer.

How are the samples discarded after analysis? Do you send the DNA back to the customers?

The remaining saliva and DNA are discarded appropriately and according to the local laws, as soon as the results are obtained and confirmed.

OTHERS

I bought the genetic testing kit, but I want to give up. Can I return the kit back and have the payment?

The products can be returned if they are not opened and we receive a notice within 8 days after arrival.