We will be closed on April 2 – April 4, 2021 for the Easter holiday to allow our staff to spend time with their families.

USPS ALERT:  DUE TO LIMITED TRANSPORTATION AVAILABILITY AS A RESULT OF NATIONWIDE COVID-19 IMPACTS, PACKAGE DELIVERY TIMES MAY BE EXTENDED. 

Our company policy prohibits the release of any case information or discussion of test results over the phone.

Please note: Our goal is to answer every support ticket within 24 hours, during regular business hours. 

If you are a Journey Genetic Testing client (have ordered your test in the last 90 days or have received results in the last 30 days),  and have a question, please complete the Support Form on this page and provide as much detailed information as possible. Telephone calls for support issues to our staff will result in a referral for you to complete a support ticket for questions concerning an open and existing case.

Due to privacy and confidentiality regarding your case, we respond via email only to the person ordering the DNA test (the email included on the support form must match the email provided at the time of the order). We do this to help eliminate unauthorized persons from obtaining information concerning your case. Your privacy is important to us!

Journey Genetic Testing Support Ticket

This request form is for the use of existing clients with a case pending. You will need to have your case number or sample ID number available. We are only able to correspond with the ordering party to ensure privacy. Thank you for your understanding and assistance in this.
  • Bio-Gene DNA will make every effort to answer your support ticket within 24 hours of submission, Monday through Friday. Support is not not available weekends or holidays. Thank you for your patience and understanding as we work together to help you learn the truth through science and technology.

  • If you do not have your case number please use the email address provided on the order form. You will be asked to include this email address again below if you do not have a case number.
  • We will not discuss any pending or closed cased with anyone other than the authorized party who placed the order. This is a security and privacy issue. If you are not the ordering party, please check directly with them for information on your case.
  • Our support team makes every effort to respond to support emails within 24 hours, during regular business hours (Mon-Friday, 9:00 AM to 3:00 PM PST). We are closed Saturday, Sunday, and all national/state holidays.
  • You may upload any required documents that may have been requested on your case here.
  • This field is for validation purposes and should be left unchanged.