Client support

If you are a current Bio-Gene DNA client and have a question, please complete the support ticket below and provide as much detailed information as possible. Due to privacy and confidentiality regarding your case, we respond via email 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 you case. Your privacy is important to us!

Our company policy prohibits the release of test results over the phone. They can only be delivered electronically.

Bio-Gene DNA Customer 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 Case Number*
Email provided on the order form*

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.
Name
First Last
I have a question about:*
- Status of case/arrival of DNA samples
- Due date/time for results to be posted
- Client page questions/login assistance
- Understanding my results
- Other/additional questions
Before continuing this support ticket, please note the following information concerning samples/status of DNA testing:

We understand that you are anxious to obtain the test results. Processing your DNA samples in a short time frame with accurate results is something we strive for every day.

Our staff does not have access to the status of your test or results. This information is provided directly by the lab.

You will receive an email notice that your account has been updated once all the samples have arrived. We cannot check to see if individual samples have arrived as hundreds of samples are delivered daily. If your client page has not been updated the lab has not received all samples yet.

If you returned your sample using a prepaid return envelope in the Bio-Gene DNA Collection Kit, it may take the USPS 5-7 business days to return the samples to us via First Class mail. Please note that while Bio-Gene DNA does provide a pre-paid return mailer, it is your responsibility to ensure that all samples arrive at the address provided for testing.

If you returned all samples at the same time and shipped to Bio-Gene DNA via a carrier that provides a tracking number, please provide the following information to allow us to research your case:

1. Date arrived at Bio-Gene DNA and the tracking number that shows date and time

2. Names of those being tested

3. Type of DNA test being performed

Samples are not logged and testing cannot begin until ALL samples have arrived.

Our lab is not open on weekends or holiday. In most cases, once all samples have arrived at the lab, the results are available in 2-5 business days (depending on the test being performed).

Notifications that updates are ready to view are emailed once a day by 8 PM PST (11 PM EST). Notification is only emailed to the email address provided at the time of the order.

We do not release status updates or results over the phone under any circumstances.
Before continuing this support ticket, please note the following information concerning the time frame for delivery of results:

Results are posted once per day, by 8:00 PM PST, for those reports the lab releases to us. They can be viewed on your client page and you will receive an email notification when they are posted.

In almost all cases the results are able to be completed by the lab on or before the due date posted. In uncommon situations, extended testing may be necessary. This is also mentioned in our Terms and Conditions of testing.

While delays do not happen often, they can cause a new delivery date of 24-48 hours from the original date, Monday through Friday, excluding holidays.

The lab will not release results until they are satisfied that every effort has been made to deliver a result that is accurate based on the samples submitted.
Before continuing this support ticket, please note the following information concerning client login or client page issues:

Our staff cannot provide you with either the email address or password that was provided on the order form. This is due to privacy and security reasons. It is the responsiblity of the ordering party to remember these.

You may change your password on the login page if you wish. The new password will be sent to the email address provided. If an email address is added that was not on the order form, then you will not be able to proceed.

Here are the directions on how to login.

1. Go to: Click on LOGIN here

2. Type in your username which is your email address

3. Type in the password you were provided in the email you received setting up your account. If you are unable to log in with that password you may reset the password using the link on the page.

4. Double click on the case number near the bottom of the page once you have logged in and are taken to your client dashboard.

5. Click on the link to view your case information.

Tracking numbers, case updates, and results are all posted on this client page. We do not provide this information over the phone for privacy reasons. We do not mail results unless that specific service is requested and ordered.
Before continuing this support ticket, please note the following information concerning understanding your results:

Results are only discussed by email correspondance with the ordering party.

We provide a guide to understanding your results on your login page. Please review this information prior to writing.

A summary of your results is posted on your client page when results are uploaded. This explains the finding of the testing in most cases. It will indicate if there is a biological relationship or not. This will be the same information you will receive via email.

The markers that are tested are for relationship verification only. They do not correspond to genetic traits such as hair color, eye color, height, or genetic presdisposition to disease.

In a very small percentage of cases (less that 1%), the results may show a percentage of relatedness that is not conclusive. In these cases it is suggested that an additional family member be added to testing. In these cases you will need to resubmit samples and order a new test, unless the testing was a legal test with a chain of custody with proof of identity for all parties.
Please provide as must detail about your question as possible:
Our support team makes every effort to respond to support emails within 24 hours, during regular business hours (Mon-Friday, 8:00 AM to 5:00 PM PST, closed Saturday, Sunday, and all national/state holidays).
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Paternity Order

Client support

Bio-Gene DNA Customer Support Ticket