If a sample is collected incorrectly, the laboratory will typically flag it as "unviable" or "failed." This usually happens for three main reasons:
Contamination: If the stool sample touched toilet water, urine, or menstrual blood, the DNA profile will be compromised, and the lab cannot provide an accurate report.
Sample Stability (Timing): If the sample was collected on the wrong day (e.g., a Friday) or sat in a post box over a weekend, the bacteria may have shifted or degraded before reaching the lab.
Volume Issues: If the swab was either "under-loaded" (not enough material) or "over-loaded" (too much material for the preservative liquid to stabilise), the sequencing process may fail.
What Should I Do if I Made a Mistake?
If you realised you made a mistake after you already mailed the kit, or if you know you cannot meet the strict 1:00 PM postage window:
1. Notify the Care Team Immediately
Contact us via SMS or Email as soon as possible. Do not wait for the lab to fail the test (which can take 2–3 weeks). If we know early, we can often intercept the process.
2. Request a Replacement Kit
If a sample is truly unviable, we will need to send you a new collection kit.
3. Do Not Attempt to "Fix" the Current Sample
If you have accidentally contaminated a sample or missed the postage window, do not send it anyway. It is better to wait for a fresh kit than to wait four weeks for a failed result or, worse, an inaccurate report.
Tips to Avoid a "Failed" Sample
Double-Check the Day: Only collect on a Monday or Tuesday.
Use the Hanger/Catcher: Ensure the stool does not touch the toilet water or porcelain.
The "Goldilocks" Amount: Aim for a thin, even layer on the swab. It should be visibly coated, but the swab should not be "clumpy" or dripping.
Hand it Over: Always hand the Express Post bag to a staff member at the Australia Post counter to ensure it is scanned into the system immediately.
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