FAQ

 

How does it work?

  • Step 1: Sign up and make payment online
  • Step 2: If sign up numbers are met, we let you know via email that sequencing will proceed and we ship DNA sample kits and instructions to you (we will confirm your address closer to shipping date)
  • Step 3: You provide a DNA sample and send back to us via prepaid return shipping
  • Step 4: Your DNA sample is sequenced and you receive your genomic raw data in BAM/VCF file format via secure login through our website within 6-8 weeks of your sample being sequenced
  • Step 5: We provide a directory of third party services for analysis and interpretation of raw data that you can make direct enquiries with. We do not recommend or endorse any third party services

Which country are you based in?

We are an Australian social enterprise.

Are there any Medicare rebates? (applies to Australia)

In Australia, Medicare does not cover most genetic tests, including the ones we offer, and therefore no rebates are available.

If outside of Australia, please make your own enquiries as to whether government subsidies are available in your own country for whole genome sequencing.

Which countries do you service?
We ship to all countries except:
Afghanistan, Angola, Belarus, Botswana, Burkina Faso, Burundi, Cameroon, Central African Republic, Chad, Congo, Republic of the Cote d'Ivoire, Cuba, Egypt, Gabon, The Gambia, Ghana, Iran, Iraq, Kenya, North Korea, Lesotho,  Liberia, Libya, Malawi, Mali, Mauritania, Myanmar, Niger, Nigeria, Occupied Palestinian Territory, Rwanda, Sierra Leone, Somalia, Sudan, Swaziland, Syria, Togo, Uganda, Zaire (Democratic Republic of Congo), Zambia and Zimbabwe.
 
How much does shipping cost?

Flat rate worldwide: $35 AUD

What is your policy regarding customs and taxes?
Please check before ordering whether the product can be lawfully imported to your country. Unfortunately we are unable to cover taxes, duties, brokerage, or delivery fees that may arise with international shipments.

What are your operating hours?
You can sign up for whole genome sequencing 24/7 through our website.
Our customer service hours are Monday to Friday 9am to 9pm AEST. Your questions and messages are important to us and we will endeavour to get back to you within 4 hours within business hours.


What currency are your prices displayed in?
All prices are displayed in AUD.

What payment options do you offer?
We accept Visa, MasterCard, and American Express.
 
When is my credit card charged?
Your credit card is charged at the time of signing up.
 
Are my payments secured?
Yes SSL encryption is used to ensure your credit card information remains secure. We do not store your credit card information.