Help Center
Frequently Asked Questions
Everything you need to know about our testing process, sample submission, and results.
Testing
Standard turnaround is 5-7 business days from sample receipt. Rush processing (2-3 days) is available for an additional fee. You can track your order status in real-time via your dashboard.
Shipping
Yes, we ship collection kits to most countries in Southeast Asia. International shipping fees apply. Contact us for pricing to your specific location.
Results
Results are available in your portal dashboard. Each result includes a plain-language summary, detailed technical data, and a downloadable PDF report. Contact us if you need help interpreting results.
Ordering
Place an order online, collect your sample following our submission guide, and ship it to our lab address. Include your order number on the package.
We accept shed skin, oral swabs, blood samples, and tissue biopsies. The accepted sample type depends on the specific test — check the test description when placing your order.
Yes! You can add multiple samples to a single order. Each sample requires a unique animal identifier. Volume discounts are automatically applied based on your membership tier.
Payment
We accept credit/debit cards (Visa, Mastercard), PromptPay, and bank transfers. All payments are processed securely through Omise.
If a sample is unusable due to our handling, we offer a free re-test or full refund. Samples that arrive degraded due to improper shipping by the customer may yield inconclusive results — we recommend following our submission guide carefully.