Opening your email expecting your DNA test results only to find a message stating “Insufficient or failed sample” can be quite a shock.
However, before you feel discouraged, we want to tell you something important: it isn’t your fault, it’s biology, and in this post, we explain why this happens.
Why has my DNA test failed?
Although the saliva collection process seems straightforward, the laboratory works with microscopic amounts of genetic material. A sample failing quality control is more common than you might think and is usually due to biological factors, rather than an error in how you followed the instructions. These are the main causes:
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Low DNA concentration: Not everyone sheds the same amount of epithelial cells in their saliva. Sometimes, there simply isn't enough "raw material" for our machines to read your genetic code with the precision we require.
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External interference: Traces of food, coffee, toothpaste, or even having smoked just before the test can degrade the DNA quality or inhibit the chemical reactions needed in the lab.
At tellmeGen, we maintain extremely high quality standards. If we cannot guarantee a 100% reliable result, we prefer to request a new sample rather than provide you with inaccurate information.
Our guarantee policy: Your peace of mind comes first
At tellmeGen, we have a clear protocol so that, whatever happens, you receive a fair solution. If you have received the "insufficient sample" email, we offer two options to choose from:
1. Free replacement
We want you to achieve your goal of knowing your DNA. Therefore, we offer a completely free replacement test. This option includes:
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A new sample collection kit sent to your home.
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A new DNA extraction process in our laboratory.
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A full analysis using our state-of-the-art technology.
How to request it? Simply write to us at info@tellmegen.com stating your postal address and a contact telephone number. We will take care of the rest!
2. Refund option
If you prefer not to repeat the process, you can request a refund. In this case, we will issue the refund minus £50 (or the equivalent in your currency) to cover management, shipping, and laboratory material costs already incurred. You just need to reply to our email with your order number.
You have a 3-month period from the time you receive the notification to inform us of your decision (replacement or refund). It is vital that you contact us within this timeframe so we can manage your case, as after this period, the sample will be considered void and we will not be able to provide free assistance.
Tips to make your second attempt a success
To ensure everything goes smoothly this time, we recommend these three key steps:
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The ideal time: Take the sample in the morning, right after you wake up. This is usually when the concentration of cells in the mouth is highest.
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The 60-minute rule: Ensure you do not eat, drink, smoke, chew gum, or brush your teeth in the hour prior to collection. Only pure saliva.
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Massage your cheeks: Before depositing saliva into the tube or using the swabs, gently press and rub your cheeks against your teeth from the outside. This helps to release the cells that contain your DNA.
A failed sample is just a small bump in the road to discovering your genetic map. At tellmeGen, we are committed to supporting you until you have your results on your screen, with maximum security and at no extra cost.
Any doubts about your specific case? Do not hesitate to write to us at info@tellmegen.com or check our dedicated section, where you will find answers to: Why has my sample failed?, what should I do in that case?, or if I have received a bone marrow transplant, could this affect my test results?
Your DNA has a lot to tell you, and we are here to listen to it with you!
