What happens if there's an issue with my kit or my sequencing?
While most kits and sequencing runs complete without incident, occasionally issues may arise. If there is an issue with your collection kit, such as loss in transit or insufficient DNA for quality control, Sequencing will notify you by email and send a free replacement kit. The turnaround clock resets when the lab receives the new kit.
If a problem occurs during sequencing, the lab may need to restart your sequencing process. There are multiple quality control checkpoints, from early processing to later data validation. If your sample does not pass these checks, the genome will be resequenced at no additional cost. In most cases, the lab can resequence using the DNA already extracted. If that is not possible, Sequencing will send a free replacement kit.
Frequently Asked Questions
What happens if my kit is lost or fails quality control?
Sequencing will send a free replacement kit and your turnaround time restarts once the lab receives it.
What if sequencing fails quality control checkpoints?
The lab may need to restart or reprocess your sequencing. If necessary, a replacement kit will be sent. There is no charge for resequencing.
Will resequencing delay my results?
Yes. Resequencing can delay your results by up to eight weeks, depending on how much of the genome needs to be reprocessed.
Will I be contacted if there is an issue with my kit?
Yes. If there is an issue with your kit, Sequencing’s Customer Success team will reach out to you within 48 hours to provide an update and next steps.
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