We're a small team. You'll get a human.
No ticket queue, no bot, no "your call is important to us". Usually same day.
Before you write
Where's my kit?
Every kit ships with tracking, and we email you the moment it moves. If it's been more than a week since the shipping email, write to us and we'll chase the carrier ourselves — you shouldn't have to.
How do I activate the kit I got?
There's a barcode on the tube. Go to the activate page, type it in, and tell us whose sample it is. That last part matters — it's how we know whose genome we're reading.
Can you delete my data?
Yes, all of it, whenever you ask, and we don't make you explain why. That includes the raw sequence, not just the reports. We're a Public Benefit Corporation and our charter binds us to this — it isn't a policy we can quietly change later.