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Kits are fulfilled within 48 business hours of order placement. Your kit will be shipped USPS First Class Mail, so once it has left our fulfillment center, it should arrive within 1-5 days.
If your kit does not have all of the materials laid out in the collection instructions provided, please reach out to support@poweredbyash.com for assistance. We will send replacement items to you at no cost!
As soon as you receive your kit, start by registering it at dame.ashwellness.io (a link to this will be provided in your testing kit.) This portal is the home to all things at-home testing. It will walk you through the step by step process, including instructional videos for sample collection, and provide status updates, including your final results. You will also receive written instructions in your testing kit walking through the sample collection and return process.
Once you have collected your samples using the instructions provided, be sure to send it back to the lab ASAP. Samples have a stability window and the longer you wait to return your kit, the more likely the lab will not be able to process it. Your kit will come with a polymailer and prepaid return label, so all you have to do is seal it up and drop it off at your nearest USPS location!
Do not panic - mistakes happen!
If you are worried that you collected your sample incorrectly or used the wrong materials to collect your sample, please first review the written instructions or instructional videos in your portal account to confirm.
If you have in fact made a mistake, do not attempt to recollect the sample. Adding new specimen to an already collected sample will invalidate the sample, and the lab will not be able to process results. Instead, reach out to support@poweredbyash.com to coordinate a replacement kit.
Be sure to return your kit as soon as possible after collecting your samples. Samples have a stability window and the longer you wait to return your kit, the more likely the lab will not be able to process it.
Once you are ready to return your kit, follow the below instructions:
1. Place your completed samples inside the biohazard bag in accordance with the instructions provided.
2. Place your bagged sample into the box your kit originally arrived in and tuck the flaps at the front of the lid into the sides to secure it.
3. Place your filled box into the polymailer bag provided. The polymailer will have a return shipping label pre-adhered.
4. Bring your test kit to your nearest USPS drop-off and you are all set!
Prior to using it, most self-collection kits are usable up to 1 year from time of purchase.
Once you have collected your sample, the lab must process it within 30 days of collection. This is meant to ensure the stability and integrity of the sample. If a sample exceeds the 30-day limit after collection, or if it is deemed compromised by other means, the lab will reject the sample. To be safe, we recommend returning your kit as soon as possible after collecting your sample.
Once your kit has arrived at the lab, you should have results within 3-5 business days, but it can take up to 7 business days in some cases. You will receive an email notification once your kit has successfully arrived at the lab and again when your results are ready.
When your results are ready, they will populate in your patient portal account in the "Your Kits" section by clicking the "View Results" button. The email notifying you that results are ready will also include a link to the portal for easy access.
If your Kit status states "Results Pending", then your kit is either in route to the lab or is being processed by the lab. You will also receive an email alert directing you to this site when the results are ready.
If you receive an abnormal or potentially critical result, a provider will call you at the number provided in your account set up to discuss your results and review next steps.
If you have any questions about your results, please reach out to support@poweredbyash.com for assistance.
Test kits cannot be returned or exchanged due to chain of custom requirements for human specimen collection. If a new kit is required due to missing/damaged materials or shipping issues, the customer should request a new kit, free of charge, by emailing support@poweredbyash.com and discard any unused materials. Ash does not offer refunds if customers do not wish to complete their test kits.
Kits that cannot be delivered to the address provided will be returned to the warehouse and discarded. An Ash representative will reach out to coordinate a replacement order as needed.
Patient Helpdesk
M-F 8AM-6PM ET