Frequently Asked Questions
You’ve got questions? We’ve got answers!
Account Creation/Kit Registration/Shipping
Why do I need to set up an account with ADx Health?
Setting up an ADx Health account allows you to register your kit(s) and have access to the Customer Portal to view your results and get important updates about your test(s).
Where do I go to set up an ADx Health account?
Click on the “Register Your Kit” link in the upper right corner of the ADx website homepage at www.adxhealth.com. At the bottom of the Log In screen you’ll see “Don’t have an account, click here to sign up”. OR you can go directly to https://happ3pp.mindcreek.us/#/signupSingle.
Do I need to set up an account for each individual submitting a test sample?
Yes, this is the way we ensure that every individual completes a test questionnaire for their sample and gets their specific results.
I'm having trouble setting up an account. Who should I contact?
Please contact Customer Support.
I've forgotten the password for my account. What should I do?
Happens to all of us! Please use the “Forgot password” button on the log in screen to receive an email with a link to reset your password. If we recognize your email, you’ll see a “Recovery email successfully sent” message in the “Reset password” screen. If you’re still having difficulty, please contact Customer Support.
Why do I need to register my kit?
We can’t provide you with results without being able to associate your unique barcoded sample with your personal information and your test questionnaire. If you forget to register your kit, we’ll send you a quick reminder email!
Where do I go to register my kit?
Where can I find the barcode for my kit?
Your unique barcode is located in 3 different places: 1) On the outside of your kit. 2) On the sample collection tube in your kit. 3). On your “Contact Card” in the kit. Your barcode begins with “ADX” and is followed by 12 digits. For example: ADX-111-222-333-444. You’ll also be asked to provide your Sample Collection Date with a REMINDER you should print your initials and birthdate on the collection tube.
Why do I need to complete a health questionnaire?
The information you share in your questionnaire helps us assess your overall health and factors that could influence your results and our recommendations.
What if I forgot to register my kit before sending my sample?
We all get distracted and busy! We’ll reach out to you on email to ask you to complete your registration.
Will you let me know that my kit has been successfully registered?
Yes! You’ll receive an email from us letting you know your kit(s) have been successfully registered.
I lost my return shipping label. What should I do?
You can either request a new shipping label through Customer Support or you can ship via USPS to: Avero Diagnostics, 3560 Meridian Street #101, Bellingham, WA 98225
Will you let me know that my sample arrived at your lab?
Yes! We’ll email you when your sample has arrived and when testing has begun.
Do you offer promo codes or discounts for any tests? If you do, where can I find one?
Yes, please visit our website and subscribe to our newsletter to receive notifications for special offers, discounts and promotions.
Where do I go to purchase a test(s)?
You can purchase tests directly on the ADx Health website homepage at www.adxhealth.com OR you can purchase a test on each product page on the website.
Can I purchase a kit for someone else?
Hey, that’s great you want to encourage others to learn more about their health and how to optimize their wellness! We’re happy to ship a kit to any address you indicate unless it’s New York (we cannot perform testing for NY residents), but you will need to have that individual create their own account in the ADx Health Customer Portal, register their kit and complete a questionnaire.
What should I do if I ate, drank or brushed my teeth 45 minutes before providing my saliva sample?
Please contact Customer Support and we’ll send you a new kit.
What should I do if there's a food particle in my sample or something other than saliva?
Please contact Customer Support and we’ll send you a new kit.
How can I tell if I've provided enough saliva?
Look at your barcoded tube and find either the 2.0 ml mark on the barcode label or the tube itself and fill to the mark not including any bubbles.
What happens if I haven't provided enough saliva?
We’ll still try to use the sample you provided for testing, but we will send an email letting you know if we had to cancel your test. If we do cancel your test for insufficient sample reasons, we’ll send you another kit at no charge to you.
I forgot to write my name and/or DOB on my sample tube. What happens?
That’s when we’ll use your Contact Card to verify your identity and ensure we’re delivering results to the right person.
How long should it take to get my results?
Your results should be available within 10-15 days of receipt in our laboratory. A delay in your results may be due to issues with shipping services like inclement weather or other disruptions in service.
My test was cancelled. Why would this happen?
Along with an email notice of cancellation, you should have received additional instructions to contact Customer Support, as you may have not provided a sufficient volume of sample or your sample couldn’t be tested for other technical reasons. Customer Support will be happy to send you a new kit for testing at no charge.
Will you let me know when my results are ready?
Yes! You’ll receive an email letting you know that your results are in the Customer Portal.
Where can I see my results?
Your results will be available through your account in the ADx Health Customer Portal. You’ll also be able to schedule a free 15 minute telehealth consult through your account in the Portal as well.
How do I print my results?
You can download and print your results from the Customer Portal.
What happens if there’s new information or evidence around one of the SNPs in my test?
To ensure that all of our tests stay up-to-date, ADx Health continually looks at new evidence-based research to determine what changes should be made to the information or results we provide. By simply reprinting your report, it will automatically update with the most current data and evidence available for that SNP.
What if you add new genes or SNPs to a test? How will you let me know and can I be retested?
You’ll be notified of the change to the test and we’ll be happy to provide you with a new kit at a discounted price to rerun the test. Please contact Customer Support.
What do you do with my sample once you've completed testing?
We’ll store your sample for a period of one year to collect data and/or run additional tests for research, clinical trial eligibility, quality improvements and test enhancements unless you chose to not to allow us to do so. If you DO NOT wish to have your sample stored, you can email our Privacy Officer at email@example.com for exclusion and your sample will be destroyed after 2 weeks as per retention compliance with applicable legal obligations, including the federal Clinical Laboratory Improvement Amendments of 1988 (CLIA), California Business and Professions Code Section 1265 and College of American Pathologists (CAP) accreditation requirements. Your genetic Information, date of birth, and sex will also be stored.
Will you sell my sample?
No, ADx Health will not sell your sample.
Will ADx Health share or sell my genetic data?
ADx Health may share or sell your de-identified data to the likes of pharmaceutical and biotechnology companies, academic institutions or nonprofit organizations. ADx Health will NOT voluntarily share or sell your data with public databases, insurance companies or employers, or law enforcement or regulatory authorities. If you DO NOT wish to participate in data sharing or research, you can email our Privacy Officer at firstname.lastname@example.org for exclusion.
What if I agree to share my data but want to opt out or be excluded later?
You can contact email@example.com and request to no longer participate in data sharing or research.
Can I have my genetic data deleted from your database?
Yes, ADx Health will delete your data after retention compliance with applicable legal obligations, including the federal Clinical Laboratory Improvement Amendments of 1988 (CLIA), California Business and Professions Code Section 1265 and College of American Pathologists (CAP) accreditation requirements.
Can I have my account deleted from the Customer Portal?
Yes, your account can be deleted by contacting Customer Support.
How do you safeguard my genetic data and personal information?
We make every effort to provide the highest level of security and protection for your data and personal health information (PHI). We have instituted physical, technical and administrative procedures to prevent unauthorized access to or disclosure of your personal information. We restrict who can have access to your data and regularly review our procedures to ensure the integrity of our systems and practices.
Please go to https://adxhealth.com/privacy-statement/
Yes, the ADx Health website will provide notification of a policy change at www.adxhealth.com
Where can I find full information on your HIPAA Notice of Privacy Practices?
Who can benefit from taking a GenoRisk test?
Anyone over the age of 18 who is interested learning their genetic risk for the most common type of Alzheimer’s Disease.