Orders FAQ

Shipping

We ship to all US territories (American Samoa, Guam, Northern Mariana Islands, Puerto Rico, United States, Virgin Islands, U.S.) and most countries.

The availability of our products depends on various issues, such as transportation ease, local laws about epigenetic testing, and sample transportation.

TruDiagnostic orders typically ship 1-2 business days from the time of purchase. Your TruDiagnostic order will include prepaid return shipping supplies for each kit in your order as well. 

If your order does not arrive within the estimated timeframe, please allow an additional 2 business days before contacting Customer Support. Additionally, check with anyone who may have accepted your delivery, like other household members, neighbors, or someone who accepts mail for your building.

We use the United Parcel Service (UPS) to verify shipping locations.

Sometimes a valid address cannot be verified at our store because it isn’t yet listed in the UPS system. If you are certain that your shipping address is correct, feel free to proceed with your order.

TruDiagnostic orders typically ship within 1-2 business days from the time of purchase.

When your order ships, you will receive an email with your tracking number.

Depending on the carrier, it can take 24-48 hours for your tracking information to update on the carrier’s site.

If your order does not arrive within the estimated time frame, please allow an additional 2 business days before contacting Customer Support.

Additionally, check with anyone who may have accepted your delivery, like other household members, neighbors, or someone who accepts mail for your building.

Shipping to multiple addresses in one order is not currently supported by the TruDiagnostic online store.

Please check your online portal, which will show the current status of your sample in our lab – starting with if we’ve received it or not. 

After your sample arrives at our lab, you will receive email updates along the way as your sample progresses through the different stages of testing. 

You can also check what stage your sample is in, by logging into your portal account. 

My Account

Enter your username here, to begin the password reset process. 

In order to register your kit, you will need to either create a new account or log in to an existing TruDiagnostic account. Keep in mind that an account is not automatically created when an order is placed.

When a sample arrives at our lab, it is stripped of all identifying information before processing and analysis begins. During the testing process, it is tracked only through the barcode on the biohazard bag that it arrived in. 

By registering your sample, you are claiming that barcode, and will be able to access the results of that sample’s testing. 

Also, our lab doesn’t test unregistered samples. 

Your 16-alphanumeric code is printed directly inside your TruAge kit, on the biohazard bag.

Enter the barcode’s numbers when prompted during the registration process. You can enter your barcode number either with or without the spaces.

In the event that you mailed your kit back before completing registration, you will be able to register your collection tube once it arrives at the lab.

When an unregistered sample is received at the lab, you will be sent an email containing your unique barcode at the email address used to place your order.

Sample processing will not begin until registration is completed.

Your sample will not be processed until registration is complete.

When your unregistered sample is received at the lab, an email titled “Action Required” will be sent to the email address provided when the order was placed. This email will contain your sample’s barcode, which you can use to register online. In order to register, you will need to either create a new account or log in to an existing TruDiagnostic account. Keep in mind that an account is not automatically created when an order is placed.

Your sample will not be processed until registration is complete.

When your unregistered sample is received at the lab, an email titled “Action Required” will be sent to the email address provided when the order was placed. This email will contain your sample’s barcode, which you can use to register online. In order to register, you will need to either create a new account or log in to an existing TruDiagnostic account.

Keep in mind that an account is not automatically created when an order is placed.

Purchases & Returns

Our online store accepts the following credit and debit cards:

Visa
Master Card
American Express
Discover
PayPal
PayPal Credit
Pre-paid credit or giftCards from Visa, MasterCard, or American Express

When purchasing through the TruDiagnostic online store, it is important to remember that only one payment source can be used per order; the entire amount of your purchase must be covered by a single card or PayPal account. Additionally, the billing address you provide in the cart must match the address associated with your purchasing card.

After an order is placed, it is not possible to update order details such as the number of kits or the shipping information; if your order has not yet been fulfilled, you can cancel your order by calling or emailing us directly. 

If you need to have your order shipped to an alternate address, please contact us from the email address used to place the order and we can assist you with shipping a replacement order.

Email support@trudiagnostic.com or call (833)-963-1700 to let us know that you would like to cancel your TruDiagnostic purchase.

Please see our Return/Refund policy here. 

The test TruDiagnostic provides is not a medical test, and is not covered by insurance.

Our goal is to provide you with an overview of your epigenetics through personalized reports. 

You and your physician may find the information we provide helpful when looked at together with your personal and family health history. However, our test is not a diagnostic tool and should not be submitted to your health insurance for reimbursement.

If you believe you have a medical need for epigenetic testing, please talk to your healthcare provider about epigenetic testing for medical purposes. Medical epigenetic tests may be covered by insurance, depending on your insurance policy, and indication for testing.

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Address

TruDiagnostic

881 Corporate Dr.
Lexington, KY 40503