Frequently Asked Questions


Customer Service

Here are some answers to the quick easy questions that can save you a phone call. Don't hesitate to contact Customer Service if your question is more complex and goes beyond the utility of this page.

The samples do not have to be consecutive days; you can skip days in between sample collections.
The sample will defrost during shipment, and that is ok, as it is stable for several days at room temperature.
Leave it blank, the laboratory gives it an ID when it arrives at the lab.
No, all of our tests require a physicians order.

A recent ruling by the US Department of Health and Human Services (HHS) now allows patients to directly access their laboratory results without having to go through their Health Care Provider (HCP).

We are obligated also to provide your test results to the HCP that ordered the test for you. We encourage you to see your Health Care Provider to receive test results so that you have the benefit of result interpretation and the ability to work with him/her to create an action plan aimed at helping you recieve optimal health results.

Additionally, pursuant to the above ruling, your test results will be available to you electronically ten days after they have been made available to your Health Care Provider. Your results are housed in an electronic patient portal. To access the portal and your test results, please visit the Patient Resource Center.

If you spilled more than a few drops, we recommend you redo day 3 only (get new vials from us or your doctor) and keep day 1 and day 2 at room temperature or refrigerate. After recollecting Day 3, send in all samples together.
If the doctor wants a baseline reading, Yes... If the doctor wants to see how you are doing with what you are taking, then no.
We no longer provide a prepaid envelope, please mail payment to us in the self-addressed envelope provided with your statement with appropriate postage, or you make payment securely online at You may also submit payment securely online in our Patient Resource Center or contact our call center at 888-201-8333 from 8:30 - 5:00 pm E.S.T.
Please visit our Insurance-EasyPay Guidlines page for an updated list of insurance companies and plans for which we are in-network providers.

Endorse the check to Genova Diagnostics, and mail it with a copy of your Explanation of Benefits (EOB) that was provided by your insurance provider to:

Genova Diagnostics
PO Box 3220
Asheville, NC 28802

Yes. Genova Diagnostics is a participant in the Medicare program, and we are required to file your Medicare claim as long as your doctor has a degree type authorized by Medicare to order laboratory services. Generally, they must be a MD, DO, PA, or NP.

Genova Diagnostics is an out of network provider for most insurance plans. Therefore, in order to submit your claim, we require an initial payment to apply toward the patient responsibility assigned by your insurance plan. For contracted insurance plans, we request a credit card to charge up to the authorized amount for any patient responsibility assigned. In accordance with our insurance billing guidelines, we require the following:

  • Selection of a payment method reflected on the requisition form for your test
  • Completion of the requisition form with the required insurance, patient, and payment information portions

As noted above, this amount will be applied to the amount due as indicated on the EOB provided by the insurance provider. Once Genova Diagnostics processes your insurance claim, a statement will be generated to collect any remaining deductibles, co-insurance, or co-pays that exceed the amount you submitted, if applicable. Refunds will be issued automatically in the event that total payments exceed the total amount billed.

Please visit our Insurance-EasyPay Guidlines page for full insurance billing program guidelines.

If your payments exceed the total billed amount and you are eligible for a refund, our goal is to provide refunds less than or equal to 30 days after the billing cycle has been completed.
As a policy, Genova Diagnostics does not quote prices for testing directly to patients. You may check with your health care practitioner for the price of your test. Prices can vary based on insurance coverage, applicable payment options, and any add-on testing that your health care practitioner may feel is necessary, so it is often more accurate and less confusing to check with your ordering health care practitioner for the price of your test.

Patient Preparation

For most of our tests, it is not necessary to discontinue nutritional supplements prior to specimen collection. However, be sure to review the specific test kit instructions. If collecting the specimen at home, it is very important that your healthcare provider reviews the instructions with you. Your understanding of the specimen collection procedures is vital to ensuring accuracy and avoiding delay in test results. Please note, urine and blood specimens are generally collected during the early morning hours after waking and before eating, usually about 8 to 12 hours after the last ingestion of food or drink (water is permitted). Specimens collected during this "fasting" period will yield the most reliable results. Timed specimens should be discussed in detail with your healthcare provider. For example, the Adrenal Stress Profile requires a series of timed saliva samples.

FAQs for Clinicians