Frequently Asked Questions

Yes, you can order tests for multiple people. It is important that when filling out: Each test comes with its own return label/envelope and may use different mailing carriers. Follow the activation instructions carefully.

• Use only one sample per return envelope, even if the tests go to the same lab.
• If you’re doing multiple tests, take one test per day.
• For multiple people, each person should have their own account with a unique email address, and activate their test kit code to their account.

Log in to your account and navigate to Order History. Locate the relevant order and initiate the Exchange / Missing Item process. If your issue is different, please email support@know.us

No.

No.

No. All our tests are for health screening purposes. "KNOW" offers comprehensive test results that you can share with your doctor. A medical professional is the only one who can diagnose your symptoms and condition. If you are experiencing severe symptoms, please reach out to your healthcare provider or call 911 immediately.

We only use CLIA accredited labs that rigorously validate each test to meet federal standards.

Currently, we don't support wearables, but this feature is coming soon.

When your Know report is ready, you'll get a notification via text and email notifying you that your user portal is updated. You can access your report anytime by logging in to your account and scrolling to "Test Results."

Our test results are comprehensive, easy to read, and also provide you with historic information on your health.

We ship your kit in a plain, unmarked bag via USPS to keep your information private. You’ll get an email notification when it’s on its way.

The price of your test includes all shipping and lab fees. We provide a USPS shipping label and return envelope for sending your sample to the lab.

We use USPS for shipping and provide a tracking number in the return label. Customers also use USPS to send samples to the lab, and we provide a tracking number in your patient portal to track the sample. If your tracking number hasn’t updated in a day or two, please email us at support@know.us.

We include a USPS return shipping label and envelope with your Know test. Once you complete collecting your sample, put the sample back in the biohazard bag and then into the envelope. Seal the envelope, then drop off the return package in the mailbox or USPS dropbox.

If your tracking information isn’t updating, enter your sample’s tracking number into Google’s search bar for the latest updates from the courier. If there are no updates or your package seems stuck, please contact our support team at support@know.us.

Our packaging and collection devices keep samples stable. However, if it’s over 90°F, please drop off your package at a USPS location instead of a mailbox. If the sample is degraded and can’t be tested, we’ll notify you and send a new test.

Yes. We provide materials to keep samples sealed in a biohazard bag or inside the collection device. Sometimes, samples may be exposed to heat or pressure during shipping. We work with our shipping partners to reduce these incidents, and if one occurs, our support team will send a new test immediately.

We use USPS return shipping to ensure samples don’t expire in transit. Ship your sample on the same day you collect it. Avoid collecting samples during Federal Holidays to prevent delays.

Your order might be on hold or in the warehouse for several reasons. One reason could be that the courier can’t deliver to the address provided. If so, your order will be delivered once the correct or new address is given. Please contact the courier to find out the cause. If you need more help, reach out to our Customer Solutions Team at support@know.us.

We currently only ship to The United States. Keep an eye on our website and social media for updates. We’re thrilled to expand and support more locations soon!

Yes, our sample collection kits come in plain packaging with no mention of Know.

 Currently, we only ship within the U.S. 

We may have shipping delays due to high demand, supply chain issues, and severe weather. Check with our delivery partners for current delays. Rest assured, your order will be shipped, and you can track it with our delivery partners.

We can but it varies by location and size of your P.O. box. Please verify with your PO box provider for other limitations we may be unaware of.

If your order says ‘Delivered’ but you haven’t received it, it might be in a secure or hidden spot. Check for alternative locations first. If you still can’t find it, contact the courier with your tracking number. If the courier confirms delivery but you still can’t locate it, reach out to our customer support team at support@know.us for help.

Our business hours are Monday to Friday, 8:00 am to 5 pm. If you have a question about your order and couldn’t find the information in our FAQs, please reach out to our Customer Support Team. When reaching out to the Customer Support Team about your order, please include the following information: Order Number (if possible), First & Last Name of Purchaser, Shipping Address or Billing Address. If you have questions about your sample, contact our support team. If you have questions regarding your results, contact your provider.

Kindly email us at support@know.us.

Our business hours are Monday to Friday, 8 am to 5 pm (PST). Please note that shipping times have been unpredictable lately, and some customers are experiencing delays or tracking issues (more information is available on the USPS and UPS websites). If your order or sample tracking hasn’t moved for 5 business days, please contact our Customer Support Team for further assistance. For any questions about your order, you can also email our Customer Support Team at support@know.us.

Most test results are typically available within 2 to 3 business days after the lab processes your sample. Any delays or changes will be updated in your dashboard. We’ll notify you via your registered email when your results are ready. You can also check the status of your test, see turnaround time estimates, and view your completed results anytime on your dashboard.

Our labs are closed on weekends and major holidays, so it might take longer than 2 to 3 business days to process your sample. However, this won’t affect your sample’s condition. We are closed the following holidays:

• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas Eve
• Christmas Day

Know currently does not offer tests to anyone below the age of 18.

Although we suggest discussing your results with your physician, we will not disclose them to anyone. However, we provide an easy way for you to share these results with anyone you choose. This option is available on your test results page.

You need to use your real name and information for your Know.us account and purchases. Lab tests and other health services require your true identity. Using a fake identity could affect our ability to serve you. Our policies do not allow false identities. Know only shares personal information as allowed by our privacy policy.

Many of our panels use the entire sample volume for testing. If any sample remains after testing, it is kept for one to two weeks in case retesting is needed. After that, the sample is disposed of properly according to biological specimen disposal standards (incinerated).

We recommend sharing your know.us results with your healthcare provider. However, we will never share your information with any third parties, except state health agencies as required. If you want to share your results, you can print them or download a PDF copy of the official lab report from your dashboard.

Although laws and regulations on the retention of medical records differ by state, we currently keep records for the longest minimum period required across all states, which is seven years.

Each sample is managed, processed, and disposed of in accordance with CLIA standards.

Yes, your Know account is secure. We utilize advanced encryption and security features, and our digital health platform is HIPAA compliant. For more information about our privacy policy, please click here. Privacy Policy.

Getting started is simple. Just go to our products page on the website, choose a test that suits you, and add it to your cart. We'll ship the test kit within a few days. After you receive it, you’ll need to activate it. However do not activate your kit if you're not ready to collect the sample. Also be sure it is not a weekend or holiday, sample should be mailed out on the same day it is collected.

To update your account information, follow these steps: 1.Log in to your account. 2.Click the Profile button.3. Select Settings. 4.Edit your name, email, phone number, date of birth, and biological sex under Basic Information. 5. Click Save Settings. Important: Accounts cannot be shared or transferred between users.

An insufficient sample is simply a sample with too little blood for our lab to test. Sometimes there’s enough for partial results, but other times, there might not be enough to get any results.

Hemolysis is when red blood cells break down, which can affect the accuracy of test results. This can happen if the blood sample is handled or stored incorrectly.

Please activate your kit code immediately before drawing your blood sample. Be sure to send your sample back on the same day you collect it.

To activate your kit, click the "Activate Product" button at the top of the website, or open our app and log into your account. You can activate your kit by scanning the QR code with your phone.

When your results are ready, you'll get an email and text message. You can view them on your Know Account.

We aim to provide your results within 2-3 business days after the lab receives your sample.

We know waiting for results can be stressful, so we strive to return them as quickly as possible. If you haven’t received your results after the expected time, please contact our customer support team for assistance.

To log in to your patient portal, go to the know.us website, click on login. This will take you to the portal login screen.

Inconclusive results happen very rarely and can be caused by various factors. Inconclusive can be a valid result.

Browse the website, add items to your cart, and proceed to checkout to complete your purchase.

We accept all major credit cards.

You’ll receive an order confirmation email with details and a receipt.

You may cancel your order within 15 minutes after placing your order.

You can login to your account where you can see the latest tracking information.

Standard shipping is always free. We also offer expedited shipping for an additional cost.

Shipping time varies by location and service selected, usually ranging from 3-5 business days.

We usually try to ship the orders the same day. Please contact customer support at support@know.us immediately, and we will try our best to accommodate your request but cannot guarantee it.

Contact customer service immediately to arrange a return or exchange.

Follow the return instructions provided in the packaging, using the provided return label.

Guest checkout allows a one-time purchase without creating an account, while an account offers order history and faster checkout for future orders. You will have to create an account to activate the product.

Ensure the code is entered correctly, is not expired, and is applicable to the items in your cart.

Look for HTTPS in the URL, a padlock symbol in the browser, and reputable security seals.

Login to your account, go to the order history, click on the three dots, and initiate the exchange process.

We do not ship outside of the USA.

Please send an email to support@know.us.

Check the tracking information first, then contact customer service if there’s an issue.

All our products are returnable within 30 days from purchase.

Review tracking updates for reasons, then contact customer service if the delay is significant.

You can reach customer support via email, phone, live chat, or through the support section on the Know.us website.

Typically, you'll need to provide your order number, product information, and a description of the issue.

Use the "Forgot Password" feature on the login page, or contact support for help with resetting your password.

Request to speak with a supervisor or manager, or use official escalation channels provided by the company.

Yes, contact customer support with proof of purchase and details about the loss or damage to request a replacement. You can also initiate an exchange process through the order history page.

Contact customer support immediately to secure your account and report the suspicious activity. Secondly, please change your account password.

You can track your delivery using the tracking number provided in your shipping confirmation email. Also, login to the account and you will find the latest tracking information.

Contact the delivery service or the retailer’s customer support to investigate the delay.

Standard shipping typically takes 3-5 business days.

Address changes may be possible before the item is shipped by contacting customer support.

You will receive a shipping confirmation email with tracking details once your product has been shipped. You can also check your account for the latest information.

Contact the retailer immediately to report the damage and request a replacement. You can also initiate the exchange process from the order history page.

No. Deliveries are scheduled by the carrier companies depending on the locations.

Contactless delivery allows the courier to leave the package at your doorstep without requiring a signature.

Check with neighbors or the delivery service, and contact customer support if the package cannot be found.

We offer free delivery for all standard shipment.

The courier may leave the package at your door or leave a notice for redelivery or pickup at a nearby location.

You can select your preferred delivery method during the checkout process.

Standard shipping is slower but free, while express shipping is faster and costs more.

Contact the delivery service to locate the item. Also, contact the customer support team at support@know.us

We do not allow you to choose a specific courier, but you can select the shipping method.

Common causes include bad weather, high demand periods, customs clearance, and logistical issues.

Contact the delivery service and customer support at support@know.us immediately to resolve the issue.

Delivery times are estimated based on the shipping method selected, processing time, and distance to the destination.

After placing your order, you have 15 minutes to cancel the order. After that, you have to go through the refund process.

Yes, you have 15 minutes to cancel your order.

No, there isn't cancellation fees.

You will receive a confirmation email or notification in your account that your order has been canceled.

If the order is canceled before it’s processed, your payment will be refunded in full.

Refunds usually take 3–7 business days, depending on the payment method used and your financial institution's policy. 

Once cancelled, you can order again.

Once an order has shipped, cancellation is not possible; you may need to process a return instead.

Canceling stops the order before shipment; returning involves sending back the product after it has been received.

Sale items can often be canceled, but discounts and promotions may not be available if reordered later.

Yes, if the product is out of stock and on backorder, you can usually cancel the order.

If the payment fails, the order is usually not processed, so no cancellation is necessary.

You can contact support at support@know.us

Include your order number, product details, a clear description of the issue, and any relevant screenshots or files.

Response times vary, but most we aim to respond within 24-48 hours.

Yes, you can reply to the original support email thread to follow up on your request.

Check your spam/junk folder, and if there's no response within the expected time, send a follow-up email.

Start with a brief introduction, state your issue clearly, provide all necessary details, and be polite and concise.

Yes, but the fastest way to receive a refund is by initiating the refund process through the order history page.

Describe the bug, include steps to reproduce it, and attach screenshots or logs if available.

Send a follow-up email correcting the mistake and reference your original message.

Yes, our email support systems allow attachments like screenshots, documents, or logs.

Politely request that your issue be escalated to a supervisor or higher-level support if it hasn’t been resolved satisfactorily.

Send a follow-up email stating that you no longer need assistance and reference the original ticket number.

Yes, you can describe your technical issue in detail and request assistance through email support.

Reply to the email thread to reopen the case and explain that the issue is still ongoing.

Yes, you can request a product replacement by explaining the issue and providing proof of purchase, but the fastest way to receive the replacement is by initiating an exchange or missing item request from the order history page.

Email support with your order details and request that a copy of your invoice be sent to you.

You can list all issues in a single email, or send separate emails for each issue if they are unrelated.

You can usually unsubscribe by clicking the link at the bottom of the email or by emailing support with your request.

Provide your order details, explain why you’re requesting a refund, and inquire about the eligibility for a refund, but the fastest way to receive your refund is by initiating the refund from the order history page.

Try sending the email again from a different account or contact support through another channel like live chat or phone.

To request a refund, go to order history page and initiate refund process from there.

You will need to provide your order number, purchase date, and reason for the refund.

Refunds are typically processed within 5–10 business days, depending on your financial institution. 

Yes, refunds can be processed even if a discount code was used, though the refund will reflect the discounted amount.

If the product was a gift, the refund will be issued to the original purchaser.

Yes, any opened or partially used items are non-refundable.

You can check the status of your refund by contacting customer support or logging into your account online.

Standard shipping are free but expediated shipping costs are not refundable.

If your refund is not processed within the expected time frame, please contact customer support.

Exchanges are possible depending on our exchange policy. Please contact customer support for details.

Refunds are issued to the original payment method used for the purchase.

Contact customer support immediately to report the issue and request a replacement or login to your account, go to order history page and initiate the exchange / missing item process.

Refund requests must be made within 30 days of the purchase date unless otherwise specified.

Once a refund request is processed, it cannot be canceled.

There are no fees for refunds as long as it was initiated within 30 days of purchase.

Check your bank or payment provider, then contact customer support if the refund is still not received.

Yes, as long as you initiate the refund within 30 days of purchase date.

A receipt is generally required for refunds, but other proof of purchase may be accepted.

You can initiate the refund process from the order history page.

Contact customer support to arrange for a exchange. You can also initiate the exchange process from the order history page.

Refunds are processed as quickly as possible, but expedited options are not available.

Contact customer support with your order details to resolve any discrepancies.