Simple HealthKit FAQ

• How do Simple HealthKit at-home tests work?
• What types of tests are available?

• How long will my telehealth visit be?
• How long does it take for a prescription to be written?
• Do you offer Telehealth; does it cost me anything to use?
• What if I have questions about my treatment options?
• Will I receive aftercare if I have abnormal or positive test results?
• How does Telehealth work; can anyone use it?
• Should I get an additional test?

• When is the best time to mail back my kit?
• How long does it take to receive my test kit?
• What if my kit’s shipping is delayed?
• Where can I find a tracking number for my kit?
• What if my kit or sample is lost when shipping back to the laboratory?
• Where is my kit or sample?
• What if I can’t find my tracking number or my kit doesn’t have one?

• Who has access to my test results?
• What steps does Simple HealthKit take to protect my privacy?
• What if I made an error when entering my info on Simple HealthKit's secure portal?
• What steps does Simple HealthKit take to protect my data?
• Who is my data shared with?
• What data is shared?

• How long is my sample viable for before it is not usable/post stability?
• What does it mean that my sample is post stability?
• Is it difficult to collect my sample at home?
• What should I do if I’m concerned my sample will not arrive in time to the laboratory be usable/viable?
• What if one or more of my test samples are not usable when they arrive at the laboratory?
• What if I collect my sample incorrectly or it is otherwise not usable?

• How do I get my test results?
• How long does it take to get my test results?
• What if I have an abnormal or positive result and Simple HealthKit or my healthcare provider are unable to reach me on my phone?
• What should I do if I get an abnormal or positive test result?
• How long can I access my test results on the platform?
• Can I print or download my test results?

• How long does it take to receive my test kit?
• What if I have questions about the directions; what should I do?
• Do I have to take the test right away?
• Can I get help if English is not my primary language?
• What if my kit is damaged or an item within the kit is damaged?
• What is Simple HealthKit’s policy on replacement kits?
• What if my kit is missing something?

• How do I register my kit?
• What if I have an issue while trying to register my kit?
• What if I register my kit too late? For example, after my kit is already in the mail or has arrived at the laboratory?
• What if the name or date I write on my sample doesn’t match my kit registration information?
• Why do I need to register my kit?

• Can I cancel my order?
• What is your return & replacement policy for test kits?
• How do I purchase or order a test?

• Will my insurance cover the cost of my at-home test?
• How much do your tests cost?
• Does Simple HealthKit have the capability to bill insurance companies?
• Are your test kits FSA/HSA eligible?

• I already returned my test kit; why am I still getting asked to return a kit?
• Can I send my test results directly to my doctor?
• I recently took this test at a clinic or my doctor’s office; why am I being asked to take this test again?
• I recently moved; will I still get my test results if I elected to receive notifications by mail?
• Do I have to take the test right away?
• Where is my gift card?
• Why am I being sent this test when I didn’t directly purchase one?
• I want to opt-out of all future communications; how can I do that?
• When can I expect to receive my test kit after I learn that I’ve been enrolled in a testing program by my health plan provider?

• How can I track the status of my testing kit?
• If I test positive for an STI, what should I do?
• Where is my sample tested?
• What do I do if my test result is inconclusive or invalid?
• Where can I find my site code?
• How do I use HSA/FSA benefits to pay for my testing kit?
• If I test positive for COVID-19, what should I do?
• What factors may affect my laboratory test results?
• How are my results kept private?
• How are Simple HealthKit’s laboratory tests analyzed?

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• What does the Common Sexual Wellness testing kit measure?
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