Here at IDENTIGENE we strive to provide outstanding service, which is one the reasons why we are the #1 paternity test brand. We have an expert client support team ready to answer questions about your paternity testing or any other DNA testing service we offer.
There are paternity test questions that are asked fairly often. Here are answers to a few of those questions.
1. How long does the paternity testing process take?
Once samples from all participants involved in the paternity test are received at the IDENTIGENE laboratory in Salt Lake City, the testing process takes up to two (2) business days. If you receive your paternity test results sooner, don’t be concerned: they are still accurate. It simply indicates the DNA samples were easy to extract and analyze.
2. When do I pay for the paternity test?
There are a few different ways to pay for the paternity testing. Payment does need to be received in full before testing begins, so you want to make sure payment is made as soon as possible. The order form included in the IDENTIGENE Paternity Test Collection Kit asks how you want to pay for your paternity test. It allows you to include credit/debit card information for payment or you may choose to send in a money order with your samples (we don’t accept personal checks). The final option is to call in to our client support team to prepay for your paternity test over the phone. If you do prepay you will be given a case number to place on your order form for confirmation that the paternity test has been paid for.
3. How will I receive my paternity test results?
How you receive your paternity test results is up to you. You may choose to receive them online using a secure login and password set up when your order is placed (you will indicate what you want your login and password to be on the order form, and over the phone if you prepay for the paternity testing). This gives you access to the status of your case as well as the results, which you may print out at home once they are complete. The second option is to receive your paternity test results over the phone from our client support team. Again, a password is needed in order for any of the representatives to speak with you about your case or release results.
4. Why can’t I login using my login and password right now?
One thing to keep in mind is your login and password will not be active on our website if the samples have not been received at the laboratory, unless you have prepaid. When sending in your samples for your paternity test by mail you will want to give it 5-10 days to reach the laboratory. Once samples are received, your case will be set up and you will have access to the online status of your case. If it has been more than 7 days since your samples were mailed and you still can’t login to your case, please contact our Client Support Team at 888-404-4363 (Mon-Fri 9 AM – 8 PM Eastern Time for more information.
If you have additional questions, feel free to check out our handy online Help Center.