Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: July 2024

1. General Questions
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2. Product Questions
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3. Preparing for the Kit Questions
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4. Payment Questions
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5. Shipping Questions
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6. Contact Questions

1. General Questions

What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

What is the wait time?

Our team values a service that delivers results to our customers as quickly as possible, and we are continuously working to reduce this wait time. Our current timeline (approximately 4-6 weeks) includes DNA isolation and sequencing, which allows us to generate the best and most accurate personalized report for each customer. 

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Is my data safe?

Yes. Ensuring the integrity of our operations is of the utmost importance. Accordingly, we take several steps to ensure the privacy and security of client information – some of these include:

 

1) We will only be collecting and analysing the DNA of your gut bacteria, rather than your human DNA. In short, we are only analysing bacteria in your stool sample.

2) We de-identify your samples and tag them using a unique barcode to maintain client anonymity during analysis and processing.

3) We do NOT sell any private information to third-party organisations.

Do you have a physical store?

Currently, we do not have a physical store.

 

Can Gutcheck be used for kids?

Currently, the Gutcheck test is only intended for users 18-years and above. The gut microbiome of children has differing dynamics which may affect the accuracy of the Gutcheck report. Soon, we intend to offer a Gutcheck product for children.

 

Is the questionnaire mandatory? What is it used for?

Completion of the questionnaire is necessary for activation of your kit and receiving the most accurate details in your report. The questionnaire allows us to further personalize your results to provide the most precise information on your gut potential and disease associations.

2. Product Questions

Do you test for parasites, yeasts or fungus?

Currently we do not sequence yeast, fungi, or parasites. The report is based on bacteria only. We test for some pathogenic and inflammatory bacteria including Clostridium difficile, H. pylori, Clostridium perfringens, Collinsella, Fusobacterium, and Desulfovibrio. We also provide you with a composition breakdown of all bacteria present in your microbiome. In the near future, we plan on offering fungi and parasite detection as an option within our testing.

What information is provided by Gutcheck and how can I use it?

The GutCheck test is designed to:

  • Get insights into how your gut microbiome is impacting your current digestive health, mental and physical well-being
  • Learn about the potential future disease associations
  • Help optimise lifestyle changes to improve overall health and productivity
  • Suggest food and probiotics to optimise your unique gut microbiome

What is the process?

Following the purchase of a Gutcheck kit, you will be shipped your kit which includes all of the necessary items to easily collect a stool sample and return the sample using the provided prepaid shipping envelope. 

 

Our Gutcheck analysis provides a detailed report on your gut bacteria, gut potential, disease-associations, personalised food recommendations, and more! Our team of scientists and engineers perform extensive research and develop a comprehensive test report. It takes approximately 6-weeks from the day we receive your stool sample. During this time, we keep you updated about the status and progress of your sample. You can log into your account and check the status or receive an email/text message if you provide your contact information.

Do you conduct human DNA analysis?

Our analysis does involve DNA analysis and sequencing, but it is solely focused on bacterial DNA within the stool sample. This approach represents the gold standard among all microbiome testing services. It's important to note that we do not conduct genomic DNA sequencing, which would reveal any personal human genomic information.

 

What if my microbiome changes between when I send the kit and when I receive the results?

A microbiome can experience change in 4-6 weeks if significant changes are made to a routine. This could include the introduction of antibiotics or new medication/supplementation or indulging in delicious foods during an all-inclusive vacation! 

 

However, without any significant routine changes during the 4-6 week wait period the microbiome composition during the day of collection will be an accurate representation of the composition 4-6 weeks later. We recommended that customers follow their regular routine before the test and while waiting for their test results.

 

Why pay for Gutcheck over a faster service?

Faster services provide some limitations depending on what information you are looking for. Most are PCR-based analysis; meaning it can provide valuable information on microbial composition based on pre-selected microbes only. 

 

Gutcheck is based on DNA sequencing analysis; therefore, all present microbes are presented to the customer. Not only do we provide an individual with compositional details, but we also provide a comprehensive assessment of the gut (disease risk insights and your gut's contribution to immune, physical, mental, and digestive health). This assessment is possible through years of research into the microbiome's interaction with the body as a whole. This information is critical for developing personalized recommendations that target the underlying issues. 

 

What should I know about microbiome research?

It is important to keep in mind that human microbiome analysis is an emerging field; new discoveries are made almost every week regarding how the different microorganisms in our body interact with us and with each other. As more information is gained, consensus about what different microbes are doing can change.

 

The information in your profile is meant for you to gain a better understanding of your personal microbiome and how it may change in response to lifestyle choices. It is not a diagnostic tool and cannot be used to diagnose or treat medical conditions.

3. Preparing for the Kit Questions

When is the best time to take my test?

It is best to take the test after your first bowel movement of the day when you have maintained your regular habits and diet for at least a week prior to sampling. Any changes to your normal daily routine like overseas travel, short-term use of medicines, or trying new foods can influence your gut microbiome.

Can I use Gutcheck if I have recently taken antibiotics?

It is recommended to wait 3-months following completion of your antibiotic treatment before using the Gutcheck test. Antibiotics drastically disturb your gut microbial composition, thus the results on your Gutcheck report will not be reflective of your “normal” gut microbiome.

Can I use Gutcheck if I am taking Vitamins or Probiotic supplements?

It is not necessary to stop taking supplements or probiotics before taking the test, especially if these are part of your normal routine, as this will reflect your “normal” microbiome.

 

In general, we suggest maintaining your normal daily habits for two weeks prior to sampling to see what your “normal” microbiome looks like. Also, try to collect a sample from a bowel movement that is typical for you.

 

Always consult your physician before making any changes to prescribed probiotics or supplements. We do not recommend you discontinue any medications.

4. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

5. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

What happens during a Canada Post strike or service disruption?

During any Canada Post strike or disruption, we make sure your order still reaches you without delay. All shipments are delivered through alternative courier services to keep things running smoothly.

For returning your kit, we also provide affordable return options, or a local drop-off point at St. John's.

This way, you can count on your test being delivered and returned safely.

6. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing info@mygutcheck.ca and we’ll get back to you within 24–48 hours on business days. 

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at info@mygutcheck.ca.

Do you have a physical address?

Yes, we do have a physical address. Our headquarters is located at 495 Water Street ,St. John's, NL A1E 6B5, Canada

Get in Touch with Us

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