Help & Support

Use the FAQ links below to find the answers to your questions or feel free to send us a message using the contact form or to info@tovanahealth.com

  What is the ordering and testing process?

Step 1: Sign-up for a free account by clicking the Get Started link.
Step 2: Order the DNA UNLOCKED genome test and fill out the order form in the checkout process.
 You will receive your sample collection KIT in 3-5 business days from date of your order.
Step 3: Collect your buccal (cheek) swab sample at your convenience and send it back to us in the provided envelope.
Step 4: Activate your KIT by signing-in to your account and clicking the "Activate Kit" button. On the activation page enter your unique KIT ID# provided in the sample collection KIT, sign the consent form (checkbox), and fill in the required questions. You will need to Activate your KIT in order for the testing to be performed and to be able to view/download your results.
Your health information will then be reviewed and the test authorized by an independent physician.
Step 5: Once your sample is received, we will sequence your sample using next-generation sequencing technology (+ genotyping using microarray testing) within 90 days.
Step 6: Your data will be analyzed and interpreted by a medical doctor who is a genetics/genomics expert giving you the most accurate results science allows today.
Step 7: You will receive an alert when your genome data/results are ready and uploaded to the portal.
Step 8: ** Sign-in to the portal to view/download your results and gain insights about your health and more based on your genome.
Step 9: You have the option for post-test consultation by a healthcare provider at an additional fee of $60.

** Remember you need to Activate your KIT in order for the testing to be performed and to be able to view/download your results.
  How long does it take for my sample collection KIT to be shipped to me?

It typically takes 3-5 business days (within the US) for your sample collection KIT to arrive from the time the order was placed.
  How long does it take for my results to be ready?
It takes approximately 8-12 weeks for your sample to be processed, sequenced (and genotyped) and analyzed from the time that the lab receives your DNA sample.

Please note: you must also Activate your DNA UNLOCKED KIT online in order for the sequencing/analysis to be performed and to be able to view/download your results. To activate your KIT, sign-in to your account and click the "ACTIVATE KIT" button on the dashboard. Then you will need to fill in the requested information and click the "ACTIVATE" button on the bottom of the KIT Activation page.
  How do I take the DNA UNLOCKED test?

DNA UNLOCKED is a simple cheek (buccal) based swab test you can do in the comfort of your own home. Once you order the service, you will receive the DNA UNLOCKED kit in the mail in a matter of days. Your kit includes full instructions, a cheek based swab with collection tube, and a pre-paid return mailer (so you don't have additional costs to return your DNA.) After returning your sample by just dropping it in the mail, your DNA is processed at the lab. When your results have been analyzed and are ready you will receive an email notification and then you can sign-in to explore your genome!
  If I do not have a health care provider to authorize my test will one be provided to me?

Yes. We work with InTeleLabs, an independent telehealth company who will assign an independent physician licensed in your state to review your health history and authorize the test. You will be asked to fill out a short health history questionnaire when activating your Tovana Health account to assist the provider in the authorization process.
  How much are the shipping costs?

The shipping costs are free both ways. TOVANA Health provides a prepaid envelope for you to return your sample to TOVANA Health via USPS.
  What forms of payment are accepted?

We currently accept all major credit cards or debit cards including VISA, Mastercard, DISCOVER, and American Express.
  How many TeleHealth sessions are offered with my order?

You will have the option to request a post-test consultation with a physician to review and explain your results. This service only costs an additional $50. The session duration is up to 30 minutes. You may request additional sessions directly from the TeleHealth provider company at your convenience.
  What will my DNA UNLOCKED results tell me?

With DNA Unlocked you will learn about your own personal genetic make-up and unlock the secrets of your DNA. Using a very interactive and easy to use report you will be able to navigate your genome and find out about:
✔ Conditions that are specific to you based on your medical and family history
✔ Conditions that are population specific
✔ Cancer predispositions
✔ Predisposition or carrier status of diseases categorized by organ system
✔ Reproductive health (carrier status of Mendelian recessive or X-linked diseases)
✔ Pharmacogenomic status (how you metabolize certain medications based on your genotype and by that determine what medications are best for you)
✔ Secondary conditions recommended by the American College of Medical Genetics/Genomics (ACMG)
✔ Wellness, nutrition and fitness traits (including propensity for vitamin deficiencies, endurance and strength potential and much more)
✔ Common traits (male pattern baldness, worrier vs. warrior trait, ear wax and more)
✔ Ancestry genetics (discover your DNA origins, connection to ancient groups and find DNA relatives)
✔ Receive continuous updates as scientific knowledge about genetics/genomics advances
   How long does it take for my results to be ready?

It takes approximately 8-12 weeks for your sample to be processed, sequenced (and genotyped) and analyzed from the time that the lab receives your DNA sample.

Please note: you must also Activate your DNA UNLOCKED KIT online in order for the sequencing/analysis to be performed and to view/download your results. To activate your KIT, sign-in to your account and click the "ACTIVATE KIT" button on the dashboard. Then you will need to fill in the requested information and click the "ACTIVATE" button on the bottom of the KIT Activation page.
  How do I take the DNA UNLOCKED test?

DNA UNLOCKED is a simple cheek (buccal) based swab test you can do in the comfort of your own home. Once you order the service, you will receive the DNA UNLOCKED kit in the mail in a matter of days. Your kit includes full instructions, a cheek based swab with collection tube, and a pre-paid return mailer (so you don't have additional costs to return your DNA.) After returning your sample by just dropping it in the mail, your DNA is processed at the lab. When your results have been analyzed and are ready you will receive an email notification and then you can sign-in to explore your genome!
  Are there any age restrictions to using the DNA UNLOCKED genomic testing service?

You must be 18 years of age or older to order and use DNA UNLOCKED. We are working on expanding this to include minors and making sure we do it in the right, responsible way. If you would like us to update you on when this is possible, write to us at info@tovanahealth.com .
  Is DNA UNLOCKED a diagnostic test?

DNA UNLOCKED is not formally considered a diagnostic test, but you can certainly discover diagnostic / health related findings from your exome/genome data. Some of what you may learn from your exome/genome data can be considered actionable, but you should always consult with a healthcare professional to explain or interpret your results and provide you with the correct management or treatment options (if any).
  I’m generally healthy. Is DNA UNLOCKED for me?

Yes! DNA UNLOCKED - Comprehensive (Whole Exome Sequencing + Microarray) or DNA UNLOCKED Nutrition, Fitness & Ancestry (Limited to Microarray), is for anyone. It is your body, your gene variants, and your data. Whether you are an expert, an amateur, or a novice, this experience will be unique and insightful. We like to think it can grow your understanding of both science and your own health and provide interesting learning opportunities.
  What about ancestry results?

You will be able to view your genetic ancestry results via our partners FTDNA (FamilyTreeDNA). These results (based on autosomal DNA data) will allow you to:
  • explore the DNA percentage breakdown of your origins
  • learn your connection with ancient groups
  • and discover new DNA relatives (or individuals with common ancestry) by gaining entry into the Family Finder database, one of the largest DNA databases in the world.
  How can I access a healthcare professional or genetic counselor to explain my results?

Your test order includes a $50 fee which we collect on behalf of an independent telehealth company who will assign an independent physician licensed in your state to review your health history and authorize the test. You will be asked to fill out a short health history questionnaire when activating your Tovana Health account to assist the provider in the authorization process.

You will also have the option to request a post-test consultation with a physician to review and explain your results. This service only costs an additional $60 and the session duration is approximately 30 minutes long. You can request additional sessions directly from the TeleHealth provider company as needed. You also have the option to speak to your own healthcare provider/counselor to authorize your test and/or review your results with you.
  Is genetic counseling or a consultation included with the DNA UNLOCKED testing?

You will have the option to request a post-test consultation with a physician to review and explain your results. This service only costs an additional $60 and the session duration is approximately 30 minutes long. You may request additional sessions directly from the TeleHealth provider company as needed. You also have the option to speak to your own healthcare provider/counselor to authorize your test and/or review and counsel you on your results.
  If I do not have a health care provider to authorize my test will one be provided to me?

Yes. We work with InTeleLabs, an independent telehealth company who will assign an independent physician licensed in your state to review your health history and authorize the test. You will be asked to fill out a short health history questionnaire when activating your Tovana Health account to assist the provider in the authorization process.
  How do I view my DNA UNLOCKED results?

Once your results are ready you will receive an email notification to sign-in and view your results via the user web portal. Using the TOVANA Health user-friendly PDF report you will be able to navigate your own genome by category or organ system of interest. At any time you may download your results for your record or to share with your healthcare provider.

Remember you must also Activate your DNA KIT online in order for the testing and analysis to be performed and to be able to view/download your results. To activate your KIT, sign-in to your account and click the "ACTIVATE KIT" button on the dashboard. Then you will need to fill in the requested information and click the "ACTIVATE" button on the KIT Activation page.
  Who owns my DNA data or other data?

You do! You always own your data and are in control. At any time, you can choose to have us send you your raw DNA data, have us delete your data as described in the TOVANA Health Privacy Statement, or have us destroy your physical saliva/buccal swab or DNA sample. We do not share your name or other common identifying information linked to your genetic data with third parties, except as legally required or with your explicit consent.

You may wish to provide consent for TOVANA Health to keep your de-identified data for research purposes and/or share your data with other members (e.g. family members), your healthcare provider (for management purposes) or the scientific research community (to help advance research). At any time, however, you may choose to stop sharing your data by simply emailing us at support@tovanahealth.com and we will honor your request.
  How reliable are the DNA UNLOCKED genomic testing results?

The testing is performed in a regulated laboratory adhering to high quality control protocols to ensure your data is as accurate and precise as possible. Our knowledge-base engine is carefully curated from a culmination of reliable sources and databases (such as the ClinVar NIH database) to provide the most reliable scientific and health information possible. Scientific and medical knowledge is constantly changing and our specialists are constantly keeping the knowledge-base engine up-to-date with newly found scientific/medical data, so that you are always in the know. In addition, your genomic data is analyzed, interpreted and reviewed by a genetics/genomics expert to ensure the correct information is given to you.
  What data do you use to annotate my exome/genome?

We annotate your genes with published findings from reputable databases (such as the ClinVar NIH and ExAC/genomeAD databases). This includes attributes like population frequency per variant, related health traits and trait/disease summaries.
  Will I learn about my disease risks from my exome/genome?

Some diseases are straightforward, and you may learn that you are affected or at least a carrier of a particular condition. However, many health traits are complex and are a combination of multiple genetic markers along with environment, lifestyle, ethnicity and age to name a few factors. As such, for these complex diseases the risk score that you may receive from the DNA UNLOCKED results is a relative risk / probability estimate and should be taken with a grain of salt. Always check back to see if your risk score for a particular trait has changed as a result of new scientific discoveries.
  What technology is used to sequence or genotype the DNA samples?

We always strive to use the most advanced technology on the market for best results. Currently we use the Illumina NovaSeq 6000 for sequencing and the Illumina iScan for microarray genotyping.
  How private and secure is the TOVANA Health DNA UNLOCKED platform?

The TOVANA Health DNA UNLOCKED service adheres to the most stringent industry standard practices to store your DNA sample, your DNA results, and other personal data you provide to us. Our platform is entirely HIPAA compliant to ensure your information is always kept private.
  Who owns my DNA data or other data?

You do! You always own your data and are in control. At any time, you can choose to have us send you your raw DNA data, have us delete your data as described in the TOVANA Health Privacy Statement, or have us destroy your physical saliva/buccal swab or DNA sample. We do not share your name or other common identifying information linked to your genetic data with third parties, except as legally required or with your explicit consent.

You may wish to provide consent for TOVANA Health to keep your de-identified data for research purposes and/or share your data with other members (e.g. family members), your healthcare provider (for management purposes) or the scientific research community (to help advance research). At any time, however, you may choose to stop sharing your data by simply emailing us at support@tovanahealth.com and we will honor your request.
  How private and secure is the DNA UNLOCKED service?

The TOVANA Health DNA UNLOCKED service adheres to the most stringent industry standard practices to store your DNA sample, your DNA results, and other personal data you provide to us. Our platform is entirely HIPAA compliant to ensure your information is always kept private.

In addition, we have your test results and sample stored without your name or other common identifying information. You always own your data. At any time, you can choose to be sent your raw DNA data, have us delete your DNA data as described in the TOVANA Health Privacy Statement, or have us destroy your physical saliva/buccal swab or DNA sample. We do not share your name or other common identifying information linked to your genetic data with third parties, except as legally required or with your explicit consent.
  Is the TOVANA Health platform HIPAA compliant?

Yes. We take your genome and health data very seriously. The TOVANA Health platform is entirely HIPAA compliant. We follow strict protocols and security measures to ensure your information is always kept private.
  How is my data kept private?

In three ways:

1. Industry security standards: TOVANA Health uses Google and Amazon Web Services (AWS) cloud-based storage for all genomic, phenotypic, health and demographic data. Google and AWS security practices are compliant with all industry and government regulations for this type of data, including ISO 27001 and SOC 1. We also ensure your data is always encrypted in transit and at rest.

2. Unique login: You login to the platform using your unique username and password. As long as you do not share your login information, there is no way anyone can check on your results other than you, unless you decide to share your results.

3. Staff restrictions and training: Our staff and administrator security levels are determined by the need to process your sample and data. TOVANA Health staff members and administrators without a direct need are not allowed computer access into your specific demographics or results data. TOVANA Health staff passwords are controlled and changed on a regular basis. Furthermore, administrators and our staff are trained upon joining the TOVANA Health team and annually thereafter regarding our privacy procedures as required by regulatory agencies.
  Will taking the DNA UNLOCKED genomic/genetic test affect my insurance?

In the U.S there are laws in place such as GINA (the Genetic Information Nondiscrimination Act) that protects your genetic information and prohibits discrimination in healthcare coverage or employment on the basis of genetic information. Along with existing nondiscrimination provisions of HIPAA, GINA generally prohibits health insurers or health plan administrators from requesting or requiring your genetic information or that of your family members and from using it for decisions regarding coverage, rates, or pre-existing conditions. GINA also prohibits employers from using genetic information for hiring, firing, or promotion decisions, and for any decisions regarding terms of employment. However, GINA does not cover small employers (less than 15 employees), nor does it prevent life insurance, disability insurance or providers of long term care coverage from requesting this information, or making coverage decisions using this information.
  Can I change my password?

Yes. You can change your password at any time through your account settings. You may also click on the “Forgot your password?” link in the Sign In page to reset your password.
  How can I access a healthcare professional or genetic counselor to explain my results?

Your test order includes a $50 fee which we collect on behalf of an independent telehealth company who will assign an independent physician licensed in your state to review your health history and authorize the test. You will be asked to fill out a short health history questionnaire when activating your Tovana Health account to assist the provider in the authorization process.

You will also have the option to request a post-test consultation with a physician to review and explain your results. This service only costs an additional $60 and the session duration is approximately 30 minutes long. You can request additional sessions directly from the TeleHealth provider company as needed. You also have the option to speak to your own healthcare provider/counselor to authorize your test and/or review your results with you.
  Is genetic counseling or a consultation included with the DNA UNLOCKED testing?

You will have the option to request a post-test counseling session with a physician to review and explain your results. This service only costs an additional $60 and the session duration is approximately 30 minutes long. You may request additional sessions directly from the TeleHealth provider company as needed. You also have the option to speak to your own healthcare provider/counselor to authorize your test and/or review and counsel you on your results.
  If I do not have a health care provider to authorize my test will one be provided to me?

Yes. We work with InTeleLabs, an independent telehealth company who will assign an independent physician licensed in your state to review your health history and authorize the test. You will be asked to fill out a short health history questionnaire when activating your Tovana Health account to assist the provider in the authorization process.
  How many TeleHealth sessions are offered with my order?

You will have the option to request a post-test consultation with a physician to review and explain your results. This service only costs an additional $60. The session duration is approximately 30 minutes long. You may request additional sessions directly from the TeleHealth provider company at your convenience.
  What is TeleHealth?

TeleHealth allows an individual to get direct access to a clinician or subject matter expert through a computer, laptop, iPad/tablet, phone or other electronic device. Using video and audio teleconferencing people could speak to a provider and have their questions and health concerns answered through the comfort of their own home or office setting. This makes healthcare easily accessible, convenient, time saving and cost effective.
  Are the healthcare providers or specialists certified?

Yes. All providers on the InTeleLabs network are board certified in the area of their specialization and actively licensed in the state that you reside in.
  Are the TeleHealth services offered in all 50 states in the US and internationally?

Yes. The TeleHealth services are offered in all 50 US states and internationally in certain countries. For more information and to find out if the service is offered in your country or state contact us at info@tovanahealth.com .
  I already have a healthcare provider. Can I invite my provider to join your platform and authorize my test?

Yes! You can invite your healthcare provider or counselor to join our platform for free. Once your provider signs up and creates their account they can easily authorize your test via our platform. To invite them to authorize your test, simply select the option when activating your KIT and enter their information or email them the following link: https://www.tovanahealth.com/provider/
  Can I change my password?

Yes. You can change your password at any time through your account settings. You may also click on the “Forgot your password?” link in the Sign In page to reset your password.
  Can I update my personal health and other basic information?

Yes. You can update your personal health and other basic information at any time through your account settings.
  Can I deactivate or close my TOVANA Health account?

Yes. You can deactivate or close either one of the TOVANA Health services (i.e. DNA UNLOCKED and/or TeleHealth services) by emailing us at support@tovanahealth.com . We will then ask you to confirm via email or phone and your notice will be effective following receipt of your confirmation.
  Is the testing done in a regulated laboratory?

Yes. All sequencing and genetic testing is done in a CLIA (Clinical Laboratory Improvement Amendments) certified and CAP (College of American Pathology) accredited laboratory that adheres to the highest regulatory standards in the United States. TOVANA Health is also a CLIA certified and CAP accredited company.
  What technology is used to sequence or genotype the DNA samples?

We always strive to use the most advanced technology on the market for best results. Currently we use the Illumina NovaSeq 6000 for sequencing and the Illumina iScan for microarray genotyping.
  Is the DNA UNLOCKED /genomic/genetic test approved by the FDA?

The FDA has not validated, approved or cleared DNA UNLOCKED for diagnostic use. We do adhere to the strictest protocols and methods of validation to ensure the DNA UNLOCKED genomic sequencing and analysis are as accurate as possible. The TOVANA Health DNA UNLOCKED test provides you with genetic information, which can then be explored through other resources, including your physician, to obtain meaningful insights and possibly make health decisions.