Frequently Asked Questions
How do I activate my test?
Every True Marker test kit has its own unique identification number which you will find on the box sleeve, inside of the box lid, as well as on your blood sample collection card. Register your test kit with this number online at TrueMarker.com. This will activate your test kit. You can also view our instructional video for a step by step guide: https://youtu.be/bDhBVuyv8u4
Issues with activating or signing in?
Please contact our Customer Support at (888) 554-7740 or send us a message to email@example.com
Delivery issues with the order?
Log into your account on TrueMarker.com and check your Order Status. You can click on the tracking number for your order to get a status update. If you have not received your test kit within 10 days of your order, please contact our Customer Support.
Is shipping included in the cost of the product?
Yes, your test kit will include a USPS pre-paid shipping label on the specimen bag. The bag will be shipped to our laboratory partner in order to process your results.
Can I ship to a P.O. box?
Yes, your test kit can be shipped to a P.O. Box. It does not require a signature upon delivery.
Do I need to be home when my order is delivered?
No, your test kit does not need a signature to be delivered.
Can I track my order?
Yes, log into your account on TrueMarker.com and click on Orders and Order Status. If your order has shipped, You can click on the tracking number to show the status of your order.
Can I return my test kit?
Please refer to our refund policy.
Can I exchange my test kit?
Please refer to our refund policy.
Will I receive a full refund if I return/cancel my test kit order?
You will receive a refund for an unopened test kit returned within 30 days of receipt, however the cost of the return shipping will be your responsibility. Please refer to our refund policy.
When should I take my test?
When you register your test kit on True Marker.com, you will receive a notification if a specific time is necessary to collect your blood sample. You will also receive additional information about your specific test.
Should I take the sample on an empty stomach?
When you register your test kit on True Marker.com, you will receive a notification if a specific time or information is necessary to collect your blood sample. This will include whether or not to collect your blood sample on an empty stomach.
How do I get more lancets?
If you need additional lancets contact our Customer Support at (888) 554-7740 or send us a message to firstname.lastname@example.org.
What happens if I don't have enough blood for the sample card?
If you have used both lancets and have not been able to fill the blood sample collection card, contact Customer support for additional lancets.
What do I do after my sample is collected?
Once you have collected your sample, allow the blood sample collection card to dry for up to 30 min before closing it. Put the card into the provided specimen bag and mail via USPS.
How do I return my sample to the lab?
You will be provided with a specimen bag for your sample collection. This bag will be mailed directly to our laboratory partner. Put the blood sample collection card into the specimen bag and mail via USPS.
When should I return my sample back to True Marker?
You should mail your sample to our laboratory partner as soon as possible to receive accurate test results and avoid delays with your test results.
When will my results be ready?
Your test results will be ready within 3 days of the lab receiving them. You will receive an email notification when the results are ready. You can also check your Order Status through your registered account via the website.
Will I be notified that my results are ready?
You will receive an email to the email address you provided notifying you that your test results will be ready. You can also check your Order Status through your registered account via the website.
How will I receive my results?
Once you receive an email notifying you that your test results are ready, you will log into your account on TrueMarker.com to view your test results.
Will the results be explained to me?
Your results will be given to you as a .pdf file which you can print out or email to your primary care provider. You can also contact our customer service team for further information.
Can I speak to someone about my results?
If you would like to discuss your test results in further detail, we recommend you forwarding any results to your primary care or other personal physician.
Do test kits expire?
All test kits must be registered at TrueMarker.com within 6 months. Unregistered test kits will expire after 3 months. Any samples delivered after these time frames will not be processed.
Can I give a test kit to someone else?
You can give your test kit to someone else as long as it has not been registered under your name. Once the test kit has been registered to a specific person, it cannot be changed.
How accurate are the True Marker test kits?
Our laboratory partner is CLIA-certified and CAP-accredited. The laboratory complies with all federal and state regulations regarding laboratory testing in addition to performing frequent internal quality checks and testing, as well as regular inspections and validation of the accuracy of their testing.
Should I share my test results with my doctor?
It is beneficial to share your test results with your doctor, however it is not required.
Does True Marker share my results with anyone?
No, True Marker does not share your information with any 3rd parties.