Payment is required along with the specimen. If the specimen arrives at the lab without the payment info provided on the test requisition form, testing will not start until payment has been received.
Accepted Forms of Payment:
Orders are billed as soon as possible once specimens arrive at the lab. Patients are responsible for submitting payment with their shipment. If payment is missing or unable to be processed, an invoice will be emailed to the patient. The invoice must be paid within 7 days of receipt.*
Test result turnaround time may be delayed because of payment issues.
* Specimens typically expire after this time but may expire sooner depending on the collection date. Specimen recollection will be required if payment is not received prior to expiration.
If a panel requires collection of multiple specimens and they will be shipped separately, all specimens must be received within 2 weeks of each other to receive the discounted panel price.*
Galaxy will bill the panel price upon receipt of the first specimen. If the remaining specimens are received after the 2-week window, the patient will be charged for the remaining amount due based on the individual assay prices.
* A 1-week extension will be granted if the patient or provider sends an email to [email protected] to notify Galaxy of the delay.
If a specimen is rejected for any reason, the provider will be notified, and a new testing kit will be sent automatically for specimen recollection. Testing will resume once Galaxy receives the new specimen.
Refunds are only provided under the following scenarios:
Orders may not be cancelled once the specimen has been shipped to Galaxy.
However, if a panel requires two specimens and only one has shipped, the test(s) related to the second specimen may be cancelled. In this case, Galaxy would test the specimen received and issue a refund related to the second specimen (refer to the Refund Policy for details).
The cancellation notice must be sent to [email protected] no later than 2 weeks from the date of the first shipment. After that date, cancellations are not accepted and no refunds will be issued.
