Welcome to PictoGene Customer Support
  • How does it work?

    To start, please browse our website and order a test(s) of your choice or interpretation of your available DNA data file. For the laboratory test, you receive a saliva collection kit that you will use to collect your saliva, following the instructions provided with the kit. Then, you mail your collected sample back to us. At an accredited laboratory, your saliva sample undergoes DNA extraction and genotyping, following by DNA data file generation.

    Finally, data computation algorithms will interpret your DNA data file and your results transferred to your secure, personal account, where you can access your interpretation results and DNA data file.

    The DNA data interpretation service requires only data computation - no laboratory work needed.

  • Who can use a PictoGene DNA analysis?
    Anybody who is at least 18 years old and lawfully able to use the personal genetic testing service under the laws where she/he resides can use a PictoGene DNA analysis. Of note, we cannot recommend the genetic test to people who have undergone a bone marrow transplant, as their sample may contain DNA from their donors.
  • How is sample collection done?
    PictoGene DNA testing requires a saliva sample. On completion of the online purchase and subject to the payment of applicable shipping fees, we will provide you with a sample collection kit. The sample collection kit includes a transportation tube, preservative and instructions.
  • For how long and at what temperature can a saliva sample be stored before processing?
    Although the saliva sample is well preserved for a long time by adding a preservative from your kit, we recommend shipping the sample(s) within 40 days following the collection date. The collected sample(s) can be stored at ambient temperatures without any significant degradation of your DNA for up to two years.
  • What is the turnaround time for DNA analysis?
    The routine turnaround time for DNA analysis is under 20 business days from the date that the sample arrives at BioMD Genetics. As with any biological procedure, some exceptions may occur. Our top priority is to ensure the highest quality DNA analysis; therefore, the 20-business day turnaround cannot be guaranteed if an exception is encountered. We will not, under any circumstances, sacrifice the quality of the DNA analysis in order to speed up the turnaround time.
  • How does DNA genotyping work?
    We receive the sample with a barcode linked to the user and then complete DNA extraction and genotyping to generate a DNA data file. The DNA next-generation genotyping is performed using industry-leading Illumina equipment, including its advanced microarray solutions with customized chips to read your DNA (http://www.illumina.com/).
  • What happens to my biomaterial after the test?
    We will not return the remaining sample to you. All biomaterials are destroyed within 3 months upon completion of the analysis unless otherwise explicitly agreed upon between you and BioMD Genetics in writing.
  • What is a DNA data file?
    A DNA data file is a digital file containing information about your personal DNA, a long polymer in the form of nucleic acids that carry genetic information.
  • What is the turnaround time for DNA data interpretation?
    The routine turnaround time for DNA data interpretation is under 24 hours; some rare exceptions may occur.
  • Can I reinterpret my DNA data in the future?
    We perform interpretation of DNA data generated through genotyping or directly transmitted by the user. The interpretation is based on the current information of human genetics science. As human genetics knowledge advances and new discoveries are made, the interpretation of results may change. It is possible that re-interpretation of results could lead to new information about potential predispositions or medical conditions. Such re-interpretation could be requested by our users and may involve additional costs.
  • Is my DNA analysis a medical test?
    No. Your results are for informational and educational use only. We do not provide professional advice, whether medical, legal or otherwise. The provided information is not intended for any diagnostic purpose and is not a substitute for professional medical advice. You are fully responsible for any consequences resulting from your use of your DNA data and its interpretation done by BioMD Genetics.
  • Is my DNA analysis invasive or experimental?
    None of the procedures used in relation to the performance of your analysis is considered invasive or experimental.
  • Can I get a follow up consultation?
    If you are unsure of what your results mean, or feel uncomfortable about certain results, you can schedule a follow- up consultation with a professional in the industry. This can be done through an online order.
  • What will I get when I purchase a PictoGene DNA analysis?
    The PictoGene DNA analysis includes one report of your choice, your saliva collecting kit and access to your DNA raw data file, which you can use for further interpretations.
  • Can I purchase several reports?
    Yes. In fact, you need to order only one analysis to generate your DNA data file that includes one interpretation report. We generate any other report using the same DNA data file and you would need to pay only for interpretation. You can purchase additional report(s) at the time of your initial purchase, or in your personal account afterwards. If you already have a DNA data file, your additional report will be available to you within 24 hours after purchase.
  • Is online purchase and data transfer secure at this website?
    To ensure secure transactions, our site uses the Secure Sockets Layer (SSL) protocol, which encrypts any information you send us electronically. With this system, you can enter your credit card number, delivery and billing information safely through the secure server. The encryption process protects the information by scrambling it before it is sent to us from your computer.
    The process of encryption prevents unauthorized individuals from viewing your information as it is securely transmitted over the Internet. Even with the very best protection policies and safeguard procedures in place, there is always the remote possibility of fraud. If you believe unauthorized use of your credit information has occurred, follow the reporting procedures defined by your credit card's issuing bank and contact us immediately.
  • What payment options are available?
    Our online store accepts payments by Visa, MasterCard, Visa Debit, MasterCard Debit, Maestro and American Express. We do not accept any other forms of online payment options and the entire amount of your purchase, including taxes and shipping fees when applicable, must be covered by a single payment. We must warn you that, unless you are an authorized B2B client, the resale of our kits is prohibited, and kits purchased on any external website, such as Amazon, eBay, Craigslist, or others, may not be functional or authentic.
  • What address should I provide for my kit delivery?
    We will only ship sample collection kits to the credit card billing address. Although this may present a slight inconvenience in some situations, it has proven successful in eliminating both unauthorized use of credit cards and incorrect delivery addresses. Additional samples may be needed if the sample is damaged in shipment or inaccurately submitted.
  • What address should I use to send in my sample?
    Please use the following address:
    BioMD Genetics Inc,
    5th floor, 1275 Avenue des Canadiens-de-Montréal, Montréal QC, H3B 5E8, Canada
  • What courier service should I use to send in my sample and who pays for sample delivery?
    It is at your sole discretion to decide which provider to use for the shipping collected saliva sample(s) back to BioMD Genetics. We do not cover the costs of a sample delivery to BioMD Genetics.
  • What if my sample is non-compliant?
    Although we make all commercially reasonable efforts to ensure the appropriate sample collection process, there is a possibility of receiving a non-compliant sample from our users. If we notice that the sample is obviously non-compliant, we will attempt to notify you (via e-mail) and ask whether you would like to recollect the sample, subject to an additional $50 charge per sample if a resample is required. If we do not receive a response from you within 10 business days after the notification e-mail is sent, we will refund the service fee, deducting the cost of collection kits, shipping and DNA extraction, but not more than 30% of the total fee. Once the DNA has been extracted and analysis (DNA genotyping) begins, the procedure is absolutely non-refundable - regardless of the DNA genotyping results. Despite established standards for the DNA genotyping, a small fraction of processed DNA data may not be accurate or suitable for interpretation.
  • Do I have access to my registration information?
    You have direct online access to review, update and correct your personal profile at any time. We will not modify, copy, distribute, transmit, license, sell or redistribute any of your registration information.
  • Is my DNA data safe?
    Although we cannot provide a 100% guarantee that the data will be safe in the event of a security breach, we have procedures in place to minimize the possibility of a breach. One of these procedures is separation of DNA data and personal information while storing your data.
  • How can I access my report(s) and DNA data file?
    On completion of the online registration and authentication process, and subject to your applicable service fees, if any, we will provide you with a personal account. The results are confidential and will only be reported to you through your online private account. The interpretation results will be delivered as a report(s), which can be viewed online or downloaded as secure pdf files. All other means of delivery must be explicitly requested by you. The DNA data file can be downloaded as a digital file from your account.
  • Is my privacy protected?
    Our privacy and security policies meet the requirements of all applicable laws, rules and regulations. Privacy legislation requires organizations to have such policies in place that demonstrate the strong, commonly accepted privacy standards that the public expects. These policies are generally based on the Canadian Standards Association’s Code for the Protection of Personal Information (CAN/CSA-Q830-96). We incorporate these principles into BioMD Genetics’s business practices. Please refer to the Privacy Statement available at the website.
  • Is my data used for research?
    By default, our users do not participate in research and we do not use or share your personal information and genetic information outside the needs of performing, delivering and improving the services. The only exception is when a user decides and explicitly agrees to participate in the research by signing a separate agreement called “Informed Consent Form.” However, you may independently decide to disclose received genetic information to friends and/or family members, doctors, health care professionals, or other individuals outside our service.
Thank you for purchasing your genetic test or genetic data interpretation through PictoGene!