Frequently Asked Questions (FAQs)

FAQs – International Support

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To inquire about potential Distributor partnership, please email and provide your name, company name, email address, phone number and country of origin.
Yes. Please contact your local FedEx office or other International courier regarding the paperwork that will be required by customs in your territory. Additionally, 3 copies of the Commercial Invoice will be required in an accessible envelope on the outside of all shipments sent to the US for testing. Please be advised that Genova does not cover shipping expenses or any Duties/ Taxes associated with sent to the Lab for testing.
Please check to see if there is an International Distributor established in the country where the patient resides. Working with a local distributor is beneficial as they can provide support throughout the testing process and offer assistance with customs, shipping, currency, and specimen stability. If a Distributor is not established in the country, please send an email to with your Genova account number, the type of testing needed and the country in which the patient resides. Genova will then send additional details and the paperwork needed by Customs.
We accept Visa, MasterCard, American Express, Discover, wire payments, and checks which are drawn in U.S. funds. Please do not send cash.
For bank wires:
You can electronically wire a payment from your bank to us. We do not charge additional fees for wiring payments to us but do suggest you consult with your bank for wiring details, including any wiring fees they may charge. Genova Diagnostic does not assume responsibility for wire fees, including those assigned by an intermediary institution.
Please wire funds to the following U.S. bank:

  • BMO Harris Bank N.A.
  • 111 West Monroe Street
  • Chicago, IL 60603
  • (312)-293-4780

Wiring information for BMO Harris Bank is as follows:
  • Routing/ABA (Domestic wires) — 071000288
  • SWIFT Code (International) — HATRUS44
  • Master Account — 2648335
All checks and money orders must be submitted to the following address (only U.S. funds are accepted).

  • Genova Diagnostics Laboratory
  • Accounts Receivable Business Office
  • 63 Zillicoa Street
  • Asheville, NC 28801

Please send checks and money orders via an international courier service (FedEx, UPS, etc.) rather than regular mail.
Yes. By selecting this convenient payment option, you will never have to worry about sending payments in on time! To enroll, please contact us at and we’ll help you get set up.
Absolutely! Please be sure to place the check in an envelope addressed to Genova Diagnostics so it can be properly routed once received.
Yes. If there is an issue testing, we will notify the ordering clinician.
If there are issues with a test, turnaround time will begin once the issue has been resolved. Turnaround times for all tests can be found by product on
Genova has Distributors throughout the world; please review the International Distributor Map to determine if there is an established distributor in your country to support your testing needs.

International Distributors Map
If there is no distributor in your area, you can email International Client Services at We are happy to assist you.
If you are not working with a Distributor, please send an email to with the profile name in which you have interest and any specific questions you may have about shipping. We are happy to assist you.
Yes. Please email us at and we will send you a manifest form that needs to be filled out and returned with shipment.
Please refer to the shipping and handling flyer found in your specimen collection pack. If you need a copy of the flyer, please email us at and we'll send you one.
Yes. Simply email us at with the zip code where you are staying and we'll reply with a list of clinicians in your area who can order testing for you during your visit.
All account holders receive pricing from Genova Diagnostics. Should you have specific pricing questions please contact us at

FAQs – STAR (Specimen Triage and Recovery Program) Support Resource

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STAR is an acronym for "Specimen Triage and Recovery". A STAR is created when an issue arises in the lab related to a submitted specimen or test.
Upon receipt of each test specimen collection pack, the lab confirms that submitted specimens are viable and relevant health information recorded on the test requisition have been received. When an issue occurs related to a specimen or testing, a STAR ticket is created. You will be notified of any STARs created on your account and given the opportunity to provide missing information or address specimen-related issues.

The STAR ticket enumerates the problem(s) related to the specimen or test. Once the problem(s) related to the STAR is resolved, the test process can begin. Keep in mind, turnaround time begins on the date of STAR resolution and not on the date the STAR ticket has been created.
A specialized team within the Client Services department will contact you to obtain the information necessary to resolve the STAR.
There are a number of scenarios that can result in the creation of a STAR. Issues include, but are not limited to:
  • Missing patient's date of birth
  • Transit issues (if the specimen is damaged in transit)
  • Necessity for sample recollections
  • Missing date of collection
  • Discrepancies between the name on the test requisition and the name on the vial
While other issues may arise which could result in STAR creation, these are the most common.
A STARs team member will contact you via email, phone, or fax using the contact information provided on the test requisition.
Please email us at or you may call +1 828-210-7792. Our team is happy to help you!
A member of the STARs team will respond within 24-48 business hours.
As long as the resubmitted sample is received within six months of the date of the original collection, we will test the resubmitted sample free of charge. Resubmissions received after the six-month period are subject to charge.
If your question is not related to a specific STAR but is a general question related to testing, please contact us at