Frequently Asked Questions (FAQs)

FAQs – International Distributor Support

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To get started, email us with your name, company name, email address, phone number and county of origin at Please send the following documentation along with the email:
  • A copy of your degree, certification, and/or diploma(s)
  • Documentation showing your current status with the your country's regulatory body (i.e. Department of Health, Health Ministry, or similar)
If you would prefer, fax the documentation to us at 828-252-9303.
Yes. You will need a copy of the Manufacturer's Declaration. Please email us at so we can send you a copy.

Please keep in mind that as packages move through customs, they may randomly be searched and subjected to additional requirements for paperwork and documentation.
If a distributor is available in the patient's country, the patient may be able to work with them. 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 there isn't a distributor in the patient's country, we will send the kit directly to your office. You will then be responsible for providing the kit to the patient and the patient will arrange and pay for return shipment back to Genova.
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
For bank wires:
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.
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.
Yes. If there is an issue with your test, we will notify you using the contact information we have on file for you.
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
Please send an e-mail request for information to Tell us which country you live in and we will reply with a distributor you can contact in your area.
Please check with your distributor, if you are working with one. If not, please indicate which test you are taking and e-mail us at with questions. We will reply promptly with answers.
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 test kit. 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.
Please contact your clinician to obtain pricing for the test(s) you are interested in.

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 kit, 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 Our team is happy to help you!
If your question is not related to a specific STAR but is a general question related to testing, please contact us at
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