Frequently asked questions
That we hope can help answer yours.
About
Who are Eugene?
Who are Eugene?
Made up of clinician, technologists, developers and operation leads, we believe in empowering healthcare decisions for all people. We are improving health outcomes for all peoples with compassionate healthcare and accessible technology.
We offer at home genetic tests to help people make smarter health choices at various stages of their life.
With all-inclusive clinical genetic services offering access to genetic testing and genetic counselling, we believe that everyone, everywhere ought to have access to genetic specialists and world- leading technology to empower and inform healthcare decision making.
What services do you provide?
What services do you provide?
We offer end-to-end genetic testing for carrier screeningand give you three options to choose from - our Core test (3 conditions),the Couples test(620+ conditions) and the Comprehensive test (780+ conditions). We also provide cancer risk testing, cardiac health testing and a combined preventive health test.
Our service includes pre and post-test genetic counselling, information that is accessible and available when you want it, and tertiary referral service when required.
How does eugene choose what tests to offer?
How does eugene choose what tests to offer?
All of our clinical services are chosen based on our values of empowering every human with relevant and actionable personalised healthcare information.
We only work with labs that have International certification. That means that you can trust that the technology, the interpretation and the privacy policies are all above board.
All our tests are clinically actionable, which means the results of your test will be recognised as medically significant by doctors and other genetic clinics.
Why would I choose Eugene to be part of my carrier screening journey?
Why would I choose Eugene to be part of my carrier screening journey?
Having supported over 12,000 members and +500 Doctors, we've learnt a lot about what matters to you, so- Eugene is simple - we offer an all-inclusive service all from the comfort and safety of your home. Testing, genetic counselling and of course shipping and handling are included.Eugene is inclusive and the results are actionable - We screen over 780 genetic conditions that are relevant to people of all ethnic backgrounds and use the latest technology to ensure the highest sensitivity of results - which means you get the action-focussed answers to help you make informed healthcare choices. We've developed lots of helpful information to support you to learn at your own pace and the first version of our app can help you keep track of your journey too. We know how important your personal health information and genetic data are - so we've built our own security systems to ensure it stays private! We take the time to listen to your story so that we can support you and your individual needs while giving you access to the best technology on your terms.
What is a genetic counsellor?
What is a genetic counsellor?
Genetic counsellors guide people in making important decisions about how genetics influences their health. They are not doctors but are genetic specialists that are trained to identify, explore and explain genetic risk. They can help you be practically and emotionally prepared to make empowered choices that feel right for you.
My eugene journey
What if I don’t know my family history / medical history?
What if I don’t know my family history / medical history?
While knowing information about you and your family's medical health history is important, we also know that when it comes to recessive genetic conditions, most people have no family history of serious, inherited genetic conditions - so don't worry too much if you don't know everything about your medical or family history.
Do I need to be referred by a doctor?
Do I need to be referred by a doctor?
Our members can be self-referred or have a referral from a healthcare practitioner.
If you have been referred by a healthcare practitioner, there is a ‘referring doctor’ field that you can fill in to let us know that you’d like us to share your results with them.
If you are self-referred or have another practitioner that you’d like your results to be shared with, you are welcome to add their details there too.
How do I purchase a kit?
How do I purchase a kit?
Everything at eugene happens online so you can do it all from home. Simply decide which test is right for you and we’ll mail your kits to you within 2-business days. All other steps are accessible online via our member portal and we'll also send you emails with instructions as you go.
Want to learn more?
Click here for more information and to purchase our pre-pregnancy carrier screening kit
Click here for more information and to purchase our cancer risk kit
Click here for more information and purchase our heart health screening kit
Click here for more information and purchase our preventive health test
Is the eugene saliva-sample based testing as accurate as a blood test?
Is the eugene saliva-sample based testing as accurate as a blood test?
Both saliva, buccal swabs* and blood contain our cells, which in turn, contains our DNA. These sample types are seen to be excellent options for DNA/genetic testing - we have gone with saliva and buccal swabs* to make testing more accessible and easier to provide. Of course, as with any test, there is a small chance of sample failure, in which recollections are offered free of charge.
For most of the conditions screened for on the Eugene carrier screen, there is a >99% detection rate. Ethnicity and how common these conditions are may influence the detection rate. More information about this can be found here.
Eugene works with internationally accredited diagnostic laboratories. That means that you and your doctor can use these results to make important and informed medical choices.
While our test has approximately a 99% accuracy rate, no genetic test is ever going to be 100% precise — that’s just how the science works!
This means that, if someone is identified as not being a carrier of a condition, there is still a very small chance that they may still be a carrier. This is called the residual risk.
*Buccal swabs are the DNA collection method for the Core test, for all other tests we collect a saliva sample.
What is the Eugene turnaround time?
What is the Eugene turnaround time?
From the moment we receive your samples back, our turn around time is approximately:
Core Carrier: Results ready within 4 weeks
Comprehensive: Results ready within 4 weeks
Couples Carrier (Medicare): Results in 6 - 8 weeks
All other tests: 4-6 weeks
Tests cannot be expedited and the turn-around time is subject to the performance of each sample at the lab. While some samples provide results after one attempt, others require multiple attempts. In a small number of cases, samples may fail and a new sample will be required. In this instance, the turn-around time will be as informed above from the moment we receive the new sample.
If you are doing this test with a reproductive partner, we need both results to be ready to prepare your couples report.
Once your results are available, we will send you an SMS inviting you to book an online video consult with one of our genetic counsellors to discuss your results.
Is genetic testing limited to people of specific ethnicities?
Is genetic testing limited to people of specific ethnicities?
Here at eugene, genetic diversity is at our very core and we will work with you to ensure wherever you are from or whatever community you associate with, that we cover the bases and make testing as tailored to you as possible.
For example, our Carrier Test includes everything in the 3 gene test and more. By using a wider panel we identify nearly 90% more couples who are at risk and cover conditions more common in our ethnically diverse community.
I have more questions and want to book in a chat with a eugene genetic counsellor?
I have more questions and want to book in a chat with a eugene genetic counsellor?
Sure, you can book a timehere
How does Eugene work?
How does Eugene work?
Order online and provide your sample in your own time
Purchase the relevant test for you and we’ll ship it straight to your address within 2 business days. Once you receive your kit(s), follow the instructions to provide your saliva sample.
To return your Core Carrier test: return your sample in any red Australia Post box if you selected free standard shipping, or in any yellow box if you paid for express shipping. Alternatively, you can take your sample to your local Post Office.
For all other tests: return your sample in any yellow Australia Post box. Alternatively, you can take your sample to your local Post Office.
Medicare Rebate
How do I claim a Medicare rebate for Core Carrier test?
How do I claim a Medicare rebate for Core Carrier test?
If you meet the eligibility criteria, select the “bulk-bill” Core Carrier test option, in which case no upfront payment is required. However, if it is later determined that you do not meet the criteria, an invoice for the full test cost will be issued, which must be paid before the test can be conducted.
After the purchase of the bulk-bill Core Carrier Test is complete, you will be required to provide your Medicare card in your Eugene onboarding journey. The onboarding journey steps will be sent to you via email and can also be accessed by logging into your account.
Can I get a Medicare rebate for a genetic testing?
Can I get a Medicare rebate for a genetic testing?
Yes, as of 1st November 2023 Medicare will provide coverage for the Core Carrier Test only, designed to screen for cystic fibrosis (CF), spinal muscular atrophy (SMA), and fragile X syndrome (FXS). This test is available once in a lifetime and is billed directly through Medicare. A rebate of up to $400 will be available to offset the associated costs.
To qualify for the Medicare rebate, the following eligibility criteria must be met:
- Valid & current Medicare number
- Chromosomally female
- Pregnant or planning a pregnancy
- Australian citizen or permanent resident
- No previous benefit for this test
- Our registered medical practitioners determine if test is right for you
All other genetic tests available on eugenelabs.com, excluding the Core Carrier Test, are not currently eligible for a Medicare rebate.
Do I need a doctors referral to claim a Medicare rebate?
Do I need a doctors referral to claim a Medicare rebate?
No doctor referrals from your local practitioner are needed to checkout with the bulk-billed Core Carrier Test- we take care of that for you.
Can I combine discounts or gift vouchers when claiming the Medicare rebate at checkout?
Can I combine discounts or gift vouchers when claiming the Medicare rebate at checkout?
No discounts are not applicable to the Core Carrier Test, and Eugene gift vouchers cannot be used as a payment method for this specific test.
My sample
How do I provide my sample?
How do I provide my sample?
To determine your genetic sequence, the genetic lab needs white blood cells that are found naturally in your saliva. These cells contain your DNA, which will be used for genetic testing. Eugene will send you a saliva sample collection kit to your allocated address. Once you receive your kit, follow the instructions inside to submit your sample.
Please keep the following in mind:
- Before providing your sample, do not drink (even water) for 30 minutes
- Collecting saliva too soon after drinking anything, including water, dilutes your saliva and reduces the amount of DNA.
- Before providing your sample, do not eat, smoke, or chew gum for 30 minutes. In addition to diluting your sample, you could be introducing non-human DNA to your sample.
- After providing your sample, make sure that the liquid saliva reaches the “Fill to” line; any bubbles should be above the line. This will ensure that enough saliva is collected.
It’s easier to collect large amounts of saliva in the mouth before spitting (rather than spitting small amounts more often). It takes most people 2 to 5 minutes to provide a saliva sample. If you’re still having trouble, try:
- Closing your mouth and wiggling your tongue
- Gently rubbing the outside of your cheeks, just behind your back teeth
- Making chewing motions with your mouthSmelling or imagining smelling sour foods such as lemons
- Thinking about your favourite food
If you’re undergoing medical treatment that reduces your white blood cell count (such as chemotherapy), it’s best to wait until your white blood cell count has returned to normal before providing a saliva sample. If you have any questions, please do reach out to our genetic counsellor team at counsellors@eugenelabs.com
How do I label and register my sample?
How do I label and register my sample?
For the latest Eugene labelling and registration guidelines, please log into your member portal and follow the steps.
How do I return my sample to eugene?
How do I return my sample to eugene?
Depending on where you are, there are different steps to returning your sample. For Australian members, you will receive a return sticker on the back of one of your inner boxes. Once you have provided your sample, please place it in the plastic bag provided and into the return-labelled box.
To return your Core Carrier test: return your sample in any red Australia Post box if you selected standard shipping, or in any yellow box if you paid for express shipping. Alternatively, you can take your sample to your local Post Office.
For all other tests: return your sample in any yellow Australia Post box. Alternatively, you can take your sample to your local Post Office.
For members in New Zealand, we will send you a bag with the return label and shipping documents from an international freight company. Alternatively, you can contact us at hello@eugenelabs.com.
My results
How can I share my results with my healthcare practitioner?
How can I share my results with my healthcare practitioner?
While Eugene genetic tests do not require a doctor referral, we are all about open and clear communication and we are always happy to send your results and action plans to your specified doctor. You will have the opportunity to add your doctor's details throughout your journey of genetic testing.
You will need to provide consent to sharing any of your private health information with anyone other than yourself, so we rely on you to include details of any members of your care team.
What does it mean if no mutations are found in my results?
What does it mean if no mutations are found in my results?
It is important to understand that there are limitations in genetic testing technology. No genetic test is able to translate and interpret all genetic information. A result where no variants are found does not entirely eliminate the chance of a person carrying a variant that may have personal or reproductive implications. Instead, a ‘no variants found’ or ‘negative’ result means that they have a reduced chance of carrying a variant in the tested genes. For example, in the case of an extended carrier screening result with no variants, it is still possible to have a child with a genetic condition, however, the risk is significantly reduced below the population risk statistics.
How do I receive my results?
How do I receive my results?
We will send you an SMS notification to let you know when your results are available, with a link to schedule a video chat call with your genetic counsellor. During this call, we discuss results, what they mean, how they may be used to inform your future health care, and how you can share these results.
Once you have had your call, we will email a copy of your reports, which you will be able to access whenever it feels right. We can also send a copy across to any doctors that might need to know of your results.
We know that your genetic results are also important to share with blood relatives and so we help you do this by creating a de-identified risk report email template that you can share with your family.
Does my partner need to join for the results appointment?
Does my partner need to join for the results appointment?
If you've had couples carrier testing, it's important that you and your partner are both available for the appointment. We have after-hours appointments available. If you are still unable to attend together, please let us know prior to the appointment so that we can reschedule.
How can I prepare for my results?
How can I prepare for my results?
Before making the decision to go ahead with genetic carrier screening, it is important to ask yourself the question “What will the results mean for me/us and what would I do if my partner and I were found to be carriers of the same condition?”
This would only happen to 2-3% of couples, but it’s something to think about. It isn’t something that can necessarily be answered overnight, and might take some time. We recommend that you and your partner find 15-30 minutes of no-technology, no-distraction time to discuss this important question.
Important things to remember:
- If you and your partner are both found to be carriers, there is a 1 in 4 (25%) chance that you will have an affected child.
- You have options available to you to help reduce the risk of having a child affected by one of these conditions.
- You also will be able to gain support if you choose not to test for these risks during pregnancy, knowing who can support you is equally as important.
- Your results may be important to share with other members of your family who are also family planning – this is most relevant to blood relatives like your siblings and first cousins who are also more likely to be carriers.
If I carry a genetic condition, what does that mean for my siblings, parents and children?
If I carry a genetic condition, what does that mean for my siblings, parents and children?
Genetic carrier screening is not designed to diagnose you with a genetic condition. Rather, the purpose of this test is to predict the risk of having a child with an X-linked or autosomal recessive condition based on your and your partner's result in combination.
It’s also important to remember that we share half of our genetic information with our parents, full siblings and children. It can be worthwhile thinking about if you would share your results with your family before having testing because everyone has different tolerances and preferences for learning information. You might be surprised by a family member who would prefer not to know something you feel is important to share. At other times, you may learn something about yourself or your family that you would prefer to keep private. You may find yourself having to weigh sharing such information with other family members against your own desire for privacy - or their desire not to know.
We know these conversations can be tricky, and that’s why we’ve created an email you can forward to your family to make starting that conversation a little easier. Ask your genetic counsellor how Eugene can help talk about genetic results in the family.
What does it mean if I am pregnant and we find out that both myself and my partner are carriers of the same condition?
What does it mean if I am pregnant and we find out that both myself and my partner are carriers of the same condition?
Most couples find out that they do not carry the same genetic conditions as their partner. About 1 in 40 people find out that they have an increased likelihood of having a child with a genetic condition. In this case, there would be a 25% chance that they could have a child affected by the condition. Having this knowledge before or early in pregnancy opens up your options.
For example, in pre-pregnancy, some couples may consider using donors or IVF technologies to conceive. If you are already pregnant, there may be the option of testing a pregnancy to see if the baby has inherited the associated genetic condition. Some couples may choose to not test before or during pregnancy, and instead use the knowledge of their carrier status to prepare for the birth of their child.
What happens if my cancer risk results may impact my or my family’s health?
What happens if my cancer risk results may impact my or my family’s health?
People with a genetic predisposition to cancer only account for a small number of cancer diagnoses, even if there is a family history. So, while there is an increased risk, it does not mean that you will develop cancer in your lifetime.
While this result is not a comprehensive tool to understand your relative's health in relation to cancer,we recommend thinking about sharing your result with your family so they can choose to be proactive about their health too.
During your results appointment, one of our genetic counsellors will provide personalised recommendations and avenues for support.
What happens if my heart health results may impact my or my family’s health?
What happens if my heart health results may impact my or my family’s health?
Genetics is only one part of the heart health puzzle. Factors such as your environment and lifestyle may reduce your risk of developing a condition. So, while there is an increased risk, it does not mean that you will develop a cardiac-related condition in your lifetime.
While this result is not a comprehensive tool to understand your relative's heart health and associated risks, we recommend thinking about sharing your result with your family so they can choose to be proactive about their health too.
During your results appointment, one of our genetic counsellors will provide personalised recommendations and avenues for support.
Shipping
What countries do you ship to?
What countries do you ship to?
We are trying to make genetic testing more accessible for everyone - no matter where in the world you might be. In saying that, we are still growing and expanding our international reach.
At this time, we service the following countries:
- Australia
- New Zealand
If you live outside of the above countries, please be in touch hello@eugenelabs.com for the possibility if we can help you with a eugene test.
How do I return my sample?
How do I return my sample?
To return your Core Carrier test: return your sample in any red Australia Post box if you selected free standard shipping, or in any yellow box if you paid for express shipping. Alternatively, you can take your sample to your local Post Office.
For all other tests: return your sample in any yellow Australia Post box. Alternatively, you can take your sample to your local Post Office.
For members in New Zealand, we will send you a bag with the return label and shipping documents from an international freight company. Alternatively, you can contact us at hello@eugenelabs.com.
How long does it take to receive my kit?
How long does it take to receive my kit?
Our shipping times are determined by the third-party courier services we use. We ship within 2 business days from the moment you place your order.
Standard service: 2-4 business days
Express service: up to 2 business days
New Zealand: up to a week
All delivery times are subject to our third-party courier services operations.
For more information, please contact us at hello@eugenelabs.com.
Can I ship kits to two addresses?
Can I ship kits to two addresses?
Yes, you can! There is an option at checkout to purchase a second shipping address when ordering an individual and donor kit. Once you have done this, you can contact us athello@eugenelabs.comto let us know your shipping details and your order number.
My kit hasn’t arrived yet: how can I track it’s location?
My kit hasn’t arrived yet: how can I track it’s location?
Sample collection kits are sent out from our Melbourne-based office on Mondays, Wednesdays and Fridays.
Once your order has left our office, you will receive a notification with your tracking details. If you have not received your kits within one week, please let us know.
Payment & Refunds
Are any eugene tests covered by private health insurance?
Are any eugene tests covered by private health insurance?
Unfortunately, our tests are not covered by private health insurance. As we provide an at-home test that doesn’t require an office visit, and we cannot currently accept payment from insurance providers.
If you have a family history of a specific genetic condition please disclose this to your genetic counsellor as there may be funding available to you.
What payment methods can I choose from?
What payment methods can I choose from?
We offer payment via ShopPay, PayPal, GPay, Credit Card, AfterPay and ZipPay.
If you would like to partially pay now and spread payments over several payments, we offer:
- PayPal pay in 4: this divides the purchase cost into 4 equal payments
- ZipPay: this allows for as little as $40/month
- AfterPay: this divides the purchase cost into 4 equal payments
ShopPay, PayPal and GPay are accessible via our Express Checkout.
To pay via Credit Card, AfterPay or ZipPay you will need to choose the standard checkout option by filling in your contact information and shipping address via Checkout then choosing your payment method.
What is Eugene's refund policy?
What is Eugene's refund policy?
Eugene’s refund policy can be read here
Should you have any questions, please contact us at hello@eugenelabs.com
Troubleshooting
I am having trouble logging in. What should I do?
I am having trouble logging in. What should I do?
If you are having trouble logging in to our member portal, please contact us and share your name, the email address you used to register your account, and the issue you are having.
I forgot my password. What should I do?
I forgot my password. What should I do?
To limit the need for remembering yet another password, we use magic login’s instead. This means, if you head our member portal and log in using your email address, you will receive an email with a one-time-use password to log in to our member portal. Please ensure that you enter your email as you wrote it when you first registered.
How can I update my family history?
How can I update my family history?
How can I update my family history?
You can update your family history via the Eugene Portal.
Simply follow the below steps to make any amendments to your family history:
Step 1 - Log in to your member portal
Step 2 - In the Dashboard, click on ‘Family History’
Step 3 - On the ‘Family History’ page, click ‘Edit’
Step 4 - Update your family history with your changes
Step 5 - Click ‘Save’
My partner did not receive their invitation link. What should we do?
My partner did not receive their invitation link. What should we do?
Sometimes our partner invitation email goes to Spam. If it is not there, please share the login link with your partner and have them log in using the same email address of theirs that you shared with us.
If you are still struggling, please contact us and include your partner’s name, mobile number and email address.
