Question 1

What is CareNexa, in simple terms?

Accepted Answer

We make at-home DNA test kits that turn your genetics into easy guidance for eating, moving, sleeping, and feeling better. You activate the kit, collect a small saliva or cheek-swab sample at home, mail it back, and view your results in a secure online account.

Question 2

Which tests do you offer now?

Accepted Answer

• Methylation DNA Test (cheek swab): Looks at genes that influence folate and B-vitamin use, homocysteine, neurotransmitters, detox, hormone balance, and DNA repair.

• Fitness + Nutrition DNA Test (cheek swab): looks at traits related to muscle power or endurance, injury risk and recovery, response to carbs and fats, appetite and taste, caffeine and alcohol response, and vitamin needs.

Question 3

Are these medical tests or wellness tests?

Accepted Answer

They are wellness tests. They are not intended to diagnose, treat, cure, or prevent any disease. Use them to personalize healthy habits and talk with your clinician about any medical questions.

Question 4

What makes CareNexa different?

Accepted Answer

• CAP-accredited and CLIA-certified labs with a strong commitment to quality, privacy, and security.
• Clear, plain-English guidance.
• An AI helper to explain results and suggest next steps.
• Option to speak with a certified genetics counselor if you need to.

Question 5

Are you HIPAA compliant?

Accepted Answer

Yes. CareNexa follows HIPAA requirements for protecting health information, which includes:
• Minimum Necessary: we only use the information needed to run your test and deliver results.
• Access Controls: Role-based access; accounts are password-protected and may require multi-factor sign-in.
• Encryption: your data is encrypted in transit and at rest.
• Audit and Monitoring: Activities in systems that hold protected health information are logged and monitored.
• Vendor Protections: Our labs and qualified service partners operate under required agreements and follow HIPAA regulations.
• Breach Procedures: We maintain incident response and notification procedures consistent with HIPAA.

Question 6

What personal data do you collect?

Accepted Answer

Account details (like name and email), kit ID, and your genetic test data. If you contact Customer Service, we may also collect the information you share to help resolve your issue.

Question 7

Who can see my results?

Accepted Answer

Only you, and anyone you choose to share them with. We do not share your identifiable results without your permission unless required by law.

Question 8

Can I delete my account and data?

Accepted Answer

Yes. You can request account deletion. Some lab records may need to be retained for a period required by law, but your portal access and consumer account can be removed on request.

Question 9

Do you sell my data?

Accepted Answer

No. We do not sell your identifiable information. Any optional use of de-identified data would follow strict privacy rules and your choices.

Question 10

Where do I buy a kit?

Accepted Answer

You can buy directly from our store or approved channels. After your kit arrives, you'll activate it in your personal online account.

Question 11

How much is a kit?

Accepted Answer

Please visist each product page for the most current pricing inforamtion. The price includes costs for the kit, shipping to you and back to the lab, as well as running the test and producing results to share with you through our online portal.

Question 12

Can I buy for someone else?

Accepted Answer

Yes, but the person taking the test should activate the kit in their own account so their privacy is protected and results go only to them.

Question 13

Do you accept FSA/HSA? Insurance?

Accepted Answer

Insurance typically does not cover wellness DNA testing. Some FSA/HSA plans allow reimbursement, and we recommend that you check your plan.

Question 14

Do you offer group or bulk orders?

Accepted Answer

Yes. We support employers, gyms, teams, and clinics with bulk fulfillment and private member activation. Please contact Customer Service with any bulk order requests.

Question 15

How do I create an account?

Accepted Answer

Go to the Account area of CareNexa.health and sign up with your email and password. Multi-factor authentication may be required.

Question 16

How do I activate my kit?

Accepted Answer

Select “Activate Your Kit,” enter the Kit ID and Activation Code printed on your kit, confirm your details, and submit. You'll then see the kit in your account dashboard.

Question 17

I bought my kit from a marketplace. Can I still activate?

Accepted Answer

Yes. Activate the kit using your Kit ID and create or sign in to your account.

Question 18

I can't find my Kit ID.

Accepted Answer

Check the insert or the kit label. If it's missing, contact Customer Service with your order information.

Question 19

What sample do I provide?

Accepted Answer

• Methylation: cheek swab.
• Fitness + Nutrition: cheek swab.

Question 20

How do I prepare for collection?

Accepted Answer

For cheek swab collection:
• Do not eat, drink, chew gum, smoke, brush teeth, or use mouthwash for about one hour before collecting.
• Remove dentures if you wear them.
• Stay hydrated earlier in the day.

Question 21

How do I collect correctly?

Accepted Answer

Follow the step-by-step insert included with your kit. Make sure to seal the specimen envelope tightly.

Question 22

What if I mess up the collection?

Accepted Answer

If you think the lab cannot process it (for example, the cap wasn't sealed), contact Customer Service. If the lab reports a failure, we'll send a replacement kit at no additional charge.

Question 23

Will supplements or diet change my DNA result?

Accepted Answer

No. DNA does not change. (If you ever do clinical blood testing with your clinician, those markers can change with diet or medication; our kits are DNA-based.)

Question 24

Is return shipping included?

Accepted Answer

Yes. Your kit includes a prepaid mailer and step-by-step instructions.

Question 25

How do I ship my specimen?

Accepted Answer

Place the sealed specimen envelope into the prepaid mailer and drop it off with the carrier on the label the same day you collected your specimen.

Question 26

How do I track my specimen and results?

Accepted Answer

Sign in to your account to track the status of your order, such as Collected, In Lab, and Results Ready. If you turn on notifications, you'll also receive updates by email or text.

Question 27

How long do results take?

Accepted Answer

Timing depends on shipping and lab volume, but results are generally ready 14–21 days after the lab receives the specimen. You'll be notified as soon as your results are ready.

Question 28

What will my report look like?

Accepted Answer

A clear summary with easy explanations and a section called Personalized Guidance. That section gives practical ideas for food choices, lifestyle habits, and training approaches based on your genetics.

Question 29

What does the Methylation report cover?

Accepted Answer

Key genes involved in folate and B-vitamin use, homocysteine handling, neurotransmitters, detox, hormone balance, DNA repair, and energy. Examples include MTHFR, COMT, VDR, and others.

Question 30

What does the Fitness + Nutrition report cover?

Accepted Answer

Muscle performance traits (for power or endurance), injury risk and recovery, response to carbs and fats, appetite and taste, caffeine and alcohol response, and vitamin needs.

Question 31

Can I download or share my results?

Accepted Answer

Yes. You can export a PDF and share it with your coach, trainer, nutritionist, or clinician.

Question 32

Do you give supplement dosages?

Accepted Answer

We give supportive themes and forms to discuss with your clinician. We avoid medical dosing in a consumer report.

Question 33

Does a gene result guarantee an outcome?

Accepted Answer

No. Genes are a starting point. Your daily choices, including food, movement, sleep, stress, and environment, have a major impact. Use your report to choose habits that fit your biology.

Question 34

What if I feel overstimulated on methylated B-vitamins?

Accepted Answer

Some people are sensitive to methylated supplements. If you feel anxious, wired, or have trouble sleeping, stop and talk with your clinician. They may suggest different forms or timing.

Question 35

If my genetics look power-leaning, how should I train?

Accepted Answer

Include some higher-intensity, shorter sessions with smart recovery, and keep a base of endurance work for heart and joint health. Adjust based on how you feel and perform.

Question 36

How do I match carbs and fats to my genetics?

Accepted Answer

Use the report's starting point and track your energy, mood, and workout performance for a few weeks. Adjust slowly until you feel and perform your best.

Question 37

Are there age limits?

Accepted Answer

Kits are intended for adults. A parent or guardian must activate and consent for minors, and local regulations may apply.

Question 38

What if I am pregnant or breastfeeding?

Accepted Answer

DNA testing is okay, but always discuss supplement or training changes with your clinician.

Question 39

Do medications or birth control affect my DNA results?

Accepted Answer

They do not change your DNA results. If you undergo clinical blood testing with your clinician, medications can influence those results; your clinician will guide timing.

Question 40

Can I return a kit?

Accepted Answer

Unopened kits are generally not returnable. Opened or activated kits typically cannot be returned because they require special handling. Check our Terms of Use and Privacy Policy at the time of purchase.

Question 41

What if my sample fails at the lab?

Accepted Answer

We will send you a replacement kit at no additional charge and help you succeed on the second try.

Question 42

How do I get help fast?

Accepted Answer

Sign into your CareNexa account and visit our Support page or contact Customer Service. Include your Kit ID and order email address to speed things up.

Question 43

Do I control who sees my data?

Accepted Answer

Yes. You control sharing. We do not share your identifiable results without your permission unless required by law.

Question 44

Do you use my data for research?

Accepted Answer

Any optional research use would be de-identified and subject to your consent choices. You can say yes or no.

Question 45

Can I withdraw consent?

Accepted Answer

Yes. You may change your choices at any time. Some completed lab processing and legally required records cannot be undone, but future use can be stopped.

Question 46

Do you support group onboarding?

Accepted Answer

Yes. We can bulk-ship kits to a location or directly to members, with private activation by each person.

Question 47

How do teams or clinics view results?

Accepted Answer

The individual owns their account. Sharing with a coach, trainer, or clinician is up to the individual.

Question 48

Is the collection accessible?

Accepted Answer

Yes. Cheek-swab collection is non-invasive. Written instructions are large-print friendly, and caregivers can assist if needed.

Question 49

Do you offer non-English materials?

Accepted Answer

We will provide translations of product materials, including collection instructions, as they become available.

Question 50

What payment methods do you accept?

Accepted Answer

Major credit cards and other standard payment methods are available at checkout. Some FSA or HSA cards may work, depending on your plan.

Question 51

Do you charge sales tax?

Accepted Answer

Where required by law, sales tax is applied at checkout based on your address.

Question 52

How do refunds work?

Accepted Answer

If eligible, refunds go back to the original payment method. Processing times vary by bank.

Question 53

I can't log in.

Accepted Answer

Use the password reset option. If multi-factor is on, follow the prompt. If you still can't access your account, contact Customer Service.

Question 54

My activation page won't accept my Kit ID.

Accepted Answer

Double-check for typos and confirm you're entering the correct characters. If it still fails, contact Customer Service and include a photo of the Kit ID.

Question 55

My dashboard doesn't show my kit.

Accepted Answer

Refresh the page, then sign out and back in. If it still doesn't appear, share your order details with Customer Service.

Question 56

How do I collect my DNA sample (cheek swab)?

Accepted Answer

1. No food, drink, gum, smoking, brushing, or mouthwash for 30 minutes before collection.
2. If you rinsed your mouth with water, wait ten minutes.
3. Rub the swab on the inside of your cheeks as directed.
4. Seal the specimen envelope tightly, then place it into the prepaid mailer.
5. Mail the same day if possible.

Question 57

How do I read my report?

Accepted Answer

• Start with the summary.
• Open Personalized Guidance.
• Try one small change for two to three weeks.
• Track how you feel and perform.
• Adjust gradually.

Question 58

What should I do if I feel overstimulated on methyl donors?

Accepted Answer

Pause and talk with your clinician. You may do better with different forms or timing.

Question 59

Still have questions?

Accepted Answer

Can't find what you're looking for? Our support team is here to help you with any questions or concerns. Sign in to your account or contact Customer Service.

Frequently Asked Questions

About CareNexa & Our Tests

HIPAA, Privacy, and Security

Buying a Kit

Accounts & Activation

Sample Collection

Shipping & Tracking

Turnaround Time

Your Results & Report

Health and Lifestyle Basics

Special Situations

Returns, Replacements, and Support

Data Rights, Consent, and Research

Group, Employer, and Clinician Programs

Accessibility and Language

Billing and Payment

Website and Technical Help

Quick How-To Cards