Toolbox Genomics - Food & Lifestyle for Your DNA

Frequently Asked Questions

Don’t see your question here? Email us at info@toolboxgenomics.com and we'll be happy to answer your questions to the best of our ability.

How It Works

Q. I’m a practitioner, how do I set up an account?

Practitioners can set up an account by going to the Toolbox Genomics homepage https://www.toolboxgenomics.com/ and go to the Practitioner page to fill out the sign up form. You will then follow the account creation process.

Q. How do I place an order?

You can place an order at any time by logging into your practitioner account and selecting Place an Order and “Order a Panel”. You will then be asked to select a client, DNA kit type, followed by which panels or traits you would like to add to the order. If for any reason you need to save and exit the order, you can resume your order by going to the client’s order history.

Clinical Support

Q. Do you offer any training on how to set up an account or other processes?

We offer complimentary clinical support to help practitioners set up their accounts, determine which panels or traits best fit their clients, and to help practitioners become familiar with how to review reports as well as to answer any report-related questions.

You can schedule a consultation by logging into your practitioner Toolbox Genomics account and clicking on “Schedule an Appointment” located at the lower right-hand corner of your screen or on your Homepage. You can then schedule a complimentary 30-minute consultation based upon the available dates and times that best fit into your schedule. Have more questions? Email us at info@toolboxgenomics.com or click here to Contact Us.

Q. What if I do not see a gene or SNP that I am interested in?

To determine if we have a gene or SNP of interest, you can choose to manually search for either the gene or SNP by going to the panels page and clicking on “View Details” for the panel believe will contain the gene and/or SNP. Alternatively, you can start an order for a new or existing client and begin the checkout flow. After you have submitted the DNA kit type that you wish to use, you will be asked to choose panels, traits, or genes to add to the order. You can then use the search bar to quickly find genes of interest and which SNPs we have included for that gene.You can cancel and exit the order if needed. Finally, if you do not see the gene or SNP of interest you can submit an inquiry by filling out our Contact Form or by emailing us at support@toolboxgenomics.com .

Q. Can I create a custom report?

You can create a custom report by creating a custom trait panel. The reports themselves are not able to be modified or altered. For more information on how to create a custom trait panel please visit our resources section and view our “How to Create a Custom Trait Panel” PDF.

Q. Do you offer clinical support for interpreting your test results?

We offer complimentary clinical support to help practitioners review their genetic test results and reports as well as guidance on how to review reports for your patients or clients.

You can schedule a consultation by logging into your practitioner Toolbox Genomics account and clicking on “Schedule an Appointment” located at the lower right-hand corner of your screen. You can then schedule a complimentary 30-minute consultation based upon the available dates and times that best fit into your schedule.

Q. Do you have any additional material that I can use to give to my clients?

After logging in, visit our resources page and click on “Client Education” to find educational materials and print-outs to provide to your clients.

Technical Support

Q. I cannot access my patient’s results even though it says that they are ready.

Your patient must fill out the consent email as well as agree to the terms and conditions before we can release their results and report to you. Make sure your patient checks their email inbox and spam folders in regards to the Toolbox Genomics consent email. If the client is unable to find the consent email, you will be able to resend the consent email from your practitioner account by clicking on the client’s name on the “My Clients” list and clicking on resend email at the top of the page.

Q. I forgot my password.

You can reset your password by clicking on login at the top of the Toolbox Genomics webpage. You can then click on “Forgot Password”. You will be asked to verify your account email address and a password reset link will be emailed to your account.

Q. I cannot find the consent email in my inbox.

As a practitioner, you will need to fill out the consent email similar to the email that your clients received in order for the laboratory to release your results. Please check your inbox and/or spam folder for the Toolbox Genomics consent email. If you are unable to locate this email please contact us at info@toolboxgenomics.com or at 415-722-4393 so we can resend the email to you.

Q. I cannot find my report.

As a practitioner, you will be able to find reports that you have ordered for yourself by logging into your practitioner account and going to your name at the upper right-hand corner of the Toolbox Genomics page. Hover the mouse over your name and select “My Reports”. Your name will also appear in your client list so you can find your report by simply searching by name or scrolling through the list. If you are still having issues viewing your report or reports, please contact us at info@toolboxgenomics.com or go to “Contact Us” on the navigation bar at the top of the page and send us an email with a brief description of the issue.

Q. How do I change my password?

You can update your password by logging into your practitioner account and going to your name at the upper right-hand corner of the Toolbox Genomics page. Hover the mouse over your name and select “Account Settings”. You can then select “Password” and update your password. If you have forgotten your password please see “I forgot my password” above.

Q. How do I change my payment information?

You can update your payment information by logging into your practitioner account and going to your name at the upper right-hand corner of the Toolbox Genomics page. Hover the mouse over your name and select “Account Settings”. You can then select “Payment Settings” and update your information.

Q. How do I order DNA collection kits for my practice?

You can request complementary DNA collection kits by logging into your practitioner account and 1) selecting the “Place an Order” option at the top of the page and clicking on “Request DNA kits”, 2) going to your name at the upper right-hand corner of the Toolbox Genomics page and selecting “Request DNA kits”, or 3) choosing “Request DNA kits” from the most common actions on the practitioner homepage.

Q. I accidentally registered a kit to the wrong patient. What should I do?

If you have entered in the wrong DNA collection kit barcode for a patient please contact us at info@toolboxgenomics.com or 415-722-4393. You can also contact us directly from your practitioner account by clicking on the “Contact Us” link and giving us a brief description of the issue.

Q. I received a message that the first sample sent failed sequencing. How do I submit a new sample?

If a DNA kit fails initial sequencing you will be contacted and given the option of resubmitting a new patient sample with a DNA collection kit that you already have in stock or having us send a new kit directly to your practice at no cost to you. You will not have to re-register the new kit but we do ask that you contact us at support@toolboxgenomics.com or by calling us at 415-722-4393 with the new kit barcode so that we can make sure our records are updated and correct.

Q. I am unable to register a kit.

If you are a practitioner attempting to register a kit for a new client order and are experiencing issues please contact us at support@toolboxgenomics.com or by calling us at 415-722-4393.

Q. What happens if my technical question has not been answered or I do not see my question above?

If you have a question of a technical support nature that has not been answered above please feel free to contact us at info@toolboxgenomics.com or at 415-722-4393.

Have more questions? Please email us at info@toolboxgenomics.com