We're sorry to hear that things are taking a while and we appreciate your patience! We want to make sure you get your results so you can start improving your oral health. You should get emails from us around specific events from the time you purchased.
We've included a rough outline of the emails you can expect to receive, and when you should expect to receive them. Sometimes there are events outside of our control that will affect these timelines. We'll do our best to keep you informed along the way 🤝
Order receipt: immediately after purchase
Welcome to Bristle overview: ~10 minutes after your purchase
Your order shipped: within 2-4 days of placing your order
Say hello to oral health (your kit arrived): within 5-7 days of placing your order
We've received your sample for analysis: within 5-7 days of sending your sample back
Your results are ready: 2-3 weeks after our lab receives your sample
Things like shipping and sample processing take time, so we encourage you to access your dashboard and collect your sample as soon as possible!
Spit happens - check which bucket you fall into below and follow the instructions. You can always email us directly through [email protected].
If you are waiting for your order and it's been less than 2 weeks, start by checking your email for a message from us letting you know your kit shipped. That email will contain the tracking number associated with your order. This can give you an idea of whether your order was delayed or delivered (and might be out of sight or at a neighbor's house). If you never received an email containing your tracking number, email us directly at [email protected].
If you are waiting for your kit and it's been more than 2 weeks, start by checking your email for a message from us letting you know your kit shipped. That email will contain the tracking number associated with your order. Sometimes kits get delivered but you don't notice it!
If you sent your sample back less than 4 weeks ago: check to make sure you received an email saying "We've received your sample for analysis." If you received this email, we'd ask you to hold tight for a few more days! Sometimes there are slight delays in the lab. If you did not receive this email and/or you already waited a few extra days, email us immediately. We'll try to respond within 24 hours.
If you sent your sample back 4 or more weeks ago send us an email and we'll track down your order. If your order was lost in transit we will replace the test immediately.