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We are here to help you have the best possible experience with OlaWell. Please take a look through our FAQ before contacting us, and if your question isn’t answered still, send us an email at support@olawell.com

Frequently Asked Questions

General

OlaWell offers an actionable report with personalized food recommendations based on your the microbiome present in your gut. You can find more details here - olawell.com/product

We are using next-generation sequencing to capture the DNA in your stool. We then compare the sequenced DNA to thousands of species of known bacteria found in human gut. See science section of our website for more details.

From the date we receive your sample in the lab and if the sample passes our quality control, it takes on average 4-6 weeks for the results to be posted to your account. In some circumstances, the wait time might exceed to 8 weeks. You can track the progress of your report through your OlaWell account under “My Samples” and via OlaWell email updates. In some cases samples can fail during our quality control, which may increase our analysis turnaround time above 8 weeks or require a replacement kit.

No, this is a microbiome test for dietary recommendations. Do not use this test as a replacement or substitute to allergy testing.

The OlaWell next-generation food sensitivity kit tests for 228 different foods. These foods are divided into 10 different categories: Meat, Poultry & Eggs, Dairy, Fish & Shellfish, Vegetables, Fruits, Grains & Starches, Nuts, Seeds & Oils, Herbs, Spices & Others, and Probiotics. To explore more, visit olawell.com/product

OlaWell food sensitivity test is not intended for diagnosing or treating health issues. This test provides detailed food recommendations for your dietary habits and overall well-being. The recommendations are based on the abundance and composition of your gut microbiota. Our test and its results leverage scientific evidence on the correlation of food, gut microbiome, and health.

The samples are processed in the lab that operates on the CLIA and GLP environment.

We are committed to the security of our customer data. Your information is processed and stored on Amazon AWS cloud following HIPAA practices. The transfer of information is encrypted using industry standard Secure Sockets Layer (SSL) technology, and all your data and metadata is encrypted using AES-256 encryption algorithm. Read our privacy policy for more details.

This test is for humans only. All the food recommendations are made in accordance with bacteria abundance in the human gut. Samples from non-human sources would be inaccurate and misleading.

  • If you cancel your order before we ship we offer a full refund.
  • Due to the nature of our product if you cancel the order after the kit has been shipped, we charge a $50 fee for the collection kit and shipping.
  • We do not offer refunds for cancellations after sample has been received by the lab.

 

Please contact us to request your refund. All refund requests are processed within 24 hours.

If you have any questions regarding OlaWell test, please contact us via email.

We do not test for food allergies by measuring the amount of IgE antibody to the specific food’s allergen.

Our offices are located in Beverly, MA, USA and our lab is in Atlanta, GA, USA.

Ordering

Our test is available only in the United States at this point. Due to regulations, we are unable to sell our tests to MD, NJ, NY, and RI customers at this time.

Yes, by entering the gift recipient's shipping information. During the kit registration process, the gift recipient should create their own OlaWell account and provide their personal data to activate the kit.

At this moment, we cannot accept health insurance, HSA (health savings account), or FSA (flexible spending account) cards as payment for our services, nor are we associated with billable CPT codes.

Shipping

OlaWell kits ordered are usually delivered within 10 business days of your purchase date. After the kit has been shipped, you will receive an email within 24 hours containing tracking information. This information will also be available on your OlaWell.com account.

First check USPS tracking information in your OlaWell account. If you believe that the kit has been lost in transit, contact our customer service at support@olawell.com. We will ship you a replacement kit free of charge.

Generally, all samples sent to us are received within 3-4 business days and our TAT is 6-8 weeks.

Activation

Each kit that you receive requires a one-time activation through your account profile. When you activate the kit, you will be asked to fill out the questionnaire so that we can learn more about your food preferences and possible food allergies or sensitivities.

Your kit will have a kit ID and a QR code. There are two ways to activate your kit:

On your phone:

  1. Open camera app on your phone
  2. Scan the QR code located on the OlaWell kit you received at your home address.
  3. Tap on the popup notification and login to your OlaWell account.
  4. Answer the questionnaire

On your computer:

  1. Log into your account
  2. Click on "Activate kit"
  3. Enter your kit ID and answer the questionnaire

You cannot activate someone else’s kit through your account. Each OlaWell account is only associated with one person. If you are ordering for your entire family, while you may place multiple kit orders through a single account, each one of your family members will have to create separate accounts to be able to activate their kits. If you have mistakenly activated a wrong kit to your account please contact us.

Sample collection

The best time to take your test is after your first, regular bowel movement (of the day).

Instructions for collecting your sample are included in your kit and also available here. If you have any additional questions please reach out to our support team via email.

If you messed up while collecting your sample or lost your sample, please email us so we can guide you on what to do next. If your sample is unusable to generate analysis, we will provide you your first replacement kit for free. Each additional costs $50. To request a replacement kit, please contact us.

Report

Currently, OlaWell takes the following food preferences into account: Vegan, Vegetarian, Lacto-ovo-vegetarian, Lacto-vegetarian, Ovo-vegetarian, Pescetarian, Pollotarian, Flexitarian, gluten and lactose intolerant.

No. However, OlaWell test can help you improve your dietary habits and wellness.

We are already providing that service to the members of the Harvard PGP community, and would be happy to extend it to anyone else who wishes to join PGP community. You can participate in this project by following the instructions provided here - https://pgp.med.harvard.edu/participate

If you wish to get additional information and explore on your own, we provide FASTQ and/or CSV files for upon request. Reach out to us at support@olawell.com and we will help you out!