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At OlaWell We Care


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 still isn’t answered, send us an email at support@olawell.com

Frequently Asked Questions

General

OlaWell offers a personalized food intolerance report with over 200 foods analysed, gluten and lactose intolerance and food recommendations based on the microbiome present in your gut. And if you get a subscription you get to choose two wellness areas you want us to analyse.
You can find more details about our products here.

We use 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 the human gut. See the 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 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 gut microbiome test for dietary recommendations. Do not use this test as a replacement or substitute for allergy testing.

The OlaWell next-generation gut microbiome kit tests for over 200 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 https://www.olawell.com/how-it-works.

The OlaWell gut microbiome 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 levels 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 servers following HIPAA practices. The transfer of information is encrypted using industry standard Secure Sockets Layer (SSL) technology, and all your data and metadata is protected using AES-256 encryption. Read our privacy policy for more details.

This test is for humans only. All the food recommendations are made in accordance with bacteria levels 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 a sample has been received by the lab.
 

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

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

No. 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.

Subscription

Subscribe to our Newsletter and get the latest updates and offers from OlaWell. 

Yes. You can always subscribe again.

Simply contact us at support@olawell.com, but keep in mind that a refund is only possible before we ship your kit to you. If you cancel your subscription after we ship your kit, then we will charge you the regular kit price of $199, and you will receive only a basic report.

No. But you will get an email asking you if you want to extend your subscription.

No. You can only have one subscription activated per email address.

Compare the options here.

In order to upgrade your subscription please contact our customer support.

With the Wellness plan you get insight into your wellness and you get to choose one focus area with two conditions (per test) that you want us to analyse. Those areas are: Weight, Digestion, Mood, and Immunity Management.

In comparison with the One Time "Gut Check" plan, the Wellness plan gets you 2 kits per year at a discounted price and access to a free in-depth wellness report you tailor to your needs.

Ordering

Our test is available only in the United States at this point. Due to regulations, we are unable to provide our products and services to residents of NY, NJ, MD, and RI at this time.

Yes. Enter 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 are usually delivered within 10 business days of the 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 account.

First check the USPS tracking information in your OlaWell account. If you believe that the kit has been lost in transit, contact our customer service. 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, you may place multiple kit orders through a single account, but each one of your family members will have to create separate accounts to be able to activate their kits. If you have mistakenly activated the wrong kit for 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 as to what to do next. If your sample is unusable for analysis, we will provide you your first replacement kit for free. Each additional kit 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 intolerances.

No. However, the OlaWell test can help you improve your dietary habits and wellness. We do have a wellness plan that includes information for weight management and optimization. However, it is not a weight loss program.

We provide that service to the members of the Harvard PGP community and would be happy to extend it to anyone else who wishes to join the PGP community. You can participate in this project by following the instructions provided here.

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