Q&A

or

Frequently Asked Questions

 

1. Who is International Genetics, Inc.?
2. Another laboratory promises a 10 day turn around for their testing. Why does your testing take so much longer?
3. You don’t respond to my emails as quickly as another breeder I know. Why not?
4. I Co-own dogs with another person. How can we setup the certificates to show both names?
5. I lost the return envelope. Where do I send my samples?
6. I mailed my samples back but you didn't say you received them. Why not?
7. Why is my order not going through?
8. How do I collect the samples that you need for testing?
9. The number on my Sample Envelope doesn't match the number on the Customer Portal. Why not?
10. Does the InGen test give breed identification information?
11. Can you still perform Parentage Verifications?
12. What about Physical Attribute Testing? Will InGen still do color tests?
13. What advantage is there to having a genetics lab located in the Bahamas?
14. Are any of your tests covered by any patents?
15. How long does it take to get my results back?
16. Do you have a turnaround time guarantee?
17. Do you produce and mail a Certificate of Genotyping?
18. What do we receive once our dog is tested?
19. How long do you keep a record of my pet information?
20. The results listed for my dog indicates she has tested either positive, negative or a carrier for the listed diseases. What does this mean?
21. Why have you phased out the Classic Pawsitive ID™ testing platform?
22. Will previously tested dog results using the Classic Pawsitive ID™ platform still be available to view online?
23. I previously purchased a Pawsitive ID™ test from PinPoint DNA Technologies but never sent it in for processing. Will InGen honor this test and will it include PRCD?
24. Is PinPoint DNA Technologies, Inc. still involved with InGen?

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Q1. Who is International Genetics, Inc.?

A. International Genetics, Inc. (InGen) is a genetic testing company incorporated in The Commonwealth of The Bahamas with its headquarters in Freeport. Located only 65 miles east of Ft. Lauderdale, Florida, Freeport is the perfect location to set up an international genetic testing lab. InGen offers several Genetic Disease Screening tests that cost considerably less than the same test(s) offered by some competitors.

 

Q2. Another laboratory promises a 10 day turn around for their testing. Why does your testing take so much longer?

A. In order to legally process some of the genetic tests we sell, there are several steps we must go through that our competitors do not.

 

Here is the procedure we have to go through when we receive a sample:

We scan the sample as received and you are notified that we have it and it is being processed. This sets up the certificate for the dog being tested. Page 2, with the listed tests that we provide, will show all tests as "Not Tested" at this time. (When the results are received, page 2 will then populate with the results of each test.) We then bundle it with other tests received the same week and send to our extraction lab in California. These batches go out every Friday for Monday delivery. The extraction lab receives the samples and begins the extraction process. The vials of extracted material are batched and sent to us the next Monday for delivery on Tuesday. Then, when we get the extractions, we have to batch each vial according to the tests needed for that dog. This is shipped to our lab in Freeport, Bahamas on Wednesday of each week for delivery on Thursday or Friday, depending on how fast this package gets through customs. It has to be done overnight and cannot be shipped on a Thursday or Friday because the extractions must be kept on ice and we cannot take a chance that they will not clear customs and have to sit in a warehouse over a weekend. When that lab gets the extractions, the individual vials are setup for tests needed and assigned to a plate. We have to run each marker (PRCD, DM, EIC, MDR1, NEWS and vWD) separately on our ABI7000 RTPCR instrument and each plate takes about 3 hours to "cook" to get the results on the test. This does not count the time it takes for preparation of each plate prior to processing or the time it takes to finish up the plate after the tests are done. If there is a delay for any reason, the timing can be thrown off significantly.

 

As soon as each plate is completed, we review the results for additional verification of tests processed and upload into our system, thus populating your certificate. At that point, an email is sent out letting you know that your results are audited and available for you to retrieve. If you have ordered more than one test marker, please keep in mind that only one type of test can be processed at a time and all test markers will be uploaded separately.

 

We cannot compete on processing time with the other US labs because we do not conduct all of the processes in one building. InGen will never be able to process a test in two weeks regardless of how fast the competition is able to because of the steps we have to go through. However, we can still sell you a test for $60 which saves you approximately $135 per test over the other company.

 

Q3. You don’t respond to my emails as quickly as another breeder I know. Why not?

A. We get 100’s of email messages every day and we have over 2,000 customers. Each dog that we test has a profile number for the tests that have been processed. If you send an email with a question and you either don’t sign your name or only give your first name, such as Mary, and your dog’s name, such as Romeo, then we go to the next message and try to clear these as quickly as possible. Then, we will return to your message and try to locate enough information on you and your dog to answer the question. Please help out by signing your first and last name and giving the profile number of your dog. The results for all dogs tested are filed under the profile number, so that is the easiest way to get your question answered quickly.

 

Q4. I Co-own dogs with another person. How can we setup the certificates to show both names?

A. We have several breeders that co-own dogs and because we are not setup for this, they have told me how they worked around our system. You might want to look into this solution to see if it would work for you. 

• What they did was setup an email account that they both had access to (email address/password) either with their primary carrier or with yahoo, Gmail, etc. The next step would be to go to www.ingen.bs and, using the new joint email, setup a new account with us in both names like this:

   

  First Name: Mary Jones &
  Last Name: Jane Smith

 

• They entered one address for the purpose of setting up the account. You can have up to 5 alternate addresses, so they could enter both addresses for shipping purposes. This way, they could select the address to ship the packages to depending on where the dogs were that were being tested for a particular order.
•  The last step was that the owner of the tests that were actually joint contacted me and asked that I move the particular dogs over to the new account. That way, both owners could have easy access to the certificates at any time because they could login to the joint account to see them, email notifications would go to the new joint email address, and it kept their non-joint owned dogs on their own portal page to avoid any confusion on that part.

Q5. I lost the return envelope. Where do I send my samples?

A. You can send your samples to our Order/Test fulfillment company using a regular envelope. Extra postage may be required. Here is the information:

 

Genetic Fulfillment USA

1395 Cobb Parkway, NW

Suite G

Marietta, GA 30062

 

Q6. I mailed my samples back but you didn't say you received them. Why not?

A. There might be several reasons.

1. We scan each sample the day it is received by Genetic Fulfillment. Unless the dog’s information has not been entered into our database. Before we can process any sample to the lab, you must go online to your Customer Portal page and enter the information on each dog under their profile or test number. We have provided the Data Sheet for your use in accumulating this information so that you have it handy when you are doing the data entry. When this is done, be sure to email us to let us know we can go ahead with your samples. We check on this every week or so as time permits, but you can speed up this process by entering the dogs before sending in your samples.
2. We might have received it and sent the email but your email program is sending these messages to your spam folder. Make sure you have the following email addresses listed in your “good” contacts folder: rick@ingen.bs, sherrill@ingen.bs, and info@ingen.bs. Also, if you have a mail filter setup on your account, please add these email addresses because we just do not have the time to complete the form from your email provider, request your permission to contact you, wait for clearance, and then send the message again.
3. You didn’t provide enough postage for the return of your samples and the post office will not deliver. Since the return address is the same as the send to address, they are not delivering any mail with postage due and cannot return it to you without your address on the return. It costs $1.28 to return up to 3 oz. in our return envelope. You cannot use a regular $0.44 postage stamp and have the envelope delivered.

Q7. Why is my order not going through?

A. Some of our customers have encountered problems with their credit card company processing orders outside the United States or their home country. This is strictly a safeguard put in place by your bank or credit card company to protect you from fraud. If your credit card does not go through, call the 800 number on the back of the card and let them know you are making a purchase in the Bahamas. It should go through smoothly on the next attempt. If you continue to have problems, you might be using an older version of Mozilla Firefox or Safari or some other browser. Try using Internet Explorer for the purchase.

 

Q8. How do I collect the samples that you need for testing?

A. We provide you with all the materials you need to get a sample from your dog. We use cheek/gum swabs and do not require a blood sample, visit to the vet, expensive shipping of the sample back to us. You simply vigorously rub the swab on the upper gum, place back into the swab packaging, put in the Sample Envelope and mail back to us in the envelope provided. You keep the data sheet to use in entering your dog in your Customer Portal online.

 

Q9. The number on my Sample Envelope doesn't match the number on the Customer Portal. Why not?

A. The last number on the printed bar code on your Sample Envelope and Pet Data sheet is a "check digit". This number is required on all UPC codes for the computer to be able to read the information in the code. So, if your Sample Envelope profile number is 1234567, the actual test number is 123456. This will match up with the number on your portal.

 

Q10. Does the InGen test give breed identification information?

A. No, not at this time. The InGen test is for disease screening.

 

Q11. Can you still perform Parentage Verifications?

A. No. This was a free service provided under the Classic Pawsitive ID platform and is no longer available.

 

Q12. What about Physical Attribute Testing? Will InGen still do color tests?

A. The color testing was the most confusing part of the Classic Pawsitive ID™ platform. There are over 50 different types of canine coat colors and InGen only had 8 attribute tests on the Pawsitive ID™ certificate. This resulted in many questions and some irritation from customers. There are currently no color tests available on the new Premium Test platform. However, InGen is committed to customer satisfaction. If there is a color test that a large amount of our customers request, we will look into offering that test in the future

 

Q13. What advantage is there to having a genetics lab located in the Bahamas?

A. InGen markets and sells certain genetic tests that rely on the use of a certain scientific methods. Some of the methods have been patented in the United States, Canada & European Union. These method patents prohibit unlicensed use of the scientific techniques used in the detection of genetic mutations for some diseases within these jurisdictions. These method patents were never filed in The Bahamas and therefore it is perfectly legal and ethical to use the scientific processes in the Bahamian jurisdiction.

 

Q14. Are any of your tests covered by any patents?

A. Some of our tests have methods that have been patented in certain jurisdictions. However, InGen maintains laboratories in Freeport and Nassau in The Bahamas. These Method Patents were not filed in The Bahamas and InGen is well within its legal rights to perform ANY scientific method that is not covered by a patent in The Bahamas.

 

Q15. How long does it take to get my results back?

A. We strive to get all results back within 30 days from the time we receive the DNA samples back in our office. Our database system automatically sends an email to the customer once the samples are scanned into our system. The clock starts at this time. But 45 days is the deadline per InGen’s warranty. See Question #2 for a detailed explanation of what happens to your sample once we receive it so you have a general idea of the process.

 

Q16. Do you have a turnaround time guarantee?

A. Yes. If any test is not processed and results available to the customer within 45 days from the date of the email alerting the customer to the receipt of the sample, a full refund (less shipping) or a replacement test will be provided for the test that is late. See InGen’s terms and conditions for our full refund policy.

 

Q17. Do you produce and mail a Certificate of Genotyping?

A. No. InGen has an automated Internet based system that allows customers to log into our system and download their certificates from any computer, anywhere in the world. Customers will be automatically notified by email once they have finished results in the system. InGen will also archive these certificates for customers which can be accessed anytime. This system allows certificates to be transmitted much faster and it also keeps our costs down which in turn keep our test kit prices down.

 

Q18. What do we receive once our dog is tested?

A. You will receive your pet’s Certificate approximately 30 days after submission of the DNA sample. This certificate will be available as a download from our web site. It will have all information you provided on the online Pet Profile and the results of the disease screening. This is the single most complete document you will ever have of your pet.

 

Q19. How long do you keep a record of my pet information?

A. We will keep information in our secure database for up to 15 years.

 

Q20. The results listed for my dog indicates she has tested either positive, negative or a carrier for the listed diseases. What does this mean?

A. Most dogs will test negative. This means they do not carry the gene that causes the particular disease. Obviously, this is good news. It’s also good information, particularly if you are a breeder, to know absolutely that your pet will not get the disease or pass it to offspring in the future. Unfortunately, some pets will test positive or as a carrier of the gene. A positive result means your dog has two genes for the marker, one from each parent, and has the disease or will develop the disease in the future. A carrier means that your pet has one gene that is affected and one gene that is negative and can pass them to future offspring if bred with an animal also being a carrier of the particular disease.

 

Q21. Why have you phased out the Classic Pawsitive ID™ testing platform?

A. There are several reasons:

 

• Applied BioSystems Inc. (ABI) www.appliedbiosystems.com, who is the only supplier of the assays needed to process the 128 different DNA tests on the VeriSNP™ testing platform, raised their prices drastically. This price increase would have to have been passed on to the customer through a price increase on the Pawsitive ID™ test kit, raising the price of the complete Pawsitive ID™ test kit to over $90.00 per kit with only one Premium Test result.

• Through customer feedback & surveys, we determined that what our customers want are more Premium Tests. Customers like the DNA Fingerprint, Non-Premium disease screenings and color tests, but what our customers really want to know is if their dog(s) are susceptible to some specific genetic diseases and, if affected, how to safely breed around these mutations and raise healthy dogs. And they want a cost effective testing solution. Therefore InGen has decided to focus on new and existing Premium Tests that are processed in our labs in The Bahamas.

• By focusing on Premium Tests, we can cater to many more breeds than we were able to previously. Our business plan is predicated on volume. Like Wal-Mart, with more volume come lower prices. And with lower prices we are able to assist breeders test more dogs and help the overall health of dog breeds.

• Simplicity. The results on the Classic Pawsitive ID™ Certificate of Genotyping were becoming increasingly misinterpreted by some customers. This resulted in some unintended breeding issues. With the new InGen Certificate, misinterpretations should be all but eliminated.

 

Q22. Will previously tested dog results using the Classic Pawsitive ID™ platform still be available to view online?

A. Absolutely! All customers will be able to view and retrieve their previously tested dog results anytime through our Customer Portal. Nothing in this regard will change.

 

Q23. I previously purchased a Pawsitive ID™ test from PinPoint DNA Technologies but never sent it in for processing. Will InGen honor this test and will it include PRCD?

A. InGen will honor the test and PRCD will be tested, but it will not be in the Classic Pawsitive ID™ format.

 

Q24. Is PinPoint DNA Technologies, Inc. still involved with InGen?

A. No. InGen purchased assets of PinPoint in December of 2008 but now that all tests are processed in The Bahamas (as of September 1, 2009), PinPoint, as a company, is no longer involved with InGen.