Frequently Asked Questions

 

Q.    I lost the return envelope. Where to I send my samples?

A.     You can send your samples to our Order/Test fulfillment company using a regular envelope. If you want a return receipt signed, we ask that you send to the physical address. Here is the information:

Genetic Fulfillment USA

P. O. Box 2257

Marietta, GA 30061

or

Genetic Fulfillment USA

1395 Cobb Parkway, NW

Suite G

Marietta, GA 30062

Q.    Why are you phasing 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.

Q.    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.

Q.    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.

Q.    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 color 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.

Q.    Are any of the new Premium Tests covered by any patents?

A.     Many of our Premium 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 patent in The Bahamas.

Q.    What are the new Premium Tests?

A.     Von Willebrand Disease Type 1 (vWD), Exercise Induced Collapse (EIC) and Canine Degenerative Myelopathy (DM). Our older Premium Tests, Progressive Rod-Cone Degeneration (pra-PRCD) and Multi Drug Resistance 1 (MDR1), are still available.

Q.    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.

Q.    Are there still Breeder Packs and individual Test Packs?

A.     No. This was another area of confusion that we have eliminated. All test packages (whether 1 or 20 or more) are put together at the time of shipment, therefore eliminating the need for different types of packaging.

Q.    Do you still offer bulk sales discounts?

A.     No.

Q.    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. 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.

Q.    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.

Q.    Who is International Genetics, Inc?

A.     International Genetics, Inc (InGen) is a genetic testing company incorporated in 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 Premium Genetic Disease Screening tests that cost considerably less than the same test(s) offered by some competitors.

Q.    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.

Q.    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. If you want a signed receipt for delivery, please use the address included on the slip with your test package.

Q.    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.

Q.    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 for the test will be made. See InGen’s terms and conditions for our full refund policy.

Q.    Do you still 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, any where 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 than the older system. It also keeps our costs down which in turn keeps our test kit prices down.

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

A.     You will receive your pet’s Certificate of Genotyping 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.

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

A.     Depending on the age of the pet when the sample is submitted, we will keep information in our secure database for up to 15 years.

Q.    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 bad gene. A positive result means your dog definitely has or will develop the disease in the future. A carrier means that your pet does not have the bad gene(s) but could pass them to future offspring if bred with an animal also being a carrier of the particular disease. See your vet immediately if your pet tests either positive or carrier for any listed disease.

Q.    I purchased a Pawsitive ID™ test after April 1, 2008 that did not include PRCD or other Premium Tests. Can I get it now?

A.     Sorry, no. If you purchased a test after April 1, 2008 and have already submitted your sample and received results, you cannot get any Premium Test included with the Pawsitive ID™ test performed now without purchasing a new test and doing the procedure again.

Q.    I recently purchased a PID kit and now you are adding a disease specifically related to my breed. Do I get a discount on purchasing the premium test I need or do I have to pay the full $60 price?

A.     If you have purchased a PID kit in the past and now would like an additional Premium Test performed on the same dog as previously tested, we will give you a $15 coupon to reduce the price from $60 per Premium Test to $45 per test. This is a onetime per previously tested dog discount. You will receive a separate certificate for the dog in question for the new test result. Please email your request for this discount to sherrill@ingen.bs Be sure to include your name, phone number, dog’s name & profile number of the previous test. This discount opportunity is valid until October 1, 2009.

Q.    In the past, when I purchased 5 or more test kits at a time, I received a discount of $5 per test. I see you no longer offer this. Why?

A.     We have decided that in order to keep the overall cost of our testing services as low as possible, we are doing away with the volume discount program we had previously. However, if you are looking to purchase 20 or more kits at a time, please contact us directly for possible discounts.

Q.    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 but it will not be in the Classic Pawsitive ID™ format.

Q.    Does the InGen test give breed identification information?

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