Frequently Asked Questions – Inagene Diagnostics Inc.

Frequently Asked Questions

1. Who can use Inagene Personalized Insights™?

Inagene Personalized Insights™ is designed for anyone who is interested in understanding which drugs are likely to work best to treat their pain or mental health condition.  Personalized Insights™ is also useful for people interested in knowing whether cannabis may be a good treatment option for them. 

2. How much is the kit?

The kit is available for $299 CDN (not including applicable taxes). Shipping and handling costs to Canadian destinations is included.

3. Can I buy this kit for someone else (e.g. a parent or child)?

Yes. If you are a parent/guardian buying the kit on behalf of your child, you will need to set up the account under your name. If you are buying this on behalf of another adult, they will need a computer with internet access to register their kit and view their Personalized Insights™ report. Once registered, it is possible to print and electronically share the report.

4. Can I buy the kit at a retail outlet?

Inagene Personalized Insights™ is available for online purchase, and is also available through select clinics and pharmacies across Canada. 

5. What if I do not have access to a computer, can I still use the kit?

The Personalized Insights™ report is provided solely through a secure online web-based portal.

6. How do I know if my sample has reached the lab?

You can track the status of your cheek swab sample – from when it arrives at our lab to when your results are ready – all from your secure online Inagene account.  All packages are shipped via Canada Post and delivery delays may occasionally occur.  You can track your shipment with the tracking code found on the return mailer provided with your kit.  

7. When will my results be ready?

From the time your cheek swab arrives at  Inagene's lab in Toronto, Ontario, it generally takes about 7 business days for your results to be ready to view on Inagene's secure online portal. You can check on the status of your test from your secure Inagene account. We will send you an email notification at every step (when we receive your online order, when your sample has been successfully returned to our lab for processing, and another when your results are ready to view on the secure Portal.) Shipping times vary with Canada Post, especially depending on what part of the country the package is coming.

8. I am having problems registering my account online. What should I do?

If you are experiencing problems with your account don't worry, we are here to help. Password resets can be done online using the password reset option in the patient portal.  If you are having issues with the 14 digit ID activation code, please get in touch with us at customerservice@inagene.com. You will receive a response within 24 hours.    Note: Please be aware that some email service providers may mark emails from Inagene as spam.  Please add @inagene.com emails to your safe senders list to ensure you receive your email updates.  You can also check the status of your report on the patient portal at https://patients.inagene.com/login

9. How is my genetic data protected?

Inagene is committed to protecting your genetic data and will never share or sell your data to third parties. Also, it’s important to note that no Inagene personnel can link your sample to your personal information. We have comprehensive security controls to protect against unauthorized use, access, alteration, duplication, destruction, disclosure, loss or theft of your personal information. We maintain physical, electronic and procedural safeguards to protect your personal information.

10. What is your privacy policy?

You have entrusted us to protect your personal infomration and we take that very seriously.  We appreciate the opportunity to provide our services to you and strive for the highest level of service excellence. An important aspect of Inagene™’s commitment to you is respect for your right to privacy; this entails keeping your genetic data and personal information in strict confidence.  Our Privacy Policy outlines our responsibilities and your rights when it comes to the collection, use and disclosure of your personal information. Please visit our Privacy Policy Page to learn more.  

11. What countries do you ship to?

We can ship our test kit anywhere in the world. For destinations outside of Canada, an additional shipping and handling cost is applied.

12. Is it possible to get a refund?

We will provide a refund for unused kits purchased through our online store subject to the conditions outlined in our Return Policy.

13. How is Inagene different from other genetic testing kits on the market?

Unlike other genetic tests, Inagene Personalized Insights™ is uniquely focused on providing the most comprehensive test to support optimal treatment of pain and mental health conditions.  Personalized Insights™ also includes evaluation of cannabis options. We do not test for disease risk, nor ancestry, nor answer other general genetic questions. Inagene uses its own lab to process all results and does not subcontract to other labs. Inagene is proud of our lab, which is the only Canadian pharmacogenomics lab to hold accreditation by CLIA, (which stands for the Clinical Laboratory Improvement Amendments). CLIA's mandate is to ensure quality laboratory testing by ensuring pharmacogenetic labs meet quality control and accuracy standards that certify the results are accurate and the test does what if is designed to do.

14. What can Inagene Personalized Insights™ tell me and my healthcare team about my treatment strategy?

The Personalized Insights™ report offers guidance on which drugs are likely to work best for you, and which you should avoid (based on increased risk of side effects or drug interactions), so you and your healthcare team can manage your pain or mental health condition(s) as effectively and safely as possible. 

15. Why is it important to share the results with my healthcare professional?

Your Personalized Insights™ report is not intended to take the place of professional medical advice. Sharing your report with your healthcare professional is important so you can receive the medications and treatments that will work best for you, according to your genetic profile. Your healthcare professional may use the information contained in your Personalized Insights™ report for future reference when considering new medications for you. For example, test results should be considered in the context of other clinical variables including age, diet, organ function, other medications prescribed, and compliance in taking medications, as well as the type, stage, and severity of the specific disease being treated, and the disease’s comorbidity with other conditions.

16. I sent in my sample but have not yet heard anything about my results?

You must register your sample on the secure Inagene Portal (www.patients.inagene.com) using the unique 14-digit code provided in the kit in order to receive your results. We will send you an email notification confirming that you have successfully registered your sample, and another when we have received your sample at our lab, and again when your results are ready to view through your secure Inagene account on the Portal. Results are generally available within 7 days of receiving your sample at our lab. 
Note: Please be aware that some email service providers may mark emails from Inagene as spam.  Please add @inagene.com emails to your safe senders list to ensure you receive your email updates.  You can also check the status of your report on the patient portal at https://patients.inagene.com/login

17. Do I ever have to repeat the Inagene test?

Your genes are your genes for life - they do not change, which is why the Personalized Insights™ test only needs to be done once, and the insights you receive last a lifetime. Your online report is automatically updated every 6 - 8 months to reflect important new clinical data and, to add new medications where new gene-drug links have been identified.
NOTE: In the rare event that the initial sample you send to Inagene's lab does not have sufficient DNA for testing (or if the instructions for sample collection are not followed) there may be a need to repeat the test/sample collection so that your report can be generated. If this happens you will not be charged for the replacement test kit.  Also, after complying with  minimum retention periods as required by law, your DNA sample is destroyed unless you specifically consent to having your sample securely stored by Inagene™ to provide you with future updates or possible new analyses. If you decide to have your sample destroyed, you will still receive updates to your online report based on genetic variants detected in your original sample, however should you be interested in purchasing any new tests developed by Inagene in  the future, a new sample will need to be submitted.   

18. What diseases/conditions does the test cover?

Your Inagene Personalized Insights™ Report describes your unique predicted response to over 120 medications commonly used to treat a variety of pain and mental health conditions.  The results are specific to individual medications (not health conditions), so the recommendations apply regardless of what type of pain or mental health condition the drug is being used to treat.  

19. I don't see the medication I take on the list of drugs you test for. Why is it not there?

Inagene Personalized Insights™ is the most comprehensive pharmacogenetic test available for pain and mental health conditions, and includes more medications for these conditions than any other commercially available test. If a medication you are interested in is NOT included on our list of drugs tested it is because no genetic variants have been identified that are known to impact individual responses to that medication. (Note: research in pharmacogenetics is ongoing,  and Inagene's reports are updated every 6 - 8 months to reflect important new gene-drug discoveries/information. As a result, new medications are typically added to our report each year.) Click Here for the full list of medications we test for. 

20. Where do the recommendations in the report come from?

Research over the last three decades have generated an overwhelming amount of evidence that genetic variation plays a major role in how individuals respond to different drugs. The recommendations in Inagene’s report are taken directly from published pharmacogenetic recommendations (publicly available) from several well-recognized, government – funded governing bodies that have been established over the past two decades in the USA, Europe, and Asia. These include PharmGKB, the FDA, and The Dutch Pharmacogenetics Working Group (DPWG).

Return Policy

Inagene Diagnostics Inc. (INAGENE™) provides an online service that requires a device with internet access to view your Personalized Insights™ report. Throughout our website, we provide detailed information regarding our process and what you can expect or may experience from our service. Please review this information prior to purchasing. Your placement of an order from Inagene constitutes your acceptance of our Terms of Service.


Inagene will provide a refund for unused kits purchased through our online store with the following conditions.


We will refund the balance of the total purchase price after subtracting shipping and handling charges. Simply return the unused Cheek Swab Kit along with your original receipt to our office as follows:

Inagene Diagnostics Inc.
802-2345 Yonge St., Toronto ON M4P 2E5
Attention: Customer Service

To receive a refund for an unused kit, you must notify us within thirty (30) days of placing your order on our online store.

We will not issue a refund (i) if you request a refund more than thirty (30) days after the payment; or (ii) if your Cheek Swab Kit was purchased through a channel other than our online store; or (iii) if your Cheek Swab Kit has been used (i.e., swab has been opened).

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