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 work best for their pain management. Personalized Insights™ is also useful for people interested in knowing whether cannabis is a good treatment option. Parents can also use this kit for their children and family members.

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 the report.

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

At the moment, Inagene Personalized Insights™ is only available for online purchase. We hope to bring it to health clinics and retail partners in the future.

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.

7. When will my results be ready?

From the time your cheek swab arrives at the Inagene lab, it generally takes 7 to 10 business days for your results to be prepared. You can check on the status of your test from your secure Inagene account.

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

If you are experiencing problems with your account, please get in touch with us at customerservice@inagene.com. You will receive a response within 24 hours.

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 – you have the only link to your results. 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?

Please refer to our Privacy Policy 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 decisions related to pain management and related treatments. 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.

14. What can Inagene Personalized Insights™ tell me about my pain management strategy?

Our Personalized Insights™ report offers guidance on which drugs work best for you, and which you should avoid, so you can manage your pain more effectively.

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.

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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