Q: How many complimentary memberships can I get?

A: You can receive up to 2 complimentary memberships per year. Complimentary memberships are non- transferable.

Q: How can I cancel a test on Dynacare Plus?

A: To cancel a test, please contact the Dynacare Plus Customer Care team at 855.748.1115, Monday to Friday from 8 a.m. to 4 p.m. EST.

Q: Will I get a receipt that I can use for insurance purposes?

A:Yes. You will receive a receipt via email.

Q: Does this screening test replace the need to consult with a healthcare provider?

A: No. Consulting with a healthcare provider for a full assessment is essential when an STI is suspected. This product does not remove the need for or replace the advice of a healthcare provider when an STI is suspected.

Q: Who is this product intended for?

A: This product is intended for individuals who are curious about their chlamydia, gonorrhea, and/or Trichomonas status for wellness purposes only.

The STI Panel screening test detects only genital chlamydia, gonorrhea, and Trichomonas from a urine sample source. A negative result from this screening test does not rule out an STI at another anatomic site (e.g., throat, rectum), or infection with another STI that is not tested as part of this panel (e.g., HIV, syphilis). Consider discussing with a healthcare provider if more comprehensive testing is needed.

Kit Registration

Why do I need to register my kit?

Your kit needs to be registered in order for our lab to process your sample. As part of registration, you will enter your unique kit barcode and the date and time of sample collection. Kit registration will also help you to ensure you have followed all collection and packaging steps successfully.

How do I access the kit registration page?

To access the kit registration page, simply scan the QR code located on the kit box and the Customer Instructions within the kit box. You can also go to DynacarePlus.com and click on 'Register Kit'.

I'm getting an error when entering my kit barcode, what do I do?

You can scan the barcode on the kit box using your mobile phone. You can also enter it manually. If the problem persists, contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

I forgot to register my kit, will it still be processed?

You need to register your kit first so our lab can process your sample and send you results. If you forgot to register your kit, go back and register it. If your sample has already been shipped, please call Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST.

I made a mistake while registering my kit, what do I do?

You can go back and edit the information you have entered before continuing to the next step. At the end of the registration process, you can also edit kit details before completing the registration process. You will not be able to go back and edit once you have completed kit registration. If you identify a mistake after finalizing registration, call Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST.

Sample Collection

Can I call Dynacare when collecting my sample?

You can access instructions and tutorial video on our website to guide you through the sample collection process. You can also check out the printed test instructions included in your kit box. If you still have questions about sample collection, call 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST.

When is the best time to collect my urine sample?

Weekdays are the best time to collect your sample. Avoid collecting your sample at times where Purolator pickup may not be available within 24 hours of collection (i.e., Saturdays and Sundays), or holidays.

It is recommended to schedule sample pickup within 24 hours of collection. If sample is collected within said time frame, sample stability at ambient temperature will not be compromised.

It is important to remember not to urinate or clean genital area at least one hour prior to sample collection.

Will a Dynacare healthcare provider or other employee come to my home to help me with collection?

No. Homecare services are not available for the home collection kit. If you need further assistance, you can reach out to Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

My kit is missing an item, what do I do?

Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

My kit has a broken or defective item, what should I do?

Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

I made a mistake during collection. Can I get a new kit or do I have to pay again?

Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

How soon can I use this kit to test after exposure to an STI?

It may take 5 days to 2 weeks for chlamydia, gonorrhea and Trichomonas to be detectable after exposure. If you decide to test within this period and receive a negative result, you may consider retesting at least 2 weeks after exposure to increase the likelihood of detection.

Results

What happens if my test result is positive?

If your result is positive, you will need to seek advice from a healthcare provider. You will be contacted by Dynacare to ensure you have seen your result.

Chlamydia and gonorrhea are public health-notifiable diseases in Canada and Dynacare is required to report these according to the regulations in the province where the sample was collected. A member of your local public health team may also contact you.

Do I need a confirmation test if I'm positive?

Because the STI Panel is considered a screening test, your healthcare provider may require you to conduct a confirmatory test.

Current practice guidelines indicate that anyone suspected of having a specific STI (e.g., chlamydia or gonorrhea) should be screened for other STIs (e.g., syphilis, HIV) based on their individual history and risk factors, so additional assessment may be needed.

I tested positive, how should I inform my recent partners?

We recommend that you check with the public health agency or a healthcare provider for directions on this matter.

If I test negative, does that mean I am STI-free?

Although the STI Panel screening test is very sensitive, the accuracy of the result depends on many factors including the quality of the sample collection and how soon the sample is collected after a potential exposure. If you have concerns that you have received a false-negative result (e.g., persistent or worsening symptoms) a discussion with your healthcare provider should be considered.

The STI Panel screening test detects only genital chlamydia, gonorrhea and Trichomonas from a urine sample source. A negative result for this screening test does not preclude STI from at another anatomic site (e.g., throat, rectum), or infection with another STI that is not tested as part of this panel (e.g., HIV, syphilis). Consider discussing with a healthcare provider if more comprehensive testing is needed.

Current practice guidelines indicate that anyone suspected of having a specific STI (e.g., chlamydia or gonorrhea) should be screened for other STIs (e.g., syphilis, HIV) based on their individual history and risk factors, so additional assessment may be needed.

If my result is negative, could I still speak with a Dynacare-appointed doctor or healthcare provider?

Through Dynacare Plus, you can connect with a virtual healthcare provider via Tia Health and discuss directly any concerns you may have. Please note this is not included with purchase of your STI screening test and is a separate transaction between you and Tia Health.

Can I share my test result with my healthcare provider?

This feature is not currently available through Dynacare Plus. Instead, you will be able to generate a PDF test report and share it within your primary circle of care.

What if I test negative but still have symptoms?

Please discuss any symptoms or other health concerns directly with your healthcare provider.

Laboratory Testing

What is the difference between a screening and a diagnostic test?

The STI Panel screening test is intended for people who are curious about whether they have been exposed to an STI and/or wellness purposes. Diagnostic tests are ordered by healthcare providers in order to guide clinical management decisions. Screening tests ordered by customers are non-diagnostic.

Can I order more tests for screening purposes?

At this time, Dynacare only offers the STI Panel as a customer-ordered test for screening purposes.

How long will it take to process my sample?

Testing may take up to 5-7 days after the sample is received at our lab.

What lab testing methods will be used to test my sample?

Dynacare uses molecular testing methods for the detection of chlamydia, gonorrhea and Trichomonas nucleic acid.

How accurate is the lab testing?

The tests used by Dynacare to detect chlamydia, gonorrhea and Trichomonas in your urine sample are highly sensitive (94-100%) and specific (>99%). This means that false-negative or false-positive test results are very rare. Importantly, the likelihood of receiving an incorrect result depends on your specific risk factors for disease, the disease prevalence in your exposure area, and the quality of the sample collection. If you have questions about your specific STI risk factors or whether you should be screened for an STI, please discuss this with your healthcare provider.

Shipping

How long will it take for me to receive my kit?

You will receive the kit within 1-3 days after placing order.

What happens if I am not home at the time of delivery?

To protect your privacy, by default, Purolator will require that someone at your delivery address sign for the kit package. Otherwise, it will be brought to your nearest Purolator depot and a card will be left at your delivery address indicating the same. You may call Purolator to schedule another delivery attempt. Alternatively, you can opt for e-signature and provide instructions to Purolator to leave the package at your door by utilizing the Purolator Your Way program that is offered via SMS. To learn more, check 'Can I customize my delivery?' in the FAQs section.

Please note that choosing the e-signature option, implies that you understand the risk of loss of both your package and privacy.

Where do I put my kit for Purolator to pick up?

You will have the option to pre-select a pickup time that is convenient for your schedule. If you are not at home at the time of scheduled pickup, the shipment, sealed with the return airway bill affixed, can be left in a secure location outside your home for pickup by the courier.

What happens if my kit is lost as per my tracking number?

Please contact Customer Care for assistance at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

When can I book a Purolator pickup?

Please check on Purolator website for pickup availability in your area.

Who do I contact at Purolator?

You can schedule a pickup through the Purolator chat bot available on Purolator.ca. The chat bot will guide you through the pickup scheduling process and also answer questions you may have. If you have difficulty with the chat bot, you can contact Purolator at 888.SHIP.123 (888.744.7123).

Can I provide a different shipping and billling addess?

Yes, the shipping address field is separate and can be edited if required.

Can I ship to a PO box?

No, unfortunately Purolator cannot deliver to a PO Box.

My tracking number says delivered but I haven't received the kit.

Please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

What is the size of the package that I will receive?

Kit size is 8" w x 5.5" d x 1.5" h.

I lost my tracking number, what do I do?

Check the email you received following kit online purchase with tracking number details. You can also contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

Can I change the address after ordering?

Yes, as long as the change request is made prior to the kit being shipped. Please contact Customer Care if you need to update your shipping address at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

Why is my order delayed? I have not received the kit yet.

Check the Purolator website using your tracking number. If you need further assistance, contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

My Purolator tracking is not working/not updating. What should I do?

You can contact Purolator by live chat or phone call. If they are unable to help, please contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

Can I customize my delivery?

You can customize your delivery using Purolator Your Way - an easy and convenient way to customize your delivery settings from Purolator. You will receive an SMS from Purolator with a link to the portal where you will have the option to customize your drop off location, add a buzzer code and add additional delivery notes for the courier. You will also have the option to release your package with an e-signature if you will not be home at the time of the scheduled delivery. This SMS you receive from Purolator is directly linked to your specific order. You will not receive additional communication from Purolator once delivery is complete. To learn more, click here for more information.

Billing and Payment

Is there a test cancelation period?

You are able to cancel your order until 11:00 a.m. EST of the following business day from your order date.

Does this test qualify for insurance coverage?

Please check directly with your insurance provider for coverage information. We provide a receipt for your order that can be used for claim submissions, if needed.

How long will it take to get my refund?

Refunds take approximately 10-12 business days from the day you apply for a refund.

Do I qualify for a refund?

For more information, contact Customer Care at 855.748.1115, Monday to Friday from 8:00 a.m. to 4:00 p.m. EST. Closed on public holidays.

Is this test covered by a provincial insurance plan?

No. The Sexually Transmitted Infections (chlamydia, gonorrhea and Trichomonas) Panel at-home kit offered by Dynacare, is intended for screening purposes only. If you are looking for a provincially-insured diagnostic STI test, visit your healthcare provider to discuss options available under your provincial insurance plan.

Q: What is the accuracy rate and false positive rate of Harmony NIPT?

A: Harmony identified 99% of trisomy 21 cases, with a false-positive rate of less than 0.1% in clinical testing.¹
¹ Norton et al. N Engl J Med. 2015 Apr 23;372(17):1589-97

Q: Why perform Harmony NIPT instead of a traditional screening test?

A: Traditional screening tests (maternal serum screening, first trimester screening, Quad screening) can miss as many as 20% of Trisomy 21 cases in pregnant women. With traditional screening, as many as 1 in 20 women will receive a false-positive result.

Q: What happens if my results indicate that I am high-risk?

A: If the Harmony prenatal test shows you are high risk, it does not necessarily mean that the pregnancy has one of these genetic conditions. Harmony has a less than 0.1% false-positive rate for trisomies 21, 18 and 13. This means fewer than 1 in 1,000 Harmony tests yields a false-positive result.¹ Your healthcare provider may offer you a follow-up diagnostic procedure to confirm.
¹ Norton et al. N Engl J Med. 2015 Apr 23;372(17):1589-97

Q: Is this test available through provincial funding for high-risk customers?

A: In some provinces the cost for the Harmony test is covered by provincial health insurance plans for women who meet specific clinical criteria. These criteria vary but may include age of the mother at delivery, a positive first trimester screen or maternal serum screen, findings on ultrasound, or a previous pregnancy with chromosome abnormality. Please check with your physician to inquire.
For those patients self-paying please be aware that some private, supplemental insurance plans also reimburse for the cost of the Harmony Test. Please check with your insurance provider for more details.

Q: What is 22q11.2 deletion syndrome?

A: 22q11.2 deletion syndrome is caused by a missing piece of chromosome 22. It occurs in about 1 in 1,000 pregnancies.² The majority of children with 22q11.2 deletion have heart defects, immune system problems, learning challenges, and specific facial features. Some children with the condition also have intellectual disability, feeding problems, speech delays, low calcium levels, kidney problems, and/or seizures. Children with 22q11.2 deletion have an increased chance of autism and may develop psychiatric conditions such as schizophrenia later in life.
²Grati et al. Prenat Diagn. 2015 Aug;35(8):801-9.

Q: What is the accuracy rate and false positive rate of Harmony NIPT?

A: Harmony identified 99% of trisomy 21 cases, with a false-positive rate of less than 0.1% in clinical testing.¹
¹ Norton et al. N Engl J Med. 2015 Apr 23;372(17):1589-97.

Q: Why perform Harmony NIPT instead of a traditional screening test?

A: Traditional screening tests (maternal serum screening, first trimester screening, Quad screening) can miss as many as 20% of Trisomy 21 cases in pregnant women. With traditional screening, as many as 1 in 20 women will receive a false-positive result.

Q: What happens if my results indicate that I am high-risk?

A: If the Harmony prenatal test shows you are high risk, it does not necessarily mean that the pregnancy has one of these genetic conditions. Harmony has a less than 0.1% false-positive rate for trisomies 21, 18 and 13.¹ This means fewer than 1 in 1,000 Harmony tests yields a false-positive result. Your healthcare provider may offer you a follow-up diagnostic procedure to confirm.
¹ Norton et al. N Engl J Med. 2015 Apr 23;372(17):1589-97.

Q: What happens if my 22Q11.2 Screening results indicate that I am high risk?

A: Any pregnancy has a potential risk of 22q11.2 deletion. Babies born with 22q11.2 deletion usually do not have a family history of the condition. Unlike Trisomy 21 (Down syndrome) or other genetic conditions caused by entire extra or missing chromosomes, women of all ages have an equal chance of having a baby with 22q11.2 deletion.
If results indicate an increased chance of 22q11.2 deletion in a pregnancy, additional testing may be offered in order to confirm whether the pregnancy actually has 22q11.2 deletion.

Q: Is this test available through provincial funding for high-risk customers?

A: In some provinces the cost for the Harmony test is covered by provincial health insurance plans for women who meet specific clinical criteria. These criteria vary but may include age of the mother at delivery, a positive first trimester screen or maternal serum screen, findings on ultrasound, or a previous pregnancy with chromosome abnormality. Please check with your physician to inquire.
For those patients self-paying please be aware that some private, supplemental insurance plans also reimburse for the cost of the Harmony Test. Please check with your insurance provider for more details.

Q: What is the process?

A: Providing a sample for the OptimalRx Plus is simple; it requires only a p sample of your saliva, collected by swabbing the inside of your cheek with a cotton swab. The sample is sent to the laboratory for testing.
Your test results are reported to your clinician 5-8 business days after your sample is received at the laboratory.

Q: What if I, or my physician, doesn’t know how to interpret the results of my OptimalRx Plus test?

A: Genetic counsellors are here to help. Dynacare’s genetic counsellors are available for a complimentary consultation, in both English and French. To schedule your telephone consultation, please call 888.988.1888.

Q: What are antibodies?

A: Antibodies are microscopic proteins made by the blood cells to help your body fight off an infection. These antibodies may protect you from getting the same disease again. For example, when you get sick with chickenpox or receive the chickenpox vaccine, your blood cells respond by making antibodies that protect you from getting it in the future. This is how immunity to certain diseases is produced, although it doesn’t occur with all diseases.
A positive antibody test result may indicate previous or current exposure to an illness but should NOT be used to infer immunity status or infectivity. It is unknown whether COVID-19 antibodies indicate protective immunity and for how long.

Q: Should I get this test if I think I may have a COVID-19 infection currently?

A: No, this test is intended for asymptomatic customers.
Symptoms of COVID-19 can include fever, new or worsening chronic cough, shortness of breath, difficulty breathing, sore throat, difficulty swallowing, decrease or loss of sense of taste or smell, chills, headache, unexplained fatigue/malaise/muscle aches, nausea//vomiting/diarrhea/abdominal pain, pink eye, or runny nose/nasal congestion without other known cause.
If you think you have an active infection, call your local Public Health unit to be referred to the right resource.

Q: Is Tia Health secure?

A: Customer privacy is a top priority for Tia Health. They use bank-level encryption and store data securely in Canada.

Q: Do I have to pay for a Tia Health virtual consult?

A: Virtual care is covered by the provincial health plan in Ontario (OHIP), Alberta (AHCIP), and British Columbia (MSP), but not the other provinces. Patients with a valid Ontario, Alberta, or British Columbia health card will not be charged. Patients in other provinces will receive a receipt that may be reimbursed through a health spending account or other private insurance.

Q:How can I book an appointment?

A: Click on the Book Now button to get started. You will then be prompted to select the type of consultation (video or phone), who the appointment is for (you or someone else), and which provider you would like to speak with. Lastly, you will be prompted to sign up or login to confirm your appointment.

Q: I ordered a test and I need to have a requisition approved. Can Tia Health help with this?

A: Yes. To book an appointment with a Tia Health physician, simply click on the "Book Appointment" button.

Q: Can I choose which doctor to speak to?

A: Yes. Tia Health has a variety of male and female doctors who speak different languages and with different specialties.

Q: Can a Tia Health Physician order laboratory tests?

A: Yes.

Q: How can a customer book a follow-up appointment?

A: Once the results are available, the Tia Health doctor will discuss them with customer depending on the customer's individual needs. If needed, the customer can book a follow-up appointment with a Tia Health doctor or book an in-person appointment for further diagnosing.