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How can we help you?

Here you'll find answers to frequently asked questions and get the support you need. Can't find what you're looking for? Check out our support page linked below to submit a ticket. 

Frequently Asked Questions

Ordering Online & Shipping

What shipping options do you offer?

  • Viome kits for United States customers are shipped via the United States Postal Service (USPS) standard ground shipping. For U.S. customers, kits are delivered within 5-7 business days.

    International shipments (outside the United States) are shipped via the United States Postal Service (USPS) For International deliveries, please note there may be extended shipping times due to Customs processes.

    Includes free standard U.S. domestic return shipping.

    International customers are responsible for the cost of return shipping.

Can I purchase Viome as a gift?

Looking to share the Viome experience? Here are a few things to keep in mind:

Location: The user must be located in a state or country serviced by Viome. The Gut Intelligence Test is available in the United States, Canada, Germany, France, Australia, Belgium, the Netherlands, Luxembourg, and the United Kingdom. Viome is NOT available in New York due to licensing needs.

Age: Viome is available for children under the age of 18. However, keep in mind that minors will need consent from a parent or guardian to use Viome.  

User Login: Each Viome account must have a unique email address. Accounts cannot be shared. 

Am I eligible to take the Viome Gut Intelligence Test?

Location: Our Gut Intelligence Test is available in the United States, Canada, Germany, France, Australia, Belgium, the Netherlands, Luxembourg, and the United Kingdom.

Viome is currently unavailable in New York.

Age: Viome's Gut Intelligence Test is available for both adults and minors. Children under the age of 18 must sign a separate consent form and parents must sign a parental assent form. 

All Viome accounts must be set up with a unique email address. When registering a kit for a minor, be sure to select the appropriate age option. Failure to do so could result in a delay in processing results and recommendations. 

Results and recommendations for minors may take a few days longer to process than for adults - please be aware of this when ordering Viome for a minor.


What is your refund policy?

Viome offers a full refund for Viome products in the amount of the actual purchase price paid to Viome, provided that the order is cancelled within 24 hours of the purchase.

If a refund is requested more than 24 hours but not more than 14 days after the date of purchase, we offer a refund in the amount of the actual purchase price paid to Viome less the cost of any included test kits, shipping, handling and sample processing costs plus tax (where applicable). 

For more information, please review our full Terms of Service.

Testing Basics

How do I complete the Gut Intelligence Test?

Conducting the Gut Intelligence™ Test is easy - all we need from you is a small stool sample which you can collect at any time of the day.

There is nothing special you need to do to prepare for the test.

Follow the instructions below to complete your test. We’ll use your sample, along with the information from your questionnaires, to determine your personalized food recommendations. Please Note: Viome will not be able to analyze your sample if it is not collected properly or if your questionnaires are incomplete.

1. Register your test kit

  • If you have not already, please login to your Viome app, or visit viome.com/register in order to create an account, or login to your existing account. You can use any of the four printed numbers on the outside or inside of your kit or sample vial to register.
       
      Registering your kit requires internet access. We highly recommend downloading and using the Viome app--available for iOS or Android phones. For computer access, we suggest Chrome, Safari, Firefox, or Edge browsers. Our website is not supported by Internet Explorer.
       
    This article contains detailed instructions on how to register your kit if needed.


  • 2. Get Ready

Your kit should include:
*One tape measure
*One brown-capped vial containing attached scoop and preservative solution
*Two stool collection papers for your toilet
*One RigidSafetyBag®
*One pre-addressed mailing envelope

  • Use the included tape measure to take your waist and hip measurements. You will be asked to enter this information into the Questionnaires section of the Viome app or web portal.

  • There are two stool collection papers of different sizes. Use the one that best fits your toilet.

  • Attach the stool collection paper to your toilet by lifting the toilet seat and adhering it to the top edge of the bowl.

  • Ensure that the collection paper sags slightly. Carefully deposit your stool onto the paper.

3. Collect

  • Uncap the brown-capped tube (be careful not to spill the solution inside).

  • Use the attached scoop to transfer ONE small, pea-sized scoop (NOT heaping) of your stool to the brown cap tube and close the tube tightly. The size of your sample (keeping it pea-sized) helps ensure the smooth processing and analysis of your sample (and less chance your sample could be rejected for resubmission).

  • Shake vigorously for 30 seconds. Allow the tube to rest for 30 seconds. Repeat this shake/rest steps 2 more times.

4. Ship

  • Place the brown-capped tube in the RigidSafetyBag, and seal the bag.

  • Domestic shipping: Place the RigidSafetyBag inside the grey return envelope with the prepaid label attached. Store at room temperature and mail the next business day. We recommend mailing at a USPS location and getting a receipt.

    Please note that due to state regulations, we are unable to process samples sent from New York. Please do not mail your sample in from any New York post box or office.

    International shipping: Place the RigidSafetyBag inside the grey return envelope, along with the certificate of nonbiological material. There is a completed customs CN22 form on the outside of the grey return envelope. Store at room temperature and mail the next business day.

  • For international shipping instructions, visit viome.com/shipping.

Do I need to stop my supplements/probiotics or medications before testing?

Supplements: 

If you are on regular supplements and/or probiotics, you do not need to discontinue them for the test. It would take 2-3 weeks off of supplements and/or probiotics to determine what your native microbiome would be, but it is your decision to determine if you would like your microbiome to be tested native or supplemented.  If you do not plan on stopping your supplements in the near future then you do not need to worry about discontinuing them before testing.

Medications: 

No you do not need to stop your medications. You can still conduct the test while on your current medications. 

I just finished a round of antibiotics, will it affect my results?

Antibiotics can significantly disrupt the microbiome, and so it is important to pay close attention to specific, personalized diet, lifestyle and possible supplements in order to re-establish a balanced microbiome. Viome will capture the state of the microbiome at the time of testing.

If a sample is taken right after antibiotics, recommendations will be focused on re-establishing the microbial ecosystem.

Note that antibiotics can affect the microbiome for up to a year after taking them, but testing three months after should show a significant difference.  

How do I ship my sample back to Viome?

Before you ship, please ensure that you have completed all the required steps, so that there is no delay in processing your sample:

1. Did you register your kit in the Viome app or online?

2. Did you place the brown capped tube inside the RigidSafetyBag, and seal it?

3. Did you place the RigidSafetyBag inside the return mailer, and seal it?

4. Store at room temperature, then mail the next business day.

5. Don’t forget to return to your app or your online portal to complete all of your questionnaires (you’ll see a checkmark next to each set of questions when finished). This is the last essential step to ensure there is no delay in getting your sample processed. A full set of answered questionnaires is necessary for every new test sample that you submit.

Note: Your sample is stable in the mail for upwards of 4 weeks. If for any reason your sample is compromised when it reaches our lab, we will provide you with a new collection kit.

Click on the location below for more detailed shipping instructions:

It seems complicated and I need more help.

We understand, but we are here for you!

First, you can watch this informative video.

If you continue to have questions, please reach out to our customer experience team at viome.com/asksupport

Miscellaneous Questions

Do I need a smartphone to use Viome?


    • You do not need a smartphone, but you will need access to a web browser. The entire Viome experience takes place online.

    • Your results and recommendations are only available through your account on your smartphone or web portal. Viome cannot mail paper copies of your results and recommendations to you for any reason.

Where can I find the Viome App?

IoS: https://itunes.apple.com/us/app/viome/id1206984146?mt=8

NOTE: The Viome app for iOS is supported on iOS versions 11 and later. 

What is included in my Gut Intelligence Test Kit?

  • The test kit includes everything needed to collect a small stool sample and send it back to the lab.

    Inside the box, you will find:

    1 collection tube
    2 paper toilet stool collectors
    return envelope
    rigid safety bag to protect collection tube during transit
    compartment bag with instructions
    a card to make note of your kit id code

Which code do I use to register my kit?

There are four different codes on and in your kit. You may use any of them to register your kit.

*Outside corner of the silver box
*Outside corner of the tan box
*On the brown-capped sample vial (there are two separate codes on the vial)

Please write down at least one of these codes for future reference.

Then, login to your Viome app (available for iOS or Android) or visit our registration page www.viome.com/register to register your kit.

Will I need to retest?

Some people like to measure their progress, like stepping on a scale.

We recommend repeating your Viome testing every 90 days to see where you are now, and determine new recommendations to continuously help improve your scores. 

Troubleshooting

I think I messed up my collection, what should I do?

  • It is important to collect only a small, pea-sized sample of stool and to not spill any of the collection tube fluid.

    If you experienced any trouble collecting your sample, please discard your sample and collection materials.

Next, click here to contact us so that we can get new collection materials sent to you!

I swapped my kit with someone else. What do I do?

My sample has not been received by the lab, what do I do?

  • Depending on where you mail your sample from, it is possible for shipping time to take up to 3 weeks to reach our lab. Once your sample arrives, it can take up to 48 hours for your Track Sample Status to reflect “Received by Viome” in your Viome app or online portal, where you’ll be able to continue to track your sample as it is processed by our lab.

  • If you do not see that your sample has been received by the lab, please send us a support ticket here.

I have not received my results. How long should it take?

  • Your personalized results and recommendations are normally released within 4 weeks of Viome receiving your sample and completed questionnaires. However, in some circumstances, there may be a wait time of 6-8 weeks. Processing times vary on a case-by-case basis.

    You can check to see if we've received your sample by going to "Track Sample Status" in your Viome app or online account and checking the tracker for the status.

    Your personalized results and recommendations will be released to your app or online web portal. You will receive an email notifying you that your results are available.

    Please Note: Viome is currently experiencing a delay in sample processing, please anticipate an additional 2-4 weeks wait time.

    We are combating this delay by adding additional workforce and robots to ensure efficient delivery of your results and recommendations as soon as possible! Thank you for your patience.


I missed a sale, does Viome offer price adjustments?

Viome is not able to apply any discount unless the purchase was made during the time of a promotional offer. Once you have made a purchase, the price is final. For more information, please review our refund policy.