Shipping Policy

Shipping Policy for India
(Restricted to India)

This Shipping Policy applies to patients / subscribers who order NGS Panels (tests) requiring a biological specimen to be shipped for processing. Shipments are currently restricted to addresses within India only. By placing an order, you acknowledge and agree to adhere to the packaging and shipping requirements detailed herein.

Packaging & Collection Kits

All specimens must be packaged according to the instructions provided in the Specimen Collection Kit supplied by Karkinos Healthcare Pvt. Ltd. (“KHPL”) or an authorized affiliate.

The collection kit will be labeled with both GeneSilico and Karkinos Healthcare branding. If this branding is absent, or the kit is visibly damaged, please contact help@genesilico.ai before taking any further steps.

The collection kit will generally include:

Primary and secondary containers (e.g., bubble wrap or a zip-lock pouch) for the safe enclosure of your specimen (e.g., FFPE blocks, slides).
Instructions on how to seal, label, and handle the specimen prior to pick-up.

Transportation Responsibility

Karkinos (KHPL) or its designated courier affiliates will transport your secured specimen to the KHPL sequencing lab.
GeneSilico will serve as the single point of contact (SPOC) for all shipping or order-related queries and will liaise directly with KHPL for any logistics coordination.

Pick-Up & Shipment

Pick-Up Request: Patients (or relevant facility staff) must notify GeneSilico once the specimen is ready for dispatch. GeneSilico, in turn, will coordinate with KHPL or its logistics partner for pick-up.

Scheduling:

Same-day pick-up requests may be accommodated if made before 11:00 AM (subject to courier availability and location).
For remote or out-of-delivery-area locations, a minimum of one (1) business days’ notice is recommended to ensure timely pick-up.

Shipment Transit:

Specimens from Tier-1 cities typically arrive at KHPL’s Navi Mumbai Reference Lab within 24 hours, barring airline or logistical delays.
Delivery from Tier-2 or remote locations may take 48 hours or longer, depending on the courier network.

Delivery & Confirmation

Once the specimen arrives at KHPL’s Reference Lab, the Accession Department will confirm receipt and begin processing.
GeneSilico will provide delivery confirmation to patients or relevant facility contacts, completing the shipping cycle.

Liability & Delays

KHPL and its affiliates strive to ensure timely delivery but are not liable for delays beyond their control (e.g., weather disruptions, airline delays, courier network issues).
Any damage or loss resulting from non-compliance with the Specimen Collection Kit instructions may nullify warranties or responsibilities otherwise assumed by KHPL or GeneSilico.

GeneSilico reserves the right to amend this Shipping Policy as needed, reflecting changes in regulations, courier arrangements, or operational needs. Updated versions will be provided or made available as applicable.

For any shipping or order-related questions, please contact GeneSilico at help@genesilico.ai.

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