Can I use insurance for my lab tests?
Rupa Health accepts payments for lab tests, but we don't deal with your insurance directly in any case.
You can pay for tests using credit card, an HSA (Health Savings Account) card or an FSA (Flexible Spending Account) card. You can also pursue insurance coverage retroactively through your insurance company by submitting your Rupa Health invoice receipt.
The only case where your insurance will be involved is for lab tests from Genova Diagnostics, if your doctor indicates up-front that you'd like to pursue insurance. In this case, you'll pay Rupa Health the initial insurance price but submit your insurance information directly to Genova. See more about how this works.
How can I use HSA or FSA?
You can put your HSA or FSA card number right into the payment page.
Can I get a Superbill or a receipt to submit to my insurance?
We provide an itemized receipt for lab tests paid through Rupa Health. To submit this to your insurance, you'll also need ICD-10 diagnosis codes from your provider, and CPT procedural codes for your labs. You can get these CPT codes from each individual lab by reaching out to the lab directly. Here's how to contact them.
What is your return policy for kits?
Patients have 30 days from payment to return a lab test kit. To be eligible for a return, the kit must be unopened. Please contact us at email@example.com to initiate a return.
Return policy details:
- All returned kits need to be received back at Rupa Health within 30 days of payment for a refund to be processed. This may involve paying for return postage
- Ship to: 177 Townsend St 528 San Francisco CA 94107
- The refund will be for the full price of the test returned to the same payment method, minus the ordering fee OR a $35 minimum.
- Certain exclusions apply
These kits are non-refundable:
- COVID-19 antibody tests from any lab
- All tests from Precision Analytical (DUTCH)
- All tests from Cyrex Laboratories
- All tests from Vibrant America & Vibrant Wellness
Reaching Support 📞
What if I need help with completing my test?
A few days before your test arrives, you'll receive an instructions email from Rupa Health with a cheat sheet for completing your test. You can also see our Patient Support Center to find articles.
If you have specific medical questions on the testing instructions, your best bet is to reach out to the lab company directly.
What questions should I reach out directly to the lab company for?
If you have questions on the testing instructions, interaction of supplements or medications, specific medical questions, or questions on exact turnaround time for your results, you can reach the lab company directly. You can see a directory and advice for reaching out here.
What questions should I reach out to Rupa Health for?
We can answer anything related to the order itself, including:
- Questions on shipping or logistics
- Questions on payment
- Filling out the requisition form properly
- Pausing or canceling your order
These are questions Rupa Health can answer. We can be reached at firstname.lastname@example.org - and we respond within 1 business day. You’ll always be helped by a human.
What questions should I reach out to my insurance company for?
If you'd like to figure out how much your insurance company can reimburse or cover for the testing, you'll have to reach out to them directly. You'll likely need ICD-10 Diagnosis codes from your doctor, and the names of the lab tests. If your insurance company asks for the CPT codes corresponding to the lab tests, you should ask the lab company for these.
What are the customer service hours?
Our customer service hours are 9am-5pm PST. We respond to all inquiries within 1 business day.
Blood Draws 🩸
Where can I get my blood drawn if my test requires it?
You'll have to arrange a blood draw separately for tests that require it, which often includes an additional fee. The Rupa Health team will send you 2-3 options for getting your blood drawn.
If none of these options work for you, you can always reach out to our team and we'll send more options.
Here are also a few places you can search for draw sites:
Where can I view my results?
Legally we are required to release results to your practitioner, who will then share with you. However, if you want to get results ahead of time - you can ask your doctor if that’s ok, and once we hear from your doctor, we can send them over.
What is the turnaround time for results?
Turnaround times vary by lab. They are calculated from the date that the sample is received at the lab. You can see a full list of them here.
What is Rupa Health? 🧪
Rupa Health supports practitioners and patients with the lab testing process. We're not actually a lab, and we don't process samples. We handle payment, shipping and communication between your doctor and several specialty lab companies. Read more about us here.