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Instructions for submitting DNA test
Hair Loss DNA Genetic Test by Roots
Treatment /Serum
General Questions: Process, Refunds, Cancellations
Account Settings
Data protection and Privacy
Instructions for submitting DNA test
  1. Scan QR on the instruction postcard in your test kit we shipped you or visit https://www.rootsbyga.com/questionnaire/ to complete required questionnaire and upload hairline photos
  2. Twist open vial and remove swab (do not touch or contaminate the tip)
  3. Firmly swab inside of cheek, brush back-and-forth and rotate swab for 30 seconds
  4. Repeat inside the other cheek
  5. Return swab to vial and tightly secure the lid
  6. Apply patient identifer sticker LENGTH-WISE to vial (do not wrap around) and place into bio-hazard bag
  7. Complete Test Authorization Form that came included in your test kist box. Make sure you sign and date.
  8. Place bio-hazard bag and Test Authorization Form into your prepaid shipping envelope and drop at any USPS or post office
What is the Genetic Test for Hair Loss?
  1. It is a test that assesses your DNA and genes related to hair loss treatments. This test does not diagnose hair loss. Biomarkers can be evaluated in order to discover which active ingredients can be recommended.
  2. Our genetic test helps us create custom treatments for hair loss by combining the analysis of genetic variations and lifestyle factors from your questionnaire.
  3. Our test analyzes various genes across different pathways and then pairs them with the most appropriate pharmaceutical ingredients. You can download a sample report from our products page.  https://www.rootsbyga.com/wp-content/uploads/2024/07/sample-report.pdf  *Please note, only select ingredients are available for our formulas.
Does the Genetic Test work?

Yes, the test does analyze genes related to recommended treatments and hair loss. Pharmacogenetic testing has been used by leading dermatologists. However, this test does not diagnose hair loss.

Who can benefit from a genetic test for hair loss?

The Roots by GA can benefit anyone experiencing hair loss or thinning. Most our patients are experiencing androgenic alopecia, pattern baldness. Both men and women can benefit from our custom topicals.

How accurate is the Roots Genetic Test

Roots by GA test is provided by our partner lab. It is a pharmacogenic analysis test that uses advanced micro-array technology to analyze your genes. The test has reported reproducibility accuracy rate of over 99%. This test is not a diagnosis.

Why is genetic testing important for hair loss treatment?

Genetic testing is important for hair loss treatment because understanding an individual’s genetics can help inform which treatments. 

Can Roots’ genetic test determine the specific type of hair loss?

No, our genetic test is not a diagnostic test for hair loss. It can help identify specific genetic factors that may contribute to treating hair loss conditions such as androgenetic alopecia (male/female pattern baldness). 

The genetic test is used to determine which  medications and active pharmaceutical ingredients may be most beneficial to you so that we can create a custom topical.

Is a genetic test for hair loss covered by insurance?

No, health insurance does not cover hair loss treatments

Can a genetic test for hair loss provide guidance on potential treatment options?

Yes, a genetic test for hair loss can provide guidance on potential treatment options. Genetic testing can help identify specific genes or genetic variations that inform  hair loss treatments.

Where can I find the results report from my saliva test?

You can find the analysis in your customer portal. Log in using your email address you purchased with.  https://www.rootsbyga.com/my-account

We will email you when your report is ready, then you can easily log into your account and view your results form the reports tab.

Can a genetic test for hair loss be used for predicting hair loss in future generations?

Some genetic tests can provide high level guidance to hair loss based on family history (our test does not do this), but the accuracy of those tests is unknown. The Roots by GA test is a hair loss test to determine what treatments could benefit you. Our test is not a diagnosis.  

What happens with my DNA data, is it protected?

Our lab follows all federal guidelines concerning Private Healthcare Information (PHI). As per CLIA guidelines, all data is stored following HIPAA Compliance Guidelines and not used for any studies unapproved by the patient. Your data is only used for the process of treating your hair loss.

Telehealth Requirements by State: Do I Need an Audio/Video Consultation?

US states that currently require some sort of audio/video interaction between the physician and the patient are listed below:
Alaska
Arkansas
Delaware
Hawaii
Kansas
Maine
Mississippi
Missouri
Oregon
Rhode Island
West VirginiaShould you be located in these states, a brief auto or video direct to your assigned clinician might be required.

Telehealth Requirements: Identification Verification

Because you’re ordering prescription products, our service includes a telemedicine component. To ensure safety and comply with regulations, we may need to verify your identity during the process. We use ID verification software that can often confirm your identity without additional documentation. However, if the information you provide doesn’t pass verification, we may request your ID or use other methods to complete the process.

What prescription medications are commonly used for treating hair loss?
  1. Finasteride (Propecia): Finasteride is an oral medication that is FDA-approved for the treatment of androgenetic alopecia, which is the most common form of hair loss in both men and women. It works by inhibiting the conversion of testosterone to dihydrotestosterone (DHT), a hormone that is known to contribute to hair loss. Finasteride is typically prescribed for men, and it may help to slow down hair loss and promote regrowth in some cases.
  2. Minoxidil (Rogaine): Minoxidil is a topical medication that is FDA-approved for the treatment of androgenetic alopecia in both men and women. It is available over-the-counter and comes in various strengths. Minoxidil is believed to work by promoting blood flow to the hair follicles and stimulating hair growth. It is typically applied directly to the scalp and needs to be used consistently to maintain its effectiveness.
  3. Dutasteride (Avodart): Dutasteride is another oral medication that is FDA-approved for the treatment of androgenetic alopecia. It works similarly to finasteride by inhibiting the conversion of testosterone to DHT. Dutasteride is typically prescribed for men and may be used as an alternative to finasteride in some cases.
  4. Fluocinolone (currently not offered) Corticosteroid with anti-inflammatory and anti-itch properties. Applications for scalp psoriasis, seborrheic dermatitis, and otherautoimmune conditions closely associated with hair loss.
  5. Latanoprost Mimics naturally derived prostaglandin. Stimulates hair follicle activity via unknown mechanism. May increase hair density and thickness.
  6. Corticosteroids (currently not offered):  Corticosteroids are anti-inflammatory medications that can be used topically, orally, or via injections to treat certain types of hair loss, such as alopecia areata or other autoimmune-related hair loss conditions. Corticosteroids work by reducing inflammation and suppressing the immune response that may be attacking the hair follicles.
  7. Spironolactone: Spironolactone is an oral medication that is sometimes prescribed off-label for the treatment of androgenetic alopecia in women. It is a diuretic that can also block the effects of androgens (male hormones) in the body, which may help to reduce hair loss in some women.
  8. Tretinoin Promotes and regulates skin cell development. This creates a favorable environment for hair growth. Thought to work synergistically with minoxidil. May penetrate hair follicle better when in combination

We offer a variety of ingredients, but not all ingredient listed on your report, or above will be available for custom topicals.

What should I do if I experience side effects or adverse reactions from using prescription hair loss medications?

Stop use and consult a doctor if experiencing these side effect. You can report side effects to the doctor through our telehealth messaging portal :  https://patient.mdintegrations.com/login .

 

If you need help please email help@rootsbyga.com

Do I need a prescription from a healthcare provider to use hair loss medications?

Yes, all Roots by GA treatments include prescription medications that are approved by our clinical board certified telehealth dermatologist team.

How long does it take to see results with prescription hair loss treatments?

It may take several months (around 3-6 months) of continuous use to start seeing results, and maximum results may take 6-12 months or longer.

Are prescription hair loss solutions safe to use?

Prescription hair loss solutions, such as minoxidil and finasteride and dutasteride, are considered safe when used as prescribed and under the guidance of a qualified healthcare provider. In some cases there are reported side affects to some hair loss medications.

What are the potential side effects of prescription hair loss medications?

See the complete LIST of prescribed ingredients and their side effect profiles .

How often do I need to use prescription hair loss treatments?

Depending on your prescription, you might be advised to apply your treatment between 1 or 2 times a day in the affected area.

What if I’d like to purchase an extra serum?

Currently, we don’t have the option to purchase an extra serum, this will be coming soon.

Who is prescribing my treatment?

Clinical board certified dermatologists

How often is my treatment delivered?

Every 30 days after your initial serum is delivered

Certain State Video Interation

US states that currently require some sort of audio/video interaction between the physician and the patient are listed below:
Alaska
Arkansas
Delaware
Hawaii
Kansas
Maine
Mississippi
Missouri
Oregon
Rhode Island
West VirginiaShould you be located in these states, a brief auto or video direct to your assigned clinician might be required.

Refunds and Returns

Refund and Return Policy

At Roots by GA, your satisfaction is our priority. If you’re not fully satisfied with your product or service, please reach out to us at help@rootsbyga.com. Depending on the situation, we may offer a replacement, a full or partial refund, or credit for topical treatments at our discretion.  Before processing a refund or replacement, we may request additional information, such as photographs, to understand the issue better. Refunds will be issued to the original payment method. Please note, we do not offer refunds on genetic tests.

Product Inspection

Please inspect all products for damage or issues upon delivery. If there are any concerns, you must contact us at help@rootsbyga.com within 7 days of receipt for us to investigate and, if needed, provide a replacement.

Refund Requests

Refund requests must be made within 30 days of delivery. Refunds are limited to the amount paid for the current month’s product. In some cases, you may be responsible for additional shipping or handling costs for replacements.

Refunds on Recurring Shipments

Refunds for recurring topical shipments are handled on a case-by-case basis. Please contact us if you have any concerns.

Non-Returnable Items

  • Genetic Tests are non-returnable and eligible only for a one-time replacement in case of  defects, damages or lost shipments.
  • Topicals – We do not accept returns of items. Please see above about refund policy.

Replacements

We offer replacements for defective or damaged products, including topicals and genetic tests. If you need a replacement, email us at help@rootsbyga.com. Please note that DNA tests are eligible for one-time replacement only.

Returns

Due to the nature of our products, which include prescription medications, we do not accept returns. Please do not send items back.

For proper disposal of unused topicals, avoid flushing them down the toilet or pouring them down the drain unless advised by a healthcare provider. If you have questions about disposal, please contact us.

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again.
  2. Contact your credit card company, as it may take time for the refund to be posted.
  3. Contact your bank, as there may be a processing delay.

If you’ve done all of the above and still haven’t received your refund, please contact us at help@rootsbyga.com.

Need Help?

For any questions or concerns regarding refunds, returns, or replacements, feel free to contact us at help@rootsbyga.com. We’re here to assist you!

How long does it take to get my prescription in the mail from the time I order my test?
  • Once you place your order, it will take between 3-6 days to receive the cheek swab test.
  • Once we receive your saliva sample, it will take an additional 7-12 days for the analysis to be completed by our partner lab.
  • 24-72 hours for the telehealth provider to approve a recommended formula.
  • And 2-5 days to make the formula
  • In total from order to custom formula on your FIRST order – it will take around days if your submit your test right away.
  • Every order after the initial order, will only take 3-6 days to arrive, through auto-renewal once the order is processed.
Can I receive ongoing support or follow-up consultations with healthcare professionals through the telehealth platform?

Currently, we don’t have an option for ongoing clinical support. Should you have specific questions for our clinical team, you can contact them at help@rootsbyga.com

If you needed to make changes to prescription or have questions regarding your treatment you’ll be able to message your doctor.

Who is prescribing the medication?

All prescription orders are approved by board certified dermatologists 

What states do Roots deliver to?

Roots currently delivers to  48 states

How often will I be charged?

Roots by GA will charge you every 25 days. 

Is this a subscription service?

Yes, the company will charge your credit card every 25 days

Can I cancel my subscription service?

Yes, you can cancel your subscription 15 days before your next order. 

Can I just order a test and not subscribe to topical ?

Not at this time. Our test  is intended to provide insight into which  approved medications and  other active pharmaceutical ingredients options could give you benefit based genetic variations, medical history, age, sex, and lifestyle factors.  The reason we bundle the test and the topical subscription is because we want to be able to provide you with a recommended solution (though the report is valuable – we believe in providing solutions), using our trusted team of dermatologists and state of the art compound pharmacy to ensure highest quality formulations. Pairing the test with the customized topical subscription makes for the easiest way for someone to get started on a custom topical – right now we do not have a way to only sell the test.

 

 

 

What happens if I don't return my DNA sample?

Custom Prescription When Customer Sample is Missing/Delayed

When a customer’s DNA swab sample is not received by our lab within 45 days of receipt, Roots by Genetic Arts reserves the right to proceed with the prescription process using the information provided in your questionnaire and telehealth review with your assigned board-certified dermatologist. We will base our prescription recommendation solely on this information.

If in the future, if you would like to provide a DNA sample to update your prescription, you can do so. Please email help@rootsbyga.com if you would like this option.  

How do I update my profile?

Go to your profile table and click “profile update”

How can I update my address for serum delivery?
  1. Go to your account profile, 
  2. Click on account settings
  3. Change or update address
  4. Save
Interested in pausing or canceling my topical prescription?

No worries, you can pause or cancel your serum subscription at any point as long as it is 15 days before your next order.

Returns and Refunds

Refunds

Our refund and returns policy lasts 60 days for your initial order. We try our best to keep our customers happy, if you’re not satisfied with your custom treatment recommendation, and do not wish to start treatment we can give you a full refund for your order. 

To be eligible for a full refund on your first order, you must not have started treatment with your topical, or received your first topical.

We offer refunds for recurring topical shipments on a case by case basis.

Additionally, non-returnable items:

  • Genetic Tests
  • Topical

 

Please do not send your items back.

 

Refunds

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at help@rootsbyga.com

Replacements

 

We offer replacements only for items that are defective or damaged, including topicals and genetic tests. If you need to replace a defective or damaged item for the same one, please contact us via email at help@rootsbyga.com.

Please note that DNA tests are eligible for a one-time replacement only.

Returns

We do not accept returns, as our products include prescription medications.  Please do not return any items.

Discarding topicals: Do not flush them down the toilet or pour them down the drain unless instructed to do so by a healthcare provider. If you have any questions about the proper disposal of your medication, please contact Roots by GA.

Need help?

Contact us at help@rootsbyga.com for questions related to refunds and returns. We will be glad to help.

Due to the custom prescription nature of our topical product, we do not offer returns for our product. 

How will the privacy and security of my genetic information be protected?

Our CLIA and HIPPA lab stores your genetic results and questionnaire data. They do not sell patient data to third parties. If you’d like us to delete your data after your results come through, we can certainly do that. In the meantime, you can read the policy from our lab here: https://fagron.com/fagron-group/gx-sciences 

Privacy and data is top priority for our customers. Secure data storage: Genetic Arts Corp stores customer genetic data in a secure manner, with multiple layers of encryption and other security measures to safeguard against unauthorized access. We follow strict HIPPA and PHI compliance just an any doctors office would. 

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