FAQ

Payments and Refunds

What is your return or refund policy?

Aptitude will replace any invalid test or test error. Please keep your test kit box and a photo of the reader light pattern of the result, and contact support@aptitudemetrix.com. We will provide you with troubleshooting assistance and a product replacement form. Our support hours are Monday-Friday from 9am-5pm Pacific Time (excluding holidays).

Will my insurance pay for the test or reader?

While some insurance plans may offer coverage of Metrix, this varies widely between different payors. We recommend checking with your insurance company directly for the most accurate information.

Do you offer seasonal promotions?

Our mission at Aptitude is to democratize diagnostics, so we offer the lowest price possible by default to maximize accessibility for all customers. Because of this, we don't have plans for seasonal promotions or discounts. We are proud to offer the most affordable and easiest-to-use molecular COVID-19 test on the market.

Do you offer a discount on enterprise orders?

Our mission at Aptitude is to democratize diagnostics, so we offer the lowest price possible by default to maximize accessibility for all customers. If you have a demand of >1000 tests or a recurring need for a large number of tests, we are happy to discuss customized purchasing terms and commitments, technical support, and warranty. Please contact sales@aptitudemedical.com for more information.

Shipping, Storage, and Expiration

How stable are Metrix tests against shipping in extreme temperatures?

We have performed rigorous testing of our product and demonstrated that it is stable for shipping under a wide range of temperatures. Our test is stable against extreme temperatures - we have not identified any confirmed cases of test performance issues due to shipping.

How do I store my Metrix tests?

We recommend users to store their test kit between 59 and 86 degrees Fahrenheit.

What is the expiration date of my Metrix test kit?

Each test kit is marked with a Use By date, found at the bottom of the box. Metrix tests currently have a shelf life of one year from the manufactured date. The expiration date of the current stock on sale can be found on the product page. Aptitude is obtaining data to support extended shelf-life claims - we will send out updates when the extension is approved by the FDA.

What is the expected life of my reusable Metrix reader?

The Metrix reader is designed to run 1000s of tests. We offer a 1-year warranty on all readers.

Sample Collection Tips

What kind of sample type should I use?

If the highest sensitivity is your goal, use a nasal swab for your sample. Nasal swab offers 97% sensitivity across symptomatic and asymptomatic users, and is also the easiest method to use. Moreover, while most tests on the market have a “presumptive negative” limitation, meaning that a negative test result should be verified with a lab PCR test, Metrix test does not have this limitation. This means you can take your negative Metrix test result with the same confidence as a lab test.

Saliva sample has a lower sensitivity of 90% and requires more careful collection techniques. If you cannot tolerate swab and must use a saliva sample, please see below for tips and instructions.

What do I need to know for nasal swab sample collection (recommended method)?

We recommend blowing your nose prior to collecting your swab sample - especially if you are already congested. If you use nasal sprays, we recommend waiting at least 30 minutes after using the spray, as well as blowing your nose prior to testing. Ideally, you would use a nasal spray only after collecting your sample.

What do I need to know for saliva sample collection?

If you cannot tolerate nasal swab, you may use Metrix with a saliva sample. Saliva collection is more nuanced than nasal swab. Please carefully follow the steps below to help you collect a proper sample.

1. Drink a glass of water at least 30 minutes before the test - this helps you get hydrated and produce enough saliva.
2. For 30 minutes before collection, please do not eat, drink, chew gum, smoke, or use any oral hygiene product;
3. When you are ready to collect saliva, it helps to think of citrus fruits to stimulate saliva. You would feel the saliva pool in your mouth - that’s a sign that you are doing it right!
4. After pooling enough saliva in your mouth, gently drool the saliva into the collector.
5. Please do NOT spit - that will introduce bubbles and mucus, which may lead to invalid results.
6. Please do NOT cough up phlegm - that may cause invalid results.
7. Please fill the collector until the saliva is right at the black line (ignore the bubbles). Give your saliva enough time to flow down the sides of the collector. You may tap the collector on the table to help it settle. If you drool too much saliva into the collector, make sure to pour out the excess fluid.
8. It may take a few tries to get this right. If you have difficulties, we are here to help! Please feel free to contact us at support@aptitudemetrix.com or 1-888-934-2253.

How much saliva is needed?

To receive accurate results, you will need to fill the saliva collector to the black line (not above it). Ignore the bubbles. Give your saliva enough time to flow down the sides of the collector. You may tap the collector on the table to help it settle. If you drool too much saliva into the collector, make sure to pour out the excess fluid.

What if there is not enough saliva?

You can pool more saliva at the front of your mouth, and then drool it into the collector. Be sure to not fill past the black line (ignoring any bubbles).

If you are dehydrated and unable to produce enough saliva, please proceed with a nasal swab.

What if there is too much saliva?

You can try to pour out some of the saliva, so that it does not go beyond the black line.

Can I use both saliva and nasal swab at the same time?

Combinations of saliva, nasal swabs, throat swabs or mouth swabs have not been evaluated by Aptitude in a controlled clinical study, so we cannot endorse those techniques. However, in our clinical study, we show nasal swabs give excellent performance across all subjects (symptomatic and asymptomatic). And unlike our competitors, this comes without a presumptive negative limitation, the most trustworthy claim that the FDA gives. Therefore, if you want the most confidence in the result, we recommend nasal swabs because those are fully validated.

Do you have video instructions for sample collection?

You can watch our Demo videos for both collection methods here:
‍
Swab Demo Video: Metrix COVID-19 Test - Swab
‍Saliva Demo Video: Metrix COVID-19 Test - Saliva

Results & Troubleshooting

Do you replace tests if I receive an Invalid Result or other test error?

What does an Invalid Result mean?

An invalid result does not mean that the test is defective. An invalid result means that the test sample fails the quality control step. A sample may fail the quality control because it either has an insufficient quantity (e.g., by not swabbing enough times) or too much interfering substance (e.g., mucus, phlegm, or blood in sample). In this case, an invalid result suggests that a better sampling method is needed. Please carefully follow the instructions provided above for collection. Please note that saliva is more susceptible to sampling variation.

What does a Test Error mean?

A Test Error means that an issue is detected that prevents the test from completing. This is an internal control built in by Aptitude to protect you against receiving incorrect results. The most common reason for a Test Error is incorrect test assembly: the cap may not be snapped onto the collector securely enough to release the blue fluid; the collector may not be attached firmly enough to the sensor; or the sensor may not be firmly inserted into the reader.

If you receive a Test Error message, you can immediately remove the sensor, press firmly down on the top of the cap until you hear a click and you are sure that all components are securely snapped together, and then firmly insert the test back into the reader to continue the test.

What does a Canceled Test mean?

A Canceled Test means that the test was interrupted, or it didn’t pass the initial QC of operating conditions. The reader treats any test interruption or improper operating conditions as a Canceled Test to protect you from receiving incorrect results.

One common reason is that the test is inserted into the reader before the reader is powered on. Please always connect the reader to the power supply before inserting the test into the reader.

Another common reason is running the test at a low temperature. Please make sure to run the test between 59F and 85F as recommended in the product insert. This error can also occur if the power supply to the reader was lost; or if the sensor was removed from the reader before the test was completed.

If you receive a Canceled Test at the start of a test (<2 minutes), you can resolve the issue by removing the test from the reader, and reinserting it.

I had an error message but I think I fixed it. Can I run the same test again?

If you received an error message at the very beginning of running a test (e.g., if you didn’t assemble the test tightly enough and received a “Test Error”, or if you ran the test at a cold temperature and received a “Canceled Test”), you can rerun the same test. On the other hand, if the error happens in the middle of a test run (e.g., if the test is canceled because it is removed or loosened from the reader), then the test cannot be run anymore. Please discard the test and use a new one.

Performance of Metrix Tests

How accurate are the results of Metrix tests?

Metrix is a PCR quality molecular test, so it’s much more accurate than antigen tests, and can detect infection earlier to allow timely treatment. You can view complete information about Metrix in our FDA authorization document: https://www.fda.gov/media/162403/download.

Should I use a nasal swab or saliva for better performance?

Nasal swab samples have 97% sensitivity and 99% specificity. Saliva samples offer slightly lower sensitivity of 90% and 99% specificity. If high sensitivity is your goal with Metrix, we suggest you use a nasal swab.

Will Metrix tests detect the latest variant?

Our test can detect all the circulating variants, including the newly emerging BA.2.86. Aptitude routinely monitors emerging variants and variants of concern by conducting monthly in silico analyses using all available SARS-CoV-2 genetic sequences on the GISAID database. We align our primers with all known SARS-CoV-2 genetic sequences and look for 100% alignment between the primers and the target genes. We will continue to monitor emerging variants for significant mutations. FDA also regularly monitors SARS-CoV-2 mutations and their impact on COVID-19 tests. More information can be found here: https://www.fda.gov/medical-devices/coronavirus-covid-19-and-medical-devices/sars-cov-2-viral-mutations-impact-covid-19-tests.

Regulatory Authorizations

Where is Metrix authorized for use?

Metrix is currently authorized in the United States for both over-the-counter and point-of-care use.* Metrix is the very first over-the-counter molecular test to be authorized for use with multiple sample types.

_{*The Metrix COVID-19 test has not been FDA-cleared or approved; it has been authorized by the FDA under an Emergency Use Authorization (EUA).}

Will Metrix be available in Canada?

We are currently in the process of seeking approval for Canada, which is expected in Q1, 2024. Please contact us at sales@aptitudemedical.com to be added to our Canada Waitlist.

Is Metrix authorized for pooling?

No, Metrix COVID-19 test is NOT authorized for sample pooling at this time.

Do you have other authorized tests beyond the COVID-19 test?

We are developing multiple additional tests, including COVID/Flu multiplex test, STI multiplex test, and Strep test. They are under development and not yet authorized by the FDA.

Order Inquiries & Product Support

How long does it take to receive my order?

We typically process orders within 1 business day, and ship according to your chosen method. If you placed an order after 1pm Pacific Time or outside of our business hours, it will be processed on the next business day.

Who should I contact if I have questions about ordering the product?

Please email us at sales@aptitudemedical.com for the fastest response.Our office and fulfillment hours are Monday-Friday from 9am-5pm Pacific Time (excluding holidays).

How do I contact Customer Support with questions about using the product?

Please email us at support@aptitudemetrix.com for the fastest response. Our customer support hours are Monday-Friday from 9am-5pm Pacific Time (excluding holidays).