Frequently Asked Questions

Step 1: Activate

Test Activation Code?

The 6 digit test activation code is found on a white sticker with black type on the side of the purple test box. This code is unique to each test kit and when activated online, digitally links the pet, pet owner, and sample(s) together and tells the laboratory which tests to run. This test activation opens specific data entry fields in the pet’s digital report for the laboratory technicians to record test results.

Activate Online Before Mailing?

Yes. ClueJay tests should be activated online at ClueJay.com/Activate with test code prior to mailing the sample to the lab.

Samples that reach the lab without being activated online will not be processed until activated. Online activation digitally links the pet, pet owner, and sample(s) together and tells the laboratory which tests to run. This test activation opens data entry fields in the pet’s digital report (specific to the tests ordered) for the laboratory technicians to record test results.

Activate Online After Mailing?

No. Samples that reach the lab without being activated online will not be processed until activated. Online activation digitally links the pet, pet owner, and sample(s) together and tells the laboratory which tests to run. This test activation opens specific data entry fields in the pet’s digital report for the laboratory technicians to record test results.

If the sample was mailed before activating and the 6 digit test activation code (from side of test box) is known, then simply go online to ClueJay.com/Activate and activate the test before it gets to the lab. If activated before reaching the lab, it will get processed normally. If the sample has already reached the lab or the test activation code isn’t available, reach out to customer support at ClueJay.com chat during normal business hours, email hello@cluejay.com, or call 1-833-PET-TEST (1-833-738-8378).

Activate Online Later?

ClueJay pet tests can be purchased online, in-store, or through pet service providers (kennels, day cares, groomers, trainers) or shelters/rescues and then “activated” online days, weeks, or even months later. Pet owners don’t need to activate until ready to send in the sample.

Pet owners can sometime later, simply activate, collect, and mail right from home. This makes it convenient for pet owners (for example) who want to keep a Stool Test readily available for that “surprise” episode of soft stool or diarrhea, or for that next wellness stool test required by the kennel or recommended by the veterinarian weeks or months from now.

Why The Lab Fee?

ClueJay test kits and lab fees are sometimes paid separately (“split pricing”) when purchased through some partners. Pet owners purchase the test kit at ClueJay.com or from a retailer or pet service provider. When ready, pet owners activates the test online with the lab fee and mails the pet’s sample for testing. The lab fee covers test activation, sample processing, shipping to the lab, and reports that can be shared with a veterinarian. Split pricing is a different pricing approach compared to most local  veterinarians who combine testing materials, time, and the lab fee into one (aggregated) consumer price.

ClueJay uses “split (disaggregated) pricing” for two reasons.

The first is simple – ClueJay can give pet owners direct control over test upgrades or add-ons (both coming soon). In other words, if a Level 1 stool test kit is purchased, a pet owner can optionally “upgrade” to a Level 2 or Level 3 with different lab fees upon activation. Or if the Level 1 stool test comes back negative (no parasites found), a pet owner can “add-on” other tests like Giardia (Level 2) with a lab fee within a defined period.

The second reason is designed to support the ClueJay mission of increasing access to high quality healthcare for pets and their people. That means getting ClueJay test kits in the many locations that people shop for their pets, both online and in-store. In a “combined (aggregated) pricing model” for lab tests, the retailer or pet service provider would need to purchase and inventory all costs of the product (test kit) and service (lab analysis) before selling it to their consumer. By splitting off the cost of lab analysis, the test kits become more affordable for independent pet stores and pet service providers, shelters and rescues to stock.

ClueJay believes that our value chain should include those small, even tiny for-profit businesses and non-profit organizations that are directly caring for the pets we adore. By significantly lowering their start-up and carrying costs of ClueJay inventory, we can help support them and further elevate their role in pet health and wellbeing. While we work closely with national retailers to maximize access to our healthcare solutions, we have intentionally designed our business, distribution, and pricing models to support these small business pet service providers and non-profits in local communities.

Why Answer Lab Report Questions?

Several questions about the pet and sample are asked during online test activation. Pet owners are NOT required to answer them to complete the activation. Their purpose is to record  important observations made by the pet owner at the time of sample collection.

Local or virtual veterinarians will appreciate having these answers if the report is shared with them. Pet owners can go back into their account at any point to add the answers but it’s best to document observations with fresh memory during sample collection.

Please be aware that the laboratory does NOT review the answers and answers do NOT influence how the sample is processed or the test is performed. The answers are intended to be used by the pet owner and their veterinarian to help interpret the test results.

Upgrade Test Level? (Coming Soon)

Upgrade Testing (Coming Soon): Some ClueJay pet tests (e.g., stool tests) can have more than one “Level” of testing. When available for some test types, a higher level (e.g., from Level 1 to Level 2) provides additional testing on the same sample. Pet owners that initially purchase a lower ClueJay test level (e.g., Level 1), can optionally “upgrade” to a higher test level (e.g., Level 2) during online test activation. There are no standard cost savings or cost penalties to upgrading the test level at the time of test activation.

Dog or Cat Stool Test Level 1: Worms
ClueJay.com: $29.99 Test Kit + $50 Lab Activation Fee = $79.99
Upgrade $29.99 Test Kit to Level 2 with $70 Lab Activation Fee = $99.99

Dog or Cat Stool Test Level 2: Worms + Giardia
ClueJay.com: $34.99 Test Kit + $65 Lab Activation Fee = $99.99
Upgrade $34.99 Test Kit to Level 3 with $185 Lab Activation Fee = $219.99

Dog or Cat Stool Test Level 3: Worms + Giardia + Microbes
ClueJay.com: $39.99 Test Kit + $180 Lab Activation Fee = $219.99
Highest level; no upgrade option

Add-On Testing: For some sample types, “add-on” testing is optionally available for a short period of time even after initial testing of that sample is complete and results reported. Pet owners that purchase a lower ClueJay test level (e.g., Level 1) may receive completed results and then wish to have other tests added. Adding tests may be valuable if the pet for example, has abnormal stool (e.g., soft stool or diarrhea) and the initial test results were negative (no parasites found).

Standard holding times for all samples post-processing is one week (7 days) before being discarded. Sample quality and remaining sample volume may influence the lab’s ability to add on a test. Customer service will reach to pet owners if the sample quality or volume isn’t enough to complete add-on testing. There are no standard cost savings or cost penalties for adding tests after the initial testing was completed.