Frequently Asked Questions
Archives: FAQ
Dr. Hilu’s office is very diligent in evaluating and responding with your results. Due to the current demand, it takes approximately two weeks to receive your results via email from the day the clinic receives your kit.
We recommend keeping an eye on your spam folder as well as your inbox to make sure your results do not get lost.
Once a cellular analysis kit is purchased and shipped it is NOT reusable and CANNOT be sent back, no exceptions. If you purchased a kit and it has not been shipped yet, you can cancel the order and get a refund for the price of the kit minus a $15.00 Processing Fee.
You can ship multiple kits together to Spain to save money on shipping. We just recommend labeling the outside of each kit very clearly to avoid any confusion.
Blood has a short shelf life. Expediting it ensures that Dr. Hilu will receive it in time to perform the analysis prior to expiration.
The shipping expense to send your completed kit to Spain is NOT included in the initial cost of the kit ($450.00 USD). Depending on where you live, shipping via international priority may cost anywhere from $65-$120. We include detailed shipping instructions with your kit that we have found to be the most cost effective method.
We are unable to offer discounts on the cellular analysis kits since Dr. Hilu’s clinic has a set rate for performing the analysis.
Our secure card processing system does not accept most medical cards. If your HSA card is not accepted, you can try to get the cost reimbursed if it is considered a qualified medical expense, but it would need to be purchased initially with a debit or credit card connected to a regular account.
Orders are typically processed within 3-5 business days. This does not include time in transit (shipping time).
All domestic orders (within the US) are sent via USPS Priority Mail which typically take around 2-5 business days to be delivered, unless there are delays out of our control.
International orders (outside of the US) are shipped either via USPS Priority Mail Express or FedEx International Priority Express which typically take around 2-5 business days to be delivered, unless there are delays out of our control.
You will receive a confirmation email when your kit is shipped that includes your tracking information. If you do not receive this email, we recommend checking your spam folder.
While completing the First Visit form or Follow Up form, if you do not know the answer to any of the listed questions, you can skip them or write “I don’t know”.
The explicit consent form is required by Clinica Hilu’s administration department according to a data protection law that was recently passed in Spain. Spain has strict data protection and HIPAA laws and they require an identification number for all patients. In Spain, everyone receives an ID card that includes an identification number (TIN). In the U.S., if you do not have a TIN, please include your drivers license number or passport number.