Contact Us 2020

Check here first, for answers to the most commonly asked questions:

WHAT IS HOMEBIOTIC?

Assuming you mean the spray, and not the company name, it is an Environmental Probiotic. Just like your gut has a microbiome, so does your home. If your gut has an imbalance, you can take a probiotic supplement to restore the balance and improve your health. For your home, there’s Homebiotic. It can be applied anywhere an imbalance might occur, such as in areas that experience over-sanitization, or are prone to developing musty-smelling grime, slime or sludge. Homebiotic restores the natural balance, to help keep these areas cleaner at a microscopic level.

WHAT IS A HOME BIOME TEST?

A Home Biome Test uses advanced DNA sequencing technology to analyze 6 collected swabs from anywhere in your home, and creates a composite report on the total mix of microbial species in your space – including both bacteria and fungi. Instead of being a mold test, a Home Biome Test includes mold analysis as one part of a larger environmental assessment. Because of this, it is considered an investigative tool for information purposes only, and is not to be used for any legal/medical/insurance purposes.

SHIPPING TIMES

Our warehouse team aims to get every shipment out the same day it’s ordered, and definitely within 1 business day.

WHEN CAN I EXPECT TO RECEIVE MY ORDER?

For all orders within the United States, it typically takes 3-5 business days to receive your order. Canadian orders can take 1-2 weeks to arrive, depending on customs delays.

WHERE IS MY ORDER?

If you’ve received your order shipment notice, you can track its progress here:

https://homebiotic.aftership.com/

If you have not yet received your order shipment notice and it has been more than 2 business days, please use the form below to contact us and we’ll help you find it!

WILL EXTREME TEMPERATURES HARM THE EFFECTIVENESS OF THE HOMEBIOTIC SPRAY?

The bacteria in Homebiotic are very resilient, and can withstand periods of temperature extremes. Homebiotic can tolerate several hours at up to 140°F, as well as a limited number of freeze/thaw cycles. Homebiotic should not intentionally be exposed to either very high or very low temperatures, so should not be stored in a vehicle or uninsulated space  during the summer or winter.

HOW DO I USE THE HOMEBIOTIC SPRAY?

The Homebiotic Probiotic Spray reintroduces healthy soil-based probiotics wherever applied, to support a healthy balanced home microbiome. Homebiotic is not intended to be used as a cleaning agent, and should be applied to a clean surface to help it remain clean at a microscopic level.

Homebiotic is best applied to any clean surface or area that is usually prone to damp-smelling odors or musty-smelling grime, slime or sludge. Such areas include shower grout, areas around sinks & faucets, window sills, and in HVAC ducts. 

After cleaning the target area, apply a light mist of Homebiotic at a rate of 1 spray per 2 square feet. Apply once daily for the first week to establish the probiotic barrier, and then repeat weekly or as needed after that. Most users apply Homebiotic as the last stage of their normal cleaning routine.

WHAT IS THE SHELF LIFE? HOW LONG CAN I STORE HOMEBIOTIC?

Homebiotic has a 1-year shelf life with proper storage, the product expiry date sticker can be found on the underside of each bottle. Homebiotic will continue to be viable for several months after the listed expiry, with reduced effectiveness, but it is not advised to intentionally do this. 

In general we produce in smaller batches so we are only selling the freshest product with the longest possible shelf life.

CAN I SPRAY HOMEBIOTIC RIGHT ON MOLD?

Homebiotic is not intended as a fungicide or a cleaning agent, so it should not be sprayed onto existing mold or any other musty-smelling grime. Any existing mold, mildew, or dirt should be properly cleaned before Homebiotic is applied.

IS HOMEBIOTIC COMPATIBLE WITH BLEACH OR OTHER ANTISEPTIC CLEANERS?

No, any antiseptic cleaner (eg. one that claims the ability to kill 99.99% of germs, or something similar) will be highly toxic to Homebiotic and they should not be used together.

I HAVE MOLD, HOW SHOULD I CLEAN IT?

If you have a small amount of mold visible, we recommend cleaning with a natural product such as either hydrogen peroxide OR vinegar. They can be used one after the other if desired, but should not be mixed in the same container. Apply with a spray bottle, and wipe with a paper towel or other disposable cloth. We fully support the use of reusable cloths for cleaning, but cleaning mold is not the time to use microfiber cloths.

If the area is larger than 1 square foot, contact a local certified mold inspector for a proper assessment. After the area is professionally cleaned or remediated, you can proceed with applying Homebiotic.

WHY SHOULD I TEST MY HOME BIOME?

Understanding a complex environment, such as the microbiome of your living space, is the first step to understanding how it can impact your health. Your primary care physician, or another health professional, can use the data in a Home Biome report to better understand any symptoms or health effects you or family members may be experiencing.

Homebiotic is unable to provide any health or medical advice, so the information contained in a Home Biome report will help health professionals ensure accurate treatment recommendations.

CAN I USE ONE TEST KIT TO TEST MY HOME, MY CAR, MY OFFICE, ETC?

Unfortunately not, each test kit generates 1 report. If you would like to test multiple unique areas, you would need 1 kit per area. If you collect samples from very different environments, your results will not be accurate. You can test different rooms in your home, or different places in your vehicle, but not both with the same kit.

CAN I BUY 1 KIT BUT GET DIFFERENT REPORTS FOR EACH ROOM IN MY HOUSE?

Unfortunately not, each kit produces 1 composite report for the ambient microbiological environment found in your home. Doing 1 kit but expecting multiple results would be like paying for school, bringing your friends to class and expecting them to all get diplomas too!

I CHANGED MY MIND AND DON’T WANT TO KNOW WHAT’S IN MY HOME. CAN I RETURN MY TEST KIT?

Probably! If your test kit is completely unopened, it can be returned. However, for safety reasons, once a test kit is opened, it is non-returnable for any reason. Maintaining sterile samples is crucial for both accurate testing as well as maintaining product quality (and safety) for other customers. Think carefully before opening a product like this!

HOW IS A HOME BIOME TEST BETTER OR DIFFERENT THAN A MOLD TEST LIKE ERMI?

The Home Biome Test isn’t a mold test, although it does a quantitative analysis of mold spores found. A mold test, like ERMI, is a test certified to government standards and can be used for legal/medical/insurance purposes when administered by a certified mold professional. That being said, ERMI tests check for a mere 36 kinds of mold, whereas the Home Biome Test uses a reference library of over 30,000 different kinds of mold, plus bacteria. 

I WANT TO GET MORE THAN 1 TEST KIT, IS THERE A DISCOUNT CODE AVAILABLE?

Yes there is! When you buy 2 or more kits, you will save $100. This discount will be applied automatically at checkout.

I HAVE GRIME/SLIME/GUNK IN MY SHOWER, SHOULD I SWAB IT DIRECTLY?

No, this would give an unrealistically high result and would skew the rest of the results. The best surface to test would be an area nearby, but that isn’t visibly contaminated.

HOW LONG WILL IT TAKE TO RECEIVE MY HOME BIOME TEST RESULTS?

The process of preparing a sample for qPCR, running the DNA sequencing, and analyzing the data can take several weeks. Our lab aims to process every sample within 6 weeks of receipt, at which point our team is able to analyze the data and generate a customized report. At this time, COVID-19 restrictions are limiting the speed at which samples can be processed due to reduced staffing on any given day.

WHERE DO I REGISTER MY HOME BIOME TEST KIT?

You can register your test kit, view your results, and reset your access password at: https://test.homebiotic.com

DO I NEED TO FILL OUT THE FULL HOME PROFILE WHEN REGISTERING MY KIT?

Yes, the report score and personalized recommendations are based on the answers you provide in the home profile. This is built into our software, without a completed home profile we are unable to click the button to approve your report and write your personalized recommendations.

I SENT MY KIT IN 1 WEEK AGO, WILL I GET AN EMAIL WHEN IT ARRIVES?

You will receive an automated email when your sample is scanned in at the lab, which may or may not be the same day that it is physically delivered. The timing depends on how many other samples are delivered at the same time, and the current processing queue at the lab. Rest assured, that each sample is stored in a laboratory-grade freezer until being processed, to ensure sample stability.

I HAVE A COUGH/A RASH/A HEADACHE ETC AND I THINK IT IS DUE TO MOLD. CAN YOU TELL ME WHAT TO DO?

Unfortunately we are not able to provide any sort of medical or health advice. If you are experiencing any health symptoms, you can take your Home Biome Report results to your doctor or another functional health & wellness professional for specific medical advice.

I THINK MY ORDER IS LOST

If you suspect that your package has been delayed or possibly lost, please contact USPS Tracking® customer service directly and have your USPS tracking number on hand. You can email your concern by sending USPS an email with as much detail as possible and they’ll get back to you within 24 hours. Or you can call USPS at 1-800-222-1811 at any time that they’re open:

  • Monday to Friday: 8:00am to 8:30pm ET
  • Saturday: 8:00 a.m. to 6:00 p.m. ET
  • Sundays: Closed
  • Holidays: Closed

I THINK MY ORDER WAS STOLEN

If your order is marked as delivered, but is nowhere to be found, the following steps can be taken.

  1. Check all exterior doors and other locations where the package could be, including the porch, back patio, garage, and any area out of potential weather hazards.
  2. Also check with anyone who might have retrieved the package – a family member, neighbors, etc.
  3. If the previous 2 steps are unable to locate the package, please use the form below to request a replacement. Please provide us with as much detail as possible so we can file a lost package claim on your behalf.

MY ORDER ARRIVED DAMAGED

If your order arrived with damaged packaging, please take the following steps:

  1. Take a photograph of the damaged shipping packaging, so we can investigate whether a packaging error occurred or if it was damaged in transit.
  2. Carefully open the shipping packaging, and inspect the product(s) inside. If the product(s) enclosed are damaged beyond use, please use the form below to request a replacement. Please provide us with as much detail as possible so we can file a lost package claim on your behalf.

MY SPRAY BOTTLE IS DAMAGED

If your Homebiotic bottle is not spraying upon arrival, the following steps can be taken.

  1. Gently agitate the bottle to mix the solution inside. Despite appearances, Homebiotic bottles are not aerosol. Press the pump sprayer several times to initiate flow, and it should begin spraying.
  2. If the bottle is still unable to spray, or has previously sprayed and has stopped, try holding the bottle upside down and press the spray button several more times.
  3. Rinse the spray nozzle under hot running tap water in case there is a clog in the nozzle opening.
  4. If the bottle still will not spray, use the form below to contact us for a replacement, if applicable. In the case of products that are damaged/defective upon arrival, no return is necessary.

WHAT IS THE RETURN/REFUND POLICY?

Products purchased directly from homebiotic.com may be returned within thirty (30) days after delivery, excluding costs associated with shipping & handling. For any products purchased from other vendors or marketplaces (eg. Amazon), please contact that seller/marketplace directly for returns/replacement.

If a product is defective upon receipt, we will send you a new item or credit your account. You will have 30 days to request a replacement or refund on any order.

At this time, spray products that are opened and/or used are not eligible for returns for safety reasons but may be eligible for partial refunds, to be determined on a case by case basis.

NOTE: Once opened, Home Biome Test Kits are non-refundable for any reason.

To request a refund or replacement, please use the form below. When returning products, it is your responsibility to take reasonable care to see that the products are not damaged in transit and are received by us at the returns center address provided.

Refunds are at the sole discretion of Homebiotic.

For product returns & refund requests, please review the full policies and fill out the RMA form here: https://homebiotic.com/product-returns/

CAN I SET UP A WHOLESALE ACCOUNT?

Yes! We are happy to work with qualified resellers in select markets. You can fill out our wholesale application here: https://homebiotic.com/wholesale

NOTE: We have an exclusive agreement with a distribution partner for all Amazon global sites. Homebiotic may not be sold on any Amazon marketplace. 

CAN I GET A FREE SAMPLE BEFORE PLACING A WHOLESALE ORDER?

Although we don’t offer free samples, in some cases we can offer a credit on your first full wholesale order.

WHAT IS YOUR COVID-19 SAFETY POLICY?

The Homebiotic Team takes the COVID-19 situation very seriously, and has implemented several policies to keep customers and our team healthy & safe.

  1. Our warehouse staff is issued personal protective equipment & supplies, including medical grade disposable face masks, gloves, and hand sanitizer.
  2. Disinfecting spray & wipes are used both on products before packing and on packages before they ship. We recommend wiping packages down before opening, in case there was any contact during transit.
  3. Physical distancing is enforced within the office and warehouse areas.
  4. The majority of our team members are working remotely rather than together in the same office, to limit personal contact.
  5. Team member health is monitored with regular check-ins, to ensure nobody is feeling unwell or exhibiting any symptoms.

WHAT IS THE COVID-19 RETURN POLICY?

Temporarily, we are not accepting product returns except with prior written notice. Any products that are returned will NOT be re-stocked, to ensure product safety for other customers.

ARE THERE ANY DELAYS DUE TO COVID-19?

Yes, our partner laboratory that does DNA sequencing for our Home Biome Test Kits has limited staff on hand at the moment, so sample processing is taking longer than it normally would. The team is working to get every sample processed as quickly as possible. Currently there are no delays with spray production or order fulfillment. Thank you for your patience!

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