Welcome to our AAV9 Support Page

We are here to provide you with answers to any questions you may have in relation to the AAV9 screening.
Get in touch with our customer support staff via the contact details below:

Need immediate support? Contact our Helpdesk for assistance by phone:


Please click on the relevant country below for a direct telephone number.

Argentina

00800-6004 4600

Australia

0011 800-6004 4600

Austria

00800-6004 4600

Bangladesh

+880-961 099 1080

Belarus

810 800-6004 4600

Belgium

00800-6004 4600

Brazil

0021 800 – 6004 4600

Bulgaria

00800-6004 4600

Canada

00800-6004-4600

Chile

0800-004 328

Croatia

0800-890115

Cyprus

00800-6004 4600

Czech Republic

00800-6004 4600

Denmark

00800-6004 4600

Egypt

0800-0009779

Finland

990 800-6004 4600

France

00800-6004 4600

Georgia

+995-706 777 811

Germany

00800-6004 4600

Ghana

+233-2424 26510

Greece

0800-331 555 75

Hungary

00800 - 6004 4600

India

000800-1007937

Ireland

00800-6004 4600

Israel

00800-6004 4600

Italy

00800-6004 4600

Japan

010-800 6004 4600

Kenya

0800-721287

Kingdom of Saudi Arabia

800-814-0500

Kuwait

+965-2202 3038

Lithuania

8800-33007

Luxembourg

00800-6004 4600

Macedonia

0800-80481

Malaysia

00800-6004 4600

Mexico

01800-2657609

Nepal
1 800-0310101
New Zealand

00800-6004 4600

Northern-Ireland

00800-6004 4600

Pakistan

+92-21 38790005

Paraguay

009-800-110034

Poland

00800-6004 4600

Portugal

00800-6004 4600

Qatar

00800-101249

Romania

0800-885836

Russia

810 800-6004 4600

Serbia

0800-190225

Singapore

001 800-6004 4600

Slovakia

0800-606 573

Slovenia

00800-6004 4600

South Korea

00800-6004 4600

South-Africa

00800-6004 4600

Spain

00800-6004 4600

Sri Lanka

+94-7201 06434

Sweden

00800-6004 4600

Switzerland

00800-6004 4600

Taiwan

00800-6004 4600

Thailand

001 800-6004 4600

The Netherlands

00800 - 6004 4600

Tunis

+216-3136 5920

Turkey

00800-142030915

UAE

800-035-703 844

United Kingdom

00800-6004 4600

Ukraine

0800-501764

Vietnam

1800-400336

Frequently Asked Questions

You can download a pdf version here.

1. What does Unique Patient Numerical Code mean?

The Unique Patient Numerical Code is a combination of numbers (and letters if wanted) used for hiding the patient’s identity and allows Viroclinics to know who the serum sample/test result belongs to. This is an important code to protect the patient’s identity/privacy. You can generate a code that works for you, but please do not include the patient’s name or date of birth. Please indicate this code on the Laboratory Request Form and also on the serum sample tube.

2. How long can the serum sample could be kept frozen before sending to the Viroclinics laboratory in the Netherlands?

For the purpose of the serum quality and testing, serum samples should be stored between -20°C to -80°C degrees without affecting the results of the test. If frozen, the serum condition is preserved as needed for an unlimited period of time.

3. If pickup and blood collection are scheduled for the same day, how long can the serum sample remain at room temperature while waiting for the courier pickup?

The serum sample can be left at room temperature for 2 hours, after this time it should be stored – temporarily -in a fridge max 4 ° C, before it is picked up by the courier.

4. Does a temperature logger need to be added to the shipping box?

No, a temperature logger is not needed, as a serum sample will be shipped on dry ice.

5. Can the serum sample be stored in a heparin tube?

No, please use a Sarstedt or Eppendorf tube (or similar polypropylene tube). A serum sample stored in the heparin tube is impossible to test.

6. How many serum tubes per patient do I need to send for testing?

Please send only one tube per patient together with one Laboratory Request Form (1 sample = 1 patient = 1 LRF).

7. What is the minimum volume of serum needed for testing?

Please isolate 0.5 ml serum per patient (an absolute minimum of 0.25 ml should be provided).

8. Do I need to arrange the shipment box myself?

No, it is the courier’s responsibility to arrange a shipping box and dry ice. You only need to place the serum sample in the biohazard bag (provided by the courier) and hand it over to the courier together with the relevant documents (Laboratory Request Form & Customs Proforma Invoice).

9. If the courier is asking for a point of contact at the testing lab, how should I respond?

Please reach out to Viroclinics via email for assistance at AAV9-Screening@Viroclinics.com

10. What is other helpful information for the courier procedure with-kit (#1311)?

Please use this link to find the closest World Courier office to your location.

Please provide the following information to World Courier:

  1. A shipment is ready for collection
  2. Account number: 1311, protocol: AVXS AAV9
  3. Provide full collection details; address, phone number, email address and preferred pick up date & time.
11. At what temperature should the AAV9 Antibody Screening kit be stored?

Please store the serum sample kit at room temperature.

12. What is other helpful information for the courier procedure without-kit (#1344)?

Please contact Viroclinics via email at AAV9-Screening@Viroclinics.com for ordering the courier. Please provide following information:

  • Serum sample pickup address
  • Telephone number and e-mail address of the laboratory contact person
  • Preferred date and time of pickup
13. Which tube should be used for preparing the blood collection?

14. Which tube should be used for preparing the serum sample?

15. If I forgot to include the Laboratory Request Form in the shipping box, what should I do?

Please send the Laboratory Request Form by email to: AAV9-Screening@Viroclinics.com

16. If I forgot to mention the blood collection date on the Laboratory Request Form, what should I do?

Please provide this information along with the Unique Patient Numerical Code by email to: AAV9-Screening@Viroclinics.com

17. How are the test results provided back to the treating physician?

The result will be reported within 4 working days after the day the serum sample arrived to Viroclinics. The AAV9 test result will be communicated directly within the body of the email sent to the email address provided on the Laboratory Request Form, unless otherwise agreed.

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