Frequently Asked Questions
Not in the US? See our UK FAQs.
Where is ZOE available?
The ZOE program is currently available to people living in the continental United States and Hawaii. However, it is not currently available to people living in New York due to regulations in this state.
The ZOE programme is also now available for early access in the UK. For more information, read our UK FAQs.
If you're not from the UK or US, we'd love you to register your interest and join our waitlist so we can gauge demand as we expand.
I have a medical condition. Is ZOE suitable for me?
We do not diagnose, prevent, or treat any diseases (including metabolic or inflammatory conditions). If you have any underlying health conditions you should consult your treating physician before joining the program.
This program is not appropriate for those with an eating disorder or a history of eating disorders.
Chronic conditions and diabetes
We do factor some conditions into our advice including many common medications for diabetes (e.g. metformin) and heart disease (e.g. statins).
To access the blood sensor you'll also need to consent to take part in our study, which excludes chronic diseases like diabetes. Read more about our entry criteria here.
Unfortunately, if you have a gut disease (e.g. Crohn’s disease, ulcerative colitis, or celiac disease) then you are not eligible for the program.
If you have a sensitive gut (e.g. irritable bowel syndrome) then you may join the program. However, you should understand that our advice is for general wellness and is not specifically formulated for your condition. Some diet changes we recommend, such as increasing fiber and diversifying your plant intake, have been shown to trigger adverse responses in some people with a sensitive gut. While we give advice that is suitable for most people, following our advice could make your condition worse. We are actively researching how we might be able to adjust our advice specifically for people living with irritable bowel syndrome.
Is ZOE FDA approved?
No, ZOE is not meant to diagnose or treat any medical conditions. It is a tool that is meant for general wellness purposes only.
What does the ZOE program include?
Our program is the first of its kind to combine microbiome analysis, blood testing, food logging, and continuous blood sugar monitoring. This provides 360° metabolic analysis that can be conducted remotely within the comfort of your own home.
Here's what's included in the ZOE program:
Gut microbiome test
Understand your gut microbiome health. Our simple at-home poop test is patent pending with the most advanced analysis on the market. Using deep shotgun sequencing, we can identify specific 'good' and 'bad' gut bugs that are linked to 'good' and 'bad' metabolic health.
Blood sugar & fat metabolism tests
Understand your unique metabolism. Simple tests (finger-prick blood test, test muffins, and optional blood sugar sensor) measure your blood sugar and blood fat levels after eating food. The specially formulated muffins are the same ones used in the ZOE PREDICT studies.
Your responses to food
6 weeks after testing, you'll get the test results of your microbiome and metabolic health and a ZOE analysis of what it means for your health.
Get access to the ZOE app where you'll learn your unique responses to any food, recipe, or meal. Use the app to track your diet, get a motivating day score, and learn how to improve.
You'll also get unlimited chat support with our ZOE Coaches to help you reach your goal.
Learn how to eat for your biology with a personalized week-by-week plan. We’ll guide and empower you to make better decisions daily. Over the months of your membership, these changes will be conditioned into long-term habits.
Our test kits alone cost over $1000. Because of our scale, we can make substantial savings that we pass on to our customers.
We are in the process of testing new pricing and programs so we can continue to learn how to best serve our members. The total cost of the ZOE program will depend on which pricing plan and optional add-ons you choose to purchase.
Gut health guidance
Discover how good your microbiome is and specific foods to help you boost the good microbes you are missing.
How much does the ZOE program cost?
There are two separate costs associated with ZOE: (1) testing and (2) membership.
Testing: The total cost of the test kit is $294.00 or can be paid in six monthly installments of $49 each. This includes:
Gut microbiome test
Blood fat test
Standardised test meals - muffins!
Real-time blood sugar sensor (CGM) - if opted into our scientific study
Gut health report
Personalized insights report
Membership: This phase makes sense of the insights from your report and guides you into positive, long-lasting habits. Nutritional science combines with your personal insights, teaching you how to eat for your own unique biology.
There are three different membership options. Payment is charged the day you receive your results and auto-renews at the end of each period, unless you reach out to us to cancel.
1 month at $59 per month
4 months at $39 per month. Paid upfront for $156
12 months at $29 per month. Paid upfront for $348
How can I qualify for a blood sugar sensor?
To get a free blood sugar sensor with your test kit you must consent to our clinical study. The cost of the program does not include any study-related costs (including the blood sugar sensor) as ZOE covers these. To be eligible for the study you must meet the following criteria:
You are at least 18 years of age (or at least 19 years of age if you live in Alabama or Nebraska).
You live in the continental United States, but not in New York due to state regulations.
You have a body mass index (BMI) of at least 16.5 kg/m2.
You are not pregnant.
You have not had a heart attack (myocardial infarction), stroke/transient ischemic attack, or major surgery in the last two months.
You can safely eat our test meals.
If you are being treated for chronic medical conditions (such as eating disorders, type 1 diabetes or type 2 diabetes), you have checked with your treating physician that this product is safe for you.
I’m not sure about collecting my poop. Will it need to be stored in my fridge?
The poop test is easy to collect and comes with step-by-step instructions to help you. The sample goes into a solution that preserves it, so there is no need to store it in your fridge. Phew!
How does ZOE analyze my gut microbiome?
There's a variety of next-generation sequencing approaches for studying the human microbiome. We chose shotgun metagenomics as it is the most comprehensive approach at sampling the whole DNA content of a microbiome.
This technique can detect very low abundance members of the microbial community (i.e. those found in very small numbers) that may be missed using other methods and provides information about the metabolic processes and functions present within a microbial community.
You can learn more about how we analyse your gut microbiome here.
Are your test meals suitable for vegans or vegetarians?
As of September 2023, we have reformulated our previous muffin test meal into a cookie form that is now suitable for vegans and vegetarians.
They are also free of all major allergens and alcohol but have been made in a facility that handles tree nuts, peanuts, wheat, and eggs.
The cookies are not certified gluten-free or kosher.
If you received a test kit that contains muffins, please note that while our muffins do not contain gluten or dairy, they do contain egg.
The muffins have been produced in a facility that also handles milk, egg, fish, shellfish, tree nuts, wheat, peanuts and soy.
How long after ordering my test kit can I expect it to arrive?
Your test kit will ship in 14-21 days after purchase. You can track it online using the tracking number that will be shared with you via email.
Blood Sugar Sensor
Are there any health conditions that mean I can’t join the study and get a blood sugar sensor?
Yes - there are some criteria that mean you can’t join the study and therefore will be unable to access the blood sugar sensor (also known as a continuous glucose monitor or CGM):
If you’ve had a heart attack myocardial infarction) or stroke/transient ischemic attack
If you’ve had major surgery in the last two months
If you cannot safely eat our test muffins (See 'Are your muffins suitable for vegans or vegetarians?' above for ingredient list)
If you’re being treated for chronic conditions including type 1 and type 2 diabetes
If you’re unable to fast for four hours
If you have a BMI of less than 16.5
Why do I have to join a study to have the blood sugar sensor?
To get a blood sugar sensor you must consent to our clinical study. There are no additional costs to you for having to do so. After purchasing a ZOE plan, you will be directed to a page where you are prompted to complete your order and consent to our study. To be eligible, you must meet the following criteria:
You are at least 18 years of age (or at least 19 years of age if you live in Alabama or Nebraska)
You live in the continental United States, but not in New York due to state regulations
You have a body mass index (BMI) of at least 16.5 kg/m2
You are not pregnant
You have not had a heart attack (myocardial infarction), stroke/transient ischemic attack, or major surgery in the last two months
You can safely eat our test muffins (See 'Are your muffins suitable for vegans or vegetarians?' above for the ingredient list)
If you are being treated for chronic medical conditions (such as eating disorders, type 1 diabetes or type 2 diabetes), you have checked with your treating physician that this product is safe for you
I have an old mobile phone - will it work with my blood sugar sensor?
The blood sugar sensor (also known as a continuous glucose monitor or CGM) is a blood sugar monitoring device manufactured by Abbott.
To collect data, it connects to an app on your mobile phone, LibreLink, via a form of wireless technology called near field communication, NFC. As such, it can only work with newer devices that have this function.
To check your device meets requirements, please download and attempt to install it as follows:
iPhone users should attempt to download the LibreLink app here
Android users should attempt to download the LibreLink app here
The sensor is only compatible with an iPhone 7 or later / iPhone SE (2nd gen)
Your phone will need to run iOS 13.2 or later
We can't support iPads
You’ll need Android 8 or later
The oldest devices we support are: Galaxy Note 8, S7 Edge, S8, S8+, S9, S10; Google Pixel, Pixel 2, Pixel 2 XL, Pixel 3, Pixel 3 XL, Pixel 4, Pixel 4 XL; LG Nexus 5X
You need to be able to install apps from the Google Play Store - some recent Huawei phones cannot
Can I shower or go swimming with my blood sugar sensor?
You can shower or bathe while wearing the blood sugar sensor. However, it shouldn’t be taken below a depth of 1 metre (3ft) in water or submerged in water for more than 30 minutes as this could break or deactivate it.
That’s why we recommend that you avoid swimming or using saunas or steam rooms until you’ve finished your test.
How do I apply the sensor? Does it hurt?
The sensor comes provided with a plastic applicator. Cleaning the skin with the provided alcohol wipe, you place this firmly on the skin. With a firm ‘stamping’ motion, it gets applied. Some people may feel a slight pinching sensation, but this goes away soon after and the sensor should be painless to wear.
We recommend placing it on the back of your arm to avoid knocking the sensor and potentially dislodging it. We’ll also provide you with a latex-free sticker to cover the sensor, to keep it extra safe!
Can I exercise while wearing the sensor?
Absolutely! We actually encourage it to see how exercise affects your sugar response. If you play contact sports, plan to wear your sensor when you’re not playing a game, or position it somewhere that is unlikely to get hit.
Do I need to pay for the sensor separately?
No. ZOE covers any specific study-related costs, so you do not pay extra for the sensor.
How long do I have to wear the sensor for?
The sensor lasts for approximately two weeks. We’ll gather the crucial information - your response to the test muffins - over a few days. For the remainder of the time, you’re free to experiment with different foods to get visual real-time feedback on how your body responds to sugar. You can also explore how different interventions can minimise the detrimental impact of sugar on your body.
Will I be able to purchase a new sensor once this one stops working?
No. Sensors are only available as part of the test kit and as such are limited to one per person.
How many sensors will I receive?
You will receive one LibreLink sensor. This sensor is worn and collects data for up to two weeks. We are able to get all we need for your results from this time window.
Results & Program
How long can I expect to wait after testing to receive results?
To get your results you will first need to complete your tests at home and return your samples in the package provided. From there it currently takes about 6 weeks for our labs to process your samples. You will then receive an email as soon as your insights reports are ready to view.
In some cases, results will take longer to process due to retesting. If you need to retest due to issues with any of your samples, we will contact you via email immediately. From the point of retesting, you can expect to receive your results within 4-6 weeks.
Can I access a sample report?
No, we don't have sample reports that we can share.
Here's what you can expect to receive:
A dietary inflammation profile (blood sugar & blood fat control), scored from 0-100, 'Bad' to 'Excellent'
An introduction to our food scores
Personalised food insights for your meals logged during your testing week
The abundance of 15 "good" and "bad" microbes from your gut health sample
How does ZOE define the 15 'good' and 15 'bad' bugs?
This is based on the microbiome research we have done in which we did an analysis of correlation of the health of the PREDICT participants and the bugs that were present in their microbiome. For the PREDICT participants, we had data on various health markers and on what bugs were present. We found the 15 top bugs associated with good health markers, and the 15 bugs associated with bad health markers.
You can learn more about this research here.
Do I need a smartphone to access ZOE?
You'll also need to download and use the Abbott FreeStyle LibreLink app if you've opted-in to our study and will be using the blood sugar sensor.
If your phone is compatible with the Abbott FreeStyle LibreLink app, your phone will act as the reader to scan the study sensor:
iPhone iOS 13.2 or later and an iPhone 7 or newer. / iPhone SE (2nd gen). We can't support iPads
Android 8.0 or later. The oldest Android devices supported are: Galaxy Note 8, S7 Edge, S8, S8+, S9, S10; Google Pixel, Pixel 2, Pixel 2 XL, Pixel 3, Pixel 3 XL, Pixel 4, Pixel 4 XL; LG Nexus 5X. You'll also need to check you can install apps from the Google Play Store (some recent Huawei phones cannot)
If your device is incompatible, we will send you a separate reader device to scan your study sensor.
What can ZOE coaches help me with?
ZOE is designed for general wellness and does not diagnose, prevent, or treat any disease (including metabolic or inflammatory diseases). ZOE recommendations do not take into account allergies or intolerances, medical conditions you may have, or medications you take. Before making any changes to your diet, please consult your physician.
ZOE coaches are there to help guide you through using your ZOE results and the app in order to reach your goals. Coaches will not be able to provide any medical advice or medical nutrition therapy. If you have any medical conditions that affect what you are able to eat, or if you have a history of eating disorders or disordered eating, ZOE coaching is not the best fit. Please speak with your physician for medical advice.
What qualifications do ZOE coaches have?
All ZOE coaches have received a bachelor's degree or higher in nutrition science.
How can I access additional support from a coach?
Our nutrition coaches and customer support associates are available via the in-app chat feature.
What are the benefits of having a coach?
Your ZOE coach will help guide you through using your results and the app in order to reach your goals. Your coach will be able to help tailor your results and plan. They'll also be able to provide accountability in reaching your health goals.
When in the process does coaching start?
You can chat with the nutrition coaching and customer support teams as soon as you log in to the ZOE app. Our customer support team primarily helps during the testing phase of your program, and nutrition coaches once you receive your results. As a member, you’ll have unlimited chat messaging throughout your program.
Cancellations & Refunds
What is your returns & refund policy?
All sales are final and may not be cancelled unless your order has not been prepared yet. Preparation typically occurs within 24-48 hours after order completion. If there are any issues with quality or there are damaged parts, please get in contact with our support team and they'll be happy to assist you. If you are participating in the research study, you have the right to discontinue the study at any time. The cost of the program does not include any study-related costs as ZOE covers these, so you remain responsible for the cost of your order.
We also offer a 14-day money-back guarantee, starting from the date you receive your test kit.
How do I update or cancel my ZOE program membership?
You can manage your membership in the ZOE app. In the menu, tap on ‘Settings’, and you’ll be able to cancel or update your subscription from the ‘Account’ section.
How can I give feedback or raise a complaint?
We're sorry to hear about any disappointment, and we're eager to sort it out. Thank you for taking the time to talk to us. We want to ensure that we're aware of any issues so we can correct them, not just for you, but for others, too. We'll do our best not to make the same mistake again.
Please email us anytime at email@example.com or reach out to us via the chat and select the "complaints" option.
I would love to partner up with ZOE! Who can I contact?
Please forward any affiliate/partnership requests to firstname.lastname@example.org and our team will get back to you.
Didn’t find an answer to your question? Get in touch
Are you an existing member needing a quick response?
Use the in-app chat to get the quickest response.
General enquiries about the ZOE Program:
Email email@example.com We aim to respond in 7-14 days.
Enquires about the ZOE Health Study:
Email firstname.lastname@example.org We aim to respond in 7-14 days.