General policies

Refunds

Refunds are returned via the original payment method. Refunds can take up to 7 business days to process, depending on your financial institution.

Order cancellation

If your order has not yet shipped, you have the option to cancel your order and receive a refund. Contact clientservices@givelegacy.com or 617-514-0901 to cancel your order.

If your order has already shipped, we cannot cancel your order or provide a refund.

Expedited shipping

Estimated delivery dates are not guarantees. We ship expedited orders as soon as possible and partner with leading carriers for expedited shipping. However, delays may occur due to factors outside our control. We cannot provide a refund or cancellation of your purchase or your expedited shipping fee if your kit does not arrive by the estimated delivery date.

For an order with multiple kits (such as a For Tomorrow or Forever bundle), expedited shipping applies only to the first kit.

Return shipping, weather, or lab delay

Our sperm transport liquid should keep your sample viable for up to 48 hours. If delays in shipping or processing lead to a sample that’s not viable for testing, we’ll provide a complimentary replacement kit.

Kit damaged or lost

If the kit is lost or damaged during shipping, or there is significant sample leakage, we’ll provide a complimentary replacement kit.

If you make a mistake

If you make an error while using or shipping the kit (it happens!), we may offer a replacement kit at a discounted rate.

Examples of client error include:

• Unnecessarily refrigerating the sample
• Shipping a kit back on a Friday, over the weekend, or over holiday lab closures
• Not using the provided transport liquid
• Using an expired sperm transport liquid, or a transport liquid that was not kept refrigerated
• Opening or breaking the security seal after your kit is sealed

Problem with sperm transport liquid

If you need a new bottle of transport liquid due to an error that’s out of your control, we will replace the transport liquid, free of charge. Examples include:

• Transport liquid leaks during shipping
• Transport liquid is missing from the kit

For replacement transport liquid needed due to client error, we will provide 1 complimentary vial. If additional replacements are necessary, there will be a $40 charge per vial.

Examples of client error include:

• Letting the transport liquid expire (not using by the expiration date)
• Neglecting to refrigerate the transport liquid
• Freezing the transport liquid
• Spilling the transport liquid

Testing products

Including

• Standard Semen Analysis
• Semen Analysis with DNA Fragmentation Testing
• STI testing
• Post-Vasectomy Semen Analysis

Returns

Medical products such as semen analysis kits and STI testing kits cannot be returned for a partial or full refund.

If advanced testing cannot be performed

If you order a Semen Analysis with DNA Fragmentation Testing, but DNA fragmentation analysis cannot be performed, we may offer a partial refund for the unused services.

For example, we cannot perform DNA fragmentation analysis if there are not enough sperm in your sample.

Sperm freezing or storage plans

• For Tomorrow bundle
• Forever bundle
• Annual, 5-, and 10-year storage plans

Canceling your storage plan

If it’s within 7 days of ordering your storage plan, you have the option to cancel your plan for a partial refund. Contact clientservices@givelegacy.com or 617-514-0901 to cancel your plan.

If you froze your sperm using your health insurance plan, you will have the option to cancel your plan after 1 year.

If the sample is not viable for storage

If your sample is deemed not viable for storage after analysis, we can offer a partial refund for the unused storage plan.

For example, we will not freeze a sample if it doesn’t contain any sperm.

Fertility supplements

• Legacy Male Fertility Supplement

Supplements cannot be returned for a partial or full refund.

Vial withdrawal

There will be a fee associated with withdrawing and transferring your frozen sperm to a clinic or lab. This fee depends on where you are shipping your sperm, and starts at $895.

This fee is non-refundable.

Fertility consultations

If you need to cancel your appointment, please give 24 hours’ notice. Contact clientservices@givelegacy.com or 617-514-0901 to cancel your appointment and arrange a refund.

If you don’t show up to your scheduled consultation or cancel less than 24 hours before the appointment, we are unable to offer a refund. However, we can assist in rescheduling.

Need additional assistance?

Our Client Services team will help you proceed.

Email: clientservies@givelegacy.com

Phone: 617-514-0901

Phone assistance available:

• Mon–Fri, 9am–8pm EST