Testing and freezing products
- For Today semen analysis
- For Tomorrow package
- Forever package
- For Today + DNA fragmentation analysis
- The semen analysis included in the Male Prenatal Bundle
- Monthly, annual, and 5-year cryogenic storage
We will refund you for unused products or services, minus shipping costs, within 30 days of purchase. You will be asked to return your unused kit(s).
If your sample is not viable for storage
If your purchase includes storage but your sample is deemed not viable for storage by our lab, we will refund you for the storage plan you purchased as well as any unused services (such as further testing that could not be performed).
If there’s shipping, weather, or lab delays
Our transport media keeps 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 free replacement kit with free shipping.
If your kit is damaged or lost
If the kit is lost or damaged during shipping, or there is significant sample leakage, we’ll provide a free replacement kit with free shipping.
If there’s a client error
If a 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 media
- Using an expired transport media, or a transport media that was not refrigerated
One exception: If you receive an “inconclusive” result on an STI test due to error in collecting your sample, you will not receive a free or discounted kit to repeat the test.
If there are issues with your transport media
If there is a problem with your transport media, we can send a replacement vial.
If you need a new vial of transport media due to an error that’s out of your control, we will replace the transport media, free of charge. Examples include:
- Transport media leaks during shipping
- Transport media is missing from the kit
- Letting the transport media expire (not using within 7 days of delivery)
- Freezing the transport media
- Spilling the transport media
- Male Fertility Supplements
- CoQ10 supplements
- The supplements included in the Male Prenatal Bundle
All supplements are final sale. If you’ve purchased supplements in a bundle or package with other services (such as testing or freezing), those services may be returned or refunded as per their applicable policies.
For further assistance, please email us at email@example.com and our client service team will help you proceed.
Refunds are returned via the original payment method, and can take up to 5–7 business days to process.