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.

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
• Advanced Semen Analysis
• STI testing

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 an Advanced Semen Analysis, 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

Depending on the bundle you’ve purchased, there may be a fee associated with withdrawing and transferring your frozen sperm to a clinic or lab.

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, 8am–9pm EST
• Sat, 11am–5pm EST