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 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).
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 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 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:
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 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:
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.