Returns and Refunds
Because our testing kits are intended for sample collection and laboratory processing, we do not accept returns or provide refunds for unused kits, except where required by law.
Orders that have already been tested or processed are nonrefundable, except as described under Lab errors below.
Lab errors. If our lab confirms that a result was wrong because of a lab error, we’ll refund that specific test or issue you a new test, your choice. For example, if 1 result in a 25-pack is confirmed wrong, that 1 test is refunded or replaced.
Damaged, Missing, or Incorrect Orders
Please contact us if your order arrives damaged, contains incorrect items, or is missing items. We will review the issue and, when appropriate, replace the affected materials at no charge.
If kits or samples are lost or damaged in transit, we will replace them at no charge. Claims should be submitted within 30 days of the shipment date.
Shipping delays caused by the carrier do not automatically qualify for a refund. If a shipment appears to be lost, we’ll review the tracking information and send a replacement at no charge.
Lost Kits
If kits are lost after delivery or otherwise misplaced by the customer, replacement kits are available for $1 per kit, plus applicable shipping charges.
Retests
If a sample produces an inconclusive result, fails quality-control requirements, or we determine that additional testing is appropriate, we rerun it at no cost.
At the customer’s request, we may also retest the original sample or a resubmitted sample, at our discretion.
Retesting does not guarantee a different result.
Shipping Charges
Original shipping charges are nonrefundable once an order has shipped.
Unused prepaid return shipping labels may be eligible for cancellation and refund if they have not been scanned, used, or expired. Refund eligibility depends on the carrier’s cancellation requirements.
Contact Us
To request a replacement, retest, or review of an order issue, contact us with your order number and a description of the issue.