Refund policy

Last updated: March 18, 2026

By placing an order through our store, you acknowledge and agree to the following refund policy.

All Sales Are Final

Every kit we send out is customized for your specific testing needs, which means we're unable to accept returns once an order has been shipped.

Damaged or Defective Kits

If your kit arrives damaged or defective (including but not limited to missing materials, broken bottles, or compromised packaging), you must notify us within 14 days of delivery by emailing our team. Please include your order number and photographic evidence of the damage or defect. We will ship a replacement kit to you at no additional cost.

If your kit is marked as delivered by USPS but was not received, please contact our team within 7 days of the delivery date. We will work with USPS to investigate the status of your shipment. Replacement kits for missing deliveries will be evaluated on a case-by-case basis.

We reserve the right to deny replacement requests that are submitted beyond the 14-day notification window or that lack sufficient documentation.

Order Cancellations

Cancellation requests must be submitted to our team via email prior to your order being shipped. For the purposes of this policy, "shipped" means the order has been picked up by USPS from our warehouse. If the order has not yet shipped, we will cancel the order and issue a full refund to your original payment method. Once a kit has shipped, the order cannot be canceled. Refund requests for shipped orders will be reviewed on a case-by-case basis. 

Incorrect Collection Process

Our kits include step-by-step instructions to help you collect your sample correctly. If a sample does not meet the required stagnation time of 6 to 24 hours, or has exceeded the 2-week preservation hold, a free replacement kit will not be issued. However, our team will reach out to you in these cases to discuss your options and confirm whether you'd like to proceed with analysis on your sample.

If you would like to retest, replacement kits are available for purchase through our store. If you have questions about the sampling process before you collect your sample, our team is happy to walk you through it. Just reach out to us by email.

If your kit exceeds the 2-week preservation hold due to a delay in USPS delivery to our partner laboratory, we will make an exception. If the collection date recorded on your Chain of Custody form is within 3 days of the first USPS tracking scan, and the delay in arrival was due to USPS transit, we will provide a replacement kit at no cost.

Lab Processing

If samples are lost or damaged during delivery to the laboratory, we will provide a replacement kit or a full refund. In the event of any other issue with laboratory analysis, our team will work with you to determine the best resolution, which may include a partial refund or a replacement kit depending on the circumstances.

Late or Missing Results

If you have submitted your samples and have not received results within 3 weeks, contact us with your order number. We will investigate the status of your samples and provide an update. Delays in lab processing do not, on their own, constitute grounds for a refund.

Chargebacks

We ask that customers contact our team by email before initiating a chargeback or payment dispute with their bank or credit card provider. We are committed to resolving issues promptly, and in most cases can reach a resolution faster than the dispute process.

If a chargeback is filed, we will provide all relevant documentation to the payment provider, including order details, tracking information, chain of custody records, and any prior communication. Customers who file a chargeback on an order where a valid kit was delivered and laboratory analysis was completed may be ineligible for future purchases.

This policy is subject to change at any time. Any updates will be posted on this page with a revised effective date. Changes apply to orders placed after the updated effective date and do not apply retroactively to existing orders.