Refund policy

Refund Policy

Because our DNA testing services involve customized laboratory work, all sales are generally final once testing has begun.

Order cancellations

Orders may be canceled for a full refund before samples are mailed to or received by our laboratory. To request a cancellation, contact us as soon as possible with your name and order number.

Once sample processing or laboratory testing has begun, the order cannot be canceled or refunded.

Sample quality and inconclusive results

Customers are responsible for collecting and submitting samples according to the instructions provided on our website.

Samples that are improperly collected, contaminated, damaged, insufficient, submitted on an unsuitable material, or otherwise unable to produce a reliable result may be reported as inconclusive.

An inconclusive result does not automatically qualify for a refund because laboratory supplies, testing materials, and processing time have already been used. At our discretion, we may offer a retest when a properly collected replacement sample is submitted. The customer may be responsible for additional testing or mailing costs.

Lost or delayed samples

Customers are responsible for mailing their samples to the correct address. We are not responsible for samples that are lost, damaged, or delayed while in transit.

We recommend using a mailing method that includes tracking. Shipping and postage charges are nonrefundable.

Testing errors

If we determine that an error occurred during testing due to our laboratory process, we will provide a retest at no additional testing charge. If a retest cannot be completed, we may issue a refund for the affected test.

Digital results

Testing results are delivered electronically. Digital reports and completed testing services cannot be returned.

Refund processing

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.