Cancelling before confirmation
You may cancel your order for any reason before we confirm it. Cancelled orders before confirmation are refunded in full, including any deposit received.
Cancelling after confirmation
After your order is confirmed, cancellation may carry a fee and a market-loss charge under our Market Loss Policy. Any deposit is applied to these charges first, and the remainder, if any, is refunded.
Returns
We accept returns of unused products that remain in their original sealed packaging, including assay cards, capsules, and tubes, and that are in the same condition as delivered. Returns must be requested within three business days of delivery. Products must be returned with insurance and tracking.
Refund method
Refunds are issued to the original payment method. Bank account refunds are sent to the bank account you provided, and Chime refunds are sent to the Chime account you provided.
Timing
We issue refunds within five business days after we receive and inspect a returned product. Any market-loss charge is calculated at the time of cancellation or return.
Exceptions
We cannot accept returns of products that have been opened, damaged, altered, or that show signs of handling beyond inspection. We cannot accept returns of custom or special-order products.