Shipping & Returns

Processing & dispatch

• Processing window: orders ship within 24-48 hours on business days, after successful payment and basic order checks. Orders placed on Saturday or Sunday are processed on the next business day, usually Monday. (T&C §4.4-4.5)
• Discreet packaging: all parcels ship in plain packaging with no diagnostic-related wording on the outside.
• Origin: all orders are sent from our US warehouse.
• Estimates only: delivery times shown at checkout are estimates and may vary due to carrier delays, weather, peak periods, or address issues. (T&C §4.2, §6.2)
• Risk transfer: risk passes to you when the carrier records delivery to your address, a neighbor, a pickup point, or another designated location. (T&C §6.5)

Shipping options & transit times

Transit time is counted in business days after dispatch, not from the moment you place the order. None of the services below is a guaranteed delivery date unless the carrier explicitly states so.

Carrier changes & address limitations

• PO boxes: UPS generally cannot deliver to PO boxes. Use a street address where possible. If you enter a PO box for a UPS shipment, we may change the carrier to USPS where possible.
• Manual carrier change: if you select UPS for an address UPS cannot service (including certain PO box addresses or restricted locations), we may manually change the shipment to USPS to complete delivery. Because this is a manual step, it can delay processing and dispatch. (T&C §6.8)
• Carrier changes due to address limitations do not entitle you to compensation, cancellation, or shipping refunds, unless required by mandatory law.

Tracking

• Tracking is provided as soon as your order is dispatched.
• Carrier scans and tracking updates can take up to 24 hours to appear after label creation or pickup.
• If tracking shows “Label Created” for more than 2 business days, contact us and we’ll follow up with the carrier.

Customs, duties & taxes (international orders)

• Import duties, taxes, and any local handling or brokerage fees are the buyer’s responsibility. Customs inspections can add time to delivery. (T&C §6.11)
• If customs charges are not paid and the parcel is returned or destroyed, we may refund the product value minus shipping and any return or handling costs charged by the carrier, where permitted by law. (T&C §6.10)

Order changes & cancellations

• Before dispatch: you may cancel if the order has not yet been handed to the carrier. We always check whether the parcel is still in our fulfillment center. (T&C §8.1)
• After dispatch: the order can no longer be canceled or modified. Because our priority is fast and discreet dispatch, your order may already be on its way by the time we review your ticket.

Returns

For health and safety reasons, we cannot accept returns of opened or used test kits. This protects the integrity, reliability, and hygiene of our products.

• Return window: request your return within 7 days of delivery. Every return is approved by us before it is sent back. (T&C §9.1-9.2)
• Eligibility: returned products must be unused, unopened, and in their original condition and packaging. (T&C §9.5)
• How to request: open your order, choose Manage Order, then Request a return. Before you submit, you see the estimated refund and every deduction that applies.
• Prepaid return label: once we approve your return, your prepaid return label is ready to download and print from your order page. Ship the return within 14 days of receiving the label; you can follow it on your order page from the first carrier scan.
• Return shipping cost: the actual cost of the prepaid return label is deducted from your refund. If your order used free shipping, a $7 shipping and handling fee is deducted as well. Both are shown in the estimate before you submit. (T&C §9.6)
• Inspection: refunds are approved after the returned kit is received and inspected. A return label does not by itself guarantee a refund: the kit must still meet the conditions above.
• Damaged, defective, or incorrect: don’t use the return request. Contact us within 7 days of delivery with photos (and, where possible, the outer packaging, label, and batch or lot details). We will assess the issue and offer a replacement, reshipment, or refund where applicable.

Refunds & defect remedy

Apart from approved returns, refunds are only issued when the order is canceled before dispatch, or when the product is damaged, defective, or incorrect on arrival.

• Replacement first: if a test kit is defective, damaged, or incorrect, our standard remedy is to replace it. We ship the replacement after reviewing the information you provide.
• Refund instead: if you prefer a refund, this may be possible. The original shipping fee is non-refundable and the refund is limited to the product value paid, unless mandatory law requires otherwise.
• Timing: approved refunds are processed to the original payment method within 5-10 business days. Your bank or payment provider may take longer to show it. (T&C §9.7)

Exclusions

We cannot offer refunds or replacements for:

• Opened, used, or tampered-with test kits, including products with broken seals where hygiene or safety rules apply.
• Orders placed with incorrect or incomplete shipping details, unless the shipment is undeliverable and returned to us. In that case a refund may be issued for the product value, minus shipping and any carrier return or handling costs, where permitted by law.
• Delivery delays caused by courier issues beyond our reasonable control, such as weather, peak season congestion, customs processing, remote-area delivery, or carrier disruptions.