Review the test details
Before placing an order, review the product page, pricing page, FAQ, and testing process so you understand what is included, how sample collection works, and what type of report you will receive.
Return policy for US at-home genetic testing orders
Return Policy
We want customers across the United States to understand what can and cannot be returned before ordering an at-home genetic testing kit. Because our products involve health-related genetic testing materials, sample collection items, lab processing, and secure digital reports, return eligibility depends on the order status and whether the kit has been opened, used, registered, shipped, processed, or reported.
Unopened kit review
Unused, unopened kits may be reviewed for return eligibility.
Used kits are restricted
Opened, used, registered, or returned-sample kits are generally not returnable.
Lab processing matters
Orders already in lab processing or report delivery may not qualify for cancellation.
Support first
Contact the team with your order number before requesting a return.
Policy overview
What This Return Policy Covers
This policy applies to at-home genetic testing products ordered through Methylation Test US, including DNA methylation testing and related metabolism tests. It is written to help customers understand expectations before buying, especially when ordering from different states, delivery zones, apartment buildings, rural addresses, or busy mailrooms.
Return eligibility changes
Once a test kit has shipped, return eligibility may depend on whether the package is unopened, unused, undamaged, and not registered or connected to a sample.
Testing services are limited
Once a kit is opened, used, registered, returned to the lab, processed, or reported, the order is generally not eligible for return because testing materials and lab services have already been used.
This page is provided for customer clarity and should be reviewed alongside your order details. If a specific order issue is not addressed here, contact the team before taking action.
May qualify for review
When a Return May Be Considered
A return may be reviewed if the test kit has not been opened, used, registered, activated, damaged, or returned with a biological sample. Approval is not automatic and depends on the order status, product condition, and support review.
- The kit is unopened and unused.
- The order has not been registered or activated.
- No sample has been collected or mailed back.
- No lab processing or digital report has started.
- You contacted support before mailing anything back.
Usually not returnable
When a Return Is Usually Not Available
Because these products involve sample collection materials, genetic testing workflows, laboratory processing, and private digital reports, some order stages cannot be reversed.
- Opened packaging or used collection materials.
- Registered, activated, or assigned kits.
- Samples already collected, mailed, received, or processed.
- Digital reports already issued or made available.
- Orders delayed because of incorrect addresses, missed delivery, or customer-side shipping issues.
If you are unsure whether your kit qualifies, contact support with your order number before taking the next step.
Damaged or incorrect shipment
What If Your Kit Arrives Damaged, Missing Items, or Incorrect?
Shipping conditions can vary across the United States. Packages may move through large regional hubs, apartment mailrooms, rural delivery routes, extreme weather areas, or third-party carrier handoffs. If your kit arrives damaged or does not match your order, contact support before using it.
- Keep the packaging, kit contents, and shipping label.
- Take clear photos of the damaged box or missing/incorrect items.
- Include your order number and the email address used at checkout.
- Do not collect a sample with a damaged or incomplete kit.
- Wait for support instructions before discarding anything.
If the issue is confirmed, the team may review replacement, reshipment, or another appropriate resolution based on the order details.
Hyperlocal US shipping reality
Returns and Delivery Issues Can Look Different by Location
A customer in a Los Angeles apartment tower, a rural county in Arizona, a Florida condo building, a New York mailroom, or a suburban Texas neighborhood may face different delivery realities. Weather, carrier scans, package lockers, forwarding addresses, and local delivery access can all affect how quickly an issue is noticed.
If you think your order was lost, misdelivered, damaged, or returned to sender, contact support with your order number and shipping address details. The team can review the situation and explain the next step.
Return request process
How to Request a Return Review
Please contact the team before mailing any kit back. Unauthorized returns may not be accepted, and the return address may differ from the business contact address shown on the website.
Gather order details
Prepare your order number, name, email address used at checkout, delivery address, product name, and a short explanation of the issue.
Contact support
Use the contact page to explain whether the kit is unopened, damaged, incorrect, missing items, delayed, or no longer needed.
Wait for instructions
If your request qualifies for review, support will explain the next step. Do not send a kit back without instructions.
Refunds and cancellations
Refund Review, Cancellation, and Processing Notes
Refund and cancellation eligibility depends on the order stage. A request made before fulfillment is different from a request made after shipment, after activation, after sample return, or after report delivery.
- Approved refunds are typically issued to the original payment method.
- Shipping, handling, processing, or payment fees may not be refundable where applicable.
- Refund timing may depend on the payment processor or financial institution.
- Lab processing and digital report services are generally not refundable once started or completed.
- Support may request photos or additional order details before reviewing a shipment issue.
For order-specific help, visit the contact page. To understand what the test includes before ordering, review test cost and pricing.
This policy does not replace any written order confirmation, checkout terms, product-specific instructions, privacy notices, or applicable consumer protection requirements. If there is a conflict, contact support for order-specific guidance.
Before you order
Helpful Pages to Review First
The best way to avoid return issues is to understand the testing process, pricing, product purpose, and privacy expectations before buying.
Return policy FAQ
Common Questions About Returns and Refunds
Can I return an unopened test kit?
An unopened and unused kit may be reviewed for return eligibility. Contact support with your order number before mailing anything back.
Can I return a kit after opening it?
Opened, used, registered, activated, or sample-connected kits are generally not returnable because they involve health-related collection materials and testing workflows.
Can I cancel after the lab starts processing my sample?
Once lab processing or report generation has started, cancellation or refund options are generally limited because the testing service is already underway.
What if my package was damaged?
Keep the package and contents, take photos, and contact support before using the kit. The team can review whether replacement or another resolution applies.
Should I send the kit back right away?
No. Please contact support first. Unauthorized returns may not be accepted, and the correct return instructions may depend on your order issue.
Are shipping fees refundable?
Shipping, handling, processing, or payment fees may not be refundable where applicable. Contact support for the details of your specific order.
This return policy is written for customer guidance. It is not medical advice, legal advice, or a guarantee that every order qualifies for return, refund, cancellation, or replacement.
Need help with an order?
Contact the Team Before Starting a Return
Have your order number ready and explain whether your kit is unopened, damaged, missing items, incorrect, delayed, or already used. The team will review your request and provide the next step.
Before ordering, review the testing process, pricing, FAQ, privacy policy, and medical disclaimer.