Shipping & Returns

SHIPPING

Orders received prior to 2:00PM PST or 5:00PM ET on business days will ship out the same day. Orders received after 2:00PM PST or 5:00PM ET or on weekends or holidays will ship out the following business day.

Business days are Monday to Friday, excluding US and Canadian Statutory holidays.

Split Kits

If the parties to be tested live in different cities or even different countries, we can split the kit so that components can be shipped to the test participant at their respective addresses. Once the samples arrive back at the laboratory, they can be tested together, even if they do not arrive at the same time.

International Shipments

We ship to most countries in the world. Please note that extra shipping charges may apply for international and overseas shipments. The shipping time for international and overseas shipments cannot be guaranteed. Shipments to international addresses can take longer than domestic shipments. If you select the Regular Shipping option for a foreign address, the delivery of the package is dependent upon the rules and speed of the mail system in that country. If you require the package to be shipped to a foreign country by a certain date, please contact us for a quotation for Express Courier delivery services to the foreign address.

Delivery to Post Office Boxes

If an express courier delivery which requires a signature is the selected method of shipping, please ensure that you provide a physical address instead of a PO Box so that a signature can be obtained upon delivery.

Shipping to Military Addresses

The delivery time may be more than 10 business days if shipping to APO/FPO military addresses.

RETURNS

Refund Policy for Private Home Test Kits

If the DNA test is cancelled before the kit has been shipped out, a refund can be given, less an administration fee of $35. If the DNA testing services are cancelled after the testing kits have been shipped out a 50% refund will be applied to the unused kit, minus the shipping fee. All requests for refund must be applied for within 30 days of the initial order. After 30 days, the entire cost of the test is non-refundable.

If you have any questions, please contact us at support@genovate.com.

Refund Policy for Legal Test Kits
  • When the client arranges collection – If the DNA test is cancelled before the kit has been shipped out, a refund can be given, less an administration fee of $35. If the DNA testing services are cancelled after the testing kits have been shipped out a 50% refund will be applied to the unused kit, minus the shipping fee. All requests for refund must be applied for within 30 days of the initial order.
  • When specimen collection is scheduled at one of our collection sites – There is a $200 non-refundable deposit for refunds on legal testing. The non-refundable deposit applies once the file has been initiated and scheduling has begun. All requests for refund must be applied for within 30 days of the initial order. After 30 days, the cost of the test is non-refundable.

The clients must remember to attend their scheduled specimen collection appointments. If the parties do not show up to their scheduled appointment, the full cost of the appointment still applies and the clients must pay for the cost of any additional appointments.

Once the sample has been collected and testing begins, the full cost of the test is absolutely non-refundable.