Returns & Refunds
Returns & Refunds
Canceling an order
You may cancel an order at any time prior to shipment, for a full refund, including shipping.
Once the order has left our warehouse, but is still in transit within the United States (not yet delivered, and hasn’t left the country) you can cancel your order to receive a full refund, minus shipping costs.
We’ll handle redirecting the package back to us, and will issue your refund once we know the redirect was successful.
To cancel your order, please fill out the form at the bottom of this page, or call us directly at 833-963-1700. A phone call during business hours is the fastest method to intervene, to stop the kit from leaving our warehouse or to redirect it mid-transit.
Returning a kit
You have 30 days from your initial order to submit a return/refund request for a TruAge kit. This timeline may be extended in special circumstances, like sample re-collection or laboratory error.
Fill out the form at the bottom of this page.
We will send you a prepaid return label (free for you), so you can ship the kit back to us.
Once we receive your kit back to our warehouse, we’ll issue you a full refund, minus initial shipping costs.
Unfortunately, we can’t accept that kit back. We can still issue you a partial refund, but it will not include the value of the kit, only refunding the cost of our laboratory processing, analysis, and reporting services.
So, your partial refund would be the value of your order, minus initial shipping, minus $25 for the kit itself.
If you realize you don’t actually want to get your blood tested, there’s still time to cancel the service and receive a partial refund.
As long as the sample has not arrived at our lab yet and has not been scanned during lab intake, you can still receive that partial refund: the refund amount will be the value of your order, minus shipping, minus $25 for the kit itself.
At this point, we no longer accept returns or refunds.
The only exception to this policy is laboratory error or sample error.
If something is wrong with your sample, we may send you another kit (at no cost to you) to collect another sample.
Until we receive that second sample back from you, you’re still eligible to receive a partial refund. (the value of your order, minus shipping)
Some reasons behind a failed sample include:
You didn’t give enough blood
It was diluted with something, like water.
It was severely contaminated during your collection
DNA is surprisingly hardy, and can withstand a range of temperatures from below-freezing to 190 degrees fahrenheit (90 C) - so don’t worry, severe weather is unlikely to damage your sample.
If both the first and second sample fails due to laboratory error (our technicians failing to successfully test an otherwise viable sample), you’ll receive a full refund on your order, including shipping.
Being unhappy with your biological age or other epigenetic results is not grounds for a return or refund. We do not accept returns after already providing the laboratory service, so long as the service was performed correctly and to our lab’s high standards of quality.
Our lab is CLIA certified, HIPAA compliant, and undergoes quality assurance tests with every batch of samples we analyze, to ensure our 99.9% reproducibility rate is maintained and your results are accurate.
Kits purchased at a conference or event are non-refundable, unless otherwise stated at the point of sale.
For kits purchased from an authorized third-party retailer, Please consult that third-party retailer’s refund policy to determine if your kit is eligible to receive a full refund from them.