You may cancel an order at any time prior to shipment for a full refund, including shipping.
What if the order has already been shipped out?
How do I cancel an order?
Replacing or reshipping a kit.
If errors occur during the delivery and use of the kit, which are not the fault of TruDiagnostic, the customer will be subject to a charge of $32+ for shipping to replace the kit.
These errors may include things like failure to follow sample collection instructions (like not providing enough blood in the sample), missing package, sample damaged in transit, destruction of the kit by pet, or if you’ve already received one free kit replacement.
If your new TruAge Kit is on its way from our warehouse to you when it becomes damaged or lost, we will re-ship a new kit to you for free.
If your sample is en route to the lab when it is lost or damaged, the reshipping fee applies.
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, laboratory error, or seasonal shipping delays.
If the box is unopened and undamaged.
If the box has been used, or is significantly damaged.
If you have already registered your kit and mailed us a sample.
If your sample has been received by our laboratory.
What if something is wrong with the sample?
What if the second sample fails, too?
Other considerations.
What if I am unhappy with my biological age results?
I purchased my kit at a convention.
I purchased TruAge from a third-party, like a healthcare practitioner.
