Support
Shipping, returns, lost mailers, and questions for the laboratory. Most answers are below. For the rest, a person replies within one business day.
Shipping and returns
| Shipping | Kits leave within one business day by USPS. Standard 3 to 5 business days, $5.95, free on orders over $75. Expedited 2 business days, $14.95. Cases ship by ground at a flat rate. |
|---|---|
| Return postage | Included. The mailer in your kit is prepaid and tracked. |
| Unopened kits | Return within 30 days for a full refund. The device is sealed inside; don’t open the box. |
| Opened kits | Not returnable. The device starts collecting once the seal is broken. |
| Lost or damaged mailer | Contact us and we send one at no charge the first time. Spares are in the shop. |
| Sample could not be analyzed | If a device arrives past its window, unsealed, or damaged, we send a replacement kit at no charge the first time. |
| Expired kit | Each box carries a use-by date. An expired device is not analyzed; register it and we send a replacement at no charge. |
| Refunds | To the original payment method within 5 business days of our receiving an unopened kit. |
Common questions
I registered the wrong address.
Open the test in My Tests and use Edit details. You can change the address until the laboratory receives the sample.
I forgot to log the start or stop time.
Use the times you wrote on the device tag. If you have neither, contact us before mailing; the laboratory needs an exposure window to calculate a result.
My tracking shows delivered but My Tests still says mailed.
Intake logs samples within one business day of delivery. If it has been longer, contact us with your serial.
Can I get the report as a PDF?
Yes. Every report has a Download PDF button and a share link that is read-only and revocable.
Do you ship outside the United States?
Not yet. We ship to all 50 states and the District of Columbia.