Shipping policy

Shipping Policy & Common Questions

We strive to fulfil your package within 6 to 48 hours after your order is placed. Any orders placed over the weekend, national holidays, or during harsh weather conditions will be fulfilled within 48 to 72 hours after the following business day, or when weather is permitted. You should receive your order within 5 - 15 business days after it is shipped.

However, we cannot control transit schedules. Any questions regarding delays or whereabouts regarding your order should be directed to the shipping carrier. You will receive an email notification of when your package is fulfilled, along with a tracking number and the chosen carrier.

If your tracking number states that your order has been delivered, and you have not received it, please allow for up to 3 business day to receive your order, as shipping carriers may scan your order as delivered prematurely. This also includes shipments back to our facility.

Please keep in mind that shipping times can be unpredictable and some customers are experiencing shipping delays or unusual issues with tracking. For more information please visit our chosen carrier's websites at USPS and UPS. If there has not been any movement in your order or sample tracking for 5 business days, please reach out to your chosen carrier directly. You will find your chosen carrier within the fulfilment email you will have received from us when your order was fulfilled.

Once your sample reaches the laboratory they will begin processing your sample. Results for most tests are typically available within 3-5 working days of the lab processing your sample.

Shipping carriers may scan your package for delivery prematurely. If you receive a delivery scan but have not yet received your package, please allow at least 2 days for your package to deliver.

Please keep in mind that shipping times have been unpredictable recently and some customers are experiencing shipping delays or unusual issues with their tracking (you can find more about this on the USPS and UPS websites).

If there has not been any movement in your order or sample tracking for 5 business days, please reach out to the Customer Experience Team about the next steps.

Shipping Rates:  Shipping to our customers and return shipping to the lab are included in your purchase.

If you'd like to speak to the carrier directly about your shipping status, please reach out to:

USPS: 1-800-275-8777 | Customer Support USPS

UPS: 1-888-742-5877 | Customer Support UPS