Shipping & Returns
Certainty Health is an online service which provides genetic testing services.
You may need a computer with Internet access to use some of our service offerings.
Cancelling an order
If you change your mind about purchasing our service and cancel before we initiate fulfillment of your order, the charge will be voided. This cancellation option is available for 60 minutes after you place your order from both the order confirmation page or the order confirmation email.
Your order may also be canceled if you have violated any of the terms and conditions or other policies that you must agree to in order to complete an order for our service offerings. Please see our Privacy Terms & Conditions, and Research Use policies listed on our website.
Requesting a refund - Certainty Health Online Store
In order to receive a refund for our service, you must notify us within thirty (30) days of placing your order that you request a refund and confirm that you have not yet shipped your saliva sample to our laboratory. Following notification to Certainty Health of your request for refund, you must also return the unopened, unused saliva collection kit, which has a pre-paid shipping label affixed to the bottom of the box, to the laboratory within thirty (30) days of the date on which you request a refund.
Once we have confirmed receipt by our laboratory of your saliva collection kit within the thirty (30) day window, we will refund the balance of the total purchase price after subtracting your shipping and handling charges. We will not issue a refund if (i) you request a refund more than thirty (30) days after your order was placed, (ii) our laboratory had begun processing your saliva sample prior to your request for refund; or (iii) we do not receive your saliva collection kit im unused condition within thirty (30) days of your request for refund.
For kits purchased in the United States either in-store or online from an authorized third party retailer, Certainty Health will only refund the fees paid directly to Certainty Health. In the case of kits purchased through an authorized retailer, only the lab fee is paid directly to Certainty Health. The cost of the kit can only be refunded by the retailer from which you purchased the kit, and is subject to the retailer’s refund policy. Please consult the retailer’s refund policy to determine if your kit is eligible to receive a refund.
We will not issue a refund if (i) you request a refund more than thirty (30) days after the payment of your lab fee was processed; or (ii) our laboratory had begun processing your saliva sample prior to your request for refund.
Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 21 business days of confirmation by our Customer Care team that the conditions of the refund have been met. At the time your refund is requested and we confirm that your sample has not already begun to be processed by our laboratory, we will invalidate your saliva collection kit and any sample sent to our laboratory using that kit will not be processed.
International orders paid for in US dollars are refunded at the exchange rate for USD effective at the time of the refund request. If a refund is issued after a change to the currency rate, customers may receive a refund amount greater or lesser than what they paid in their local currency. Certainty Health is not responsible for currency rate changes that occur after the order is placed.
If you placed a multiple kit order and are interested in refunding only part of it, contact Customer Care.
Replacing a kit
Sample collection kits expire 12 months from the date of purchase. If your sample collection kit is lost or damaged, or if it has expired, we will ship you a replacement kit free of charge. Replacement kits can only be shipped to the same shipping country as on the original order. You can request a replacement kit by contacting Customer Care.