Shipping Policy

Last updated: July 1, 2026

This Shipping and Sample Return Policy explains how DNAOM.com ships testing kits and how clients must return collected samples for laboratory processing.

By placing an order, clients agree to provide accurate shipping information and follow all collection, packaging, consent, and sample return instructions supplied with the testing kit.

1. Order processing

Orders are prepared after payment and required order information have been received.

Processing times may vary depending on:

• Product availability
• Payment verification
• Order review
• Kit registration requirements
• Delivery destination
• Laboratory requirements
• Weekends and holidays
• High order volume
• Weather or service interruptions

Order processing time is separate from delivery time and laboratory turnaround time.

2. Shipping destinations

Available shipping destinations may be displayed during checkout or confirmed by DNAOM.com.

Some tests may not be available in every province, territory, state, country, or region.

Certain services may also have additional:

• Age restrictions
• Consent requirements
• Identification requirements
• Sample collection requirements
• Courier restrictions
• Import or export requirements

DNAOM.com may place an order on hold or cancel it when the selected test cannot be shipped to the supplied location.

3. Shipping information

Clients are responsible for providing complete and accurate delivery details, including:

• Recipient name
• Street address
• Unit or apartment number
• City
• Province, territory, or state
• Postal or ZIP code
• Country
• Telephone number when required
• Delivery instructions where applicable

DNAOM.com is not responsible for delays, failed deliveries, lost packages, or additional charges caused by incorrect or incomplete information supplied by the client.

Clients should contact DNAOM.com immediately if an address needs to be corrected.

Address changes may not be possible once an order has been processed or transferred to a courier.

4. Delivery estimates

Delivery dates are estimates and are not guaranteed.

Delivery may be affected by:

• Courier delays
• Weather
• Labour disruptions
• Transportation interruptions
• Customs inspections
• Remote delivery locations
• Holidays
• High shipping volumes
• Incorrect addresses
• Failed delivery attempts
• Public emergencies

Shipping delays are outside the laboratory turnaround time.

5. Laboratory turnaround time

Laboratory turnaround time does not begin when the order is placed or when the kit is delivered to the client.

Turnaround time begins only after:

• The samples arrive at the correct laboratory
• The samples are identified
• The samples are accepted for processing
• Required consent forms are received
• Supporting documents are approved
• Laboratory intake requirements are complete

The following are outside the laboratory turnaround time:

• Initial kit delivery
• Sample collection
• Return shipping
• Courier delays
• Customs delays
• Weather-related delays
• Missing documents
• Consent verification
• Failed samples
• Replacement kit delivery
• Sample recollection
• Re-testing

6. Tracking

Tracking information may be provided when the selected shipping method includes tracking.

Tracking details may take time to appear after a shipping label is created.

A label notification does not always mean the courier has already collected the package.

Clients are responsible for monitoring tracking updates and contacting the courier when a shipment is delayed, held, or recorded as delivered but cannot be found.

7. Delivery confirmation

A package may be considered delivered when the courier records delivery to:

• The shipping address supplied during checkout
• A mailbox
• A community mailbox
• A parcel locker
• A reception desk
• A building concierge
• A safe-drop location
• A courier pickup location
• Another person at the address

DNAOM.com is not responsible for theft, loss, or damage after the courier confirms delivery.

8. Failed deliveries and returned packages

A package may be returned to the sender when delivery fails because of:

• An incorrect or incomplete address
• Repeated failed delivery attempts
• Refusal of delivery
• Failure to collect the package
• Courier access restrictions
• Unpaid customs or import charges

Additional shipping and handling fees may apply if the client requests reshipment.

Original shipping charges are generally non-refundable after the delivery service has been used.

9. Damaged or incomplete kits

Clients should inspect the package promptly after delivery.

Contact DNAOM.com if:

• The package is seriously damaged
• The testing kit is missing
• Collection components are missing
• The wrong kit was delivered
• A security seal appears damaged or broken
• A collection item appears defective

Do not use a damaged or incomplete kit unless DNAOM.com confirms that it is appropriate to proceed.

Clients may be asked to provide photographs of the package, shipping label, kit, and affected components.

10. Sample collection

Clients must follow the instructions included with their testing kit.

Before returning a sample, confirm that:

• The correct person provided the sample
• The correct sample type was collected
• Collection instructions were followed
• The sample container is securely closed
• Required labels are completed
• The sample is placed in the correct packaging
• Required consent forms are completed
• Required documents are included
• The correct return instructions are being followed

Incorrect collection, labelling, or packaging may result in delay, rejection, inconclusive results, or re-testing.

11. Returning samples

Clients must use the return instructions included with the specific testing kit.

Different tests may use different:

• Laboratories
• Return addresses
• Shipping labels
• Courier companies
• Packaging materials
• Customs documents
• Temperature requirements
• Consent forms
• Sample identification procedures

Do not use a return address from:

• Another testing kit
• A previous order
• An unrelated email
• A general website page
• An online search result

Using the wrong return method may result in a sample being delayed, lost, rejected, or made unusable.

12. Prenatal sample returns

Prenatal testing requires specific collection, consent, packaging, identification, and shipping procedures.

Prenatal samples must be returned according to the instructions included inside the prenatal kit.

The instructions inside the prenatal kit take priority over any general shipping information published on DNAOM.com.

Clients must not return prenatal samples using:

• Instructions from a non-prenatal test
• A general laboratory address
• An address from a previous order
• An unapproved courier
• A standard label intended for another test

Failure to follow the prenatal return instructions may result in:

• Delays
• Sample rejection
• Samples being sent to the wrong facility
• Additional shipping fees
• Replacement sample collection
• Testing failure

13. Consent forms and supporting documents

Some tests require signed consent forms, identification, medical information, or other documentation.

Laboratory processing may not begin when:

• A consent form is missing
• A form is unsigned
• Required fields are incomplete
• Information does not match the order
• Identification is missing
• Additional authorization is required

Time spent obtaining, correcting, reviewing, or verifying documents is not included in the laboratory turnaround time.

14. Return shipping costs

The product information or kit instructions will indicate whether return shipping is included.

When return shipping is not included, the client is responsible for:

• Selecting an appropriate courier
• Paying return shipping costs
• Paying customs or import charges
• Using the correct return address
• Using suitable packaging
• Obtaining tracking
• Keeping proof of shipment

DNAOM.com is not responsible for fees charged by postal services, couriers, customs authorities, or other shipping providers.

15. Tracked return shipping

Clients should use a tracked return shipping method whenever possible.

The shipping receipt and tracking number should be retained until the laboratory confirms receipt of the sample.

A courier status showing delivery does not necessarily mean that the sample has completed:

• Laboratory intake
• Sample identification
• Consent verification
• Quality review
• Acceptance for processing

16. International shipments

International kit and sample shipments may be affected by:

• Customs inspections
• Import or export restrictions
• Biological material regulations
• Courier limitations
• Additional documentation requirements
• Taxes, duties, or brokerage fees
• Longer delivery times

Clients are responsible for following the international return instructions included with the kit.

DNAOM.com cannot guarantee customs clearance times or the acceptance of a shipment that does not include the required documentation.

17. Lost, delayed, or damaged return samples

DNAOM.com cannot guarantee the performance of couriers, postal services, customs authorities, or other transportation providers.

If a sample shipment is lost, delayed, or damaged, the client should contact the carrier using the tracking information and then notify DNAOM.com.

A replacement kit or sample may be required.

Additional collection, kit, courier, or laboratory charges may apply depending on the circumstances.

18. Sample failure and re-testing

Some samples may fail or require re-testing because of:

• Insufficient biological material
• Contamination
• Sample degradation
• Incorrect collection
• Improper packaging
• Temperature exposure
• Shipping damage
• Missing labels
• Missing consent forms
• Laboratory quality-control requirements
• Technical limitations

The client may be asked to provide another sample.

Replacement collection, shipping, and re-testing time are not included in the original laboratory turnaround estimate.

19. Results delivery

DNAOM.com operates through a reseller process.

After laboratory processing is completed, results are sent or made available through the applicable reseller process.

Depending on the selected service, results may be provided by:

• Email
• Secure online portal
• Downloadable report
• Another approved delivery system

Electronic results are not shipped physically.

20. Shipping charges and refunds

Shipping, express delivery, courier, customs, duties, brokerage, and handling charges are generally non-refundable after the relevant service has been used or the cost has been incurred.

Eligibility for cancellation or refund of the underlying testing service is governed by the DNAOM.com Return, Refund and Cancellation Policy.

21. Policy changes

DNAOM.com may update this policy when courier services, laboratory relationships, testing requirements, return procedures, or business operations change.

Clients should always follow the instructions included with their current kit, even when those instructions differ from older website information.

22. Contact us

For questions about kit shipping, tracking, consent forms, sample returns, or laboratory receipt, contact:

DNAOM.com
Email: info@dnaom.com
Website: DNAOM.com

Please include your name, order number, email address, tracking number, and a brief description of the issue.