Due to the nature of our products, we cannot accept any kits back once they have left our Lab. Once a kit has been shipped, we are unable to cancel or refund the order.
Customers who are unable to use a kit during its 4-6 month shelf life due to the expiration of preservation fluid can request a free replacement vial to maintain usability. Read this article to lean how to request a replacement vial due to expiration!
However, if your kit has not shipped yet, there is a small window of time where we may be able to accommodate your cancellation request. To request this, please reach out to our team as soon as possible by sending a chat or emailing support@meetfellow.com. Note - chat is the generally the quickest way to receive support!
❄️ ☃️ CRYO CUSTOMERS: If you are looking to cancel your storage subscription for a cryopreserved sample, you will need to log in to your Fellow portal and open a ticket through our chat bubble. The form linked above is only for cancelling the physical shipment of a new order.