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- to 6-month shelf life due to the expiration of preservation fluid can request a free replacement vial to maintain usability.
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 submit an Order Support Request Form (linked here!) as soon as possible.
Once submitted, a member of our team will look into your request and follow up as soon as we are able to!
❄️ ☃️ 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.