Return Policy

Refund & Return Policy

Effective Date 9/2025

IDTO DNA is committed to providing reliable DNA testing services with transparent policies. Please review these terms before ordering to understand your rights and responsibilities.

Contact Us: support@idtodna.com | Ph# 888-204-0583

1. Cancellation Terms

Pre-Testing Cancellations:

Cancellations requested before laboratory processing begins are subject to a $60.00 processing fee, which covers administrative costs already incurred. This fee applies to all cancellations regardless of reason.

Returning Shipped Kits:

Kits may be returned within 30 days of shipment if they remain sealed and unused. To qualify:

  • Kit must be in original unopened packaging
  • Laboratory analysis must not have started
  • $60.00 processing fee applies
  • Original shipping costs are non-refundable
  • Customer pays return shipping unless error is our responsibility

2. Missing Information Requirements

When required information is not provided at purchase, our team will reach out via email or phone.

  • Customers have 3 business days to supply requested details
  • Missing the deadline results in automatic order cancellation
  • Refund will be issued minus $60.00 processing fee
  • Ensure your contact information is current and check communications regularly

3. Test Kit Exchanges

Ordered an incorrect test? We can help:

  • Same-price exchange: No additional charge
  • Higher-priced test: Pay the price difference
  • Lower-priced test: Partial refund or credit at our discretion (fees may apply)

Contact us immediately, ideally before shipment, to minimize costs.

4. Situations Where Refunds Are Not Available

No refunds will be provided when:

  • Kit has been opened, used, or components are missing
  • Digital products or DIY kits were purchased
  • Multi-party tests where any participant fails to submit samples
  • Package is rejected, refused, or marked “Return to Sender” by recipient
  • Alternative sample types are used (hair, toothbrush, etc.), regardless of DNA quality
  • Results are emotionally difficult or unexpected
  • Improper shipping methods cause delays or loss

5. Relationship Testing Limitations

(Grandparent, Sibling, Aunt/Uncle Tests)

These tests calculate probability rather than providing definitive matches. Results can be uncertain, especially without maternal DNA.

  • Including the mother’s sample significantly improves accuracy
  • Inconclusive results do not qualify for refunds due to the statistical nature of these tests
  • We recommend consulting with our team about test suitability before ordering

6. Shipping Method Requirements

You must use the provided prepaid shipping label. Using unauthorized carriers (such as USPS when FedEx is provided) results in:

  • $60.00 reshipment fee
  • Loss of package tracking
  • Potential 2-month delay in receiving your kit at our laboratory
  • Possible need for replacement kit at additional cost
  • No refunds for resulting testing delays

7. Alternative Sample Processing

Non-standard samples (hair, toothbrush, nail clippings) require special handling:

  • Viability assessment fee is non-refundable
  • $60.00 reprocessing fee if DNA quantity is insufficient
  • $60.00 per additional sample submitted for the same person
  • Results cannot be guaranteed; refunds not available if sample quality is inadequate

8. Defective or Incorrect Kits

Received a damaged or wrong kit? We’ll make it right:

  • Report issues within 5 business days of delivery
  • Replacement provided at no charge
  • Contact support@idtodna.com or call 888-204-0583

9. Results-Based Refund Requests

DNA outcomes cannot be predicted. We provide accurate testing services, not specific results.

  • Paternity exclusions (when alleged father is not the biological parent) do not qualify for refunds
  • Emotional reactions to results are not grounds for refund
  • Our accredited laboratory follows rigorous protocols for accuracy

10. Refund Timeline

Approved refunds are processed as follows:

  • Returned to original payment method
  • Allow 5-10 business days for funds to appear (timing depends on your financial institution)
  • All applicable fees and shipping charges are deducted

11. Shipping Policies

Domestic Orders:

  • Free shipping throughout the United States via FedEx or USPS

International Orders:

  • Customer responsible for customs fees, duties, and import regulations
  • IDTO DNA not liable for customs delays or rejections
  • Additional international shipping fees may apply

Return Shipping:

  • IDTO covers return shipping only for our errors or defective products

12. Requesting Refunds or Exchanges

To process your request:

  1. Have your order number ready
  2. Contact us via phone or email with details
  3. Our team will guide you through the process

Phone: 888-204-0583
Email: support@idtodna.com

13. Privacy & Confidentiality

Your privacy is our priority. All samples, results, and personal information are:

  • Handled confidentially throughout the testing process
  • Never shared or sold to third parties
  • Processed in AABB and CAP-accredited facilities
  • Protected under strict chain-of-custody procedures

IDTO DNA is here to provide you with accurate, reliable testing services with professional support at every step.

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By submitting this form, you consent to our team contacting you regarding our DNA testing services. Your personal information will be handled in accordance with our privacy policy, ensuring your data is secure and only used for the purpose of addressing your inquiry.