Shipping Policy

Last updated: July 1, 2026

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

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

1. Order processing

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

Processing time 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 disruptions

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 UDNA.net.

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

Certain tests may also have additional:

• Age requirements
• Consent requirements
• Identification requirements
• Sample collection conditions
• Courier restrictions
• Import or export restrictions
• Medical or laboratory documentation requirements

UDNA.net may place an order on hold or cancel it when the selected testing service cannot be delivered to the supplied location.

3. Accurate shipping information

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

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

UDNA.net is not responsible for delays, failed deliveries, lost shipments, or additional charges caused by incorrect or incomplete information supplied by the client.

Clients should contact UDNA.net immediately if an address correction is required.

Address changes may not be possible after an order has been prepared, shipped, or transferred to the courier.

4. Delivery estimates

Delivery dates provided by UDNA.net or a courier are estimates and are not guaranteed.

Delivery may be affected by:

• Courier delays
• Severe weather
• Transportation interruptions
• Labour disruptions
• Customs inspections
• Remote delivery locations
• Incorrect addresses
• Failed delivery attempts
• Holidays
• High shipping volumes
• Public emergencies
• Events outside our reasonable control

Shipping delays are outside the laboratory turnaround time.

5. Laboratory turnaround time

Laboratory turnaround time does not begin when an order is placed, when a kit is shipped, or when a 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
• Required supporting documents are approved
• Laboratory intake is complete

Laboratory turnaround time does not include:

• Initial kit delivery
• Sample collection time
• Return shipping time
• Courier delays
• Customs delays
• Weather disruptions
• Missing consent forms
• Documentation verification
• Sample failure
• Replacement kit delivery
• Sample recollection
• Re-testing

6. Tracking information

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

Tracking information may not appear immediately after a shipping label is created.

A label creation notice does not always mean that the courier has collected the package.

Clients are responsible for monitoring tracking updates and contacting the courier if a package is delayed, held, or marked as delivered but cannot be located.

7. Delivery confirmation

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

• The 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 delivery address

UDNA.net is not responsible for theft, loss, or damage occurring after the courier confirms delivery.

8. Failed deliveries and returned packages

A package may be returned to the sender 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
• Other delivery issues outside UDNA.net’s control

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

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

9. Damaged, incorrect, or incomplete kits

Clients should inspect the testing kit promptly after delivery.

Contact UDNA.net if:

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

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

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

10. Sample collection requirements

Clients must follow the instructions supplied 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 supporting documents are included
• The correct return instructions are being used

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

11. Returning samples to the laboratory

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

Different testing services may use different:

• Laboratories
• Return addresses
• Shipping labels
• Couriers
• Packaging materials
• Customs documentation
• Temperature requirements
• Consent forms
• Sample identification procedures

Clients must not use a return address taken from:

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

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

12. Prenatal sample returns

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

Prenatal samples must be returned using the instructions included inside the prenatal testing kit.

The prenatal kit instructions take priority over any general shipping or sample return information published on UDNA.net.

Clients must not return prenatal samples using:

• Instructions from a non-prenatal testing kit
• General website return instructions
• A general laboratory address
• An address from a previous order
• An unapproved courier
• A shipping label intended for another test

Failure to follow the prenatal return instructions may result in:

• Shipping delays
• Sample rejection
• Delivery to the wrong facility
• Additional shipping charges
• Replacement sample collection
• Testing failure

13. Consent forms and documentation

Some tests require signed consent forms, identification, medical information, guardian authorization, or other supporting 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 documentation is not included in laboratory turnaround time.

14. Return shipping costs

The testing kit instructions or product information 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 applicable customs or import fees
• Using the correct return address
• Using suitable packaging
• Obtaining tracking
• Retaining proof of shipment

UDNA.net is not responsible for fees charged by postal services, couriers, customs authorities, or other transportation providers.

15. Trackable return shipping

Clients should use a trackable shipping method whenever possible.

The shipping receipt and tracking information 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 testing kit and sample shipments may be affected by:

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

Clients are responsible for following the international shipping and return instructions supplied with the testing kit.

UDNA.net cannot guarantee customs clearance times or acceptance of shipments that do not include the required documentation.

17. Lost, delayed, or damaged return samples

UDNA.net cannot guarantee the performance of couriers, postal services, customs authorities, or transportation providers.

If a returned sample is lost, delayed, or damaged, the client should contact the carrier using the tracking information and then notify UDNA.net.

A replacement collection kit or sample may be required.

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

18. Failed samples 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, return shipping, laboratory review, and re-testing time are not included in the original laboratory turnaround estimate.

19. Results delivery

UDNA.net operates through a reseller process.

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

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

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

Electronic results are not physically shipped.

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, return, or refund of the underlying testing service is governed by the UDNA.net Return, Refund and Cancellation Policy.

21. Changes to this policy

UDNA.net may update this policy when courier services, laboratory relationships, testing requirements, or sample return procedures change.

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

22. Contact us

For questions about kit delivery, tracking, consent documents, sample returns, or laboratory receipt, contact:

UDNA.net
Email: info@udna.net
Website: UDNA.net

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