Refund and Cancellation Policy

Vitality Express Labs provides laboratory testing services. Because testing is a service and not a physical product, the following policy applies to all online orders.

How to cancel or request a refund

All cancellations and refund requests must be made by phone. Call 224.588.5817 during business hours and have your order number ready. Requests sent by email, web form, or social media are not processed.

Before your specimen is collected

You may cancel for a full refund at any time before your specimen is collected, as long as the order is within its one year validity period.

After your specimen is collected

Once your specimen has been collected, the order cannot be cancelled or refunded. Laboratory processing begins immediately and fees are incurred. Results will be released to you when complete.

If the laboratory cannot complete your test

If the laboratory is unable to process your specimen (for example, insufficient sample volume or a specimen that does not meet laboratory requirements), we will offer one free redraw. If a redraw is not possible, we will refund the order in full.

Order validity

Online orders must be used within one year of the purchase date. Orders not used within one year expire and are not eligible for refund or credit.

How refunds are issued

Approved refunds are returned to the original payment method. Please allow 5 to 10 business days for the credit to appear on your statement.

Pricing and consultations

Test prices cover specimen collection and laboratory processing only. Provider consultations and result reviews are separate services and are not included in the test price.

Questions

Call 224.588.5817.