Effective date: July 1, 2026
This Return Policy explains when an order from Cat DNA Test Canada may qualify for cancellation, replacement, return, or refund.
Testing kits and laboratory services are different from ordinary retail products. Collection materials may be registered, hygiene-sensitive, tamper-sensitive, or intended for one-time use. Laboratory and administrative costs may also be incurred before a report is issued.
Please review this policy before placing an order through catdnatest.ca.
Contact Cat DNA Test Canada as soon as possible if you need to cancel an order.
A cancellation may be considered when:
The order has not been prepared
The kit has not been shipped
The order has not been transferred for fulfilment
No customized work has started
Laboratory preparation has not begun
Cancellation cannot be guaranteed after fulfilment starts.
Where permitted, an approved refund may be reduced by costs already incurred, including payment-processing, shipping, handling, administrative, or fulfilment expenses.
A kit that has already been shipped may not qualify for a full refund.
Shipping costs are generally non-refundable once the carrier has accepted the parcel, unless the shipment resulted from an error by Cat DNA Test Canada.
Contact us before attempting to return a shipped kit. Packages returned without authorization may not be accepted or refunded.
An unopened kit may be considered for return when:
Return authorization is obtained in advance
The kit remains unused
The packaging has not been opened or damaged
No sample has been collected
The kit has not expired
All original components are included
The kit can be safely accepted under the applicable product requirements
The customer may be responsible for return postage and any original shipping costs.
Approval depends on the type of product and the condition of the returned kit.
Opened kits are generally not eligible for return because collection materials may be hygiene-sensitive, tamper-sensitive, registered, or unsuitable for resale.
A refund is normally unavailable after:
Collection materials have been opened
A sample has been collected
A kit has been used
A sample has been mailed
A sample has arrived at the laboratory
Laboratory preparation has started
Testing has begun
A report has been completed or released
Laboratory work, consumable materials, staff time, and third-party costs cannot normally be recovered after processing begins.
Inspect the kit soon after delivery.
Contact us promptly if:
The package arrived damaged
A required component is missing
The wrong kit was delivered
Collection materials appear defective
The package appears to have been opened
The kit cannot be used as supplied
Please provide:
Your name
Order number
A description of the problem
Photographs, when available
Details from the package label
Do not use damaged, contaminated, or incorrect materials unless our support team confirms that they are suitable.
Depending on the circumstances, we may replace the affected item, send another kit, or provide another appropriate remedy.
Clients must follow the collection, storage, packaging, and return instructions included with their kit.
A refund or free replacement may not be available when a problem results from:
Incorrect collection
Use of an unsuitable sample
Contamination
Improper storage
Missing labels
Incomplete forms
Incorrect packaging
Use of an unauthorized return method
Failure to return the sample within the stated period
Use of instructions from a different product
Customers should contact support before proceeding when any instruction is unclear.
Some tests require completed consent forms or additional documentation.
The customer is responsible for:
Completing all required fields
Providing accurate information
Signing forms where required
Obtaining necessary authorization
Matching the form to the correct sample
Including the form using the stated submission method
A sample may be delayed, placed on hold, or rejected when required consent or documentation is missing.
Delays caused by incomplete or incorrect forms do not normally create an automatic right to a refund.
Biological samples do not always produce usable results.
A sample may fail because of:
Insufficient material
Contamination
Improper collection
Damage during shipping
Leakage
Incorrect packaging
Delayed return
Failure to meet laboratory quality standards
Other technical or biological limitations
A failed, inconclusive, or insufficient sample does not automatically qualify for a refund.
Depending on the test and laboratory requirements, the available resolution may include:
A request for another sample
Replacement collection materials
A replacement kit
Re-testing
A review by the laboratory
An additional fee for recollection, shipping, or processing
Each case will be assessed based on the test ordered, the stage of processing, the cause of the failure, and costs already incurred.
When another sample is permitted, the customer must follow the new collection and return instructions carefully.
A replacement or re-test may involve additional:
Kit charges
Shipping costs
Collection expenses
Laboratory fees
Administrative costs
Providing another sample will extend the original completion estimate.
A replacement kit does not guarantee that the next sample will produce a usable result.
Laboratory turnaround time begins after the sample arrives at the laboratory and is accepted for processing.
The turnaround estimate does not include:
Initial kit delivery
Time taken to collect a sample
Return shipping
Carrier delays
Laboratory intake and matching
Missing consent forms
Customer-response time
Replacement-sample collection
Re-testing
Quality-control reviews resulting from sample issues
Turnaround periods are estimates unless a guaranteed timeframe is expressly provided in writing.
Shipping delays are outside laboratory turnaround time and do not normally provide grounds for a refund when the kit or sample remains in transit.
Test results are sent through the reseller process.
Depending on the service, customers may receive results through:
Email notification
Secure online access
Direct communication from Cat DNA Test Canada
Another delivery method described with the product
Customers should ensure that their email address and telephone number are accurate.
Cat DNA Test Canada is not responsible for delays caused by incorrect contact information or messages being filtered into junk or promotional folders.
A refund is not normally available because:
The result differs from what the customer expected
The customer disagrees with the findings
A report does not confirm an assumed breed, trait, relationship, condition, or outcome
The customer expected information outside the test’s stated scope
A professional recommends additional testing
The result has personal, emotional, breeding, veterinary, or financial consequences
The report does not provide a diagnosis or guarantee
Customers should review the product description, stated limitations, sample requirements, and intended purpose before purchasing.
Testing services may provide information but cannot guarantee a particular result.
Prenatal samples may require strict collection, handling, packaging, timing, and return procedures.
When a prenatal testing service is offered or purchased, the customer must use the return instructions included inside the prenatal kit.
Do not use:
General website return directions
Instructions from a standard testing kit
Packaging supplied with another product
An unapproved shipping method
Failure to follow the prenatal-kit instructions may result in delay, rejection, sample failure, additional charges, or the inability to complete testing.
Specialized products may also contain instructions that take priority over this general policy.
Cat DNA Test Canada does not control postal, courier, weather, customs, or transportation networks.
Shipping delays caused by a carrier or another event outside our reasonable control do not automatically qualify an order for cancellation or refund.
When a parcel appears lost or significantly delayed, contact us so that the available tracking information can be reviewed.
A carrier investigation may be required before a replacement or refund decision is made.
Do not mail a kit or product back without contacting Cat DNA Test Canada first.
A return request should include:
Customer name
Order number
Product name
Reason for the request
Condition of the kit
Whether the package has been opened
Whether a sample has been collected
Supporting photographs, where applicable
When a return is approved, instructions will be provided for packaging and delivery.
Failure to use the authorized return method may affect refund eligibility.
Approved refunds are normally issued to the original payment method.
The time required for a refund to appear depends on the payment provider, bank, or card issuer.
We cannot guarantee the posting time used by a financial institution.
Where permitted, an approved refund may exclude:
Original shipping
Return shipping
Payment-processing costs
Administrative expenses
Laboratory preparation
Used materials
Replacement costs
Fees already paid to third-party providers
Requests to change a product, address, recipient, or testing service should be made before fulfilment begins.
Changes may not be possible after:
The kit has been prepared
A shipping label has been created
The parcel has been transferred to the carrier
A sample has been registered
Laboratory processing has begun
Additional fees may apply when a change requires replacement materials, new shipping, or administrative work.
To request a cancellation, return authorization, replacement, re-testing review, or refund assessment, contact:
Cat DNA Test Canada
Email: [email protected]
Phone: +1 (844) 822-2211
Please include your name, order number, reason for the request, and any supporting information.
You may also review our Shipping Policy and Privacy Policy.
