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Shipping Policy

Effective date: July 1, 2026

This Shipping Policy explains how Cat DNA Test Canada processes, ships, delivers, and receives testing kits and returned samples.

Shipping time and laboratory turnaround time are separate stages. The laboratory turnaround period begins only after a sample has arrived at the laboratory and has been accepted for processing.

By placing an order through catdnatest.ca, you agree to the terms outlined below.

1. Order processing

Orders may be reviewed before shipment to confirm:

Orders are generally processed during regular business days. Weekends, statutory holidays, severe weather, high order volumes, or circumstances outside our control may extend processing times.

An order confirmation does not necessarily mean that the package has already been transferred to the shipping carrier.

2. Canadian delivery destinations

We may ship eligible testing kits to addresses across Canada where suitable carrier service is available.

Delivery options may vary based on:

Certain products may not be available in every location. When an order cannot be delivered using the selected shipping method, we may contact the customer to arrange an alternative or cancel the affected item.

3. Delivery estimates

Any delivery dates displayed during checkout, included in an order email, or provided through a tracking system are estimates only.

Actual delivery times may be affected by:

Shipping delays are not included in laboratory turnaround time.

The time required to deliver a kit to the customer and return the collected sample to the laboratory is separate from the time required to perform laboratory testing.

4. Shipping charges

Available shipping options and applicable costs will normally be shown during checkout or communicated before an order is completed.

Shipping charges may depend on:

Unless otherwise stated, the customer is responsible for any additional delivery charges resulting from an incorrect address, refused delivery, failed delivery attempt, or uncollected package.

5. Tracking information

Tracking information may be provided when it is available for the selected shipping service.

A tracking number may appear before the carrier physically scans or transports the parcel. Tracking updates are controlled by the carrier and may not reflect every stage of movement.

Customers should contact us when tracking information indicates:

We may need to contact the shipping carrier before a replacement or other resolution can be considered.

6. Customer responsibility for the delivery address

Customers are responsible for entering a complete and accurate delivery address.

The address should include:

Contact us as soon as possible if an address correction is required. We may not be able to update an address once an order has entered fulfillment or has been transferred to the carrier.

Cat DNA Test Canada is not responsible for delivery problems caused by incomplete, inaccurate, or outdated information supplied by the customer.

7. Undeliverable or returned packages

A parcel may be returned to us when:

When a parcel is returned, the customer may be responsible for reshipping charges, carrier fees, replacement expenses, or administrative costs.

Shipping charges already incurred may not be refundable.

8. Lost or damaged kits

Customers should inspect the parcel soon after delivery.

Contact us promptly if:

Please retain the original packaging and provide photographs when possible.

After reviewing the issue, we may replace eligible materials, send another kit, initiate a carrier investigation, or provide another appropriate resolution.

Do not collect or submit a sample using damaged, contaminated, or incorrect materials unless our support team confirms that they are suitable.

9. Receiving and storing a kit

After receiving a kit, the customer should:

Improper storage or handling may affect the sample and could require another collection.

10. Returning samples

Clients must follow the return instructions supplied with their specific testing kit.

Return requirements may differ between products. Customers should not assume that the return method for one kit can be used for another.

Before sending a sample, the customer should:

Using incorrect packaging, an unauthorized courier, or an unsuitable mailing method may cause delays, damage, rejection, or sample failure.

11. Return postage

Return postage may be included with certain products and excluded from others.

Customers should review:

When return postage is not included, the customer is responsible for arranging and paying for an appropriate return-shipping service.

Customers are encouraged to use a trackable method when available.

12. Consent forms and documentation

Some tests require completed consent forms, submission forms, or other supporting documentation.

The laboratory may place a sample on hold when:

Time spent obtaining or correcting documentation is not included in the laboratory turnaround estimate.

Customers are responsible for completing all required forms accurately.

13. Prenatal sample returns

Prenatal testing kits may have specific return, packaging, handling, and timing requirements.

When a prenatal test is offered or ordered, the customer must follow the return instructions located inside the prenatal kit.

General website instructions, instructions from another product, or standard sample-return packaging must not be used in place of the prenatal-kit directions.

Failure to follow the included prenatal instructions may result in:

Contact our support team before returning a prenatal sample if any part of the process is unclear.

14. Laboratory receipt and intake

A carrier’s delivery scan does not necessarily mean that laboratory testing has begun.

After delivery, the laboratory may need to:

Laboratory turnaround time starts after the sample arrives at the laboratory and is accepted for processing.

The following periods are outside laboratory turnaround time:

15. Failed samples and re-testing

Some samples may not contain enough usable material or may fail laboratory quality checks.

A sample may fail because of:

When permitted by the applicable testing service, another sample may be requested.

A replacement kit, additional collection, further shipping, or re-testing fee may apply. The available resolution depends on the test ordered, the cause of the failure, and the laboratory’s requirements.

Re-testing will extend the original estimated completion date.

16. Delivery of results

Results are provided through the reseller process and are not delivered by the shipping carrier.

Depending on the service, result delivery may include:

Customers are responsible for supplying accurate contact information and checking filtered, promotional, or junk-email folders.

17. Events outside our control

Cat DNA Test Canada cannot guarantee delivery dates or accept responsibility for delays caused by circumstances outside our reasonable control.

These circumstances may include weather emergencies, carrier failures, labour disputes, transportation interruptions, government action, service outages, incorrect customer information, or regional delivery restrictions.

We will provide reasonable assistance when possible, but shipping delays do not reduce or change the laboratory processing time required after sample acceptance.

18. Contact us

For questions about an order, delivery, tracking, kit return, or laboratory receipt, contact:

Cat DNA Test Canada
Email: [email protected]
Phone: +1 (844) 822-2211

Please include your name, order number, and tracking information when available.

You may also review our Privacy Policy and Return Policy.