Return Policy
If you purchase a test or test box and change your mind after purchase, we will offer you a full refund provided that you notify us within 7 days from the date your order was placed. All returned items must be unopened and unused. We cannot offer a return or refund once the product has been opened, unless it is damaged or defective.
Damaged, Defective, or Incorrect Items
If you receive a damaged or defective item, or if you receive the wrong item, you must contact Customer Service within 7 days of receipt and return the incorrect, defective, or damaged item. Please use the original packaging and include all contents when returning the item. Once the item is received and inspected, we will issue a refund or send a replacement, depending on your preference. If the issue was due to an incorrect, defective, or damaged product, Total Vet will cover all shipping costs, which will be refunded to the original method of payment.
Return Process
To begin the return process, please email Customer Service at hello@total.vet with the following details:
- Name on the order
- Email address used to place the order
- Date of purchase
- Transaction ID or Order Number
- Reason for the return
- Whether you would like a refund or replacement
Refunds
If your returned item meets the criteria outlined in this policy and you are requesting a refund (rather than a replacement), we will process a refund to the original payment method within 10 business days of receiving the returned product. Refunds will only be issued to the billing name and address on the original order.
Please note: Returns for refunds are subject to a $12.00 restocking fee per test, unless the reason for the return is due to a damaged, defective, or incorrect product.
Once your sample has been submitted and received for testing, you are no longer eligible for a refund.
If you have any questions or concerns, please contact Customer Service at hello@total.vet or by calling 1-844-531-0203.