Returns and Refunds Policy
Last updated: September 20, 2026
At Embark, we want you to feel confident about your dog DNA test purchase. If something is not right, our team is here to help. This policy explains returns, refunds, cancellations, and what to do if your kit arrives damaged or defective.
- Return Eligibility
Unopened, unused kits in original packaging may be returned within 30 days of delivery. To be eligible, the kit must include all original components, including the swab, instructions, activation code, and return mailer. A proof of purchase or order number is required.
Opened kits are generally not eligible for return because DNA collection materials are hygiene-sensitive and may have been used. If the outer box has been opened but the swab and collection materials remain sealed and unused, we may review the request at our discretion.
Once a sample has been collected, activated, or received by our laboratory, the order is not eligible for return or refund.
Gift orders are refunded to the original payment method used by the purchaser.
- Non-Returnable Items
The following items are not eligible for return:
- Kits with missing components
- Kits returned after the 30-day return window
- Kits with opened or used swabs
- Kits that have been activated or registered
- Kits purchased from unauthorized resellers
- Shipping charges
- International duties, taxes, and customs fees
No restocking fee is charged for eligible returns.
- Cancellations
If you need to cancel an order, contact us as soon as possible through the Help Center. If your order has not yet shipped, we will cancel it and issue a full refund to the original payment method.
If your order has already shipped, you may follow the return process once it arrives, provided the kit is unopened and unused. Once your sample has been received by our laboratory, the order cannot be cancelled.
- Damaged, Defective, or Incorrect Kits
If your kit arrives damaged, defective, or incorrect, contact our support team through the Help Center within 7 days of delivery. Please include your order number, a description of the issue, and photos if possible.
For verified damaged, defective, or incorrect kits, we will send a replacement kit or issue a refund at our discretion. You will not be responsible for return shipping costs in these cases.
- How to Start a Return
To start a return, submit a return request through the Help Center available in your account or order confirmation email. Include your order number, full name, and the reason for your return.
Our team will confirm whether your kit is eligible and provide return instructions and the correct return address. Please do not send returns to the laboratory address unless you are specifically instructed to do so.
Pack the kit securely and use a trackable shipping method. We are not responsible for returns that are lost or damaged in transit.
- Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.
Shipping charges are non-refundable. If a return is not eligible, we will contact you to arrange return shipment of the item back to you at your expense.
- Sample Testing Issues
If our laboratory is unable to extract DNA from your dog’s sample, we will provide a replacement swab or kit at no charge. If we are unable to produce results after reasonable attempts, we may offer a refund or replacement at our discretion.
This process is separate from a product return. Please contact our support team through the Help Center for help with sample testing issues.
- International Returns
International customers are responsible for return shipping costs, duties, taxes, customs fees, and any other charges associated with returning an item. Refunds do not include original international shipping charges, duties, taxes, or customs fees.
Some countries may have restrictions on returning DNA collection kits. Please contact our support team through the Help Center before sending an international return.
- Exchanges
We do not offer direct exchanges. If you would like a different product, please return your eligible item for a refund and place a new order. - Questions
Our team is here to help.
Contact us through the Help Center available in your account or order confirmation email.
Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time
Returns Highlights
30-Day Returns on Unopened Kits
Opened or Used Kits Are Non-Refundable
Damaged or Defective Kits Replaced at No Cost
Refunds Issued to Original Payment Method Within 5–10 Business Days
Contact our support team through the Help Center to start a return