Shipping and Refund Policy

Testimonials

  • Verified Buyer
    ...I just wanted to say thank you! I passed my test and I'm able to provide for my family with the best job I've ever been given the opportunity to work! It worked perfect! I actually was sent to a second testing facility which added two hours to my 'hold time' and had no temp changes! Thanks again!...
  • Verified Buyer
    ...I really wish I would have found your products before I used synthetic urine and failed. =( There are so many success stories on forums and the internet from people who have succeeded by using synthetic, but I guess those days are long gone. I knew better, but didn't listen to my better judgment. My test results came back "inconclusive" when I used synthetic...
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Shipping Policy

This document summarizes our shipping policy. To see our complete policy click here.

 Shipping Methods:

 We use UPS, FEDEX, and USPS as our primary shipping carrier;

  1. UPS, FEDEX, USPS offers 1 Day, 2 Day, 3 Day, and Ground Shipping;
  2. UPS and FEDEX offers service guarantees for the continental United States. Packages shipped to Alaska and Hawaii may need additional days;
  3. We know the urgency of your package is very important to you and we will ship the package out promptly;
  4. We may elect to use a different shipping method if the package is able to get to you faster or the same time as selected.
 
Shipping Cut Off Times

  1. Orders received by 2 pm, Pacific Time (7 p.m. Eastern Time) are guaranteed to go out the same day.  It is possible that orders placed between later will be shipped as well, but you would need to contact online support or our office directly for confirmation;
  2. Orders placed on Friday after 2:00 pm Pacific Time will not ship until Monday. Saturday and Sunday are not considered shipping days for the purpose of transit.
 

Shipping During Holidays

UPS, FEDEX and USPS observes a number of Federal Holidays and shipments processed or in transit during those holidays may incur a delay.  Please call to confirm delivery time when placing orders before or during holidays.  Shipping refunds (full or partial) will not be granted if delivery was delayed during the observance of Holidays.

If you are unsure, you can see the most updated list of UPS Observed Holidays here:

http://www.ups.com/content/us/en/resources/ship/imp_exp/operation.html

 

Acts of God

Deliveries that are delayed due to Acts of God, weather conditions, environmental or dangerous goods incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, application of security regulations imposed by a government or otherwise applicable to the shipment, acts or omissions of customs officials, authority of law, quarantine, riots, strikes, work stoppages or slowdowns, or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond UPS’s control, disruption or failure of communication and information systems, disruption or failure of utilities, or any circumstances beyond shipper’s control will not be granted any shipping (full or partial) refunds.

Order Cancellations

Once the shipment has reached Shipment Pending status, we are unable to cancel or add anything to the order.  If you need additional items then you would need to place another order.  At times it is possible to change your shipping to a faster level but you would need to contact us to determine if that is possible.

Refused Packages

If a customer rejects or refuses a package without authorization and it is re-routed to our warehouse it will be rejected by our shipping department and UPS will declare the package as abandoned.  In addition, if UPS accesses us a return shipment fee for the package the customer will be responsible for that as well.

Incorrect Address and Re-Routed Packages

UPS charges a fee for rerouted packages. We reserve the right to charge a flat fee of $12.35 for shipments that we must re-route due to customer error.  In addition, the customer will not be eligible for any service guarantee refund.

International Orders

While we have shipped to many countries it is always the responsibility of the purchaser to be sure that they have the necessary paperwork to allow importation in their respective country.   While we can not be held responsible for any kind of customs issues we will do our best to work with customs by providing them with the necessary paperwork.

 

Lost Packages and Shortages

If the customer does not request signature required when placing the order UPS, FEDEX, or USPS may leave the package at your premise if UPS, FEDEX, or USPS deems the area to be safe and secure.  UPS, FEDEX, or USPS and Testclear are not responsible for packages that are stolen from your premise.

If your package is considered lost (either as a result of the tracking information stating that it has been delivered, or because the package is past the delivery guarantee time), we will contact UPS in your behalf to request an investigation. This process can take up to seven days. If time is of the essence, we can reship another package to you for which you must also pay according our normal payment terms. If UPS declares that the package is indeed lost, we will credit your account with the total cost of the lost first package after we have received the refund claim from UPS, FEDEX, or USPS.  Under no circumstances will we offer any full or partial refunds for missing packages or for packages that UPS, FEDEX, or USPS has fulfilled it obligation as showing it has been delivered at your premise.

If the UPS, FEDEX, or USPS investigation determines that package was delivered by the driver at the address given by the customer by comparing the GPS data in their board generally UPS, FEDEX, or USPS will not issue any refund and therefore the customer needs to contact their local police department to initiation a criminal investigation if someone is stealing packages from their residence or place of business.

 

UPS Access Points

In the beginning of 2016 UPS started using Access Points as a means to facilitate delivery of packages in densely populated areas.  If your area qualifies for a UPS Access Point service, UPS will make 1 delivery attempt to the shipping address. If customer is not home, UPS will transfer the package to a UPS Access Point for the customer to pick up at their convenience. UPS will notify the customer by placing a note on the door, as well as send an email to the customre with the location of the UPS Access Point.  It is the customer's responsibility to pick up the package from the UPS Access Point in a timely manner. Failure to pickup package will result UPS abandoning the customer's package. Please note we are unable to provide refunds or credits to customer that do not pick up their package from a UPS Access Point. 

Customer is to contact us within 5 days if there are any shortages with their order.

 

Return Policy

Due to the nature of the products we do not accept any returns for any unused products. All sales are final. We may, at our sole discretion, waive the application of this rule. The only time that we do this is when a customer places an order for slow shipping, but later they find they need it faster. In those cases, and only in those cases, we will allow for a return of the slow package if the customer places another order with faster shipping for the same contents as the orginal package. The return of the slow package must include a RMA number which can be requested from us when you have both packages in your procession. The customer must pay the shipping expense to ship the slow package back to us. In specific circumstances where we wish to do so, even if we do waive the application, it should not be construed as an obligation on our part to waive it again in the future, even if circumstances in the future are identical to the circumstances under which we waived the rule.

   

Satisfaction Guarantee

Nearly all of our products come with a manufacturers satisfaction guarantee. In the event that you are dissatisfied with the performance of your purchase, you must contact the manufacturer directly to redeem their rebate. Manufacturers typically require a receipt, UPC proof of purchase and proof of test results. We can provide you with the manufacturer’s information and another copy of your receipt if necessary, but we cannot provide you with an extra UPC proof of purchase. Make sure to keep your packaging until after you receive your test results.