Shipping & Returns

DrugTestingSupplies.com’s main goal is to provide our customers with 100% satisfaction. We stand behind our products, brand, and service to ensure we earn and retain your business by providing the ultimate customer experience. We promise to uphold the integrity, honesty and transparency expected by our customers through providing a seamless buying experience and adhering to the following guidelines regarding returns:

Due to the nature of these products, all sales on COVID-19 Products, drug and alcohol tests are final and non-refundable.

However, products may be returned for a full refund for the cost of the item under the following circumstances:

  • The product was shipped in error by DrugTestingSupplies.com.
  • The order is incomplete or missing certain products
  • The product was deemed defective by DrugTestingSupplies.com after investigation.
    • Possible scenarios that call for investigation:
      • In the event a test is showing a possible “false positive” the person administering the test should use 1-2 more tests from the same batch to cross-compare results (this is at your discretion – if you believe the reading is false and do not want to use multiple units, skip to step #2 listed below). It is possible that only a single unit is defective.
        • False positives can be caused by either 1) A cross reaction from a similar drug or metabolite that triggers a positive result for the drug testing panel in question or 2) A defective testing strip – industry manufacturing has a 3% yield on instant drug testing products.
      • **Industry Standard/ Product Disclaimer: ALL positive results are “PRESUMPTIVE POSITIVE” results, sending positive results to the lab for confirmation through a GCMS test is at the discretion of the Doctor or assistant administering the test**
      • If multiple tests are coming back with false positives, the samples should be sent to the lab for confirmation.
      • If the lab confirms the false reading, we ask you to record the Lot # of the defective batch and provide pictures (if possible) of the defective product
      • Upon identifying an issue, you should minimize use of the defective lot if possible – this will isolate the incident and provide us with an accurate count of defective units
      • If product is deemed defective, we will send replacement product ASAP – depending on the case/need we could send out replacements right away or provide you with a credit for your next order
  • In the event of a product being returned, a return authorization number for the product must be obtained from DrugTestingSupplies.com before product is sent back to our office.
    • The product must be returned in new condition in the original packaging with all the accessories. Products that are returned with damaged packaging will not be accepted and returned to the buyer with a proper explanation and photos of the product.
    • DrugTestingSupplies.com will refund shipping charges if the product being returned was the result of our error or defective product.
    • If a customer requests an exchange of product due to an error on their behalf, it can be exchanged with the proper return authorization and all shipping charges. A 20% restocking fee will be paid by the customer.
    • Shipping errors due to incorrect information provided by the customer will returned by the shipping company and can be reshipped upon clarification. The customer will pay shipping costs associated with these returns.
  • DrugTestingSupplies.com should be notified of faulty products/orders within 5 days of receipt. A copy of the original invoice from DrugTestingSupplies.com is requested and returns will be assigned a tracking report/number provided by the shipping company.
  • No international returns are allowed.
  • An email confirmation will be sent upon the receipt of the returned product and the credit or refund has been issued.

A product cannot be refunded if it has been used improperly or procedures for the test have not been followed – i.e. laboratory confirmation has not provided clear evidence of faulty testing.

20% restocking fee and return postage will apply when replacing a product that was not shipped in error, deemed defective, or has missing parts. The original shipping charges will not be refunded and must include a return authorization number.

Cancellations:
Once the product has shipped, the order cannot be cancelled. Any returns without an authorization number will be charged a 20% restocking fee plus shipping costs paid by the customer.

Questions?
Call our office at (321) 206-0302 during normal office hours of M-F 8 am-5 pm.

At DrugTestingSupplies.com, we understand the need for excellent customer service. Please do not hesitate to contact us with further questions or clarification regarding our return policies.

Please visit our Contact Us section for additional information.