SHIPPING & RETURN POLICY

All packages from CLIAwaived, Inc. are shipped "FOB origin" or "FOB shipping point." CLIAwaived, Inc. considers all sales complete at our shipping dock, and thus the buyer of the goods is responsible for freight costs and liability during transport.

Any lost packages shipped by USPS cannot be replaced by CLIAwaived, Inc. We highly recommend using a common carrier. CLIAwaived, Inc. will only file claims for lost, mis-sorted, or undelivered packages when shipped using our common carrier account (UPS, DHL, or FedEx). If the customer is using their own common carrier account, the customer is responsible for filing the claim. If a claim is denied by the common carrier, the risk of loss remains the responsibility of the customer.

All goods except perishable items are shipped to arrive Monday through Friday. If your business is closed, packages will be delivered the next business day. Refrigerated items ship Monday through Thursday. If your office will be closed during certain hours or days, you should make alternative delivery arrangements with our preferred carrier, UPS. CLIAwaived, Inc. will not refund refused deliveries or packages that become undeliverable after repeated attempts.

All shipping issues, including overage, shortage, loss, damage, and other discrepancies between the quantity and/or condition of supplies received, must be reported within two (2) business days of receipt from the commercial carrier.

How do I return something to CLIAwaived, Inc.?

Your complete satisfaction is our goal. Eligible items may be returned in accordance with the conditions and fees outlined below, keeping the following in mind:

Item was shipped in error.
Item is returned to us in new condition with original packaging and accessories.
CLIAwaived, Inc. reserves the right to refuse returns on any non-stock items or custom-manufactured items. Customers should call CLIAwaived, Inc. before purchasing any item that may not be eligible for return.
Please note: if you have purchased a medical device that was designated "For Professional Use Only" and "Not for Home Use" and you are using the product for personal use, NO REFUND WILL BE HONORED. All manufacturing warranties will automatically expire.
All EUA-authorized COVID-19 products are non-returnable with no exceptions unless damaged in transit, recalled for manufacturer performance issues, or deemed defective by the manufacturer. Buyers should be aware that EUA-authorized products may be revoked by the FDA and removed from the authorization list. Products that are revoked are non-returnable and non-refundable.

*All damage claims must be reported within two (2) business days of receipt. Damage claims will not be honored after this timeframe.

Non-Refrigerated Product

The Company's return policy is ten (10) days from receipt of merchandise, with a copy of your original invoice. If there are any discrepancies in the order, they must be reported within two (2) business days of receipt.

We will not accept any returns after ten (10) days from receipt of merchandise.

If the customer's return is a result of an error on our part, we will refund all shipping charges incurred by the customer and provide free return shipping.

All other returns will incur a 20% restocking fee, and the customer is responsible for return shipping. Original shipping charges will not be refunded for these returns.

Refrigerated Product

Due to GMP (Good Manufacturing Practice) regulations, the Company does not accept returns on refrigerated products unless they were shipped in error by CLIAwaived, Inc.

To request a return authorization and return instructions, please contact Customer Care at [email protected].

If you have questions about a return, please call us at 1-888-882-7739. Once your return has been received, a credit or refund will be issued within 15 days, and an email confirmation will be sent.

If you have any questions regarding your return, please send an email to Customer Care at [email protected]. In your email, include your order number and the reason you want to return each item (choose one of the following):

"M" - Received an item that was not ordered
"Q" - Item was damaged, defective, or missing parts
"T" - Item did not arrive in time
"O" - Other (please describe)

A Customer Care specialist will reply to your message and, if necessary, send you shipping instructions for returning the item(s).

RMA Policy:

Customers must return defective parts or mis-shipped items in accordance with CLIAwaived, Inc.'s Return Material Authorization (RMA) procedure. Approved RMA items must be returned within ten (10) calendar days of receipt of the electronic RMA.

If the Customer has not returned the items, which must conform in quantity and LOT number to the RMA request, within ten (10) calendar days of receipt of the electronic RMA, CLIAwaived, Inc. may:

Charge the Customer liquidated damages equivalent to the full price on the original invoice for products not returned.
Reduce or deny any replacement product when the return timeframe has elapsed..

This policy also applies to returns facilitated by CLIAwaived, Inc. authorized resellers. Please follow the packaging instructions and shipping requirements provided on the RMA. You are responsible for the returned products until we receive them, including any import duties, taxes, and fees.