Upon customer request, vivaLAB may ship a replacement for a kit purchased by a customer due to non-usability, damage, or defect in the kit being replaced, provided that you have not submitted your sample(s) using the kit subject to replacement and provided that the kit is not expired. Requesting a replacement test kit will result in a $75 processing fee. This includes replacement kit requests due to shipping address changes, spilled sample collection tube liquid, etc.
vivaLAB will not charge any fees in connection with this replacement if it is determined that the cause for such replacement is attributable solely to vivaLAB (such as if during lab processing, your sample(s) fail to meet quality standards). In these situations, vivaLAB will contact you with instructions on how to receive your replacement test kit.
To request a replacement kit, contact customer service at customer.service@vivalab.health with the email title: "Request for a test kit replacement."
