Refund policy

TimepointDx's service policies are embedded in every SOW and MSA. Please see details of your fully executed SOW or MSA within the contracts department of your organization.

Unused service credits generally do not expire. Please see the details of your SOW for explicit refund terms of service. You’ll also need the receipt or proof of purchase, PO, and any relevant SOW #'s per your service order.

To start a service inquiry regarding returns, refunds and credits, you can contact us at contact@timepointdx.com. Please note that returns (with validated return authorization) will need to be sent to the following address: ATTN TimepointDx RMA, 233 Mt. Airy Road, Basking Ridge, NJ 07920.

We'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact@timepointdx.com. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we'll apply credit against your current, active SOW/PO.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@timepointdx.com.