Returns and Refunds

Return Policy

If, for any reason you need to return un-used frozen donor units to the lab, you must notify the lab of your intent, and complete the return paperwork (Short Term Storage Agreement, and the Return of Specimens forms) inside the shipping box, so that the returning dewar is immediately checked for the returning units. If you do not notify the lab of the returning units, you will assume all risk of the units not being discovered and their subsequent loss. No refund or exchange credit will be issued for lost units when returned without notification prior to their arrival at the lab. Call 1-800-786-5251. Upon arrival, the donor units are returned to liquid nitrogen storage. If the units are to be re-shipped to you for use in your next cycle, you will be billed a $40 handling fee for restocking the units into liquid storage inventory, $35 for one month storage, and subsequent re-shipping charges. If the returned units are not re-shipped within one month, you will continue to incur storage charges at the rate of $35 per month. If you prefer, you may complete the paperwork for annual storage of $200 per year (for up to 12 units if our donor). Failure to pay any storage charges incurred as they become due may result in the destruction of specimens.

Refund Policy

If you have purchased units prior to the units coming out of quarantine, and the units have not left our facility, we will make a complete refund within one week of the original purchase minus a $20 admin/paperwork fee. If it has been in excess of one week from the original purchase of quarantined specimens, there will be a $40 inventory handling/restocking charge.

If you keep pre-purchased donor specimens (out of quarantine) stored here, you can get a 75% refund if the units are turned back over to us (returned) while the donor is still a listed donor on our current donor listing.
If you return/release 6 or more units of pre purchased donor specimens (out of quarantine) that have never left our facility after the donor has been removed from our active donor listing (less than 2 years), you can receive a 50% refund.

If a donor is no longer listed as a donor for sale, and you return/release fewer than 6 units of pre-purchased donor specimens (out of quarantine), there is no refund available.

Refunds for specimens that have been in private storage for more than 2 years (in any quantity) will be at the option of the sperm bank and price offered at that time, if any.

Once units leave our facility we are unable to refund or exchange for any reason other than if units are proven to not meet our guarantee guidelines**. We cannot re-sell any donor specimens to another client once the specimens have left our physical control for any amount of time under any circumstances (for obvious reasons, as well as FDA regulation).

**Refund or replacement can only be made when proof of specimen failure is provided in written format and the specimen is retained and available for return to our facility at our option, and a written specimen analysis report is provided to us detailing the analysis results performed by qualified personnel. All claims for refund due to specimen quality must be processed within 30 days of specimen receipt as we have no control over outside storage facilities, and should be reported to us as soon as is practical. Sperm count guarantees apply only to specimens upon appropriate initial thaw and prior to any additional handling or washing procedures that may be performed at the descretion of the processing laboratory. Qualified personnel include MDs, Med Techs, Embryologists, or Clinical Laboratory Scientists licensed and qualified for high complexity testing procedures through CLIA. We will not make refunds on specimens that are used for insemination that then claim the specimen was faulty. We make every effort to assure that our specimens are processed and shipped to provide you with good sperm and in good condition.