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Return Policy
What do I do if I change my mind about Alzheimer’s Mirror after I’ve made the purchase?
What do I do if my Alzheimer’s Mirror™ kit is damaged?
How long will it take to see my return reflected on my credit card statement?
Why can’t I use the pre-paid UPS label included if I decide to return my kit for a partial refund?
Why do I not receive a full refund, even if I return the unused kit?
What is your return/refund policy?
How do I delete all of my Personally Identifiable Information from your systems?
What do I do if I do not want you to store my genetic risk assessment results?
What do I do if I change my mind about Alzheimer’s Mirror after I’ve made the purchase?
Send an e-mail to customercare@ALZmirror.com. If your cancellation request is received before we mail your order, you are entitled to a full refund. Refunds will be processed within 30 days of the receipt of your request.
What do I do if my Alzheimer’s Mirror™ kit is damaged?
We use 2 day Air Express shipping with UPS to ensure you receive your Alzheimer’s Mirror package quickly and safely. The collection device is held in a plastic container inside a customized Alzheimer’s Mirror™ box to ensure it arrives safely. If there is any damage to your Alzheimer’s Mirror™ collection device, please mail it back to us at:
Alzheimer’s Mirror™
4800 South 13th Street
Bldg 100, Suite 310
Philadelphia, PA 19112
Once we receive the unused, damaged kit, we will immediately send you a new kit, free of charge, and reimburse you for the shipping costs.
How long will it take to see my return reflected on my credit card statement?
Once we receive your unused kit in the mail, we will begin processing your return. You should see your return (minus a $100 re-stocking fee) reflected in your credit card statement within the next 60 days.
Why can’t I use the pre-paid UPS label included if I decide to return my kit for a partial refund?
The pre-paid UPS return label located in your package is pre-addressed to ship your saliva sample to our CLIA lab in Massachusetts. If you use this label to make a return, Alzheimer’s Mirror™ has no way to ensure receipt of your kit. In this event, we will not be able to guarantee you a refund.
Why do I not receive a full refund, even if I return the unused kit?
We charge a re-stocking fee of $100.
What is your return/refund policy?
Upon payment, we charge your credit card and begin processing your order. At any point, should you change your mind about continuing with Alzheimer’s Mirror™, please contact our customer care department via email at: customercare@ALZmirror.com and request a cancellation of your order. In the subject line of your email, please include your order number and the nature of your request. A representative from Alzheimer’s Mirror™ will confirm the receipt of your request and notify you via email of your refund status. Below is our policy:
- If your cancellation request is received before we mail your order, you are entitled to a full refund. Refunds will be processed within 60 days of the receipt of your request.
- If we have already mailed your Alzheimer’s Mirror™ test, you can return the test to us for a refund minus $100. The kit must be returned to us unused in its original packaging, and you are responsible for shipment charges back to our facilities. NOTE: The pre-paid UPS return label located in your package is only meant to be a label for shipping saliva samples to our CLIA lab in Massachusetts. If you use this label to make a return, Alzheimer’s Mirror™ has no way to ensure receipt of your kit. In this event, we will not be able to guarantee you a refund.
- If you have already returned your sample to our lab, we cannot offer you a refund. If you would still like to terminate your account and our services, please notify us via email at customercare@ALZmirror.com and we will delete your genetic data from our systems immediately.
How do I delete all of my Personally Identifiable Information from your systems?
To clear all of your Personally Identifiable Information from our database, simply send us an email to:customercare@ALZmirror.com. Please include your order number and the nature of your request. Once we process your request, you will receive an email to confirm that we have deleted your Personally Identifiable Information from our database.
What do I do if I do not want you to store my genetic risk assessment results?
You can choose to end your relationship with Alzheimer’s Mirror™ at any point. If you have already mailed your saliva sample back to our lab, but no longer wish to receive your results, please send an email to: customercare@ALZmirror.com. We will send you an email to confirm we received your request. We will keep your sample at our lab for a period of 90 days in the event you change your mind and would like us to move forward with testing your saliva sample. At the end of the 90 days, we will send you another email. If you still wish to end your relationship with Alzheimer’s Mirror™, please respond and we will move forward with deleting your risk assessment results and sample.