Although at Koko Genetics we apply strict quality controls, we know that, exceptionally, a package may suffer damage during transport or present a manufacturing defect. If upon receiving your DNA kit you notice that the material is broken, incomplete, or in bad condition, it is essential that you notify us as soon as possible.
In order to solve this incident quickly and safely, we recommend following these steps:
- Do not use the defective material: To guarantee the viability of your pet's biological sample, please do not use the swabs or tubes if you see that they have arrived open or damaged.
- Notify the incident: Write to our support as soon as possible at info@kokogenetics.com indicating your order number so that we can register the problem.
- Review our conditions: To know exactly how we will proceed to send you a new replacement test for free, we invite you to consult our Defective product replacement policy
Our customer service team will take care of managing your case quickly so that your pet is not left without discovering its genetic secrets!