Shipping and delivery policy

1. About this policy

This policy explains how we process, dispatch and deliver orders placed on phenomelongevity.com, and how you send test kit samples back to the laboratory. It applies to orders placed with Phenome Longevity Ltd, a company registered in England and Wales (company number 13926236), whose registered office is at The Shard, 32 London Bridge Street, London SE1 9SG, United Kingdom.

This policy forms part of our Terms of Sale. Please also read our Returns, Cancellations and Refunds Policy, our Device Warranty and our Test Kit and Sample Policy. Orders placed with Phenome Omics Biyoteknoloji A.Ş. in Türkiye are covered by that company's own terms.

2. Order processing and dispatch

We process and dispatch orders within 1 working day of receiving your payment. Working days are Monday to Friday, excluding weekends and UK public holidays. An order placed on a Friday evening, for example, will usually be dispatched on the next Monday.

You can cancel your order for a full refund at any time before it is dispatched. See our Returns, Cancellations and Refunds Policy for details.

3. Tracked delivery

We send orders by tracked delivery using Royal Mail or DHL. When your order is dispatched, we will email you a tracking number so that you can follow your parcel. If you cannot find your tracking email, please check your spam folder or contact us.

4. Delivery options, costs and times

The delivery options available for your order, their prices and the estimated delivery times are shown at checkout before you pay. Delivery times are estimates from the date of dispatch and are not guaranteed.

5. PhenomeTech Ring orders: two stages

The PhenomeTech Ring is made in several sizes, so Ring orders are sent in two stages:

1. You pay for the Ring at checkout. We then send you a free sizing kit.

2. You try the sizing kit and confirm your size with us.

3. We then dispatch your Ring in your confirmed size.

The 30-day return period for your Ring starts on the day the Ring itself is delivered, not the sizing kit. If the Ring does not fit, you can exchange it for another size within 30 days of delivery, at no extra charge and subject to stock. See our Returns, Cancellations and Refunds Policy.

6. International shipping

We ship to the countries available at checkout. Some products are not available in every country because of local laws. For example, some countries restrict or do not allow genetic tests to be sold directly to consumers. If a product can’t be sent to your country, it won’t be available at checkout.

• Duties and taxes: Duties and taxes: orders sent outside the UK may be charged import duties, taxes and customs fees by your country. These are not included in our prices and must be paid by you, usually to the courier before delivery. If you refuse to pay them, your parcel may be returned to us.
• Local restrictions: some countries restrict the import of devices containing lithium batteries, food supplements, or the return of biological samples by post. If you live outside the UK, please check your local rules before ordering.
• Delivery times: international delivery times are shown at checkout and may be longer because of customs checks.

7. Returning your sample to the laboratory

Every test kit includes prepaid return packaging that is suitable for sending biological samples by post. This applies to orders in the UK and abroad. To return your sample:

• Activate your kit before you collect your sample, in the Phenome Longevity app or at phenomeportal.org/activate.
• Use only the return packaging provided and follow the instructions in your kit. Do not add anything else to the package.
• Post your sample as soon as possible after you collect it. Microbiome samples should be posted within 12 hours of collection.
• Post your sample on a Monday or Tuesday where possible, so that it does not wait in the postal system over a weekend.
• Take the package to a post office. Keep your proof of postage until you know the laboratory has received your sample.

International sample returns: the prepaid return packaging also works for international returns, but some countries restrict sending biological samples by post. Please check your local rules before you collect your sample.

Our Test Kit and Sample Policy explains what happens if a sample is lost or cannot be processed.

8. Delays, missing and lost parcels

Most parcels arrive within the estimated time. Delays can sometimes happen because of high demand, bad weather or courier disruption.

If your order has not arrived within 7 working days of dispatch (UK orders) or (international orders), please contact us at hello@phenomelongevity.com with your order number. We will check with the courier for you.If your order hasn’t arrived within 30 days of your order date, or by a delivery date we agreed with you, you can cancel it for a full refund.

Your order remains our responsibility until it is delivered to you, or to someone you have nominated to receive it. If a parcel is confirmed lost in transit, we will send you a replacement or give you a full refund, at no extra cost to you.

9. Damaged items, missing items or wrong orders

Please check your order when it arrives. If anything is damaged, missing or not what you ordered, tell us as soon as possible at hello@phenomelongevity.com. Photos of the item and the packaging help us to sort things out quickly.

We will send replacement parts, a new kit or the correct item at no cost to you, and any return postage will be free. This does not affect your legal rights. See our Returns, Cancellations and Refunds Policy for more details.

10. Wrong address and failed deliveries

Please make sure your delivery address is complete and correct when you order. If you notice a mistake, contact us straight away. We can change the address if your order has not yet been dispatched.

If the courier cannot deliver your parcel, they will usually leave a card or send a message with instructions for redelivery or collection. If a parcel is returned to us because the address you gave was wrong, or because it was not collected, we may charge you for sending it again.

11. Devices with batteries

The PhenomeTech Ring and PhenomeTech Band contain lithium batteries. We pack and ship them in line with our couriers' rules for lithium batteries. This may affect which delivery options are available for some destinations.

12. Split deliveries

If your order contains several items, they may arrive in more than one parcel, for example when items ship from different locations or when a Ring is sent after you confirm your size. We will send you tracking details for each parcel.

13. Contact us

If you have any questions about delivery, please email our customer care team at hello@phenomelongevity.com. Our team answers within one working day.

Phenome Longevity Ltd, The Shard, 32 London Bridge Street, London SE1 9SG, United Kingdom.

If you are not happy with how we have handled a delivery issue, please see our Complaints Policy.