Shipping Policy

AnimaLabs Genetic Solutions® (hereinafter: AGS) is a brand owned by InovaGen Ltd. Laboratory testing services under the AGS brand are provided by Inovagen Laboratory.

DNA Sampling Kits

For testing based on buccal swabs, AGS provides a DNA sampling kit containing materials required for appropriate sample collection.

Depending on the ordered service, the kit may include:

  • three cheek swabs per animal;
  • sample collection instructions;
  • an Order Form, where applicable;
  • a Veterinary Verification Form, where required;
  • a swab envelope or other appropriate sample packaging.

Available shipping options and applicable shipping costs are displayed during checkout in the AGS webshop.

The Client is responsible for the cost of returning samples to Inovagen Laboratory.

Once a sampling kit has been dispatched, the shipping cost already incurred for dispatch of that kit is non-refundable.

Returning Samples to the Laboratory

Samples should be returned using priority delivery or the fastest reasonably available shipping method appropriate for preserving the suitability of the sample.

Where possible, AGS recommends using a tracked postal or courier service.

The Client is responsible for ensuring that samples are properly collected, identified, packaged and shipped in accordance with the applicable AGS sampling instructions.

Samples must be packaged in a manner that protects them from damage, leakage, contamination, cross-contamination, substitution and deterioration during transport.

AGS is not responsible for delays, loss, damage or deterioration occurring during transport before the sample is received by the laboratory.

Recommended Transport Times

For dry buccal swabs used for genetic testing, AGS may reject the sample or request a replacement sample if more than 30 days have elapsed between dispatch and receipt by the laboratory.

For EDTA blood samples, AGS may reject the sample or request a replacement sample if more than 15 days have elapsed between dispatch and receipt by the laboratory.

Samples may also be rejected or conditionally accepted where inappropriate packaging, contamination, leakage, degradation, damage or other transport-related conditions may have affected their suitability for testing.

The acceptance of any sample is determined by Inovagen Laboratory after receipt and inspection.

Replacement Samples and Sampling Kits

If testing cannot be completed using the submitted sample, AGS will inform the Client and, where appropriate, request a replacement sample.

The Client may choose to:

  • submit a replacement sample and continue testing; or
  • cancel the affected testing and receive the applicable refund in accordance with the AGS Conditions of Use.

Where a replacement sample is required, the first replacement AGS sampling kit is provided and dispatched free of charge.

The Client remains responsible for the cost of sending the replacement sample back to Inovagen Laboratory.

If further replacement kits are required after the first replacement kit, AGS may charge the applicable kit and shipping costs.

If a sample is lost or damaged during transport, AGS will provide and dispatch the first replacement sampling kit free of charge. The Client is responsible for the cost of sending the replacement sample to the laboratory.

Sample Receipt and Processing Time

Samples received by Inovagen Laboratory before 12:00 p.m. on a working day are considered received for processing on that same working day.

Samples received after 12:00 p.m. are considered received for processing on the next working day.

The applicable day of receipt is designated as Day 0 for calculation of the standard testing turnaround time.

Samples should not be scheduled for weekend delivery unless previously agreed with AGS.

International Shipments

For shipments originating outside Croatia, and particularly outside the European Union, AGS strongly recommends using a tracked priority postal or courier service.

The Client is responsible for ensuring compliance with all requirements applicable in the country of origin and during transit, including:

  • postal and courier requirements;
  • customs documentation;
  • import and export restrictions;
  • permits or declarations applicable to biological samples;
  • any other legal or administrative requirements associated with shipment of the sample.

The Client is responsible for determining whether the submitted biological material may legally be shipped to Croatia.

When preparing customs or commercial documentation, the contents should be described accurately and should reflect the actual type and nature of the submitted material.

Where applicable to the submitted sample, a description such as “Non-restricted, non-infectious animal sample for laboratory DNA testing – no commercial value” may be appropriate.

The declared value should represent the value of the physical sample or sampling material and not the price paid for the laboratory testing service.

The Client should verify the appropriate customs classification, commodity/HS code and documentation requirements with the selected courier or competent customs authority before shipment.

AGS cannot guarantee that customs authorities will not impose duties, taxes, handling fees or other charges.

Any customs, courier, Collect on Delivery (COD) or similar charges imposed on a shipment remain the responsibility of the Client unless otherwise agreed in writing.

Where a shipment arrives with outstanding charges payable by AGS, the Client may be contacted before the shipment is accepted or processed. Laboratory processing may be delayed until any outstanding shipping-related charges are resolved.

Tracking Information

For tracked return shipments to Inovagen Laboratory, Clients may submit the tracking number directly within the relevant order in their AnimaLabs account/profile.

Providing the tracking number allows AGS to monitor the shipment where possible but does not transfer responsibility for transportation to AGS.