FAQs: Order History, Expiration, Cancellation & Refunds | Quest ® (2024)

In-person Tests

• You have 60 days to cancel your purchase prior to sample collection at one of the Quest Diagnostics Patient Service Centers. There is a nonrefundable cancellation fee of $20, which includes the fee charged by PWN and Quest Diagnostics administrative fees. In some states, applicable taxes are nonrefundable as well. Your refund will be processed within 7-14 business days. You will receive an email confirming your refund is being processed.

For home collection kits with that can be used and resulted at home:

• These home collection kits cannot be canceled and are nonrefundable.

For all other home collection kits with lab processing and resulting:

• After your purchase of a home collection kits with lab processing and resulting, you have 60 calendar days prior to activating your kit to cancel your purchase and receive a refund. There is a non-refundable cancellation fee of $45, which includes the fees charged by PWN, collection materials, and administrative fees. In some states, applicable taxes are non-refundable as well.

To cancel your purchase with a Quest Customer Support representative:

Visit theCustomer Supportpage to find information on how to contact customer support.
Important! If you have made an appointment to come in for testing, please visit the Appointment Schedulerpage and cancel your appointment.

Once you have canceled your purchase, or your order has expired, your refund will be processed within 7-14 business days. You will receive an email confirming your refund is being processed.

For more information, please review our cancellation policy.

If it has been more than 14 days since your order expired or you canceled your purchase, please contact Customer Service for further assistance by clicking here.

For more information, please review our Cancellation Policy.

In-person tests
If you do not have your sample collected at a Quest Diagnostics Patient Service Center within 60 days of your purchase, your purchase will expire. You will be automatically refunded your total purchase amount minus the nonrefundable cancellation fee of $20, which includes the fee charged by PWN and Quest Diagnostics administrative fees. In some states, applicable taxes are nonrefundable as well. For some testing programs, you will not be charged the nonrefundable cancellation fee; please review the details of your program for additional information.

For more information, please review our cancellation policy.

For home collection kits that can be resulted at home:

• These home collection kits have an expiration date (located on the packaging), after which the home collection kit is invalid, and cannot be used.
• These home collection kits cannot be canceled and are nonrefundable.

For all other home collection kits with lab processing and resulting:

• After your purchase of a home collection kits with lab processing and resulting, you have 60 calendar days prior to activating your kit to cancel your purchase and receive a refund. There is a non-refundable cancellation fee of $45, which includes the fees charged by PWN, collection materials, and administrative fees. In some states, applicable taxes are non-refundable as well.
• After activating your kit, if your sample does not arrive at a Quest Diagnostics laboratory within 14 business days of your kit activation, your purchase will expire. In that event, you will be automatically refunded your purchase price minus the non-refundable cancellation fee of $45, and applicable taxes, in accordance with state law. Refunds will be processed within 14 business days of purchase expiration.

The email is letting you know that you have not had a sample collected for a test you purchased, and you only have a few days left before your purchase expires. The email will note the expiration date of the test. If you let it lapse, your purchase will be partially refunded according to our expiration policy.

Make an appointment to have your sample collected before the expiration date.

For more information, please review our Expiration Policy.

In-Person Tests

If you do not have your sample collected at a Quest Diagnostics Patient Service Center within 60 days of your purchase, your purchase will expire. You will receive an email detailing that your purchase has expired and that you will receive a refund minus any nonrefundable PWN and Quest Diagnostics administration fees and applicable taxes. For more information, please review our expiration policy.

For home collection kits which can be used and resulted at home:

• These home collection kits have an expiration date (located on the packaging), after which the home collection kit is invalid, and cannot be used.
• These home collection kits cannot be canceled and are nonrefundable.

For all other home collection kits with lab processing and resulting:

• After activating your kit, if your sample does not arrive at a Quest Diagnostics laboratory within 14 business days of your kit activation, your purchase will expire. In that event, you will be automatically refunded your purchase price minus the non-refundable cancellation fee of $45, and applicable taxes, in accordance with state law. Refunds will be processed within 14 business days of purchase expiration.

Please review all the documentation that came with your home collection kit.