I am not an attorney and any comments I post are not intended, nor should they be construed, as legal advice. If you need legal advice, please consult a legal expert who is familiar with the area of legal expertise you need.
This is an update, or a downgrade, to Dante Labs 90 day guarantee policy. This is a follow-up to Dante Labs 90 Day Guarantee. They have cancelled their 90-day guarantee policy. It’s no longer available on this link – https://us.dantelabs.com/pages/guarantee (404 Error). The original message on the guarantee link is below; I added Strikethrough as it no longer applies.
90 Day Guarantee
We believe you should have a clear timeline of your genetic testing process. So we are introducing a 90 Day Guarantee for all orders from April 22nd 2019. If you don’t get your results within 90 days from when we receive your saliva sample, then we’ll give you a full refund as well as the full results. Note: the 90 days start when they receive your saliva sample.
In one social media group I belong to that focuses on Dante Labs, the above message was still showing in early August 2019.
I will still include Dante Labs in sales, but don’t consider them a company I would recommend until they get their act together. Some people who submitted test 6+ months have yet to receive the results or files. From the indications, they and many others may not get a refund.
I would suggest contacting the New Jersey State Attorney-General’s Office if you tested with the New Jersey lab, the U. S. Attorney-General’s Office, and if a U. S. resident, the State Attorney-General’s Office in your state. If your test was sent to Denmark, Germany, or Hong Kong, then whatever relevant agency that handles these kinds of complaints in those countries as well as filing complaints with the U. S. as well as the appropriate Attorneys-General Offices in the U. S. In addition, the Federal Trade Commission (FTC) would be a good an agency to file a complaint with.
Shipping Goods and the 30-Day Rule
The 30-Day Rule for Shipping Goods
The 30 Day Rule requires that when a business advertises shipping its goods within a certain time frame, the business must have a reasonable basis for stating so. If you don’t make a statement regarding shipping time, you must ship within 30 days–thus, the 30-Day Rule. The 30-day window begins when the business receives a completed order and payment.
If the business is unable to ship within the promised time or within 30 days, the merchant must promptly tell the customer by mail, telephone or email, and give a new shipping estimate and give the customer a chance to cancel their order and receive a full refund. This offer to cancel or accept the new shipping date must give the customer sufficient time to make a decision. In other words, you can’t call to inform a customer you can’t make a shipping time and then demand an immediate answer.
If you don’t wish to ask the customer whether you can delay the order, you can cancel the order yourself and give a full refund within the time period shipping was promised. All refunds that are forced by shipping delays must be full refunds, and not credit for future purchases.
The above applies to any companies that ship goods. It’s never been applied for Kickstarter or crowdfunding campaigns, but it’s hard to believe the FTC wouldn’t apply it in those circumstances.
Why Dante Labs or other DNA companies think these long drawn-out delays is a good thing is beyond me. I can think of several other companies that have no problems taking months to provide you with results.