I sent back my two samples on August 28th, and according to tracking, they arrived in New York on September 5th but have been stuck in customs. After contacting the shipping service, I learned about a new law requiring additional duties. I shared this info with support, who assured me it would be resolved, but after multiple follow-ups, the issue remains. I even offered to pay the duties to expedite the process, but was told it must be handled by the company. It's been 18 days, and I still have no clear support or solution. I've asked if the samples will be compromised but received no response. I've made it clear that I want a refund or an alternative solution if this isn't resolved. Finally, the issue has been resolved, and the samples have been released; now I hope to receive my data and reports.
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Nebula Genomics is a privacy-focused, science-driven personal genomics company. We enable our users to stay in control of their personal genomic data and learn how the latest scientific discoveries apply to them.
