Online Payment System
Testing from Sun Genomics can only be ordered by a supervising health care practitioner as dictated by United States federal law. Health care practitioners can place collection box orders via The Organizational Portal using established credentials. Please contact Customer Support at 1-661-888-4799 for more information regarding The Organizational Portal.
Sun Genomics provides an Online Payment System for the sole purpose of allowing customers to provide payment methods for new lab orders.
Refund Policy
Returns
The Floré Clinical Return Policy is 30 days from the date the product has been delivered. If 30 days have elapsed since delivery, unfortunately we cannot offer you a refund or exchange. Only test collection boxes are returnable. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your test collection box return, it must be returned to Sun Genomics at the customer's expense. All kit returns can be sent to 5151 Shoreham Place, Suite 100, San Diego, CA 92122.
Several types of goods are exempt from being returned. Once a collection box has been opened and/or used, no refunds can be issued. Once a sample has been processed and has a test in process, returns are not allowed. No returns are allowed on probiotics or supplements.
Patients--please reach out to the provider about a return. Providers who purchased from us may return the collection box unopened for a refund within 30 days of delivery.
Refunds
Once your collection box return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. The credit should show up on your payment method within 5-7 business days.
We do not offer refunds on any test or probiotics due to efficacy. Results of probiotic use will vary from individual to individual.
If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund yet after at least 10 business days, please contact us at customerservice@sungenomics.com.
Exchanges
We only replace collection boxes if they are defective, expired, or damaged. If you need to exchange it for the same item, send us an email at customerservice@sungenomics.com.
Probiotics cannot be exchanged, but we do offer a courtesy reformulation if your patient does not tolerate the formula (see next section).
Reformulations
While we do not offer exchanges or refunds on custom probiotics, we do offer ONE courtesy reformulation within the first 6 weeks. If a provider determines that the patient is not tolerating the formulation, he or she can reach out to customer service and the Scientific Liaison at customerservice@sungenomics.com.
Nature and Scope of Testing
Our microbiome testing and report are not intended to provide medical advice, diagnosis, or treatment. The resources, including our products and services, provided on and through our website, including information that may be provided on our website directly or via linking to third-party sites by a healthcare or nutrition professional, are provided for informational purposes only. Please consult with your physician or other healthcare professional (collectively, “Healthcare Professional”) regarding any medical or health-related diagnosis or treatment options.
Shipping for International Orders
You are solely responsible for providing us with accurate shipping information and a valid phone number and email address. In the event that any product is returned to Sun Genomics as a result of your failure to provide us with accurate shipping information, you shall be responsible for any additional shipping fees or other charges that may be applied to the return of the product to us or in re-sending the product to you.
Please note that refunds will not be issued for any order refused or abandoned by the intended recipient or seized by customs.
Shipping and delivery dates are estimates only and cannot be guaranteed. We are not liable for any delays in shipments.
International shipment rates vary based on total package weight and final destination. Pricing on our Website does not include duties, insurance costs, tariffs, or value-added taxes (VAT), sales taxes or other international costs/taxes. Free shipping promotions do not apply to international orders.
If you place an order for shipment to an international address, you will be responsible for paying any VAT and other taxes, tariffs, import or export duties, and other similar taxes, duties, or fees attributable to such orders. These taxes, duties, and fees, if assessed, are the sole responsibility of the package recipient, who will be billed for them by the local customs office.
Payment Methods
Sun Genomics accepts payment online by credit/debit cards only. Charges to your card occur when the order has been placed, or at the time of your online transaction. All charges for Sun Genomics tests are listed in American dollars ($).
Sun Genomics accepts the following credit cards: Visa, MasterCard, American Express, and Discover.
Shipping Policy
Collection materials are shipped to patients and health care practitioners after payment has been received.
Other Terms and Conditions
Sun Genomics reserves the right to change the terms and conditions of Online Payment at any time. Customers are encouraged to review the Terms and Conditions on a periodic basis for changes and clarifications.
Terms of Service
This is a legal agreement between you and Sun Genomics stating the terms that govern your use of the Online Payment System for Sun Genomics This agreement, together with all updates, additional terms, and all Sun Genomics' rules and policies, collectively constitute the “Agreement” between you and Sun Genomics To agree to these terms, click “Agree” when processing your payment. If you do not agree to these terms, do not click “Agree,” and do not use the Online Payment service. You must accept and abide by these terms as presented to you: changes, additions, or deletions are not acceptable, and Sun Genomics may refuse access to the Online Payment System for noncompliance with any part of this agreement.
1. Definition of the Sun Genomics Online Payment System. Sun Genomics is the provider of the Online Payment System (the “Service”) that permits you to complete the payment process through the online Service under certain terms and conditions set forth in this agreement.
2. Privacy Sun Genomics is committed to protecting the privacy of your personal and health information.
Sun Genomics is the sole owner of the information collected on this site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement. This site contains links to other sites: Sun Genomics is not responsible for the privacy practices or the content of such sites.
a. Personal Information Sun Genomics Collect. In order to process specific areas of the Sun Genomics website, you may be required to give contact information such as your email address, as well as other personal information. We may collect information that you voluntarily provide to us through questionnaires or surveys.
In order to provide better service, Sun Genomics may use an internet tool called a "cookie." A cookie is a piece of data stored on your computer's hard drive. We may use cookies to tell us that you have visited our site before and retrieve certain information previously provided by you. We may also use cookies to keep track of information about your current site visit that will be discarded as soon as you close your web browser. This allows us to make navigation through our site simpler for our visitors, and compile statistics that we can use to improve our site. Usage of a cookie is in no way linked to any personally identifiable information while on our site.
b. How Sun Genomics Uses Your Information. Sun Genomics may use your personal information to provide you with the services or products that you request, to respond to your questions about our services, billing, or use of our website, or to evaluate our services and products and to conduct customer surveys. With your consent, we may use your information to send additional information that may interest you. We may send email to any address we obtain, once, to obtain this consent. You may elect at any time to discontinue receiving any promotional emails and materials at any time.
c. Security. When you submit sensitive information via the website, your information is protected both online and off-line. Any website area where patient or customer information is displayed is secured by encryption-protected passwords, and transmission of sensitive information is protected using SSL encryption.
Your personal information is also restricted in our workplace. Only Sun Genomics employees who need the information to perform a specific task have access to personally identifiable information. Our employees are trained on our security and privacy practices, and our servers that contain personally identifiable information are kept in a secure environment.
d. Notification of Changes. Sun Genomics will change and update this policy whenever needed, so please check the policy often. We will identify that the policy has changed by changing the effective date at the bottom of this page. If we decide to use personally identifiable information differently from that stated at the time it was collected, we will notify users via email. Users will have a choice as to whether or not we use their information in a different manner.
3. Usage Rules Your purchase and use of Sun Genomics collection materials is conditioned upon your prior acceptance to the terms of this Agreement.
4. Termination
a. Termination by Sun Genomics If you fail, or Sun Genomics suspects that you have failed to comply with any of the provisions of this agreement, including but not limited to failure to make payment of fees due, or failure to provide Sun Genomics with a valid credit/debit card or with accurate and complete registration information, Sun Genomics at its sole discretion, without notice to you may: (i) terminate this Agreement and/or your Account, and you will remain liable for all amounts due under your Account up to and including the date of termination; and/or (ii) prevent access to the Online Payment System.
b. Termination of Service. Sun Genomics reserves the right to modify, suspend, or discontinue the Online Payment Service at any time with or without notice to you, and Sun Genomics will not be liable to you or to any third party should it exercise such rights.
5. General Compliance The Online Payment Service is controlled and operated by Sun Genomics from its offices in the United States of America. You agree to comply with all local, state, and national laws, statutes, ordinances, and regulations that apply to your use of the Service.
6. Changes Sun Genomics reserves the right, at any time and from time to time, to update, revise, supplement, and otherwise modify this Agreement and to impose new or additional rules, policies, terms, or conditions on your use of the Service. Such updates, revisions, supplements, modifications, and additional rules, policies, terms, and conditions (collectively referred to in this Agreement as "Additional Terms") will be effective immediately and incorporated into this Agreement. Your continued use of the Online Payment System following will be deemed to constitute your acceptance of any and all such Additional Terms. All Additional Terms are hereby incorporated into this Agreement by this reference.
7. Miscellaneous These Terms of Service constitute the entire agreement between you and Sun Genomics and govern your use of the Online Payment Service, superseding any prior agreements between you and Sun Genomics. Sun Genomics' failure to enforce any right or provisions in these Terms of Service will not constitute a waiver of such provision, or any other provision of these Terms of Service. If any provision of this Agreement is found by a court of competent jurisdiction to be invalid, the other provisions will remain in full force and effect. Sun Genomics will not be responsible for failures to fulfill any obligations due to causes beyond its control.
The information contained on this site is provided for educational purposes only and is not intended to replace discussions with a healthcare provider. All decisions regarding patient care must be made by a healthcare provider considering the unique characteristics of the patient.
Notice of Data Processing
Under the General Data Protection Regulation (GDPR) issued by the European Commission, Sun Genomics is a third-party processor of your patient's Personal Data; you, the Practitioner/Clinician, are the controller and/or processor, as applicable, of that Personal Data under the European Data Protection Legislation; and each party will comply with the obligations applicable to it under GDPR Legislation with respect to the processing of that Customer Personal Data.
Effective Date of Original Notice: May 16, 2024
