As we prepare for website updates be sure to place any online orders by 03/27/19. Phone orders can be placed March 28 & 29. Unfortunately, we cannot take any orders on March 30 & 31. Normal business operations will resume by 12pm PST 04/01/19.

Returns and Refunds

Return Policy

If you need to return un-used frozen donor units to the lab, you must send an email to to notify of your intent to return. You must also complete the Return of Specimens form, and the Gamete Storage Agreement included with your shipment and return in the box with your specimens, so that the returning dewar is immediately checked for the returning units. If you do not notify the lab of the returning units, you will assume all risk of the units not being discovered and their subsequent loss. No refund or exchange credit will be issued for lost units when returned without notification prior to their arrival at the lab. Upon arrival, the donor units are returned to liquid nitrogen storage. Your credit card on file will be billed a restocking fee to have the units placed into liquid storage inventory and one month storage fee. Upon request to have the specimens reshipped, subsequent re-shipping charges will be applied. If the returned units are not re-shipped within one month, you will continue to incur storage charges monthly. If you prefer, you may request annual storage by clicking on Ready to Order from your online account, then click on storage. Failure to pay any storage charges incurred as they become due may result in the destruction of specimens. Click here to view our fees.

Refund Policy

  • Vials purchased on donors after release from quarantine will be refunded at 50% of the original purchase price provided the donor is still listed on the website as a current donor.
  • Vials purchased on donors no longer listed on the website as a current donor will not be refunded.
  • Vials that have left our facility will not be refunded
  • Requests for refunds for specimens that have been in private storage for more than 2 years (in any quantity) will be accepted at the option of the sperm bank and a refund offer, if any, will be made at that time.
  • Inventory handling/restocking charge will be applied
Once units leave our facility we are unable to refund or exchange for any reason other than if units are proven not to have met our minimum guarantee guidelines**. We cannot re-sell any donor specimens to another client once the specimens have left our physical control for any amount of time under any circumstances (for obvious reasons, as well as FDA regulation).

**NW Cryobank does not offer full refund or replacement of vials, unless the TMC guarantee is not met. Each ICI vial contains 10-18 million motile sperm. IUI vials contain 7-13 million motile sperm. We currently do not provide TMC guarantees on our ICI/IVF and IUI/IVF vials. In the event a specimen is determined to be substandard, the client has two options for use of the vial:

  1. Client may choose to return the unused specimen for complete refund or credit on a future purchase. This is not available for at home insemination.
  2. Client may choose to utilize the specimen. If the client chooses to use the specimen, the motility guarantee is void.

Your provider must complete the Specimen Report form and return to NW Cryobank within 30 days of receipt of specimen. This Specimen Report form provides detailed analysis of the results performed by qualified personnel. Sperm count guarantees apply only to initial shipment of specimens, upon appropriate initial thaw, and prior to any additional handling or washing procedures.