TL:DR; Non-existent customer service, left unable to receive kit at all due to international shipping suspension. Nebula refuses to acknowledge that there are any problems throughout my dealings with them. Denies processing refund for dubious reasons, can only reship. Lies and says it is too late for them to refund because of the charge back, unless I cancel it. Just a fair warning for anyone looking to order a Nebula kit in the future, that if there are any problems this is how you can expect them to respond.

I wish I was commenting here under different circumstances, but unfortunately I have not been able to progress with my genomic journey.

I ordered my kit directly from Nebula in late August, anticipating shipping delays. However, two weeks after dispatch, I noticed the tracking number indicated that the item had not been picked.

I inquired politely if there were any issues or particular reasons why it had not been picked up. They ignored the question, and continued to deliver the same generic prepared responses over the month, it was like talking to a brick wall. Things began to make sense towards the end of September, when USPS announced an indefinite suspension of all international shipments to Australia. I understand that this was out of their control, yet in spite of the revelation, they continued to ignore it and gave irrelevant prepared responses, refusing to actually engage in finding a solution or even acknowledge the problem.

At that point, I firmly requested a refund, as there was no chance of actually using their service, and they did not appear willing to fulfill the order. They ignored me repeatedly; I warned them that I would pursue a charge-back, which they also ignored.

I began the charge back process, and even after everything was filed and submitted to the bank, they were unbothered. A few days later, they abruptly began responding to the original queries from weeks ago, stating that they will absolutely resend the item as a matter of urgency and that they would prioritize processing my sample. I advised that would not be possible at all, as had been previously noted USPS suspended all shipments to Australia, and as per Nebula's own FAQ they do not offer any expedited or rush delivery of kits. Based on their lackluster response thus far, I was skeptical that they would even keep their promises.

They continued to insist that they could only reship the item (regardless that it was not an option), ignoring the request for a refund and the fact that a charge-back had already been filed.

They eventually gave up on reshipping and stated that they would only issue a refund if I cancelled the charge back; processing the refund was impossible due to the charge back. Suspicious of this claim, I informed them that for obvious reasons, I would not be cancelling the charge back. They stated that they are currently in direct contact with my bank in order to resolve this issue. After a week, I called my bank to see if they had been in touch. They advised that they had received no correspondence from the vendor, that I should not be required to cancel the charge back in order to receive a refund, and that it was actually not possible to halt the process at this point.

I'm currently out approximately $390 AUD and stuck waiting for the bank to resolve the situation, which I'm told could take upwards a month. Just a fair warning for anyone looking to order a Nebula kit in the future, that if there are any problems this is how you can expect them to respond.