| Information |
Why it matters |
| Account email |
Locates subscriptions and orders |
| Product name |
Identifies supplement, bundle, or Index kit |
| Order number |
Required for fulfillment and refund review |
| Charge date and amount |
Required for billing review |
| Renewal date |
Determines future subscription cancellation |
| Cancellation screenshot |
Shows account action taken |
| Shipment status |
Determines whether order can still be changed |
| Tracking number |
Supports delivery complaints |
| Product photos |
Supports damaged, wrong, or quality complaints |
| Index kit status |
Determines the Index refund route |
| Lab receipt status |
Critical for Index kit refund timing |
| Support thread |
Shows what Elysium already decided |
For subscription complaints, lead with renewal date and cancellation status. For Index kit complaints, lead with kit registration and lab status.
Subscription Cancellation and Billing Complaints
Elysium's cancellation help article says monthly, pay-as-you-go, six-month, and yearly subscriptions can be managed from the account. It also says customer care can help by email at care@elysiumhealth.com or by phone at (888) 220-6436.
Use this table:
| Subscription issue |
Complaint focus |
| Need to cancel future renewal |
Account cancellation and confirmation |
| Charge after cancellation |
Cancellation confirmation and later charge |
| Need to skip or change date |
Account shipment tools or support request |
| Wrong product on subscription |
Product and account screenshot |
| Bundle upgrade issue |
Current product, bundle offer, renewal date |
| Current shipment already paid |
Ask whether order processed or can be canceled |
Elysium's Terms say payments are nonrefundable unless expressly specified, and Elysium will not charge or will refund charges for orders it does not process or cancels. For a refund complaint, ask whether the order was processed, canceled, or still pending.
Refund, Returns, and Nonrefundable Charge Complaints
Elysium's Terms are stricter than many ecommerce return policies. They say payments made to Elysium are nonrefundable unless expressly specified. That means a refund request should be grounded in a specific rule or operational fact.
Use this table:
| Refund-related issue |
Evidence |
| Order not processed |
Order number and cancellation status |
| Elysium canceled order |
Cancellation email and charge record |
| Charge after cancellation |
Cancellation confirmation and later charge |
| Product arrived damaged |
Photos, order number, delivery date |
| Wrong product |
Order confirmation and item received |
| Tracking lost |
Tracking number and carrier status |
| Index kit refund |
Kit status and lab receipt status |
Ask support for a written explanation of whether the order was processed, shipped, canceled, eligible for a specific refund route, or handled under the nonrefundable payments clause.
Index Kit Refund Complaints
Index kit complaints require their own handling. Elysium's Terms say if an Index kit has been received and opened, the customer can receive a refund by contacting care@elysiumhealth.com or calling (888) 220-6436, registering the kit, and mailing it back with the return shipping label provided by Customer Experience. As long as the refund request is received before the kit is received by the lab, Elysium refunds the purchase price less a $39 fee.
For Index complaints, include:
| Detail |
Why it matters |
| Kit order number |
Identifies purchase |
| Kit registration status |
Required under the Terms |
| Whether kit was opened |
Determines the path |
| Whether lab received kit |
Determines refund timing |
| Refund request date |
Shows whether request was before lab receipt |
| Return label status |
Shows whether Elysium provided return route |
| Tracking to lab or return |
Shows kit movement |
If the lab has already received the kit, ask support for the current result/status route rather than assuming the same refund rule still applies.
Shipping, Tracking, and Product Complaints
Elysium's support center includes questions about tracking, delayed shipments, shipping-address changes, and reshipments. Shipment complaints should focus on order status and tracking.
For shipment complaints, include:
| Problem |
Evidence |
| Package not received |
Tracking number, delivery address, carrier status |
| Tracking not updating |
Tracking page and ship date |
| Wrong address |
Order confirmation and correction request date |
| Damaged product |
Photos of package and product |
| Wrong item |
Order confirmation and item received |
| Missing item |
Packing materials and order contents |
Ask support whether the order can be reshipped, refunded under an unprocessed/canceled-order rule, or investigated with the carrier.
Product, Science, and Supplement Safety Complaints
Elysium's site says its product statements have not been evaluated by the Food and Drug Administration, and products are not intended to screen, diagnose, treat, cure, or prevent any disease or condition or assess risk of disease. The support center also notes that biological age should not be used to determine or change age-related health or medical treatment unless advised by a healthcare professional.
For product or safety complaints, include:
- product name
- order number
- date first used
- amount used if relevant
- lot or bottle code if visible
- product condition
- symptoms or concern
- photos if relevant
- whether use was stopped
- whether professional care was sought
- requested support response
If symptoms are concerning, stop use and contact an appropriate healthcare professional before focusing on billing or refund details.
Privacy and Account Data Complaints
Elysium's Privacy Policy says it may retain limited information related to an account and data deletion request, including email address, deletion request identifier, communications related to inquiries or complaints, and legal agreements, for legally required or legitimate purposes.
Common privacy requests include:
| Request |
What to include |
| Access |
Account email, full name, state, request date |
| Deletion |
Account email, active subscriptions, open orders, Index kit status |
| Correction |
Old and corrected account details |
| Marketing opt-out |
Email address and communication type |
| Account security |
Account email, date noticed, suspicious change |
| Index data concern |
Kit ID, registration status, lab status, account email |
Save receipts, cancellation records, kit status, and support messages before requesting deletion if a complaint is still open.
When to Escalate Beyond Elysium Health
| Situation |
Escalation path |
Notes |
| Charge after confirmed cancellation |
Elysium follow-up, then payment issuer if appropriate |
Include cancellation proof and later charge |
| Order canceled or not processed but refund missing |
Elysium follow-up |
Terms say those orders are not charged or are refunded |
| Index kit refund disputed |
Elysium follow-up |
Include request date, registration, return label, and lab status |
| Package lost in transit |
Elysium and carrier |
Include tracking and delivery address |
| Product safety concern |
Elysium, professional care, and regulator if appropriate |
Preserve product and photos |
| Privacy request unresolved |
Elysium privacy route, then applicable privacy regulator |
Include request date and response history |
Escalation is strongest when it uses one account email, one product, one order number, one renewal or kit status, and one requested remedy.
What to Say in an Elysium Health Complaint
Use this script:
"I need Elysium Health to review a complaint for account [email]. The issue is [subscription cancellation, charge after cancellation, shipment date change, order cancellation, nonrefundable charge, Index kit refund, tracking problem, damaged product, wrong item, privacy request, or supplement concern]. The relevant details are [product, order number, renewal date, charge date, cancellation date, tracking number, delivery date, Index kit registration status, lab status, or support case]. I have attached [account screenshot, cancellation confirmation, receipt, order status, tracking, product photos, kit status, return-label request, or support thread]. I am requesting [cancellation confirmation, billing review, order cancellation, refund status, Index kit instructions, shipment investigation, replacement, privacy response, or written policy explanation]. Please confirm the next step in writing."
Useful follow-up questions:
- "Was this order processed, canceled, or still pending?"
- "Which subscriptions remain active under my account?"
- "Did this charge belong to a current shipment or future renewal?"
- "For Index, has the lab received the kit yet?"
- "Will the Index refund deduct the $39 fee?"
- "Can you confirm the final subscription and order status in writing?"
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