How long does it take you to receive my sample?
It depends on the mail service you use. Kits mailed within the United States include a prepaid USPS return envelope with standard postage, which is not expedited. International return times vary by country and carrier.
After your sample reaches our lab, it is usually checked in within a few business days, and you will get an email when it is. The Houston post office marks packages delivered when they are loaded for delivery, so there can be a short delay before your sample actually arrives at the lab.
Can I mail several kits back in one package?
Yes. You can send several FamilyTreeDNA kits in one package, whether you are mailing from inside or outside the United States.
Keep each kit separate inside the package. For a kit with vials, put that kit's signed Green DNA Processing Consent Form, its White Order Form if the kit is not registered yet, and its vials in that kit's own resealable bag. Never mix vials or forms between kits. A kit's documents always stay in the same bag as that kit's vials.
If you are returning kits from outside the United States, the declared customs value is $1.00 USD for the whole shipment, however many kits are inside.
If one of the kits is from MyHeritage, follow MyHeritage's return instructions for that kit.
I bought my kit on Amazon and never got an email from FamilyTreeDNA. Is that normal?
Yes. Kits sold on Amazon do not trigger our order email. Your kit number and password are printed on a sheet of paper inside the kit box.
Before you mail your sample, sign in with that kit number and password and enter your contact information, or fill in the White Order Form and send it with your sample. Keep your kit number somewhere safe. Without it, or without your contact information on the account, we cannot match the sample to you.
For replacements or refunds on a kit bought through Amazon, contact Amazon.
How do I create or make an account?
You do not need to sign up separately. Your account is created automatically when you order a test kit or upload DNA data from another company. Instead of a username, your account is identified by your kit number, which is in your order email or, for Amazon kits, on the sheet inside the box.
How do I contact customer support?
Contact Customer Service through our Contact Us form or call +1 713-868-1438, Monday, Tuesday, Wednesday, and Friday between 9 AM to 5 PM CT. Our chat assistant cannot see your kit details, so a person on our team needs to help with anything specific to your account.