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What is the processing of refund?

• Your cancellation request must be received by end of business (5:00 p.m. Central Time) on the appropriate day as described above.All refunds will be given to the original credit card on which the purchase was made. 

• Please allow thirty (30) days for the refund to reach you or be credited back to your account.

How long does it take to receive my results?

• Kits shipped between the U.S. and Canada typically arrive between 5–7 business days. International orders may take 3–5 business weeks.

• Once they receive your DNA sample in the lab, you will be notified of receipt via the email address associated with your account. 

•  Send your sample directly to the lab for processing. Processing times vary depending upon the test(s) ordered.

Can I know more about the exchange rate？

• Refunds for any international orders will be applied at the current exchange rate for U.S. dollar at the time the refund is requested. 

• Therefore, due to a change in the currency rate, customers may be refunded a greater or lesser amount than the amount they paid. FamilyTreeDNA is not responsible for changes in currency rate.

How to request permission to use the service for law enforcement purposes?

• Requests to submit a sample or genetic file to upload into the database for law enforcement purposes should be sent to [email protected]. 

• Responses may only be sent if permission is granted or if additional information is required. 

• Expected response time is 1-2 business days from the date of submittal.Case circumstances. 

• Please Note: In the case of third-party representatives working with or on behalf of law enforcement, there must be formal documentation of the relationship with law enforcement granting authorization.

How to request user Information?

• FamilyTreeDNA responds to a valid legal process issued in compliance with applicable law.

• All legal requests for user account information must include:If possible, the full name (including first, middle, and last) of the FamilyTreeDNA account holder, and the kit number and email address or mailing address associated with the account.

• Details about what specific information is requested (e.g., basic user information) and how it relates to the investigation. We are not able to process overly broad or vague requests.A valid official email address (e.g., [email protected]) so they may respond to your legal process.

What can I know about the moving tests？

• Once a sample has begun processing in our lab, the new or existing kit order is no longer eligible for modifications or any type of refund. 

• Modifications are changes to the type(s) of test(s) you have ordered. Modifying the type of test ordered on kits. You may modify the type of test ordered on a new kit before it starts processing in the lab. 

• The funds for the original test will be credited towards the new test.You may modify the type of test ordered on an existing kit prior to any lab processing.

•  Any remaining balance may be applied to additional testing. You will be responsible for any additional costs associated with the change.