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DNA ORDER QUESTIONS
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Internal Messaging and Alerts
"Ask a Relative" feature
How do I order a DNA test?
What is the age requirement for taking the DNA test?
Can I swab more than one person with the same kit?
There are several swabs in the kit. Do I need to collect samples using all of the swabs provided?
How is the DNA sample collected?
What are buccal cells?
What is the difference between collecting blood versus collecting buccal swabs?
Is blood more accurate than buccal cells?
What are the steps involved in taking a DNA test?
What is inside the DNA testing kit?
Test status and results
Where can I view my test results?
How will I receive my results reports?
Can I download and print copies of my test reports?
How long will I be able to view my test reports?
Can I view the reports from different family members in my account?
Someone else in my family has a DNA test which is registered to his own account. How can I view his results from my account?
I want to share some reports from my account with someone who already has an existing account. How can I do that?
How long does testing take?
How can I check the status of my test?
How will I know if my test is done?
How will I know if you had sent out my kit?
How will I know if you received my DNA sample?
How will I know when my test is done?
How can I check my test status if I can’t remember my password?
I can’t remember my Order ID#. Is there any way to check my test status?
I didn’t order the test kit so I don’t know the password. Is there any way for me to check the test status?
Where can I find the Order ID#? Is it printed on the test kit?
What is the difference between the Order ID#, the Kit # and the Activation Code?
What does pending status mean for my DNA test?
Will I receive a notification when my DNA test is complete?
How do I share my DNA test report?
How do I get more markers for my DNA ancestry test?
I want more DNA tests. Can you use the DNA sample from my previous test or do I need to send in a new sample?
Can I get extra copies of my test report?
Activating test kit
Why do I need to activate my test kit?
What happens if I send the kit back without activating my kit?
How do I activate my test kit?
Can I activate more than one test kit onto the same account?
Do I need to create a new account for each test kit?
How can I manage the test reports of multiple family members from one account?
Can I purchase a kit for someone else as a gift?
Will I be able to view the results if I order the kit for someone else?
How can I activate my kit if I lost my activation code?
Is kit activation mandatory?
Where can I find the activation code for my kit?
Why doesn’t my kit have an activation code?
Why does it say that my kit has already been activated when I don’t remember ever activating my kit?
Shipping and receiving
Can the test kits be shipped overseas?
If I live outside the country, can you still ship the kit to me?
What types of shipping options are available?
What is the cost for shipping of the test kits?
Is there an extra cost for international shipping?
How long does it take for me to receive the kit?
How soon is the kit shipped out after the order is placed?
How do I ship the kit back to the lab for testing?
What happens if I didn’t receive my test kit?
What do I do if I have lost or accidentally destroyed my test kit?
I want to order a relationship testing (paternity testing) kit but the parties to be tested do not live in the same city. Can the kit be split?
How do I collect the DNA sample?
What if I can’t collect a buccal swab sample. Do you accept any other sample types?
Do you accept forensic samples such as hair or nails?
What if the person that I wish to test is deceased?
Does the test kit have an expiration date?
After I collect the samples, how soon do I have to send it back for testing?
How long do you keep the samples after testing is completed?
What happens to the samples after testing is completed?
Can I get the DNA sample back?
Under what circumstances would a sample recollection be required?
What happens if I forget to sign the consent form on the specimen envelope?
Can the kit be shipped discreetly?
Getting ancestry upgrades
If I have already taken an ancestry test and wish to order an upgrade, is a new kit required or can you use the DNA from my original kit?
Can I use my existing samples from an ancestry test for an upgrade other than ancestry?
How will I know if I need to collect another sample for my ancestry upgrade test?
What is the currency of the prices shown?
What currency will be billed to my credit card?
If I don’t have a US dollar credit card, can I still make a purchase?
What name will show up on my credit card statement?
Can I order the tests in bulk?
Can I get a discount if I order a large number of tests?
Do you have a reseller or affiliate program?
What is your return policy for test kits?
What is your return policy for ancestry upgrade orders?
Share DNA test reports
How do I share a test report?
How do I ask a family member to give me access to his/her test report?
What is the difference between “full access” and “limited access” when I am sharing a test report with someone?
How can I un-share a test report?
How can I change the access level of a report that I am sharing with someone?
Who has permission to un-share a report or change access levels?
If I share a report with someone, does it mean that they can also access my family tree?
I want to access a report that a relative had activated onto another account. How do I do that?
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