Tracking, refunds, and returns

For tracking information, see Tracking an AncestryDNA® Kit. For refund amounts and eligibility information, see our Renewal and Cancellation Terms. 

Shipping to another country

AncestryDNA® kits purchased in Canada can be shipped only to an address in Canada. Orders placed in Canada must have a Canadian billing address. 

Shipping in hot or cold weather

The sample can be placed directly into the mail, even in extreme temperatures. Shipping the DNA kit back in extremely hot or cold temperatures should be fine, but we will provide a free replacement kit if your test fails at the laboratory for any reason.

Standard shipping

Standard shipping costs $19.99 for the first kit and $9.99 for a second kit in the same order. This amount covers shipping to the recipient and return shipping, as well as other shipping related to the provision of the DNA testing service; no additional postage is necessary. An order can contain a maximum of two kits. All kits in a single order must be shipped to the same address.

DNA kits should be delivered within 10 business days (two weeks, barring holidays) of the order date. They’re sent via DHL and handed off to Canada Post, who delivers them to the recipient. Tracking may show that the kit travels to a third country (often Japan) before heading back toward Canada; this is normal. If a kit isn’t received within 25 business days, please contact us for a free replacement kit.

Note: you may experience delays with Standard orders shipped by Canada Post due to the rotating strikes. If you would like to guarantee faster delivery, we'd recommend placing an order with Expedited Shipping.

Expedited shipping

Expedited shipping costs $34.99 for the first kit and $9.99 for a second kit in the same order. This amount covers shipping to the recipient and return shipping, as well as other shipping related to the provision of the DNA testing service; no additional postage is necessary. DNA kits should be delivered within 2 business days of the order date. If the kit isn’t received within 4 business days, please contact us for a replacement.

Shipping the sample back

1. Before returning your DNA sample, register your kit.
2. On the registration confirmation page, click Return DNA sample, or in the confirmation email we sent, choose "Click here." Not getting emails?
3. Prepare the shipping label.
   • If asked, choose a shipping service.
   • Fill out the required information on the form provided.
4. Print the shipping label. Don't have a printer?
5. Package your sample.
   • Place your saliva sample inside the collection bag.
   • Put the collection bag inside the small box included with the DNA kit.
   • Attach the prepaid shipping label. 
6. Return your DNA sample using Canada Post or the chosen shipping service (if one was selected). 

If you've registered your kit, in most cases, you should receive results within 6 weeks from the date we receive your sample.

Troubleshooting

Address change
To change the shipping address for your order, follow the steps in Updating the Shipping Address for AncestryDNA®.

Not getting Ancestry® emails
If you're having trouble receiving our emails, like the registration confirmation email, see Not Getting Ancestry® Emails or contact us.

Lost or damaged kit
If you don't receive your kit within 25 business days (or within 4 business days for expedited shipping) or it arrives damaged, please contact us for a free replacement kit.

Lost plastic bag
If the resealable plastic bag is damaged or misplaced, put the sample tube into a Ziploc-type bag before placing it into the return shipping box. 

Don't have a printer
If you don't have a printer, create your return shipping label, save the file, and bring it to your local Canada Post or chosen shipping service for help. 

Lost return mailing box
If you've misplaced the return mailing box, you can ship the sample back using packaging you provide. If you use your own shipping materials, you'll need to pay for return shipping when you mail it. You can mail the kit to the following return address (at your own expense):

Lost sample
When we receive the sample, we'll send an email letting you know. If you're the owner of the account on which the DNA kit was registered and you don't receive a notification email within 30 days of the date you returned a sample to us, the kit was likely lost in the mail; in that case, please contact us for a free replacement kit.