AncestryDNA® kits purchased from third-party companies (like Amazon) are subject to their return and refund policies. The information below applies to AncestryDNA® kits purchased from Amazon.
For help with kits purchased from other authorized sellers of AncestryDNA, select the company you bought the kit from:
Only authorized sellers are listed above. If your seller isn’t listed, contact them directly.
Lost or damaged kit
If your kit never arrived, or it arrived damaged, you’ll need to request a replacement DNA kit. The kit replacement process differs based on whether or not you’ve registered your DNA kit and connected it to your Ancestry® account.
Pre-registration
Contact Amazon if:
- Your kit hasn’t arrived
- You need to change the shipping address on your order
Post-registration
Contact Ancestry if:
- Your kit arrived damaged, but has been registered
- You returned your kit without registering it and no longer have the registration code.
- You haven’t received your results within 6 weeks of the date we receive your sample.
Returning a kit
To Amazon for a refund
Returns and refunds for kits purchased on Amazon are subject to Amazon’s Terms and Conditions. To return an AncestryDNA® kit to Amazon that you purchased from them, contact Amazon.
To Ancestry® for processing
After collecting your saliva sample, put the collection bag in the return shipping box labeled with our return address, and place it in the mail.
Return postage (as well as other shipping related to the provision of the DNA testing service) was included in the original cost, so just seal the box and send it back. If you’ve registered your kit, in most cases, you should receive results within 6 weeks from the date we receive your sample. Check the status of your DNA kit at any time.
Missing collection bag or return shipping mailer
If you're missing a collection bag or return shipping box, you can use your own. Replace the plastic bag with a Ziploc-type bag and place that in the return shipping box. If you’re shipping the sample using your own box, you can mail the kit to the following return address (at your own expense):
Ancestry
1226 S 630 E Ste 1
American Fork, UT 84003
