When to request a free replacement kit
Free replacement DNA kits are provided under the following circumstances:
- When a DNA kit does not arrive within 14 business days of the date of order (or 5 business days for expedited shipping)
- When a kit arrives damaged
- When we don’t receive a sample within 20 business days of the date it was mailed to us
- When we determine a sample to be unusable during testing
- When a kit hasn't been registered and the registration code is lost
Replacement DNA kits should arrive within 10 business days of the date of order (or 4 days for expedited shipping). When a replacement AncestryDNA® kit is sent for a test that's been registered, the original DNA kit it replaces is registered.
Replacing an AncestryDNA® kit
When the kit wasn't received, was damaged, or can't be registered
If your kit didn't arrive, was damaged, or you lost the registration code, contact us for a free replacement kit. Once it's sent, your new kit should arrive within 10 business days (or about 4 days if your original order had expedited shipping).
When it arrives, register your new kit, collect your saliva sample, and send it in. You should receive your results within 6 weeks of the date we receive your sample.
When the lab can't process your sample
If the lab can't process your sample, we'll email you a link to request a free replacement kit.
- Open the email from Ancestry® and click Confirm your free kit.
- On your DNA homepage, click Request a Free Replacement Kit.
Don't see this? If you see an ad instead, sign in and try again. - Verify your shipping address and click Send DNA Kit to This Address.
We'll send an email confirming the order of your free replacement kit. It should arrive within 10 business days. - When it arrives, register your new kit and collect your saliva sample.
- Send in your new sample. You should receive your results within 6 weeks of the date we receive it.
Tips for taking a successful saliva sample
- Brush your teeth and/or use mouthwash.
- Don’t eat, drink, smoke, or chew gum for 30 minutes after brushing your teeth and before providing your saliva sample.
- To produce more saliva, gently rub your cheeks from the outside (pressing them against your teeth and gums) before spitting into the tube.
- If after doing the above, you still find it difficult to produce saliva, place ¼ teaspoon of white table sugar on your tongue.
- If you can’t produce enough saliva in one try, refrigerate your tube in an upright position between attempts. You can refrigerate your sample for up to a week before needing to add it to the blue solution in the saliva tube.
- If you wear dentures, leave them in while producing and submitting your saliva.
- Do not overfill the sample.
- Make sure the liquid (not bubbles) fills the tube to the line. If bubbles are present, they should begin at the line and extend above it.
Troubleshooting
The blue solution doesn’t drain into the bottom of the tube
If you close the tube and the blue fluid doesn’t release into the bottom, carefully screw the cap tighter until the blue fluid drains into the bottom of the tube.
Difficulty producing enough saliva
If you can’t produce enough saliva in one try, deposit some saliva into the tube and refrigerate it until you can add more. Repeat until saliva reaches the line on the tube. The laboratory does not test blood or hair samples.
Old kit or sample
Once your sample is mixed with stabilizing fluid, send it back as soon as you can. But even if it's been a while, send your sample back anyway. The stabilizing fluid preserves your DNA, so as long as your saliva is mixed with the stabilizing fluid, it should work. We'll replace the kit if the laboratory can't extract enough DNA from your sample.
DNA homepage doesn’t offer a free replacement kit
If you received an email saying that we were unable to process your sample and you don’t see a kit replacement option on your DNA homepage, you are likely either not signed in or you’re signed in to the wrong account. Look for your name in the top-right corner of Ancestry® to verify that you’re in the right account. If it’s not there, click Sign In in the top-right corner to sign in (or, if you’re in someone else’s account, click their name and select Sign Out from the drop-down menu). If you need a replacement kit due to loss of or damage to the kit, contact us and let us know (1) that you need a free replacement AncestryDNA kit and (2) whether or not your kit was already registered.
The button doesn’t work
If you see a button on your DNA homepage to request a replacement DNA kit but the button doesn’t work, try clearing your cache and cookies.
Sent in a sample but forgot to register the kit
If you sent in your DNA sample without registering the kit, you can still register it (regardless of how long ago you sent in the test) if you have the registration code (which is printed both on the tube and on the instruction packet it came with). If you no longer have the registration code, you’ll need a free replacement kit.
Kit time frames and weather issues
The weather during shipping shouldn’t affect your DNA sample, but if we’re unable to process your sample, we’ll replace the kit.
Missing collection bag or return shipping mailer
If you're missing a collection bag or return shipping mailer, you can use your own. Replace the collection bag with a Ziploc-type bag and place it in the return shipping mailer. If you’re shipping the sample using your own box, address the shipment here:
From inside the U.S.
Ancestry
1226 S 630 E Ste 1
American Fork, UT 84003
From outside the U.S.
AncestryDNA®
Shannon Free Zone
Shannon, Co. Clare
V14 HN40
Ireland
DNA kits can be used for at least one year after the date of purchase, and often longer. If you’ve had a DNA test for more than a year and you haven’t sent in your saliva sample, register the kit and send in your sample.
