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How can we help you
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?
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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?
See all 24 articles
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?
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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?
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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?
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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?
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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?
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