We encourage customers to provide their sample before the "Collect saliva by" date on the side of the collection tube. If your sample collection kit is lost or damaged, or if it has expired, we will ship you a replacement kit free of charge. Replacement kits can only be shipped to the same shipping country as on the original order.
You can request a replacement kit by contacting Customer Care.
Can I give a replacement kit to a different individual than noted on the order?
Yes, if you have purchased the 23andMe® service for someone who is unable or unwilling to provide a sample, you can give the unregistered collection tube to someone else. It is during the registration process that a collection tube is connected with a specific person. If the collection tube has been registered, please contact us from the registered email address and we will outline the available options.
Important: Replacement kits as a result of a sample failure are already registered and cannot be transferred to another individual.
How can I request a replacement kit?
Contact the Customer Care Team. Be sure to provide the barcode on your current kit and your current shipping address. You may be asked to provide information about the original order before a replacement kit can be shipped.
When does my kit expire?
You can locate the "Collect saliva by" date on the side of your collection tube. We encourage customers to provide their sample before the date listed on the side of their collection tube.
Can the replacement kit be shipped to a different country [than on the original order]?
No, replacement kits can only be shipped to the same shipping country as on the original order.
Do I need to register my replacement kit?
If an unregistered kit is replaced, then the new kit will also be unregistered. The kit will need to be registered in order to receive the 23andMe service.
If a registered kit is replaced, then the new kit will already be registered and you will not need to go through the registration process.
If you are unsure whether or not the kit is registered, you can enter the barcode during the registration process. If you receive the message “This barcode has already been used”, then the kit has been registered, otherwise you will be prompted to complete registration.
My sample failed analysis, how do I request a replacement kit?
Important: In the event of a second sample failure, you will be able to request a refund per our refund policy from within your account; a replacement kit will not be available as an option.