When sending more than one kit together in one envelope, it’s important to insert the vial of each kit into separate ziplock bags, and insert those bags into separate small envelopes, and only then add these envelopes to one larger envelope for shipping. If you have inserted both ziplock bags into the same single envelope, or the 2 vials into a single ziplock bag, our lab may have mistakenly processed them as a single kit.
Additionally, there may be a few days between the delivery of your DNA sample at the post office and its arrival at the lab. If you sent more than one kit together, this could also explain why one of your samples has been confirmed as received, while the other has not yet. Please give it another 3 to 5 days to check if the second kit is also listed as “Received by the lab.”
If an additional 10 days have passed and the second kit still isn’t listed as received by the lab, or if you have sent the 2 kits in one small envelope (meaning 2 vials per one small envelope), it’s likely that one of the kits has gone missing. In this case, please contact our Support team by following the steps in this FAQ: How can I contact Support and get help?