If you haven't received your DNA kit, first check its status on the DNA kit tracker: How can I track my DNA order?
If your DNA kit is returned to the sender, you can verify and update your shipping address to ensure successful delivery. This includes providing complete details such as your full name, address, and contact information.
Please note that shipping companies work with local postal carriers to deliver the package once the package is in the destination country. To track your kit in the destination country, simply use the local tracking number for the listed delivery service.
There are instances where a package is available for pickup at the post office and hasn’t shown up at the intended address. Please contact your local post office with the local tracking number to check if your package is waiting for you there. Ensure to collect it within the carrier's hold period to avoid it being returned to MyHeritage.
If the package is returned to MyHeritage, you can request a free replacement kit or a refund. Ensure your shipping address is accurate before requesting a replacement.
Note:
Upon receiving the product, you may be required to pay additional import taxes or other fees depending on the customs policy of the destination country. To learn more about the duties that may apply to your delivery, please seek assistance from your local Custom & Border Protection office.