If your DNA kit tracker shows that your package has been delivered but you haven't received it, please follow the steps below.
Why does this happen?
In some cases, carriers mark a package as "Delivered" up to 48 hours before it actually arrives. This is common with USPS and other postal services, so it's worth waiting and checking before reaching out to us.
Step 1: Perform a thorough check
Wait up to 48 hours — the package may still be on its way.
Check with neighbors — the kit may have been delivered to a nearby address by mistake.
Check with household members — someone at home may have brought it inside.
Check unusual spots — look around your porch, side doors, or behind large plants.
Contact your local post office — provide your local tracking number to check if the package is being held for pickup.
Not sure where to find your local tracking number? Check here: How can I track my DNA kit order?
Step 2: Request a free replacement
If you've completed the checks above and still cannot locate your kit, please contact us and we'll be happy to help with a free replacement.
To avoid delays, please have the following information for our support team or chat assistant ready:
Full shipping address, including:
Full name:
Street name:
House number:
Apartment number:
City:
County/State:
Country:
Post code:
Phone number:
⚠️ If any of these details are missing or incorrect, we will not be able to ship your replacement.
Order number — found in your original purchase confirmation email.
Note:
Once a replacement is issued, the original kit will be deactivated and cannot be used even if it eventually arrives.
You will not receive an automatic confirmation email when your replacement is processed — you will receive a shipping confirmation with a tracking number once your replacement kit has been dispatched.