Payment

  1. How do I pay for an order? faq id: 285
  2. Is it possible to pay for a kit to be sent to another person (third party billing)? faq id: 286
  3. What is Family Tree DNA's refund policy? faq id: 287
  4. Can I add my kit to a group project and receive a refund for the group rate? faq id: 288
  5. How do I submit payment to upload my results to the National Geographic Genographic Project? faq id: 290
  6. Is it possible to pay for an upgrade or additional test on someone else’s kit? faq id: 293
  7. Can I change my test before it is sent to the lab? faq id: 294
  8. What is your refund policy for a failed Family Finder test? faq id: 302
  9. I agreed to a DNA test and someone else paid for the test (3rd Party Payment). Now, I have changed my mind about allowing them to access my results. May I block their access to the account? May I remove my results from the database? faq id: 1358

Questions and Answers

  1. How do I pay for an order? faq id: 285

    We offer two options. You can pay by credit card or by invoice. You may choose one during the order process. You may pay an invoice with US check, US money order, or credit card.

    Note: We will run tests only after we receive payment.

  2. Is it possible to pay for a kit to be sent to another person (third party billing)? faq id: 286

    Yes. We accept third party billing. When you place an order, you may choose a billing address that is different from the shipping address.

    Note: We will run tests only after we receive payment.

  3. What is Family Tree DNA's refund policy? faq id: 287

    These are our refund guidelines for our tests.*

    1. A kit is ordered and paid for. It is unused. It is returned sealed in its original mailing envelope. We will refund the test price less credit card charges and handling. Those charges are 3% of the test price plus $10 US.
    2. A kit is ordered and paid for. It cannot be returned in its original mailing envelope. We will refund the test price less 15%.

    However, we cannot give refunds once a kit enters lab processing. Delays in scientific testing can occur. Thus, we do not give refunds for delayed results.

    *There is an exception to this policy when after two attempted Family Finder test runs your sample quality is insufficient for an acceptable result. Read more...

  4. Can I add my kit to a group project and receive a refund for the group rate? faq id: 288

    Yes. Before you return your kit to the lab, we can change your order to be through a group project. Please use our feedback form to contact customer service. Provide them with the kit number and project to which you would like the kit added. You will receive the group rate.

    For credit card charges, we apply a credit to the credit card used. We mail a refund check for check or money order purchases. If the kit has not been paid for, we will adjust the invoice price.

    Note: Once a kit enters lab processing, we will not give refunds for joining a project.

  5. How do I submit payment to upload my results to the National Geographic Genographic Project? faq id: 290

    Once you have mitochondrial DNA (mtDNA) or Y-chromosome DNA (Y-DNA) results, you may donate them to the Genographic Project. The cost is $15 US. Online payment is by credit card. To donate:

    1. Login to your myFTDNA account. (https://www.familytreedna.com/login.aspx)
    2. Go to the Genographic Project page.
    3. Check the I agree box to consent.
    4. Enter payment information.
    5. Click to complete the transfer.

    You may also pay by check. Mail your check and request to donate to our office. Once we transfer your results, we will send you an e-mail with your GPID (Genographic ID).

    Note: If you have results for both Y-DNA and mtDNA tests, only one charge will apply. Donate one test to the Genographic Project. Then, please use our feedback form to contact customer service. Include your kit number, and we will submit the second test for FREE.

  6. Is it possible to pay for an upgrade or additional test on someone else’s kit? faq id: 293

    Yes. You may pay for an upgrade on someone else's kit. The kit owner must first agree. Our customer service will help you contact the kit owner. They will also help with billing. Please use our feedback form to contact customer service. Be sure to include the kit number.

    TermsOfService

  7. Can I change my test before it is sent to the lab? faq id: 294

    Yes, please use our feedback form to contact us. Family Tree DNA customer service will need the kit number and test type to add/change.

    We will issue a refund if the original test was paid for and the new test amount is less than the original. We will send a new invoice or payment link if the new test price is greater than the original.

  8. What is your refund policy for a failed Family Finder test? faq id: 302

    The Family Finder test uses a microarray chip that is sensitive to the quality of the DNA sample. Therefore our testing policy differs from our mtDNA and Y-DNA tests. We limit Family Finder testing to two attempts.

    • Almost all (99.5%) Family Finder tests are successfully processed on the first attempt with a good quality customer swab.
    • Should the first attempt fail, we rerun the test with a second separate DNA extraction.
    • Should the second attempt fail, we allow you one of three options.
      1. Paying $150 US for another single attempt.
      2. Receiving a partial refund of the test price minus $150 US.
      3. Receiving a partial credit of the test price minus $150 US toward one of our mtDNA or Y-DNA tests.

    Thus, if you paid $289 US for your Family Finder test, and, after two runs failed, you choose to receive a partial refund, you would receive $289 - $150 = $139 US.

    See also: Using the Test Kit

  9. I agreed to a DNA test and someone else paid for the test (3rd Party Payment). Now, I have changed my mind about allowing them to access my results. May I block their access to the account? May I remove my results from the database? faq id: 1358

    Yes. We can remove your results from our database. You may also restrict access to your account. To do so, you need to repay all other parties in full. This includes tests paid through a group project.