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

   In the process of placing an order, you will go through two screens. The first screen contains the name of the person being tested and where the kit needs to be sent.  After you submit the information on the first screen, the next screen will be your payment option. Depending on your payment option, the second screen will ask for credit card details or billing information for the invoice. The credit card option should be selected if you would like to pay online with a credit card. When paying using the invoice option, once you receive the invoice - which may come either with the kit or to the billing address if different from the shipping address - payment can be submitted by US check, US money order, PayPal or credit card. Tests will be processed only after payment is received.

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

   Certainly. In the process of placing an order, you will go through two screens. The first screen contains the name of the person being tested and where the kit needs to be sent. After you submit the information on the first screen, the next screen will be your payment option. There you can have the name and billing information for the third-party. Payment for the invoice option can be submitted by US check, US money order, PayPal or credit card. Tests will be processed only after payment is received.

3. What is Family Tree DNA's refund policy? faq id: 287
   If someone "changes his/her mind" after a kit is ordered and paid for but unused, a refund will be given less the amount to cover credit card charges, shipping and cost of the kit. Those deductions are $10 for orders under $200, $15 for orders between $200 and $350, $20 for orders from $351 to $550, and $25 for orders over $550. If an order was placed mistakenly (person does not fit into a surname project or female ordered male test, for example), paid for and unused, a full refund will be given. We will not give refunds after kits enter lab processing. Delays in scientific testing can occur. Therefore, refunds are not given in the case of delayed results.
4. Can I add my kit to a surname project and receive a refund for the group rate? faq id: 288
   Before a kit is sent to the lab for testing, an email should be sent to juliew@familytreedna.com with the kit number and project to add the kit to. For credit card charges, a credit will be applied to the credit card used. A refund check will be mailed for check or money order purchases. If the kit has not yet been paid for, the invoice price will be adjusted. Once a kit is at the lab for processing, refunds will not be given for joining a project.
5. How do I pay for a certificate of my results? faq id: 289

   The first certificate is FREE. Please do not place a certificate order unless you want an additional copy. You may place the certificate order by logging in to your personal page and selecting the "Order Certificate" link in the left side column. Each additional certificate is $10. Only credit card payment is accepted for certificate orders.

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

   Once results are available, a Genographic Project tab will appear on the personal page. Click this tab and check the “I agree” box if you agree to the consent form. The next screen will show the participant''s information, the $15 charge for transferring results and the test to be transferred. Credit card is accepted for payment online. However, you may also send us a check by mail, with a note indicating that you would like us to add your results to the Genographic Project. Once we do the transfer, you will receive an email notification with your GPID (Genographic ID). The $15 transfer fee is a one time charge per participant. If you have results for both Y-DNA and mtDNA, only one charge will apply. After submitting the first test to the Genographic Project, please contact us at info at familytreedna.com and we will submit the second test without an additional charge.

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

   For privacy reasons, we need permission from the participant or contact to upgrade their kit. Upgrading the kit and third-party billing will proceed via email once permission is granted. If you feel that you have a special circumstance that you need to make us aware of, please e-mail info at familytreedna.com.

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

   Yes. Please email info@familytreedna.com with the kit number and test type to add/change. A refund will be issued if the original test was paid for and the new test amount is less than the original. A new invoice or payment link will be given if the new test price is greater than the original.