These are our refund guidelines for Family Tree DNA tests. Our lab refund policy includes delays in testing, since scientific procedures may be delayed for a variety of reasons. Testing times vary between products and may vary depending on lab volume.
Please note that you must have internet access to view the results on our interactive website. Some items have downloadable and printable components, but many are designed solely for online interaction. Results will not be mailed and we will not issue refunds for tests bought under the assumption that they will be mailed.
New Unused Kits
Before a kit has been returned to our lab, it is possible to change the test ordered. A partial refund or credit may also be made when a kit is not used following these guidelines:
- If you return an unused kit sealed in its original mailing envelope, we will refund the test price minus credit card charges (3% of the test price) and handling ($10.00 US).
- If you are unable to return the unused kit in its original envelope, we will refund the test price minus 15% (this covers the credit card charges, materials, and handling costs).
New Used Kits
After a kit has been returned to our lab or where we use a stored DNA sample for testing, we limit options for issuing refunds and credits. Requests for test cancellations of returned kits or stored samples must be made before the administrative batch is closed for the week. Administrative batches usually close on Wednesdays, but we may close them on other days to meet lab demands or at our sole discretion.
Please notify us before 4:00 pm Central on Wednesday if you need to change or cancel a test. For the quickest response, call Customer Service at 713-868-1438 during business hours. You may e-mail firstname.lastname@example.org, but we do not guarantee your test can be cancelled prior to batch closing.
Test Failure Credits
If the testing fails and we do not have remaining sample in storage, we will mail a new sample kit to the address we have on file. It is the responsibility of the person who orders a test or upgrade to confirm the mailing address is current at the time of purchase and while the order is being processed.
MtDNA and Y-DNA Tests (Sanger and NexGen Sequencing)
If additional samples are not obtainable, Family Tree DNA may credit or refund, at its discretion, the cost of the mtDNA Full Sequence, the Y-DNA37, Y-DNA67, Y-DNA111, and BIG Y tests minus $10 US shipping and handling fees and a 25% lab processing fee for orders greater than $79 US. We do not offer credits of refunds for products when the retail price of the order was equal to or less than $79 US. This includes sale pricing.
Family Finder Tests (Microarray Chip Testing)
The Family Finder test uses a microarray chip that is sensitive to the quality of the DNA sample. As a result, our Family Finder testing and refund policy differs from our mtDNA and Y-DNA tests. We limit Family Finder testing to two attempts. Almost all (98.5%) of Family Finder tests process successfully 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.
For Family Finder tests purchased at the $99 US price point, the following refund policies apply:
- Should the second attempt fail, and you wish to continue testing, we can make a third attempt with a new sample for a $50.00 US lab fee.
- No refunds will be issued after failed testing if additional sample is needed and is not obtainable.
For Family Finder tests purchased at the $289 or $199 US price point, should the second attempt fail, we allow you one of three options:
- Paying $150 US for another single attempt OR
- Receiving a partial refund of the test price minus $150 US OR
- Receiving a partial credit of the test price minus $150 US toward one of our mtDNA or Y-DNA tests.
For example, 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.
Autosomal (Family Finder) Transfer Program
Generally, the Family Finder Transfer program follows our standard refund policy.
Questions about Payments & Refunds
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.
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.