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After you order a test, we send the kit and instructions needed for that test to your chosen delivery address. The way you collect and send a sample depends on the test. Your sample goes to the laboratory carrying out the analysis; it is not returned to My DNA Lab for analysis.
We deliver test kits to addresses within the United Kingdom. We cannot currently deliver to BFPO addresses. Delivery to some areas, including Northern Ireland and the Highlands and Islands of Scotland, may take longer than delivery to other UK addresses.
Delivery options and any charge are shown during checkout. Our mobile phlebotomy service, where selected for an additional fee, is available across mainland UK and is arranged separately from delivery of the kit.
We aim to dispatch orders placed and paid for before 1pm on a working day on that same day, subject to the kit being available and any details needed to complete the order being provided. Orders placed after 1pm, at weekends or on a public or bank holiday are normally processed on the next working day. For dispatch purposes, working days are Monday to Friday, excluding public and bank holidays.
If we cannot dispatch your kit as expected, we will contact you with an update. Dispatch means that the kit has been handed to the delivery provider; it does not mean that it has arrived at your address.
We normally send kits using a tracked Royal Mail service. Delivery is commonly expected on the next working day after dispatch for many UK addresses, but the date is an estimate. Local delivery schedules, your postcode and disruption to postal services can affect when the kit arrives.
If a kit is delayed, damaged or shown as delivered but you have not received it, please contact us. We will check the tracking information and help resolve the issue, including arranging a replacement where appropriate. The delivery provider’s involvement does not remove our responsibility for delivering the kit to you.
Some tests use a Buccal Cheek Swab that you can collect at home. Others require a blood sample taken by a qualified Healthcare Professional. For a blood test, you can arrange your own local professional or choose our mobile phlebotomy service, where available, for an additional fee. The product page explains which type of sample your test needs.
Your kit contains the laboratory paperwork and instructions relevant to the test. We may have partly completed its paper order form using details you provided when placing the order. The participant must complete the remaining information, read the laboratory’s terms and provide the required signed consent before the laboratory can process the sample.
Please follow the kit instructions for collecting, packaging and sending the sample. Some samples need to be collected or shipped within a particular time. These requirements vary by test, so contact us before collecting your sample if anything is unclear.
Once your sample is ready, follow the collection instructions supplied for your test. Where a courier collection is required, we will help arrange it using the laboratory’s specified shipping process. The completed kit is collected from the agreed address and sent to the laboratory. Please do not post a collected sample to our registered address.
For certain tests carried out in the USA, unused kits are supplied to us through the laboratory’s facility in Ireland before we send them to the customer. When the completed kit is ready, we arrange DHL collection using the laboratory’s authenticated shipping account. The shipment is recorded under the laboratory’s account and travels directly from the customer’s collection address to its US facility. We do not open the completed laboratory form, handle the sample or submit that form through a laboratory portal.
If a scheduled collection is missed or you are concerned that a sample has been delayed in transit, contact us promptly. We will liaise with the relevant provider and laboratory and explain the next steps.
The turnaround shown on a product page is an estimate in working days. It begins when the laboratory receives a suitable sample and the required completed paperwork, not when you place the order, receive the kit or hand it to a courier. Laboratory working days and public holidays may differ depending on where the test is carried out.
If a laboratory needs another sample or reports an inconclusive result, we will contact you and talk you through what happens next. The estimated reporting date may change. Our Returns Policy explains how we handle concerns about a kit or test, including cases where a repeat sample is requested.
When testing is complete, the laboratory sends the report to us. We review its main findings so that we can offer a basic overview, then email the report to the person authorised to receive it under the arrangements for that test. Paying for a test does not automatically entitle someone to receive another person’s report. Our Privacy Policy explains how information is handled throughout the process.
If your kit has not arrived within the delivery estimate, or you need help arranging collection, please call 01257 249089 or use our contact page. Please have your order number available if you can. Your legal rights if a kit is not delivered within an agreed or legally required time are not affected by the delivery estimates in this policy.
