Flexible shipping options are part of why FamilyTreeDNA has a global database. We offer many options to both our domestic and international customers. When needed, we provide necessary customs forms to make the process as fast and straightforward as possible.
Shipping and Handling at FamilyTreeDNA
For domestic orders, FamilyTreeDNA uses DHL shipping.
There is combined shipping and handling charge of $9.95 USD for new test kit orders.
Yes. Once you have placed your order, you may request that it be shipped to you by Federal Express with either next-day or three-day shipping. For domestic orders, next-day shipping is $35 (US dollars) and three-day shipping is $25 (US dollars) within the continental US. Either option with a Saturday delivery is $40.
International prices vary.
To upgrade shipping, please call Customer Service at (713) 868-1438 Monday thru Friday 9 AM to 5 PM CT, and make sure to have your kit number available. For international pricing, please have a physical address ready for a shipping price quote.
Important: As the shipping and handling fee covers the costs of materials and labor, expedited shipping fees are in addition to the standard $12.95 shipping and handling fee.
Note: Your kit number is included in the email that we sent to you after you placed your online order.
Yes, we ship kits to most international locations. Standard shipping is by DHL International. There are some countries where shipping requires special processing. These countries are Brazil, Japan, Mexico, Russia, and Saudi Arabia. There are two countries, Sudan and Iran, whose customs restrictions prevent us from shipping to them. Due to the wide range of international postage costs, international shipments do not include return postage.
Once you have ordered, we typically mail kits first class the next business day from our office in Houston, Texas. For orders within the United States, DHL transit time is usually between 2–8 business days. However, depending on your location, it may be as many as 10 business days. International orders can take several weeks to arrive.
Important: Due to the high volume of orders during sales and holiday seasons, shipping times may be longer than normal as a result of internal delays and delays with DHL. Please request expedited shipping if you need an order delivered prior to a holiday. Note that additional charges apply for expedited shipping. To request expedited shipping, contact Customer Support at (713) 868-1438 Monday thru Friday 9 AM to 5 PM CT.
The charge for standard DHL shipping to most international locations is $12.95 USD.
DHL says my completed kit has been delivered to FamilyTreeDNA. Why haven't you marked my kit as received yet?
Typically, FamilyTreeDNA checks received kits into our system within 1–2 business days after delivery to our office.
The table below shows the countries where we know there are potential issues that require special handling. Please do not hesitate though to contact us before ordering to confirm that we have shipped successfully to your location.
|Country||Customs Disclaimer||Delays During Shipping||Federal Express International Recommended||Starting Federal Express Price (Up to 4 Kits)|
|Saudi Arabia||Seldom||Yes||Yes||$55 US|
We are aware that in some or all cases the following countries will, at least part of the time, require special handling when customers return kits:
- Saudi Arabia
We have prepared the forms and disclaimers you will need to return your kit. For copies, please contact us, and select the Shipping category. If you discover that you need a special form or disclaimer related to returning your test kit from another location, please contact us, and select the Shipping category.
If your kit has been lost in the mail, we can have another kit shipped to you. Please contact us, and select the Shipping category. Please make sure to include your kit number. We will have a replacement kit sent to you the next business day.
No, our shipping and handling fees cover the materials in the test kit, the time to prepare it, and the actual shipping fee, whether domestic or international. Therefore, each kit has a standard Shipping and Handling fee added.
Most of the time, the DNA extracted from your original test kit is enough for any upgrade you order. When you have paid in full for the upgrade and the weekly batch has closed, your order is added to the queue for lab processing. Should the lab discover that a new sample is needed, you will be sent a new kit to the address on the account.