Support/Before You Buy/Pricing

Requesting a refund for orders placed November 22 - December 5, 2013

posted this on December 05, 2013 04:26 PM

We no longer offer our health-related genetic reports to new customers to comply with the U.S. Food and Drug Administration’s directive to discontinue new consumer access during our regulatory review process.

This means that customers who ordered kits starting on November 22, the date of the FDA’s warning letter, will not receive access to their health reports. These customers will have access to ancestry-related genetic information, and they will have access to their raw data without interpretation.

We are offering customers who purchased kits from November 22, 2013 through December 5, 2013 a full refund if they wish. Eligible customers have received an email with instructions on how to receive a refund. If you placed an eligible order but have not received an email, please check your spam folders or search your inbox for this message as following the instructions will be the most efficient way to receive a refund. If you are unable to locate this email, please send a request to our Customer Care Team via the following form: Request a refund

Our standard refund policy applies to customers who purchased kits before November 22, 2013.

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