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11 Family Tree DNA FAQs From Our Experts
Family Tree DNA was founded in 1999 after the company founder hit a stumbling block researching his own history. From there, the company has grown, adding its own, in house lab and adding a wider range of tests than ever before. Test results are stored without using names and additional precautions are taken to prevent information being used by the wrong people. Family Tree DNA's privacy policy states that information is never sold to third parties for any reason which has been a growing concern for others in the industry.
What is the Family Tree DNA refund policy?
Family Tree DNA will make a partial refund if the request is made within 60 days of the initial order and the unopened testing kit is returned within 30 days of the request. A cancelation fee of $25 may also be deducted from the refunded amount.
Can I cancel or change an order to Family Tree DNA once it has been submitted?
Orders cannot be changed or canceled once they have been sent to the Family Tree DNA labs for testing. Kits are usually tested on Wednesdays, however there may be additional testing days.
Do I need to create an account with Family Tree DNA?
Yes. Your Family Tree DNA account will be how you get and read your results once they are completed. The account can also allow you to interact with the community including connecting with possible family members that you were not aware of and more.
Can the Family Tree DNA test kits be sent to someone else as a gift?
Yes, you can send the kits as a gift. Simply use the other person's address as the shipping address at checkout.
Does Family Tree DNA have any resources or additional information?
Family Tree DNA has a learning center on the website which explains the terms for all of the tests as well as other informative articles, academic papers and more. There is also a forum where questions and answers as well as debate within the community can happen.
Is it safe to use Family Tree DNA?
Family Tree DNA does not store names/addresses with the DNA information in case of a security breach. In addition, the company does not sell information including names/emails and other personal identifiers to third parties.
How do I contact Family Tree DNA customer service?
Family Tree DNA customer service can be reached by using this form or by live chat on the website, Monday through Friday, 9 am to 5 pm and Saturday, 9 am to 4 pm. They can also be reached by phone at 1-713-868-1438, Monday through Friday 9 am to 5 pm (CST).
How does Family Tree DNA work?
To get results from Family Tree DNA you choose a test (there are several to choose from) and then you complete the easy to follow testing steps which require a gentle swab of the inside of your mouth. Your results are mailed back in and the results should be ready for you to review in 4-8 weeks. Family Tree DNA will send you an email telling you that your results are in so that you can log in to your account and see them. Results are not sent to your home.
What is the Family Tree DNA domestic shipping policy?
This is the Family Tree DNA domestic shipping policy:
Family Tree DNA Shipping Information
| Type | Shipping and Handling | Additional Fees | Estimated Arrival |
|---|---|---|---|
| Standard | $9.95 | n/a | Within 10 days |
| Three Day | $12.95 | $25 | 3 days |
| Next Day | $12.95 | $35 | 1 day |
| Saturday Delivery | $12.95 | $40 | Next available Saturday |
Does Family Tree DNA ship internationally?
Family Tree DNA does ship internationally except for where restricted by law. Shipping fees including customs and taxes may vary and are subject to frequent changes beyond the control of the company. Most international shipments will arrive in 1-2 weeks from the date they were ordered.
Which payment methods are accepted by Family Tree DNA?
Family Tree DNA accepts the following payment methods for customers in the US: