We encourage customers to provide their sample before the "Collect saliva by" date on the side of the collection tube. Our Customer Care Team may replace sample collections kits if the kits are lost, damaged, and/or expired. Please note customers may be subject to a replacement fee.
We are happy to offer a free replacement kit if one or more of the following criteria apply:
- The laboratory could not successfully analyze a first saliva sample, and we need a second saliva sample
- The kit is damaged or lost during shipment processes
- The kit is delivered to you with missing items(s), for example a missing tube
Replacement kits can only be shipped to the same shipping country as on the original order.
Contact Customer Care for help ordering a replacement kit or for more information about your kit.
Can I give a replacement kit to a different individual than noted on the order?
Yes, if you have purchased the 23andMe® service for someone who is unable or unwilling to provide a sample, you can give the unregistered collection tube to someone else. It is during the registration process that a collection tube is connected with a specific person. If the collection tube has been registered, please contact us from the registered email address and we will outline the available options.
Important: Replacement kits as a result of a sample failure are already assigned to a profile and cannot be transferred to another individual.
How can I request a replacement kit?
Contact the Customer Care Team. Be sure to provide the barcode on your current kit and your current shipping address. You may be asked to provide information about the original order before a replacement kit can be shipped.
When does my kit expire?
You can locate the "Collect saliva by" date on the side of your collection tube. We encourage customers to provide their sample before the date listed on the side of their collection tube.
Can the replacement kit be shipped to a different country [than on the original order]?
No, replacement kits can only be shipped to the same shipping country as on the original order.
Do I need to register my replacement kit?
If an unregistered kit is replaced, then the new kit will also be unregistered. The kit will need to be registered in order to receive the 23andMe service.
If a registered kit is replaced and was issued after June 23, 2020, the replacement barcode needs to be registered in order for the laboratory to process the sample. Note that replacement kits are associated with the same profile as the original kit, so the profile owner will need to sign into their account to register their replacement barcode. To register a replacement barcode, visit https://www.23andme.com/start and click “Sign in” at the bottom of the page.
If you are unsure whether or not the kit is registered, you can enter the barcode during the registration process. If you receive the message “This barcode has already been used”, then the kit has been registered, otherwise you will be prompted to complete registration.
You will receive a confirmation email after your replacement kit has been successfully registered and the timeline in your account will update to reflect the barcode of your replacement kit.
Note that if you try to register an assigned replacement kit to a different account, you will see the message below:
If your replacement kit was shipped before June 23, 2020, it is automatically registered to your profile and does not need to be registered. If you are unsure whether or not the kit is registered, you can sign into your account and enter the barcode during the registration process. If you receive the message “This barcode has already been used”, then the kit has been registered, otherwise you will be prompted to complete registration.
My sample failed analysis, how do I request a replacement kit?
Replacement kits issued due to a sample that failed analysis before June 23, 2020 will be automatically registered to the original profile. Replacement kits issued after June 23, 2020 require you to confirm the replacement kit’s barcode by visiting https://www.23andme.com/start and signing into your account.
Important: In the event of a second sample failure, you will be able to request a refund pursuant to our refund policy from within your account; a replacement kit will not be available as an option.