Orders can be placed on our online store - we do not currently provide the option to order by phone. Each individual who wants to participate in the 23andMe Personal Genome Service® needs his or her own saliva collection kit.
Pricing and Payment
How much does the service cost and what does the price include?
The price of the Personal Genome Service and shipping costs vary by country and the number of kits in your order. For a price estimate for your order, add the desired number of kits to your cart and enter your shipping details on the first pages of our online store. A total will be displayed on the payment page which you can review prior to entering your billing information:
What payment and purchase options are available?
Our online store accepts payments by Visa, MasterCard, American Express, and PayPal. We do not currently accept payments via other online payment sites, or in the form of personal checks or money orders. The entire amount of your purchase must be covered by a single payment option.
23andMe can only guarantee services and provide support for kits purchased directly through our website or through one of our authorized resellers. The unauthorized resale of our kits is prohibited, and kits purchased on external resale websites, such as eBay or craigslist may not be authentic or functional. To protect our customers and prevent privacy and billing issues, 23andMe routinely deactivates the barcode for kits that are attempted to be resold by unauthorized resellers.
Can I add multiple shipping addresses to one order?
Only one shipping address can be entered per order. Orders with multiple kits included will all ship to a single address. If you would like to ship kits to separate addresses, you will need to place multiple orders. You do have the option to ship to an address other than your billing address.
Changing or Cancelling an Order
After an order is placed, it is not possible to update order details such as the number of kits or the shipping information; if your order has not yet been fulfilled, you can cancel your order from the link that appears on the order confirmation page and then place a new order. We are also unable to combine shipments from multiple orders.
If you need to cancel an order, you have 60 minutes to do so from the time you place your order via the link included on the order confirmation page:
If you have closed or navigated away from your order confirmation page, look for the link that appears at the bottom of your order confirmation email:
Once the order cancellation window has closed, you will no longer see the "Cancel Order" link on the order confirmation page. You can refer to our refund policy for more details about receiving a refund if you have changed your mind about participating in our services.
Giving 23andMe as a Gift
You have the option to give the 23andMe Personal Genome Service as a gift. The following details are important to remember when placing your gift order:
The 23andMe saliva collection kit must be used and returned from the same country to which the kit was originally shipped by 23andMe. Kits transported or used outside of the country to which it was originally shipped by 23andMe will be invalidated without refund.
The 23andMe online store offers the ability to enter separate billing and shipping addresses; if the recipient lives in a different country, you will need to list the recipient's address as the shipping address for the order.
The order confirmation email is sent to the address you provide during the order process, and the phone number is used to contact you in case of shipping problems. Many gift givers choose to enter their own contact information rather than the recipient information if they want the arrival of the kit to be a surprise.
Instructions regarding the sample collection process and 23andMe account creation will be included in the kit. Return shipping is prepaid, and shipping instructions and materials are also included with the kit. The recipient of each kit will need to submit his or her saliva sample within 12 months of your purchase date, regardless of when the kit is gifted. Any samples received after 12 months will not be processed by the lab.
Saliva collection kits may not be resold, but a kit can be registered by an individual other than the person for whom it was purchased. If the gift recipient does not want to participate, you may request a refund within 30 days per our refund policy, or you can have another individual use the kit.