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There are instances where samples need to take additional steps to meet our quality standards. Additionally, some samples are processed quicker than others, if the sample was part of a batch that passed our quality standards quickly.}} If you have not received your results within our 3-4 week processing time, please contact us and we will investigate. {{If our laboratory isn't able to process your sample, we will offer you a free replacement kit.

POST-PURCHASED

-Thank you for contacting the 23andMe Team. I recognize that you recently [[purchased a // renewed your]] annual {{23andMe+ Premium OR 23andMe+ Total Health}} Membership, and you would like a refund for your payment.

The {{23andMe+ Premium OR 23andMe+ Total Health}} Membership is non-refundable, and we do not pro-rate memberships.

You will retain access to the reports and features included in this service until the end of your billing cycle.

Please note that we send a renewal reminder message to customers 15-30 days in advance of their membership renewal date.

It is important to be able to receive emails from 23andMe regarding your account. If you are not seeing these renewal reminder emails in your inbox, your email provider may have sent them to your spam/junk folder. Please check your email account’s spam filters and add donotreply@23andme.com to your list of approved senders.}}

Thank you for your reply. {{I am sorry to hear that you are having trouble canceling your {{23andMe+ Premium OR 23andMe+ Total Health}}.}} I have canceled the {{23andMe+ Premium OR 23andMe+ Total Health}} Membership for your profile on your behalf.

You will retain access to the reports and features included in this service until the end of your billing period. At the end of your billing cycle, you will lose access to the reports and features that were provided to you through the {{23andMe+ Premium OR 23andMe+ Total Health}} Membership. You will still have access to all of the reports and features included in the Health + Ancestry Service. You can see a full list of the reports you will continue to have access to here.

Thank you for contacting the 23andMe Team. The $125 upgrade fee is non-refundable and we cannot revoke access to the new reports that have been made available within your account.

I apologize if it was unclear what reports would be included with the upgrade. We provide a full list of upgrade reports on the purchase page, in the aim of helping customers make a well-informed purchase.

While I am unable to refund your upgrade fee, I would be happy to answer any questions you may have about the features within your 23andMe account.

DEMO PROFILE REQUEST

-Our records indicate that your account contains two profiles with the same name. One profile is an empty demo profile and the other profile contains your registered sample{{ and results}}. If you'd like, I can remove the demo profile from your account. If this is how you'd like to proceed, please let me know.

Please note that when a demo profile is hidden, this will break any existing sharing connections you have established with this profile. You can re-extend sharing invitations from the profile associated with your data

According to our records, your sample kit included a prepaid year of {{23andMe+ Premium OR 23andMe+ Total Health}} and requires activation. Keep in mind, we encourage customers to not mail in their sample until this step is completed.

When you sign into your 23andMe account, please follow the on-screen prompts and enter a valid payment method. This activation will enroll you in auto-renewal of the {{23andMe+ Premium OR 23andMe+ Total Health}} Membership. Since your first year of {{23andMe+ Premium OR 23andMe+ Total Health}} has already been paid, you will not be charged at the time of activation. You will receive an email notification when your membership renewal is approaching.

After you have completed the activation, you will be able to view your 23andMe reports.

(IN TRANSIT US)

-Our records show that your sample has not yet been received by our laboratory. This is not unusual as USPS handles 23andMe packages differently than other kinds of mail. Samples mailed from within the United States typically reach the lab within 2-4 weeks.

Keep in mind that it is not unusual for kits shipped on the same day to be received at the lab at different times.

There is typically a delay between the time a sample is marked as "delivered" on the tracking information and the time it is scanned as received by the lab. Occasionally, this delay can take up to 2 weeks. However, please keep in mind this delay time can vary. A kit is marked as received by our system when it is physically opened at the lab and the kit barcode is scanned - this process is referred to as accessioning.

You will receive an email and an update within your 23andMe account when our laboratory completes the accessioning process and scans your kit barcode.

ZD offline/ TC Approved