L5: Shipping

2 types of shipping: Outbound & Inbound Note: Tracking details are not available for order mailed with PostNL

Outbound - to customer

• shipment of kit from warehouse to customer

Inbound - to 23&me (going to lab.)

Return(Inbound) Shipping

• Return tracking info is visible to customer's 23&me account homepage

SHIPPING OPTIONS

• standard and express outbound shipping options (ALL 5 REGIONS)
• US has expedited outbound shipping option
• Canada, UK, EU and ROW ship EU have a 2-step deliver

Territory shipping

• Puerto rico, Guam, N. Mariana Island, American Samoa and US Virgin Islands
• Same shipping cost and methods as normal US orders

Military Addresses

• We ship US product to valid APO/FPO military addresses in international loc. APO/FPO Address (MACRO)

3 distribution centers ALOM

• Fremont, CA and Indianapolis , IN

Think Logistics

• Canada

Movianto

• Located in Oss, Netherlands
• UK and EU

COMMON Qs (and macro) When will my order get there? Macro: In Transit to customer

I think my order is lost. Macro: Lost Outbound

My kit has nit been delivered to the lab Macro: Lost inbound

NOTE: In selecting macro make sure that the region is correct.

• Automatic once the kit is replaced, the original kit will be invalided in Admin 2
• When processing a replacement kit always ask the address of the customer

CARTON DELAYS

• distribution center delay

CLEARANCE DELAYS

• custom delay

REPLACEMENT SHIPPING MATERIALS REQUEST

• US and ROW -> replacement in shipping material OR full replacement
• CA/UK/EU -> full replacement
  • If customer would like to replacement shipping materials, escalate to Tier 2

QUARANTINED SAMPLES

• Customer places an order to shipment to counter and USES/RETURN the sample from a different country

*The customer has 1 year validity in sending the sample

Quarantine sample: Amazon

• cx are not eligible to receive a replacement kit
• we need to request the Amazon invoice and provide a refund

Quarantine sample: Shippable countries

• Cx are eligible to receive a replacement kit
• we can provide a full refund if the cx decline the replacement or free kit link

Quarantine sample: Shippable countries

• non-replacement kit
• we can only refund

Restricted Countries (Quarantine samples)

• sample was sent to the lab from different country than the originally shipment country the kit will be quarantined
• if nakalusot, escalate to Tier 1 Advanced Ops

*USPS and FedEx are the courier used in Standard and Express shipping