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