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SHIPPING: (Outbound - Standard, Expedited, Express) U.S: 3-6 business days, 2-3 business days, 1-2 business days Canada: 5-8 business days, - Not Avail - ,2-3 business days UK: 4-5 business days, - Not Avail - , 3-4 business days EU: 4-5 business days except Netherlands (4 bus days), - Not Avail - , 2-3 business days Row EU: 4-5 business days, - Not Avail - , 2-3 business days Row US: 20 business days, - Not Avail - , 12 business days

SHIPPING: (Inbound) ALL: 2-4 weeks (First sent to distribution center, then forwarded in bulk to lab via FedEx, except US)

ISSUING REPLACEMENT: (Outbound - Standard, Expedited, Express) U.S: 10 business days, 4 business days, 3 business days Canada: 10 business days, - Not Avail - , 4 business days U.K: 10 business days, - Not Avail - , 5 business days E.U: 10 business days, - Not Avail - , 6 business days Row EU: 12 business days, - Not Avail - , 6 business days Row US: 30 business days, - Not Avail - , 13 business days

MACRO: IN TRANSIT TO LAB

Our records show that your sample has not yet been received by our laboratory. Samples mailed from within the United States typically reach the lab within 2-4 weeks.

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

MACRO: LOST OUTBOUND

Our records show your order was shipped {{on DATE}}. If the order never reached you, it was likely lost in transit. In this case, I would be happy to send you a free replacement.

SEND FF AFTER THE CALL.

MACRO: LOST INBOUND

Our records show our laboratory has not received your sample kit. I apologize for the inconvenience and would be happy to offer you a free replacement kit.

To proceed, I will need to send you a follow-up email requesting your shipping address. Please reply to that email, and I will be happy to assist you further.

MEMBERSHIP: EXCEPTION

I understand your 23andMe+ Premium Membership renewed and you are requesting a refund. Per our refund policy, this annual membership is non-refundable. However, our team would be happy to make an exception as a one-time courtesy. Please note that your 23andMe+ Premium Membership will end once your refund is issued. You will lose access to the reports and features but you will still have access to the Health + Ancestry Service.

SEND FF AFTER CALL

MEMBERSHIP: POST-PURCHASE I recognize that you recently [[purchased a // renewed your]] {{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.

(RENEWAL: Please note that we sent a renewal reminder email to you 30 days in advance of your membership renewal date. It is important to be able to receive emails from 23andMe regarding your account. If you are not seeing this renewal reminder email in your inbox, your email provider may have sent it to your spam/junk folder. Please check your email account’s spam filters and add donotreply@23andme.com to your list of approved senders.})

PUSH BACK: I would like to reiterate that the {{23andMe+ Premium OR 23andMe+ Total Health}} Membership is non-refundable.

(RENEWAL: You were sent a renewal reminder email 30 days in advance of your membership renewal date.)