Support/Before You Buy/Ordering and Shipping

Placing an order

23andMe
posted this on April 29, 2013 02:41 PM

December 2013 – Pending an FDA decision, 23andMe no longer offers new customers access to health reports. Customers who received their health information prior to November 22, 2013 will still be able to see their health reports, but those who purchased after that time will only receive their ancestry information as well as access to their uninterpreted raw data.

Orders can be placed on our website at https://www.23andme.com/store/ - we do not currently provide the option to order by phone or alternate payment type.

Pricing and Payment  |  Giving 23andMe as a Gift  |  Changing or Canceling an Order


Pricing and Payment

How much does the service cost and what does the price include?

The price of the Personal Genome Service is $99 plus shipping. The $99 price includes complete access to both health and ancestry information as described here.

Each individual who wants to participate in 23andMe needs his or her own collection kit.

Specific shipping and kit costs vary depending on the number of kits included in an order and the shipping method and destination chosen. For an accurate price estimate for your order, add the desired number of kits to your cart and click "Continue," then enter your shipping information on the subsequent store page and click "Continue" again. A total will be displayed on the payment page which you can review prior to entering your billing information:

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Note: As of December 2012, the price for the 23andMe service is $99. The $99 price is not a sale, nor is it a price guarantee. The price decrease is an important component of our effort to reach one million customers, and so we expect to retain the $99 price point for some time. However, we continue to evaluate optimal pricing strategies and may adjust pricing in the future.

What payment and purchase options are available?

Our online store accepts credit card payments using Visa, MasterCard, American Express, Discover, and Diners Club. We do not currently accept payments via Paypal, Bitcoin, or in the form of personal checks or money orders.

23andMe can only guarantee services and provide support for kits purchased directly through our website or through one of our authorized resellers. The resale of our kits online is prohibited, and kits purchased on any external website, such as Amazon, eBay, or craigslist, among others, may not be authentic or functional. To protect our customers and prevent privacy and billing issues, 23andMe routinely deactivates the barcode and genotyping chips 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.

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Giving 23andMe as a Gift

You have the option to give the service as a gift. Some details to note when placing your gift order:

- Order email address and phone number

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.

- Billing and shipping addresses

The online store offers the ability to enter independent billing and shipping addresses (one of each), so you have the option to send the kit(s) directly to the gift recipient if you wish. At this time, we do not offer gift-wrapping or gift messaging services, nor is there an option to enter multiple shipping addresses.

- Usage instructions

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. Note that each kit recipient 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 sold or 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.

Changing or Canceling 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 in which to do so via the link included at the bottom of the order confirmation page:

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If you have closed or navigated away from your order confirmation page, look for link that appears at the bottom of your order confirmation email:

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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.

 
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