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FAQ

Frequently Asked Questions

If your question is not listed, please email [email protected]

Yes you can give the DNA Collection Kit as a gift, but remember that the person who is having their DNA analysed must be the one activates the DNA Collection Kit. Activation details can be found on the Instructions booklet.

Yes, our DNA Reports are designed to provide you with insights into your health, well-being and fitness. You will receive not only your DNA results, but also an explanation of what it means and recommendations of how you can get the most out of your genetics.

All DNAPACK services are suitable for any gender and our DNA test is the same for both men and women.

We accept Visa, Mastercard and American Express payments from customers worldwide.

Your DNA Collection Kit will be dispatched to you following confirmation of your order. Please allow 7 – 10 business days for delivery.

Please follow the steps on the Instructions booklet which is located inside the DNA Collection Kit package.

The technologies used for our DNA test are 99.9 per cent accurate. Our customers’ genetic data is analysed using DNA microarray technology from Illumina, a world leader in the field of in vitro diagnostics in a certified EU laboratory facility, accredited with ISO 15189.

There are no major restrictions or conditions preventing you from taking the test.

Do not collect your saliva right after you wake up, and until 30 minutes after you eat, drink, chew gum, smoke or kiss.

Remember to read the instructions carefully.

Currently on average results will take 4-6 weeks to process once samples have been received. We will send you an email as soon as your results are ready to explore.

Please note processing times may vary due to high volume.

You will be notified when your results are ready. Your DNA Reports will be added to your account and they will be available for you to view at any given time.

Your personal account is created when your results are ready to view. You will be emailed your account username and password.

After your DNA has been tested, any remaining sample is destroyed.

If your DNA Collection Kit is damaged or lost during shipping, please contact us to discuss a replacement kit at [email protected].

If you notify us within 28 days that you no longer wish to use your kit, and we have not yet sent your samples to our laboratory, we will refund your order minus a £25 administration cost.

Refunds will be issued to the same credit card(s) used for the purchase and will be processed within 21 business days of confirmation by our Customer Care team. Refunds will be made in the currency in which the order was paid.

If you have any questions about our return policy or would like a refund, please contact us at [email protected].

Yes. You own your data and you choose what to do with it. You can download your raw data at any given time from your account.

Your data is never shared with any other company or agency.

DNAPACK is committed to keeping the trust you place in us. To prevent prohibited access or disclosure, to maintain information accuracy, and to ensure using the information appropriately, DNAPACK uses many physical, technical, and administrative measures to keep your Personal Information safe. In particular, all connections to our website are encrypted using Secure Socket Layer (SSL) technology. All our production machines (including databases) are behind VPC and can only be accessed via a secure VPN network. For added security, our databases are inside a private subnet (within the VPC) making it impossible to perform any brute force attack on the machines directly. There are many more security protocols that we follow and we are HIPAA compliant. If you have any questions at all about data protection and security, we are delighted to talk to you about the measures we take.

Please understand that protecting your personal information is also your responsibility. We ask for you to be responsible for keeping your password secure, as well as other authentication information that you use to access the DNAPACK Services. You should not share your authentication information with any third parties and you should inform DNAPACK immediately of any prohibited use of your password. DNAPACK cannot keep the personal information that you release safe.

DNAPACK will hold your personal information until such time that you close your Account with us, at this point, all data will be permanently deleted. 

Customer Support - Email: [email protected]

Copyright 2019 © DNAPACK - All rights reserved. Our DNA Testing is for scientific, educational and nutritional information only and is not intended to be a substitute for professional medical or clinical advice. If you have a question about a medical issue, please see your doctor.

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