Samples mailed from Canada typically reach the lab within 2-3 weeks. To track your kit's progress to the lab, use the return tracking link available on your profile homepage.
Your sample will first be returned to our distribution center in Concord, Ontario via Canada Post and then forwarded in bulk to our laboratory via FedEx. There may be a slight delay from the time your sample is received by the distribution center and when it is shipped to our laboratory. It is not uncommon for samples to be held at our distribution center for up to 1 week.
Delivered vs. Received
There is typically a delay between the time a sample is marked as "delivered" on the tracking information and the time it is scanned as “received” by the lab. Occasionally, this delay can take up to 2 weeks. A kit is marked as “received” by our system when it is physically opened at the lab and the kit barcode is scanned - this process is referred to as accessioning.
It is not unusual for kits shipped at the same time to be received at the lab at different times. You will receive an email when our laboratory completes the accessioning process and scans your kit barcode. The status of your sample will also update on your profile homepage.
Unregistered Samples
Depending on where your kit was originally purchased, there are different ways that unregistered samples are addressed:
For kits purchased directly through our online store:
If the laboratory receives a sample kit that has not yet been registered to an account, the kit barcode and registration instructions will be sent to the email address associated with the order.
For kits received as a gift:
If you received your kit as a gift and suspect that your sample was accidentally sent in before you registered it to your account, we first advise you to contact the purchaser to see if they have received this notification email.
Once you have your kit barcode, you can register your sample collection tube by visiting https://www.23andme.com/start.
For kits purchased through one of our authorized retailers:
Unregistered kits purchased from an authorized retailer are automatically invalidated upon arrival at the lab. This is because we are unable to determine whose sample is contained within each unregistered kit.
If you purchased your kit from one of our retailers but you accidentally mailed your kit before it was registered to your account, contact Customer Care.