When to request a replacement kit
You can request a replacement AncestryDNA kit if:
- A kit didn’t arrive
Within 14 business days (5 with expedited shipping) - A kit arrived damaged
- The registration code was lost before the kit was registered
- We didn’t receive your sample
Within 20 business days of being mailed - Your sample couldn’t be processed
If we don’t receive your sample, or if it can’t be processed, we’ll send you an email with next steps.
Requesting a replacement an AncestryDNA kit
If your kit didn’t arrive, arrived damaged, or can't be registered
If your kit didn't arrive or was damaged, contact us to request a replacement kit.
If you're having trouble registering your kit, try the steps in AncestryDNA Registration Troubleshooting. If the registration code is lost and the kit can’t be registered, contact us to request a replacement kit.
If your sample can’t be processed
If the lab can't process your sample, we'll send an email with a link to request a replacement kit.
To request your replacement kit:
- Open the email from Ancestry® and select Confirm your free kit.
- On your DNA homepage, select Request a Free Replacement Kit.
Don't see this? If you see an ad instead, sign in and try again. - Verify your shipping address and select Send DNA Kit to This Address.
Next steps
When a replacement AncestryDNA kit is provided, the original kit it replaces can no longer be used.
Once shipped, replacement AncestryDNA kits typically arrive within 10 business days* (or about 4 business days* with expedited shipping).
We’ll email you with updates about the replacement kit.
When your replacement kit arrives:
- Register the new kit
- Collect a saliva sample
- Mail the sample to Ancestry
In most cases, you’ll receive results within 6 weeks of the date we receive your sample.
Requesting a replacement for AncestryDNA kits purchased from other retailers
Replacement steps can vary for AncestryDNA kits purchased from retailers other than Ancestry.
To get the correct instructions, select the company you purchased the kit from:
Only authorized retailers are listed above. If your seller isn’t listed, contact that seller directly.
Frequently asked questions
Select a question below to view the answer. Select the question again to hide it.
Why don’t I see an option to request a replacement AncestryDNA kit?
If you received an email saying your sample couldn’t be processed but don’t see a replacement option on your DNA homepage, make sure you’re signed in to the correct Ancestry account. If needed, sign out and sign back in, then return to your DNA homepage.
If you need a replacement AncestryDNA kit due to loss or damage, contact us and let us know you need a replacement kit and whether the original kit was registered.
What if the replacement kit button doesn’t work?
If you see a button on your DNA homepage to request a replacement kit but it isn’t working, follow the steps in Fixing Page or Button Problems on Ancestry.
What if I sent in my sample but forgot to register the AncestryDNA kit?
As long as you have the registration code, you can register your kit at any time, even if you already mailed your sample. The registration code is printed on the tube and on the back of the instruction card included with your kit.
If you no longer have the registration code, contact us for a replacement kit.
How long does it take to receive a replacement AncestryDNA kit?
Replacement AncestryDNA kits usually arrive within 10 business days* for standard shipping, or about 4 business days* if your original order had expedited shipping.
What if my sample fails again and I don’t want to submit another one?
If you don’t want to submit another sample after a failure, contact us so we can review your options and discuss next steps.
*During busy times, like holidays, shipping and processing may take longer.
