Journey Genetic Testing 1-855-362-5224

Thank you for allowing us to help you on your journey to truth through DNA testing!

Your trust is important to us, and our staff looks forward to helping you get the answers you need, and deserve, through genetic relationship testing. We want to make this experience go as smooth as possible for you.

Here is what to expect next in the testing process. First, we want to let you know that your order has been received and is currently being processed.

The information below is included in our Terms of Service, which you indicated on your order form that you have read, understand and agreed to. If you would like to review these terms at any time, you may do so again by going to https://dna-paternity-testing.com/tc.

We strongly encourage you to add info@dna-paternity-testing.com and results@dna-paternity-testing.com to your email address book. This will help to make certain you receive any communication from us and help our emails not to go into your spam or junk folder. All communication about your case will be done through email for privacy reasons. If you believe you should have received an email from us, please check your spam or junk mail folder prior to reaching out.

Shipping Of Your DNA Collection Kit

If your testing kit was ordered before 3:00 PM (EST) on a regular business day, and your address is in the United States, in most cases it will be mailed to you via USPS Priority Mail the same day. If the kit was ordered after 3:00 PM (EST) it will be shipped to you the next business day. Orders that are placed on Friday after 3:00 PM (EST), Saturdays or Sundays, or on holidays, will usually be shipped the next business day. If your kit is being shipped to an address outside of the U.S.A., it will be shipped USPS First Class International.

You will be provided a tracking number for your kit by email from either stamps.com or USPSs.com. If you do not see this email in one business day after the kit is scheduled to ship to you, please check your junk or spam folder in case the email was routed there by your email provider. Please use this USPS tracking number to determine when your DNA collection kit will arrive.

If you chose the Make Your Own Kit (MYOK) option you will receive an email within 24 hours (during regular business hours) with your case number, instructions, and the address to return your samples to. MYOK emails are not immediately generated and are not processed until the order form is reviewed by a real person. If you do not see this email after the 24 hours, please check your spam/junk folder prior to submitting a support ticket.

Collection Of Your DNA Samples

Once you receive your kit, or MYOK email, we encourage you to complete the testing sooner rather than later. You have 90 days from the date of your order to return your samples for testing.

If you ordered and had the kit sent to a U.S.A. address, you will also receive a FedEx label with your samples. If you chose to use the MYOK option, the FedEx label will be attached to the email with your information. Please print this label to send your samples to the lab.

DNA collection kits for locations outside of the U.S.A., will include an insert with the address to return the samples to the lab for testing. We strongly recommend that you obtain a tracking number for your shipment when sending DNA samples to the lab.

When you return the samples using the FedEx label we provide, please record your tracking number. This will allow you to know when your sample has arrived.

Please note: Journey Genetic Testing has the responsibility to send your kit(s) to you at the address or addresses indicated on the order form, and to make certain testing is completed, and results are posted after all samples have arrived at the lab. The responsibility to make certain the DNA samples arrive at the lab is the responsibility of the person ordering the test.

Legal DNA Testing

If you ordered a test that requires a third-party collection, such as a legal paternity or family relationship test, you will be provided with an email with your appointment time and location, at an authorized collection center(s), from our testing laboratory’s database based on the zip code you provided. This information may take up to 2 business days to confirm the appointment and notify you.

It is important to keep the appointment or notify us by using a Support Ticket, no less than 24 hours before your appointment. You may complete a Support Ticket.

if you are unable to make it at the time we scheduled. If you do not arrive for your appointment and have not notified us at least 24 hours in advance, you will be subject to a rescheduling fee. It is also possible if you do not contact us, and do not show up for your appointment, that the authorized DNA collector may choose to not accept you for a future appointment, and a new appointment may have to be set at a location farther away.

Laboratory Processing of Your DNA Samples

You will receive email notification once all of the DNA samples being tested arrive at the lab. Our staff is unable to check the status of individual cases/samples to see if they have arrived as hundreds of samples arrive at the lab every day. Please do not call asking if your samples have arrived, as we will not be able to answer that question over the phone. Any questions concerning the case will be handled through email through our Support Ticket system.

Update emails are sent ONCE each day (Monday through Friday), by 8:00 PM PST, on the day the lab notifies us all samples have arrived for testing, and any required documentation has been completed. If you see your samples have arrived in the morning, you may not receive your notification email until later in the day.

Please remember that if samples are sent in from different locations, you will not be notified until ALL samples have arrived.

If you decide not to send a particular DNA sample to the lab for processing, we will need to be informed PRIOR to you returning the sample. This will help eliminate delays as the lab will hold the samples until notified that a sample is not arriving. An example of this is if you ordered a mother’s DNA sample to be included, however you choose not to send it for testing.

If the names of the samples do not match what has been listed on the order form this will cause a delay. If you choose to send someone else’s DNA for testing than you originally indicated, or want to add an additional person to the testing, please contact us before you send any DNA samples to the lab.

Testing begins the next business day after receiving all samples, in most cases. The usual processing time is 1 – 7 business days depending on the type of test you ordered. Standard processing time is not guaranteed for non-standard (anything other than a mouth swab) samples, as a viability test must be performed on the DNA sample prior to regular testing, although every effort will be made to complete the testing as quickly as possible.

DNA Test Results

Results will be released by 8:00 PM PST the day the lab Ph.D. reviews, verifies, and signs them.

The person ordering the test will be notified by e-mail will be emailed a PDF copy of the test results. If additional email notifications were requested on the order form, they will be emailed the results at the same time The results may be printed if a hard copy is desired.

If you requested a hard copy of the report to be mailed to you, they will generally be sent the next business day after your results are emailed.

Case Support

ALL communication regarding a current case, or order, must be made through our Support Ticket system. This allows us to attach your questions directly to your case file. We make every effort to answer all support tickets, in the order they are received, within 24 hours, during regular business hours (Monday through Friday, excluding holidays).

If you call to discuss the case, or have questions concerning a current or former case, you will be referred to the Customer Support page to complete a Support Ticket. Our privacy policy does not allow us to discuss active or closed cases over the phone.

If you submit a support ticket and do not see a response within 24 hours during our regular business hours, please check your spam/junk mail folder.

Remember: this policy is to ensure confidentiality and privacy concerning your case. We are unable to make exceptions to this policy.

Again, we thank you for allowing us to be a part of your journey to truth through DNA science and technology!