Journey Genetic Testing is a leader in direct to consumer paternity, sibling, grandparent, and identical twin DNA testing. 855-362-5224

We appreciate your trust in allowing us to help you get the answers you need through DNA testing.

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 communication from us and that our emails do not 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. Step-by-step instructions on how to white list an email address can be found by searching using your favorite Internet search engine.

If you have completed your payment, here is what you can expect next:

1. If your testing kit was ordered before 3:00 PM (EST) on a regular business day, in most cases it will be mailed to you via 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 be shipped the next business day. You will be provided a tracking number for your kit by email from either stamps.com or usps.com. If you do not see this email in one business day after the kit is scheduled to ship to you, please check you junk or spam folder.  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 live person. If you do not see this email after the 24 hours, please check your spam/junk folder prior to submitting a support ticket.

2. Once you receive your kit we encourage you to complete the testing sooner rather than later. You have up to 90 from the date of your order to return your samples for testing.

3. You will receive email notification once all of the DNA samples being tested arrive at the lab. Please record the tracking number from the carrier you return your samples to has issued you. You will not receive an email notification until all samples have arrived.  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 a day, by 8:00 PM PST, 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 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. We strongly suggest you record the tracking number of your return mailer to determine if the samples sent have arrived. Journey does not record the tracking numbers on the return mailers. Please remember that if samples are sent in from different locations, you will not be notified until ALL samples have arrived.

4. Testing begins the next business day after receiving all samples, in most cases. The usual processing time is 1 – 5 business days depending on the type of test you ordered. Results will be released the next business day by 8:00 PM PST once testing has begun. 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.

5. The person ordering the test will be notified by e-mail when all samples arrive as well as emailed a PDF copy of the test results. These results may be printed if a hard copy is desired.

6. 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 according the shipping zip code you provided.  This information may take up to 2 business days to confirm the appointment and notify you.

7. ALL communication regarding a current case or order must be made through our support ticket system. This allows us to attached your questions directly to your case file. We will 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 the 24 hours please check your spam/junk mail folder. You may access the Customer Support page by clicking CUSTOMER SUPPORT.

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

We thank you for allowing us to be a part of your journey to truth through DNA science and technology.

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