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FAQ

Common Queries/Problems

Ordering

Delivery Information

Returns/Refunds

Account Management

How long will it take you to answer my email?

We endeavour to respond to any emails we have been sent within 24 hours. Due to the large volume of emails we receive on a daily basis, a response may sometimes take a little longer to come back to you but we do answer any emails we receive as soon as possible. Please rest assured that we read every single email we receive.

 

How do I know that you are a legitimate business?

Our business was established in 2002, we have formed a fantastic relationship with our customers and suppliers. We display our full address and contact details and you are welcome to email our Customer Service team with any questions you may have.

 

Why haven't I received my order confirmation/dispatch emails?

Whenever you place an order with us, a confirmation email is sent to you with details of the order you have made. As soon as your order is processed and dispatched, a second confirmation email is sent to you indicating that your order is now in its way to you. If you have not received these emails, it is possible they may have been caught in your spam mail folder. It is advisable to look through your spam mail and see if your confirmation emails have appeared there, as you can then make adjustments to ensure that they come through to you without issue in the future. It is also possible that there may have been some sort of error with your confirmation emails not reaching you, either because of server issues or problems in transit. If in doubt as to the status of your order, try logging in to your account and looking at your present order by clicking on 'View current/previous orders'.

 

How do I place an order?
 
We endeavour to make the ordering process as simple as possible for you. To order a product, you must first click on the item you are interested in purchasing and a page with information detailing the specifications of the product will be displayed, along with price and weight details. Click the 'Add To Cart' button to add the product to your shopping cart.

Much like shopping in a regular store, your shopping cart allows you to safely keep your items held waiting for you while you continue browsing for other products to add. Whenever you add an order to your cart you will be taken directly over to the cart, which will display a listing of the products you have chosen and a total price before any shipping costs have been added. You may also change the quantity of any item if you require more than one of anything in particular. You can access your shopping cart at any time by clicking on the 'View Cart' button, available in the 'Shopping Cart' box on the right-hand side of the website.

When you have finished adding all of the items you wish to buy to your shopping cart, you may click on the 'Secure Checkout' button to begin the submission of your order. You will be greeted with a page requiring your email address, contact and billing and delivery address details. Please ensure that you verify the information you supply in the relevant fields, and always check that the details you are submitting are correct. If you are a Registered Member you may specify a delivery address if it is different to the billing address. If you are a guest, you will only be able to have your goods shipped to the billing address. Click on continue to move on to the next stage, the 'Payment And Shipping Method' page.

The 'Payment And Shipping Method' page will allow you to specify both your chosen method of payment and the delivery service that will be used to deliver the product to you. You may select your desired payment type from our list of available payment options. When you have selected the details applicable to you, you are ready to move on to the 'Payment Details' page. It is here that you can enter details such as credit card information, PayPal account details etc. If you have chosen an alternative method of payment, you order will be classed as an 'Invoice Order'. A total amount including shipping will be shown, as well as a breakdown of the products you have ordered.

If you are absolutely sure that your order is correct and you have entered all your payment details correctly (if ordering with a credit card), click on 'Continue' to finish and submit your order to us. A final breakdown of products with a total cost including shipping will be displayed, and a confirmation email will be sent to you at the email address you specified when placing the order. If you have chosen any other method of payment other than a 'Credit/Debit Card' or an online payment provider please ensure that you note down the total cost of your order including shipping, as this will be important when you make your payment.

Your order will now be with us, ready to be processed!
What is my 'Shopping Cart' and how do I use it?

Think of your shopping cart as an online version of a real shopping cart that you would use whenever you go to the store to buy groceries. Just like a real shopping cart, you can add items, remove them and change the quantity of each item if you want more than one. To add an item to your shopping cart simply click on 'Add To Cart' and you will be taken immediately to your cart. Here you can make adjustments to any products you may have chosen, and can remove any that you added by mistake. You can then either checkout or continue shopping. If you want to access your shopping cart without adding a product, simply click on the 'View Cart' button available in the 'Shopping Cart' box.

 

What payment methods are available?

Unfortunately, we can only accept payments through Direct Bank transfer or cash through registered mail. You can send cash, although this method of payment isn't recommended due to possible theft or loss in the post, which we cannot be held responsible for. If you do choose to send cash, we would advise that you seal and secure the cash as discretely and securely as possible. We would also recommend that the cash is sent with insured postage.

Checks / money orders / postal orders /  are not accepted by 'DNA Genetics'.

Direct Bank Transfers allow payment to be made directly into our bank account. If you choose to, please send us a confirmation e-mail after your transaction has been made with the following information:

Order Reference Number
Date of Transfer
Amount of Transfer
Currency of Transfer


Our account details are as follows:

Payable to:             DNA Gifts B.V.
                        Sint Nicolaasstraat 41
                        1012 NJ Amsterdam
 
Account #:           0412.0900.66
 
BIC/IBAN:            NL57ABNA0412090066
 
Swift:               ABNANL2A 
 
Bank:                ABN AMRO   
 
Postbus 3935
1001 AS Amsterdam



You can send cash, although this method of payment isn't recommended due to possible theft or loss in the post, which we cannot be held responsible for. If you do choose to send cash, we would advise that you seal and secure the cash as discretely and securely as possible. We would also recommend that the cash is sent with insured postage.

 
 
CASH PAYMENTS:
 
DNA Genetics accepts Cash Payments on all orders. Customer must send cash by registered mail with tracking on your package. We advise that you conceal your package for security. Customers who send cash understand and agree that they are sending a cash payment at there own risk, DNA Genetics is not responsible for any lost or stolen payments. 
 
SEND CASH PAYMENTS TO:
 
DNA Gifts B.V.
Sint Nicolaasstraat 41
1012 NJ Amsterdam
Netherlands
 
DNA Genetics accepts Bank Transfer Payments on all orders. Customers must include the Order # in the description of the transfer to insure the completion of the order!
 
 
 
For Bank Transfers, you will need to place your order first. Then, using the details listed below, transfer your payment to us via your local bank. This will transfer money into our bank account, and is a safe way to purchase products if you do not own a Credit/Debit card but do have an existing bank account. When you have transferred the money successfully, please email us with some essential details: The order number of your order
The transaction reference number
The exact amount of money sent
The currency in which the money was sent
The date on which the transfer was made
When we receive these details we will locate your payment and process your order. To send us a bank transfer payment, please use the following details:

SEND BANK TRANSFER PAYMENTS TO:
 
Payable to:             DNA Gifts B.V.
                        Sint Nicolaasstraat 41
                        1012 NJ Amsterdam
 
Account #:           0412.0900.66
 
BIC/IBAN:            NL57ABNA0412090066
 
Swift:               ABNANL2A 
 
Bank:                ABN AMRO   
 
Postbus 3935
1001 AS Amsterdam
 
Can I make a payment in cash?
It is possible to send us a payment in cash, although we don't recommend it due to the possibility of your payment being stolen or lost in the post. We advise customers considering making a cash payment to purchase postal orders instead. This is a much safer way of sending us payment, and is readily available to anybody who doesn't have a bank account but still wants to order goods from our website.

If you are still interested in sending us a cash payment, all you need to do is place an invoice order with us and write down your total, including the shipping cost when you have submitted the order. Once you have this amount and you have received your confirmation email, write down the order number of your order and write it on a piece of paper. You can then send us this along with the cash payment.

Please ensure that you send the full amount needed to cover the total cost of your order, including shipping. If you are sending a cash payment in a currency other than GBP, please be sure to include the right amount in your currency needed to cover the cost of the order when we convert the money back to our own. For your protection, we strongly advise you to send any cash payments via an insured delivery method, ideally with a tracking service.


CASH PAYMENTS:
 
DNA Genetics accepts Cash Payments on all orders. Customer must send cash by registered mail with tracking on your package. We advise that you conceal your package for security. Customers who send cash understand and agree that they are sending a cash payment at there own risk, DNA Genetics is not responsible for any lost or stolen payments. 
 
SEND CASH PAYMENTS TO:
 
DNA Gifts B.V.
Sint Nicolaasstraat 41
1012 NJ Amsterdam
Netherlands
 
DNA Genetics accepts Bank Transfer Payments on all orders. Customers must include the Order # in the description of the transfer to insure the completion of the order!
 
How secure are my credit card details?
 

At no point do we see your card details and we do not have access to them. They are stored on a secure server and are encrypted for your protection.

 

Can I view the price of items in a different currency?
 

The currencies for now are in EUR & USD.

 

What will appear on my credit card statement?
 

Your credit card statement will display the name 'DNA Genetics'.

 

How do I know if you have received my order?
 

As soon as you place your order you will receive an order confirmation email at the email address you specified. This email will contain a summary of the products you ordered, the total cost and includes an order number which you can quote if you have any queries regarding the status of your order. You will receive a further email as soon as your order has been dispatched, indicating the order is now on its way to you.

 

How long will it take to process my order?
 

The length of time an order takes to be processed is dependant on how your details pass through our system. Whenever a customer places a Credit/Debit card the information is rigorously checked to ensure maximum security and prevent potential fraud. Your bank will may require security checks to validate your purchase. If all of the details are correctly matched and verified, your order will be processed as soon as possible. If there are any issues, a member of staff may be required to look into the situation and may contact you to verify some details. If you have placed an order with us and are paying by Postal Order, Money Order or Bank Transfer, your order can only be processed when we receive payment. Money and Postal Orders will be cashed as soon as possible and the order will be sent the same day as we receive payment in this way. Please be sure to include your order number with your payment so that we can locate your order and have it ready for dispatch. Bank Transfers will be located based on the information you send us and we will then process your order and dispatch your package as soon as possible.

 

Can I cancel my order?
 

Providing you contact us before your order is dispatched and ideally as soon as possible after making the order, you should be able to cancel your order without a problem. To do this, email or phone us with your order number to hand. If the order is still being processed, we will cancel the order for you. If it has already been dispatched there is nothing we can do. You may refer to our returns policy for the next stage.

 

I think I may have been charged too much for my order. Why is this?
 

If you think you may have been charged more than you expected, it is more than likely because we take all of our payments in GBP. This means that, in most cases, the amount specified on your bank statement is correct but is simply in your own currency, not currency. For this reason, we ask that all our overseas customs please convert the amount showing on their bank statement into GBP and see if the amount is correct. If it is not correct and you still feel there is an issue, please contact us and we will be happy to look into the matter further.

 

What delivery methods are available?
 

DNAGenetics.com has a range of shipping methods to suit both our national and international customers. These vary in cost and delivery time. We advise customers to take a look at our Shipping Information page, this page contains a breakdown of our shipping methods and how long each will take to deliver the product to you.

 

How long will it take to receive my order?
 

The time it takes for our customers to receive an order depends entirely on the locale, the shipping method chosen and the date the order was made. We advise customers to take a look at our Shipping Information page, this contains a breakdown of our shipping methods and how long each will take to deliver the product to you.

Please be aware that the stated delivery times, although often accurate, do vary depending on delays within the postal system. Any delays that occur during transit are entirely down to the postal service in charge of delivering the parcel.

 

My order has not arrived, what should I do?
 

If your order is slightly delayed, you can email us for assistance at info@dnagenetics.com, however, to save time you may want to check our delivery guidelines as follows:

Standard International Airmail

Depending upon your destination, orders can take anywhere between 4 and 10 working days for delivery. The UK and Europe is generally 4-6 working days.

Express International Courier

Express international courier will take 2-4 working days once it has been dispatched. There will be times delivery may be outside of this timeframe, in particular for destinations outside of main city areas.

 

Can I track my package?

Yes, you can track your package depending on the delivery method chosen. The tracking number will be sent in a confirmation email as soon as your order is dispatched and on its way to you. If you have chosen a delivery method that does not feature tracking, this will not be available.

If, for some reason, you did not receive a confirmation email when your order is dispatched but would still like to track your parcel, simply email us with your order number and a member of staff will supply you with the tracking number.

 

How is my order packaged?
 

All of our orders are sent in discreet packaging; typically plain envelopes or brown boxes. There is no reference to the website featured on the package, and the label will display a delivery address only.

 

I think my package is lost, what can I do?
 

Compensation is available on most delivery methods, with the exception of Standard International Mail. If you feel that your package has been lost in the postal system, please contact us and one of our customer support advisors will help you work with the courier that was transporting your package to deal with the matter further.

 

Can I return an item that I am not satisfied with for a refund/exchange?
 

We will not accept returns of seeds (only t-shirts)

What can I do if I have received a faulty/damaged product?
 

In the highly unlikely event that an item sent to you is found to be faulty, you may send it back to us. Once we have checked the item for it's fault, will will send you a replacement and refund the cost of sending the item back to us. Refunds are done at the managers discretion. We will not accept extra charges for other courier services or guaranteed next day services. Overseas, items should only be sent back using your country's national postal service. We recommend using an insured delivery method, however, we will not accept extra charges for Fed Ex or other overnight courier services.

Please make sure that you have clearly read any instructions that have come with the product, or may be displayed on our website and made sure that you have inserted the batteries correctly, if required. Products found not to be faulty when they come back to us will be sent back to you at your cost. Please note that our return policy also applies.

 

Can I exchange the item I have received for something else?
 

We will not accept returns of seeds (only t-shirts)

 

I can't login to my account, what do I do?
 

The first suggestion would be for you to delete your browser cookies and cache. We find that this resolves 99% of login problems instantly.
In Internet Explorer, you would simply need to click on 'Tools > Internet Options' and on the window that appears, click on the 'Delete Cookies' button to delete the cookies from your computer and 'Delete Files' to clear the browser's cache. Now when you try and log in, everything should work fine.

If you're still having problems, please email us for our assistance and we will look into this further.

 

What are the benefits of registering an account?
 

By becoming a member you will be able to save your shopping carts, track orders, create wish-lists, submit product reviews, have little email reminders tell you when an item comes back into stock and all manner of other handy features designed to make your visit to DNAGenetics.com easier, faster and just altogether more enjoyable.

The member reward scheme is designed to reward loyal customers and members who are actively involved in the community. Reward points are earned by shopping with us, reviewing products and referring customers to our shop.

Redeem your membership reward points to get discounts on your DNAGenetics.com orders. There are no limits on how many points you can redeem and your points do not expire

 

What can I do if I forget my password?
 
If you have forgotten your password and need to retrieve it, simply click on the 'Forgot your password?' link in the 'Member Login' box. This will display a page with a box in which you need to enter the email address you registered your account with. Once this is done, click on the 'Reset Password' button and an email containing your new password and an activation link will be sent to you. When you receive this email, click on the activation link to activate your new password. You can then log back into your account and change your password to something more memorable by looking in the 'Change your account details' section of your account.
Can I change my personal details?
 

You can change some of your account details at any time. To do so, log in to your account and click on 'Change account details'. Here you can specify a new email address, change name and country details, and select whether or not you want to be included on the DNAGenetics.com Mailing List. You can also turn off or turn on newsletter delivery, and can also alter your username and password combination.

 

Can I change my newsletter subscription settings?
 

Yes and you can do this by logging into your account and clicking on 'Change my account details'. This page allows you to change a number of details on your account. Look for the two boxes describing the bi-weekly Newsletter and the Mailing List. Simply select or deselect the two options depending on what you want or do not want.

 

Can I track my order status via my account?
 

Yes, you can check on the status of your order or orders by logging in to your account and clicking on the 'View current/previous orders' link. You will then see a page entitled 'Order History', and a listing of your present and past orders with their status is displayed. You can click on the order number of any particular order listed to see a listing of the products you ordered.

 

Can I view a history of my orders?
 
To a view a history of your past orders, log in to your account and click on 'View current/previous orders'. This will display a history of your orders. By clicking on the order number, you can view detailed information about the products you ordered at the time and can also see their status
 
 
CASH PAYMENTS:
 
DNA Genetics accepts Cash Payments on all orders. Customer must send cash by registered mail with tracking on your package. We advise that you conceal your package for security. Customers who send cash understand and agree that they are sending a cash payment at there own risk, DNA Genetics is not responsible for any lost or stolen payments. 
 
SEND CASH PAYMENTS TO:
 
DNA Genetics B.V.
Sint Nicolaasstraat 41
1012 NJ Amsterdam
Netherlands
 
DNA Genetics accepts Bank Transfer Payments on all orders. Customers must include the Order # in the description of the transfer to insure the completion of the order!