COVID-19: Temporary Delays in Testing and Communications
by IDENTIGENE on 08/26/2020
Expect Some Delays in Testing and Communications due to COVID-19
FAIRFIELD, Ohio, August 26, 2020
Like many other businesses, DDC (the parent company of HomeDNA Paternity kit sold in stores) continues to work hard to manage and mitigate the impact of COVID-19. Please be advised we are doing our best to minimize disruptions, but you can nevertheless expect some delays.
Turnaround Time for Tests: To meet the high demand for testing while supporting our staff, there are currently delays in turnaround times – measured in days, not weeks. Be assured we understand how important your test is and are committed to delivering results as soon as possible. Once samples arrive at the lab, it may take several days before they go into testing, and we appreciate your patience. When testing begins, a notification email is sent to the address connected with the account.
Phone and Email: If you call DDC, phone wait-times may be longer than expected. We suggest you contact us before or after peak time of 11AM to 1PM Eastern to minimize hold time. Email replies may take up to 72 business hours.
During COVID, the DDC team continues to provide the quality of service you expect with results you can trust, and we thank you for understanding.
Follow us onFacebookandTwitter! If you have questions aboutpaternity testsor other DNA testing services, please contact our Client Support Center at 888-404-4363, Mon-Fri from 8:30 AM to 5:30 PM Eastern Time. Our friendly, expert representatives are ready and happy to help. Get answers anytime by visiting ourHelp Center.
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