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 on Facebook and Twitter! If you have questions about paternity tests or 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 our Help Center.
GEORGE says
I AM TRYING TO ENTER KIT BARCODE NUMBER AND IT KEEPS TELLING ME INVALID BAR CODE
HomeDNA Paternity says
Hi, George. Please contact us at 888-404-4363 so we can assist you.
Kendra says
I’ve tried contacting your number and it’s 2:40 CST on Friday and you are not answering your phones.
HomeDNA Paternity says
Hi, Kendra. We were closed September 4 – 7 for the Labor Day Weekend.
Desmond says
It’s been about 12 days since I sent my test out no answer or anything from you guys it’s important i know my results
HomeDNA Paternity says
Hi, Desmond. We understand how important this test is and how difficult it is to wait. Just so you know, it’s been taking about 10 business days for USPS to deliver samples to us during COVID. I’m sure you’ll hear from us soon!
Alesha says
I was told on Thursday 09/10/2020 that my results would be finished by 6 on 09/15/2020 because they were expedited. I still have not heard anything and I have called the phone number 15 times this morning and it will not go through or it hangs up. My samples were received 08/25/2020 and still nothing. I have sent 3 emails to the contact email address and no one has replied to me at all. This is crazy!!!
HomeDNA Paternity says
Hi, Alesha. Unfortunately, you tried calling on a day when our systems were down due to an area outage. It was announced on our website and social media, but you probably didn’t see them. I’m so sorry! Your results were posted earlier this week. I’ve asked customer service to contact you today. Again, I apologize that you weren’t able to get through.
Ashly says
The test you guys received it today at the lab and I’m trying to find out how long will it take before I get the results ?
HomeDNA Paternity says
Hi, Ashly. An email with a due date for results was sent to you on 9/21 at 5 PM Eastern. Thanks for testing with us!
Cathy says
Hello, I was checking on results, I got an Email saying I should have results on 9/9/2020, but I still haven’t received another other email, I’ve called and email and still haven’t heard anything, Thanks guys
HomeDNA Paternity says
Hi, Cathy. An email was sent to your address on 9/9/20 and your report has been ready to view since then. Have you tried signing in to view your report? If you need assistance, feel free to contact us privately via Messenger on our Facebook page: https://www.facebook.com/HomeDNAPaternity