23andMe Phone Numbers and Emails

Customer Service:

  • (800) 239-5230

23andMe Emails:

Human Protections Administrator
Privacy Inquiries

23andMe Contact Information

23andMe Website:

23andMe Online Chat:

Corporate Office Address:

23andMe, Inc.
230 N Mathilda Ave
Sunnyvale, California 94086
United States
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23andMe Rating Based on 57 Reviews

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Summary of 23andMe Customer Service Calls

06:00 AVG CALL

Top Reasons of Customers Calls

Consumers Call the Most From

Why Do People Call 23andMe Customer Service?

Request for Information Question:

  • “Trying to find out if all my information went through”
  • “Need to speak with a rep”
  • “Question about my report”

Account Question:

  • “Cannot log in to my account”
  • “Unable to sign in through my email”
  • “Unable to change my password.”

Shipping and Delivery Question:

  • “How long does ot take to get the DNA test results. No confirmation tbat you rec'd it.”
  • “DNA results not arrived”
  • “Never received my kit”

Payments and Charges Question:

  • “Reimbursement”
  • “Got charged 4 times for the dna book”
  • “23 and me charge my card twice”

Return/ Replace Question:

  • “Replacement kit”
  • “Return cashier check”
  • “I tried to get a replacement kit but it didn’t go thru. Ur company told me there wasn’t enough spit and I needed to try again”

Product/ Service Question:

  • “I connected with my birth family after 70 years and am interested if you are interested in my family”
  • “Info on new book available”
  • “I want to know how your kit works”

Activation/ Cancellation Question:

  • “Cancel”
  • “Cancellation”

Refund Question:

  • “Refund”
  • “Refund expected”

Cards Question:

  • “Have credit card questions”

Other Question:

  • “I mailed my kit two weeks ago. Showing your still waiting for it.”
  • “Unsuccessful sign up”
  • “Family tree”


23andMe Return Policy
If The Client of 23andMe request a refund, www.23andme.com will refund the balance of the total purchase price after subtracting The Customer's shipping and handling charges. To receive a refund for an unused kit, The User of company services must notify The Company within thirty (30) days of placing The Client's order in 23andMe's online store that The Client of 23andMe request a refund and confirm that The Customer have not yet shipped The User's saliva sample to 23andMe's' laboratory. In the event that The Client have had two sample failures, The Company will refund the purchase price of The User's kit minus shipping and handling charges. For kits purchased at a conference or event, 23andMe will only refund the lab fee paid directly to 23andMe. In the case of kits purchased through an authorized retailer, please consult the retailer's refund policy to determine if The Client's kit is eligible to receive a refund. Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 21 business days of confirmation by 23andMe's' Customer Care team that the conditions of the refund have been met.
To read more: https://int.customercare.23andme.com/hc/en-us/articles/214810808
23andMe Terms of Service
To read more: https://www.23andme.com/en-int/about/tos/
23andMe Privacy Policy
To read more: https://www.23andme.com/en-int/privacy/
23andMe FAQ
To read more: https://int.customercare.23andme.com/hc/en-us/
Top 23andMe Services

Customer Care, Shipping Service

Top 23andMe Products

Dna Test Kit

23andMe Pros and Cons

Pros: Interesting reports, Good results, Genetic testing, Fair pricing, Prompt and concerned customer service

Cons: Customer service, Sucks, Product, Confusing website, Website clarity


23andMe specializes in personal genetics. The company was founded by Linda Avey and Paul Cusenza in April 2006. Its headquarters is based in Mountain View, California, USA. 23andMe offers genetic testing and medical research. Direct-to-consumer personal genome testing helps to get more information regarding ancestry and genetic make-up. The company provides the following genotyping products: Ancestry Edition, Complete Edition, and Health Edition. It also conducts medical researches. Customers can purchase ancestry related results and raw genetic data. 23andMe ships their products worldwide with standard and express methods. Refund is possible within 30 calendar days of the delivery date. Available payment options are Visa, MasterCard, American Express, and Discover. The company also accepts PayPal.

23andMe reviews and complaints

23andMe is ranked 23 out of 85 in Background and People Search category

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