Return with FedExUpdated 2 months ago

General Guidelines for All Customers

• Return from the same country/region where your kit was delivered.

• Activate your kit in the CircleDNA mobile app before returning your sample.

• Once sealed and mixed with the stabilizer, your DNA sample can be stored for up to 3 months at temperatures ranging from -20ºC to 50ºC (-4ºF to 122ºF)—but we recommend shipping it as soon as possible.

• CircleDNA does not assume responsibility for any charges incurred if a return shipment is independently arranged through a courier of your choice without prior approval or authorization from the CircleDNA team. Refunds for such expenses will not be provided.

• For orders of fewer than four kits, only one set of return documents will be provided. To request additional return materials, email us at [email protected].

Special Notes by Country

Singapore

• Due to limited FedEx branch access, we recommend using Option B – Schedule a Pickup.
• Please avoid using Singapore Post or alternative couriers, as they may result in lost or untrackable packages.

Malaysia

• We highly recommend scheduling a FedEx pickup (Option B).
• If you prefer drop-off (Option A), visit an authorized FedEx ShipCenter. Please note that MBE (Mail Boxes Etc) is currently experiencing issues with our return shipments, so we kindly ask that you use other ship centers. 
• CircleDNA is not responsible for packages dropped off at unauthorized locations.

India

• FedEx air waybills in India are valid for 7 days from the date of issue.
• Please check the date and return your sample before the expiry.
• Need a new airway bill? Email [email protected], and we’ll help arrange a replacement and pickup.

1. How to Return Your Sample

You have two return options:

Option A: Drop-Off at a FedEx Location

• Go to FedEx.com

• Select “Drop labeled package at staffed location”

• Drop off your package at any FedEx Authorized location

• If FedEx requests a Control Number (RPI), please email us at [email protected]

Option B: Schedule a FedEx Pickup

If you have a Computer-Generated Air Waybill (Version 1):

1. Call your local FedEx hotline

2. Press “0” to speak with a representative

3. Provide the following details:

   • Tracking number (12-digit code on your airway bill)

   • Shipment type: Global return

   • Recipient: As listed in the return documents

   • Payment: Paid by receiver

   • Packaging: FedEx Pak

   • Weight: 0.5kg

   • Contents: Plastic swab in plastic tube

   • Value: USD $1

4. If a Control Number (RPI) is needed, email [email protected]

If you have a Manual Print Air Waybill (Version 2):

1. Fill in ALL sender details (Part 1)

2. Email [email protected] with:

   • A photo of the completed air waybill (showing the 12-digit tracking number)

   • Your name, contact number, full address, email, and preferred pickup time

We’ll issue a Control Number and confirm your pickup details.

2. What Happens After You Send It

• Track your sample using your 12-digit FedEx tracking number at FedEx.com

• Once your sample arrives, registration takes up to 3 business days

• Your Circle app will update once registration is complete

• DNA analysis takes approximately 18 business days

• You can follow your sample’s status directly in the Circle mobile app

3. What’s Included in Your Prepaid Return Kit

Each CircleDNA return package includes:

• FedEx Shipping Pouch x1
  

• Prepaid Air Waybill (3-page or 3-in-1 version) or Manual print AWB (3-in-1) 
  

• 

• Commercial Invoice x1
  

These documents are placed inside a transparent pouch attached to your shipping pack.
Do not discard any of these items, as missing documentation can delay or prevent sample return.

4. How to Prepare Your Sample for Return

1. Ensure your kit is activated via the CircleDNA app

2. Place your sealed sample tube into the specimen bag

3. Insert the specimen bag into the white DNA Collection Kit box

4. Place the box inside the FedEx shipping pouch

   • Don't need to include the black or colored outer box

5. If using a Manual Air Waybill, fill in the sender’s details and return it to the pouch

You may return multiple kits (up to four) in one envelope using the same return materials.

Need Help?

If you're unsure which return option applies to you or need assistance, contact us at [email protected]. We’re here to support you every step of the way!