What payment methods does Helix accept?
Helix currently accepts all major credit cards: Visa, MasterCard, American Express, JCB, Discover, and Diners Club.
Does Helix ship to P.O. Boxes?
Yes, we provide normal shipping to P.O. boxes.
How do I cancel an order?
You can change or cancel an order by contacting our Customer Care team here. You will receive a refund less shipping and handling fees and a $25 cancellation fee if the refund request is submitted before you register the kit on our website and within 30 days of the purchase date. Once you register your kit, your purchase can no longer be returned and refunded.
I have an old Helix DNA collection kit at home, can I still use it?
We will only process kits received by our lab within 12 months of the order date. If you have a DNA collection kit that is older than this, contact us before you send it to our lab. We may need to send you another kit (for a small fee) to ensure your saliva sample can be processed and successfully analyzed.
How do I send back my saliva sample to Helix?
You can find all the instructions inside your DNA collection kit or on our getting started page at helix.com/start. Returning the kit after providing your saliva sample is easy: place the tube into the provided collection bag, and then put the collection bag (with the tube inside!) into pre-paid, yellow return box. Then, simply drop the box off at any USPS location or mailbox.
How do I track the shipment of my DNA collection kit?
You can check on the shipment status of your kit via the shipping tracking number you receive in an email from Helix within a couple of days from when you made the order. Once the shipment shows that your kit has reached our lab, please allow 4-6 weeks for the sample processing.
What should I do if I sent my sample to the lab before registering it?
Once your kit reaches the lab and is scanned in, if the kit hasn’t been registered yet, you will receive a reminder email to do so. To speed up your process, you can go to helix.com/start anytime and register your kit. Please note that if you received the DNA collection kit as a gift, the reminder email may go to the person who purchased the kit for you, so don’t be surprised if that person gets in touch.
Can I purchase Geno 2.0 Next Generation for someone else?
You certainly can! The easiest way to do so is to purchase the product yourself and then give the kit to the person you want to gift it to. The person you gift it to will register the DNA collection kit and provide their saliva sample so we can collect their DNA information. You can also choose to have the kit delivered to someone else’s address, but be sure to let them know it’s coming so they aren’t surprised when the kit shows up!
What do I do if I received Geno 2.0 Next Generation as a gift?
It’s easy! Just follow the simple instructions included in your DNA collection kit to register it, create your Helix account, and provide your saliva sample. After you send your sample to our lab for sequencing, you’ll get an email from National Geographic with a link to access your results.