Return with FedEx

Important Notice: 

1. You must return your sample from the same country where your purchase was delivered to enjoy the complimentary return service.
2. Please make sure to activate your sample for your CircleDNA Account prior to returning it.
3. Please do not throw away any of your return materials, as removing the documentation could cause a delay or failure of your sample return. 
4. Please make sure the barcode is well labelled on the test tube.
5. For our customers from Indonesia, Malaysia and Qatar, please reach out to us for an RPI (Remote Pickup Inquiry) number for the sample return process. 
   

FedEx sample pickup scheduling hotline:

• Australia: 13.26.10
• US and Canada: 1.800.463.3339

Each CircleDNA collection kit comes with a set of prepaid shipping materials. Your DNA sample is stable at a wide range of temperatures once it is mixed with our stabilisation buffer liquid in your collection tube, but we encourage you to ship your collected sample to us at your earliest convenience.

1. Understanding Your Prepaid Shipping Materials

You will receive one set of the following return shipping items for each test kit in your Circle order, including:

• 1 X FedEx Shipping Pouch
  
• 1 X Prepaid Return Shipping Air Waybill ( 3 pages for the computer-generated version and 3-in-1 for the Manual Print version
• 1 X Commercial Invoice
  (*All documents will be placed inside a transparent cover on top of the FedEx Shipping Pouch.)
  

Please DO NOT throw away any of these items, as removing the documentation could delay or prevent your sample from returning to our laboratory. 

FedEx Shipping Pouch
Prepaid Return Shipping Air Waybill  (You may receive either version 1 or 2:) Version 1: Computer-generated AWB (3 pages) OR Version 2: Manual print AWB (3-in-1) *Please fill in ALL sender's information (i.e. part 1) on the air waybill before returning your sample.	x3   OR x1
Commercial Invoice

2. Preparing Your Sample For Shipment

Before preparing your sample for return, please ensure that you have activated your kit using the CircleDNA mobile app.

1. After you have collected your sample, seal it in the specimen bag and place the return box into the FedEx Pak shipping pouch. 
2. Please only return the white "DNA Collection Kit" box and you do not have to return the black/colored outer box.
3. (If you have the Manual Print Prepaid Return Shipping Air Waybill)
   Take out the Air Waybill from the transparent cover, fill in ALL sender's information (i.e. part 1), then place it back in the original stowage. 
4. Do not remove the return shipping air waybill and commercial invoice provided in the FedEx plastic shipping pouch.
5. If you have more than 1 Circle Kit in the same order, you may return all samples with the same provided return materials.
6. Please contact us at [e-mail] if you require additional return materials.
7. We recommend that you arrange for return of your sample at your earliest convenience. 
   
   

3. Returning Your Sample

You may choose to return your sample in one of two ways:

• A) Drop off directly at your local FedEx branch; or,
• B) Schedule a pick-up with FedEx

Option A) How to Drop-off at your Local FedEx Branch

Please select "Drop labeled package at staffed location" on FedEx webpage.

Click here for more information. 

Additionally, you may return the sample from the local FedEx Authorised drop-off point.

Please email us at [e-mail] if FedEx requires a Control number.

Option B) How to schedule a Pick-up with FedEx

If you have the Version 1 Computer-generated Air Waybill:

Please follow the instructions below to schedule a FedEx courier pickup to return your sample to Circle:

1. Call your local FedEx hotline (here) (Note: FedEx service may operate on your local holiday schedule. Click here for more information)
2. Press "0" to speak directly with a FedEx customer service representative
3. Arrange for a courier pickup.
4. FedEx may request the following information below
   
   

FedEx Tracking Number	The 12-digit return shipping tracking number may be found on your return shipping waybill (sample below)
Shipment type	Global return shipment
Recipient	*Please refer to the return documents*
Payment	Paid by receiver
Number of packages	Number of samples you are returning
Type of Packaging	FedEx Pak
Weight	0.5kg
Contents	Plastic Swab in Plastic Tube
Value	USD$1

     
    5. Please email us at [e-mail] if FedEx requires a control number 

If you have the Version 2 Manual Print Air Waybill:

1. Ensure you have filled in ALL sender's information (i.e. part 1).
2. Contact Customer Service via email at [e-mail].
3. Attach a picture of your completed return shipping air waybill with a clear 12-digit return shipping tracking number displayed. (*Sample below: 8177 3200 XXXX)
   
   
4. Please include the below details in your email:
   • Sender's Name
   • Contact Number (with country code)
   • Sender's Address (with postal code)
   • Available Pickup Date and Time
5. A control number will be generated afterwards and be sent to you with further return instructions via email.

Lastly, please remember to keep your 12-digit tracking number to track your shipment progress.

4. What Happens Next 

To track your sample, simply input your 12-digit tracking number at FedEx.com, and you will be able to receive the most updated status of your shipment to our lab.

Once your sample reaches our laboratory, you can receive the latest status of your sample. It takes up to 3 business days for the sample to be registered. An update will be shown on the Circle mobile app once registration is complete.

It may take up to 18 business days to analyze your DNA and generate your personalized Circle results for you.

You can find up-to-date information about your sample during our lab processing procedure, by checking directly in your Circle mobile App. 

Note: 

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.

• Please see the following sites, if you are: 
  • Returning from Hong Kong
  • Returning with DHL