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Sample Return Instructions (Mail from Outside of Hong Kong)

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The following instructions are applicable to customers returning from all serviceable countries / regions within the Asia-Pacific region (EXCEPT Hong Kong and Malaysia), Europe, the Middle East, the Americas and Africa. 

Important Notice: 

  1. You must return your sample from the same country where your purchase was delivered to. 
  2. Please make sure to activate your sample to your CircleDNA Account prior to returning.
  3. Please do not throw away any of your return materials, as removing the documentation could cause delay or failure of your sample return. 
  4. Please make sure the barcode is well labelled on the test tube.
    barcode1.png
  5. For our Singapore customer, please note that to enjoy the complimentary return service, customer MUST return the package with our partner courier "FedEx". Using other courier, for example, Singapore Post, would possibly induce lost shipment issues.


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 Related image
Prepaid Return Shipping Air Waybill 
(Please note there are two versions. You will only need 1 version of the return shipping air waybill;3 pages for the computer-generated version and 3-in-1 for the Manual Print version)		 Sample_Return_AWB__Zendesk_2_.pngx3  or FedEx_AWB_Manual.jpg x1
Commercial Invoice  mceclip0.png


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. Do not remove the return shipping air waybill and commercial invoice provided in the FedEx plastic shipping pouch.
  3. 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) Schedule a pick-up with FedEx; or,
  • B) Drop off directly at your local FedEx branch

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

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)
Sample_Return_AWB__Zendesk_.png
Shipment type Global return shipment
Recipient Units 803-807, 8/F, Building 15W, No. 15 Science Park West Avenue, Hong Kong Science Park, Pak Shek Kok, NT, Hong Kong
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 care@circledna.com if FedEx requires a control number 

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

Alternatively, you may drop off your sample at your local FedEx branch. Please select ". Click here for more information.

Please email us at care@circledna.com if FedEx requires a Control number.

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 Exome 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. 


 
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