Shipping & Delivery

KnowYourGenes is a doorstep DNA-testing service that operates by post. When you place an order, we courier a sample-collection kit to your address. You collect your sample at home using the kit and the instructions included. We then arrange a reverse pickup, the sample travels to our partner NABL-accredited lab, and your report is delivered digitally to your KYG account and email.

This page is published in compliance with Rule 6 of the Consumer Protection (E-Commerce) Rules, 2020, which requires us to disclose service-delivery timelines and modes.

1. Service area

We ship kits across India to pincodes serviced by our courier partner. The serviceability of your pincode is checked at checkout - if your pincode is not currently serviceable, the order will not be permitted and your card will not be charged. You may join the waitlist for your pincode from the same screen and we will notify you when we expand.

Every test today uses a self-collected saliva or buccal swab sample. We do not offer at-home phlebotomist collection or any in-person sample-collection service.

2. What happens after you book

Step 1 - Order confirmation

Within 5 minutes of successful payment you receive an email and WhatsApp confirmation containing your order ID, the contents of your order, and the expected kit-delivery window.

Step 2 - Kit dispatch

We hand the kit to our courier partner within 1 to 2 business days of order confirmation. You receive a tracking link by email and WhatsApp as soon as the AWB is generated.

Step 3 - Kit delivery

The courier delivers the kit to the address you entered at checkout, typically within 3 to 7 business days of dispatch depending on your pincode. Your kit contains a sealed collection tube or swab, an identification sticker, written instructions, and a pre-paid return label for the reverse shipment.

Step 4 - Self-collection at home

You collect your sample at home by following the instructions in the kit. Most users complete this step in under 5 minutes. The instructions are also available in your KYG account under “My orders” if you misplace the printed copy.

Step 5 - Kit registration

Before scheduling the reverse pickup, you register your kit in your KYG account by entering the unique kit code printed on the identification sticker. This links your sample to your account and re-confirms your Genetic Testing Consent.

Step 6 - Reverse pickup

After registration, you schedule the reverse pickup from your dashboard. Our courier partner collects the sealed kit from your address, typically within 1 to 2 business days of the request. Sample tubes are stable at room temperature for the duration of transit.

Step 7 - Lab processing

The sample reaches the partner NABL-accredited lab, typically within 3 to 7 business days of pickup, depending on your pincode. The lab processes the sample, generates the variant call file, and produces your interpretive report under the supervision of a reporting pathologist or clinical geneticist.

Step 8 - Report delivery

Your report is delivered via a secure link over email and WhatsApp, and is also available under “My Reports” in your KYG account.

3. Turnaround time

The end-to-end turnaround time (“TAT”) is the sum of kit dispatch, kit delivery, your own collection time, reverse pickup, and lab processing. The figure shown on each package page is the lab TAT only (from the date your sample reaches the lab to the date your report is delivered). Realistic end-to-end ranges per category:

• Wellness panels: 14 to 21 business days end-to-end
• Drug sensitivity: 14 to 21 business days end-to-end
• Cardiac panels: 18 to 28 business days end-to-end
• Cancer risk panels: 21 to 32 business days end-to-end
• Reproductive panels: 21 to 32 business days end-to-end
• Comprehensive bundles: up to 35 business days end-to-end

TAT is indicative, not a guarantee. The largest source of variability is your own collection and pickup-scheduling step - please complete it promptly to keep your order on schedule. Clinically necessary lab steps (re-extraction, repeat sequencing, expert review) may also extend it. We proactively notify you of any expected delay over WhatsApp and email.

4. Tracking your order

Every transition is reflected in real time in your KYG account under “My orders”: order placed, kit dispatched (with AWB), kit delivered, kit registered, pickup scheduled, sample in transit, sample at lab, report ready. You also receive an email and WhatsApp message at each major milestone.

5. Rescheduling and rerouting

You can update the delivery address for your kit at no charge until the kit has been handed to the courier (Step 2). After dispatch, address changes must be coordinated with the courier; redirection may not always be possible. Write to care@knowyourgenes.in with your order ID for help.

You can reschedule the reverse pickup up to the moment the courier is dispatched, at no charge, from your dashboard.

6. Can I buy for someone else?

Yes - you may buy a kit for a parent, child, partner, or friend. At the point of booking, you add the patient’s details. The kit is shipped to the address you entered. The kit registration step on the dashboard captures the patient’s consent. Reports are sent to the email and mobile number provided for the patient, unless you explicitly elect to receive them at the payer’s contact for a minor or dependent adult.

7. What you do not receive

We do NOT post a printed report by default. If you specifically request a printed, notarised copy of your report for clinical use, we can courier it to your address for an additional fee on actuals - write to care@knowyourgenes.in.

We do NOT sell or ship physical merchandise, supplements, food, or drug products through the Platform.

8. Failed delivery, failed sample, or lost shipment

If the courier is unable to deliver the kit because the address is unreachable or no one is available, the kit will be re-attempted (up to two additional attempts) and then returned to origin. You may then either provide a corrected address (we will re-ship, postage at our cost the first time) or cancel under our Refund Policy.

If a reverse-leg shipment is lost in transit, or the sample arrives at the lab degraded or in insufficient quantity to be processed (this happens for approximately 1 in 200 samples for reasons outside our control), we will dispatch a free re-collection kit. If you prefer not to re-collect, we refund 100%.

9. External factors

Service may be delayed or paused without prior notice in case of force majeure events: civil disturbance, natural disaster, government-mandated lockdowns, courier strikes, lab outages, or any other event outside our reasonable control. We will communicate the expected resumption time and offer a no-fee reschedule or full refund.

10. Contact

BFG Market Consult Private Limited (operating the KnowYourGenes brand)
SU 18, Pitam Pura, Delhi 110034, India
CIN: U74999DL2010PTC207582
Email: care@knowyourgenes.in
Phone: +91 11 4000 0000(Mon–Sat, 09:00–19:00 IST)