I haven’t received my report, what should I do?
If you haven’t received your report by email within three weeks of returning your dog's sample to us, there are a couple of things to check:
- Did you activate your kit online? We need some information to process the sample - visit our activation page to submit your details or watch our video guide.
- Have you checked your email spam folder? They sometimes find their way there.
If you have activated your kit and the report is not in your spam folder, please contact our friendly Customer Service Team by email at dnaprotected@cellmark.co.uk or by phone on 0800 193 3640 and they will be more than happy to help.
Other FAQs
How does the DNA Protected service work?
Is there a lower age limit for taking a DNA swab?
Why do I need to wait for an hour?
Will DNA Protected give me an indication of my dog's breed?
Will it give me an indication of any health problems/genetic diseases?
Who holds my data/what data is held and who is it shared with?
Who holds the database, what will it be used for and who will have access to it?
Can I get a copy of my dog’s DNA profile?
What happens if I move or the ownership of the dog changes or if my dog dies?
Has the technology been used and accepted in court?
What happens if my dog is stolen or lost?
How will dogs be identified using the Forensic Dog DNA Database?
Is the DNA Protected service accredited?
What are the chances of identical twins within a litter?
What’s in the DNA Protected sampling kit?
Is there a discount for breeders or organisations with multiple dogs?
I haven’t received my report, what should I do?
Don't forget our customer services team are on hand to provide any help and assistance you might need. Please don't hesitate to call us, our friendly and experienced advisers will be pleased to answer any questions you might have about our services.