How do I send the swab? Have you received my dog's swab? Can I track my sample?

Important Information about the return address:

As of November 1, 2021, our mailing address for swab samples is:

Illumina (ILS)
Embark Lab Sample Processing Center
Building 2 Dock 2
5200 Illumina Way
San Diego, CA 92122-4616

IMPORTANT NOTE FOR US CUSTOMERS: If your return label has one of the following addresses:

• 320 Summer Street, Boston, MA
• 186 Lincoln Street, Boston, MA

...do not worry! Please go and ahead and mail the swab using that return label. The swab will automatically be routed to our facility in California.

Mailing Your Swab to Embark

BEFORE MAILING YOUR SWAB(S): To avoid any processing delays at our lab, do not forget to activate them first!

DOMESTIC (US) CUSTOMERS

Once you’ve used the swab to collect your dog’s DNA sample, please use the provided, prepaid return label and envelope for return shipping. Once you have activated your kit to your MyEmbark account and have shipped your swab, you should receive return tracking updates via the email address you’ve used to create your account and activate your kit. You can also find tracking details and status updates on your dog’s profile. 

Tracking: Your dog's swab should arrive within 5-10 business days, depending on the shipping address location.

If it has been longer than 10 business days and your package has not arrived please contact us, and we will be more than happy to help. When you do contact Embark please provide your:

• Full name
• Email address associated with your Embark account

INTERNATIONAL CUSTOMERS:

International customers must return the swab using their local post office as the Embark prepaid return label will not work for most international shipments. Please do send us your tracking information via email so we know when to expect it and can look into the shipment details if any problems do arise. As stated on each product's ordering page, International customers are responsible for the cost of returning their swab to us.

• Shipping from Canada? Some Canadian shipments can use the Embark return label by adding additional stamps. Please check with your local post office for the exact requirements. 

Tracking: Your dog's swab should arrive within 15-20 business days, depending on the shipping address location.

If it has been longer than 25 business days and your package has not arrived please contact us, and we will be more than happy to help. When you do contact Embark please provide your:

• Full name
• Email address associated with your Embark account

For International Customers - Do you have a customs form?

We highly recommend that you use an international courier that will provide you with a tracking number and estimated delivery date. Please email this tracking number to us at howdy@embarkvet.com so that we can also track your package. Note that Embark Veterinary is not able to accept Saturday deliveries. The transit duration can take up to 14-21 business days to arrive at our facilities.

When shipping the sample back to our lab, please fill out our customs form (attached) to avoid any unnecessary delays at the U.S. border. 

The value that you declare on your shipment's U.S. Customs form should not total more than $15USD. This is the value of the swabs themselves, not the price of your order. This will make it easier to get your shipment through customs, and there should not be any duties or taxes applied. Any duties, fees, or taxes are the responsibility of the customer. Unfortunately, sample processing will be delayed until all outstanding balances are paid.

If you need to provide an HS code, it is 3822005090.

In order to facilitate correct identification of the shipment and to ensure timely delivery, USDA, AHPIS, and VS recommend that the following documentation accompany each shipment:

1. A written statement identifying the material and naming the animal species.
2. A written statement confirming that the material does not contain any other animal-derived material (i.e., does not contain any livestock or poultry origin material).
3. A written statement confirming that the material was not derived from feline or canine species which were inoculated with or exposed to any infectious agents of USDA agricultural concern.

Next Steps

Once your swab arrives at our facility and is scanned by our team, you will be notified via email, and before you know it you will have your results!

If you have any questions about the status of your sample, please see How long does it take to receive test results? or feel free to contact us and we will be more than happy to help.