Ответы админа Группы Dante Labs Customer Care в FaceBook на FAQ's:
This post will describe some of our most common questions and answers. We will be adding to it over time. For any other questions, send an email to
contact@dantelabs.com 1. Where can I find my return shipping label?
US - Stuck to the side of the box addressed to Utah Everyone else - DHL Return label is inside your DHL bag. It is a single piece of printed paper
2. I don't have a return shipping label. What do I do?
Send an email to
contact@dantelabs.com including your order number in the subject heading
3. I live in Russia. Why have I not received my kit?
All Russian customers need provide as a shipping address either a business address and tax code, or a non-Russian address. Please send this info to contact@dantelabs.com with your order number4. How can I collect saliva from a young child or a person who has trouble producing saliva?
Send an email to
contact@dantelabs.com as soon as you place your order and ask for a cheek swab kit.
5. How long does it take for a parcel to arrive in Italy from the United States?
All orders placed from the US website, or that are delivered to US residents, go first to our warehouse in Utah and from there they will be shipped to our laboratory in Italy. It usually takes about two weeks.
6. My kit arrived to Utah, why did my kit status not update?
All US orders are first sent to our warehouse in Utah where they are prepared for the international shipment to our laboratory in Italy. Once your kit arrives in Italy, its status will be updated to 'We have received your kit'.
7. I am a resident of the United States. Why can't I receive a Pharmacogenomics report?
We are compliant with regulations set out from the FDA, and are therefore unable to provide US residents with Pharmacogenomics reports.
8. How do you guarantee you customers' privacy?
We treat data according to the EU General Data Protection Regulation (GDPR) L 127, 23.5.2018
9. How long does it take to create the panel reports?
Panel reports may take anywhere from 1-10 business days