Customer Service:FAQS
Frequently Asked Questions
- Does National Geographic have any retail stores?
- I bought an item from your catalog. May I return it to the retail store in Washington, DC?
- I would like to buy some Christmas gifts for my staff. Does National Geographic have a corporate gift program?
- I am purchasing a gift box for an item in my order. May I enclose a card?
- May I ship multiple packages to multiple addresses?
- I'm placing an order with my correct address. Why do I get the message, "Address Match Not Found?"
- I received a gift from a friend that I do not really like. May I return it for something else?
- Do you ship to Canada?
- Why am I charged tax when ordering online or from your catalog?
- Genographic: I purchased the Genographic kit and sent in my sample. When will I know something?
- Genographic: What do I do if I am having trouble finding my Genographic kit results online?
- Genographic: Are the DNA testing materials in the genographic kit considered bio-hazards?
- Genographic: Is the envelope provided in my Genographic kit sufficient? Does it require any additional postage?
- Genographic: I need to complete a postal form and need to indicate the contents of the package. What should I say?
- Genographic: I do not have any swabs in my Genographic kit. What do I do?
- Genographic: I have lost the GPID. What do I do?
- Genographic: My Genographic kit arrived and it does not include instructions. What do I do?
- Genographic: I am a school teacher and would like to purchase kits for my students. Can I get a discount?
- Personalized Map Puzzle: I purchased the Personalized Map Puzzle and it does not replicate my house or its surrounding area very well.
- Magazines: How do I renew my magazine subscription?
- Software: I’m trying to buy the CD-ROM set with old National Geographic Maps.
- Maps: I would like to buy a copy of a recent supplement map that was in National Geographic Magazine.
- Maps: I would like to buy a copy of a supplement map from the past.
- Maps: Are there retail stores where I can buy National Geographic map products?
- Maps: I am trying to find one of your map printing kiosks.
- Software: I have an old version of the Complete National Geographic, how do I get an upgrade?
Q: Does National Geographic have any retail stores?
A: Yes. We have three retail stores. However, most items online or in the catalog are not sold in the retail stores. The addresses are:National Geographic Headquarters Store
1145 17th St NW
Washington, DC 20036
202 857-7591
9:00 – 5:00 Mon thru Sat
10:00 – 5:00 Sun
Grand Canyon IMAX Theater
National Geographic Visitor Center
Highway 64, US 180
P.O. Box 3309
Grand Canyon, AZ 86023
928 638-2468
National Geographic UK Store
Lower Guildford Road
Knaphill
GU21 2EP back to top
Q: I bought an item from your catalog. May I return it to the retail store in Washington, DC?
A: Unfortunately, no. Since the Retail store does NOT carry 99% of what is online or in the catalog, any returns from the catalog or online must be made by phone with Customer Service. All returns should be sent via a trackable shipping method to:National Geographic Catalog/Online Returns Dept
5510 E. Holmes Rd
Door 43
Memphis, TN 38118
USA
*Canadian returns go to:
National Geographic Catalog/Online
P.O. Box 1088
Oakville, Ontario L6J 5E9
Canada back to top
Q: I would like to buy some Christmas gifts for my staff. Does National Geographic have a corporate gift program?
A: Yes. The custom order must be for at least 10 units of one product totaling $500 or more. The discounts are as follows:| Amount | Discount |
|---|---|
| $1,000-$4,999 | 15% |
| $5,000-$10,000 | 20% |
| $10,000+ | 25% |
Q: I am purchasing a gift box for an item in my order. May I enclose a card?
A: Yes. If the item can be gift-boxed, you may also include a gift card for the $5 fee. back to topQ: May I ship multiple packages to multiple addresses?
A: Yes. If more than one shipping address is provided, we will ship items to the designated addresses. You will be charged standard shipping and handling rates for each "ship-to" address. back to topQ: I received a gift from a friend that I do not really like. May I return it for something else?
A: Yes. Gift returns received from gift recipients will be accepted. A gift certificate/card will be provided for the value of the purchase. When returning please indicate the item was a gift. back to topQ: I'm placing an order with my correct address. Why do I get the message, "Address Match Not Found?"
A: National Geographic uses an address verification system that compares your address with a standard format as well as postal records. If you've checked your address and it is correct, try: 1) adding spaces between numbers and letters; 2) removing spaces around characters such as hyphens. If you still continue to experience a problem with your address, please contact our Customer Service dept at 888.557.4450 back to topQ: Do you ship to Canada?
A: Yes, by standard shipping only. Products will arrive in 10-14 business days via Canadian Post with no additional duties. back to topQ: Why am I charged tax when ordering online or from your catalog?
A: National Geographic is required to collect taxes in states where we have a business presence. All taxes collected are paid to the state or local government.| State | County | Tax |
|---|---|---|
| California | 8.25% | |
| Los Angeles County | 9.75% | |
| San Francisco County | 9.50% | |
| Colorado | 4.1% | |
| District of Columbia | 6.00% | |
| Florida | 6.00% | |
| Kentucky | 6.00% | |
| Michigan | 6.00% | |
| Oklahoma | Click here to see important OK sales tax info regarding the tax you may owe directly to the state of Oklahoma. | |
| Tennessee | 9.25% | |
| Country | Province | Tax |
| Canada | 5.00% GST | |
| British Columbia | 12.0% HST | |
| New Brunswick | 13.0% HST | |
| Newfoundland | 13.0% HST | |
| Ontario | 13.0% HST | |
| Nova Scotia | 15.0% HST |
Q: I purchased the Genographic kit and sent in my sample. When will I know something?
A: From the time you return your sample to us, it will take approximately eight weeks to test your DNA, analyze the specimens and upload the results to the Genographic website. Note that in some cases, inconclusive data may require additional testing and might delay posting of results by two to three weeks.The steps in the process are:
Arrival and Batch Creation / DNA Isolation / DNA Analysis and Quality Control
The website will reference the different stages of completion during the testing process. Those stages in order are:
-Kit Received
-Batch Created
-DNA Isolation
-DNA Analysis
-Quality Control
-Results Uploaded
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Q: What do I do if I am having trouble finding my Genographic kit results online?
A: Make sure it has been at least 10 business days since you sent back your sample. Verify you are using the GPID number from the actual kit itself and not any number that’s located on the packing slip. The number is located on a sticker inside the flap of the Geno kit box and on the FAQ card that is included along with the consent form.If you are using the correct number, please allow 8 weeks rather than the 7-10 business days – the response to the project has been outstanding and we are a little behind in getting kits processed.
If the kit is still not recognized after 8 weeks from the date you returned it, please send an e-mail to genographic@ngs.org
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Q: Are the DNA testing materials in the Genographic kit considered bio-hazards?
A: No. A bio-hazard is blood products, hospital remains, etc. back to topQ: Is the envelope provided in my Genographic kit sufficient? Does it require any additional postage?
A: No. It uses a standard envelope with the current first class envelope postage. back to topQ: I need to complete a postal form and need to indicate the contents of the package. What should I say?
A: If you are completing a postal form where you must indicate the contents of the package, we recommend you put “cotton swabs.” back to topQ: I do not have any swabs in my Genographic kit. What do I do?
A: There is a piece of white foam in the bottom of the box that the swab can slide under. Please remove all the pieces of the kit from the box to make sure that the piece is truly missing.If a piece is missing or damaged, e-mail all customer and order information, including order number to genographic@ngs.org. A NG/Genographic Project coordinator will replace the missing part.
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Q: I have lost the GPID. What do I do?
A: Unfortunately, we are unable to provide customers with their GPID. You may order a replacement kit at the price of $72.50 ($65 for the kit/$7.50 for delivery). Send an e-mail to genographic@ngs.org requesting a replacement kit. Specify that the replacement reason was a lost GPID. back to topQ: My Genographic kit arrived and it does not include instructions. What do I do?
A: Go to www.nationalgeographic.com and then click on the Genographic link. Then click on "How to Participate." Halfway down the page there is a link to instructions. back to topQ: I am a school teacher and would like to purchase kits for my students. Can I get a discount?
A: Yes, teachers and professors who want to use the Genographic Project as part of their classroom curriculum are eligible for a discount. Please forward the following customer information to genographic@ngs.org:- Customer Name & school name
- E-mail address
- Phone number
We will then e-mail you with additional information and web site links regarding project participation. back to top
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