Returns: Basepaws offers free returns for purchased kits from Basepaws.com directly as long as you follow the instructions from our team at hello@basepaws.com. Please see this article for our return policies, and contact our team to initiate a return

Returns: Basepaws offers free returns for purchased kits from Basepaws.com directly as long as you follow the instructions from our team at <a href="mailto:hello@basepaws.com">hello@basepaws.com</a>. Please see&#xA0;<a href="https://help.basepaws.com/en-US/what-is-your-return-policy-92498">this article</a> for our return policies, and contact our team to initiate a return.&#xA0;If you placed your order through Amazon, you will need to contact Amazon customer service to return your test. It will need to be fully sealed!Price matching seasonal discounts: We will price match orders up to 14 days after your purchase directly through Basepaws.com. We cannot submit partial refunds 14 or more days after your purchase if a new discount or promotion is posted on our website.Insufficient Samples: If you are requesting a refund for any missing part of the report, we will refund the percentage of the report that cannot be generated. It is not uncommon for some reports to come back partially complete due to an insufficient DNA sample, though Basepaws offers free replacement kits to finalize the missing pieces.It is the customer&apos;s responsibility to provide a proper DNA sample. We do the very best we can to obtain all of the necessary DNA data about your pet and we run several quality checks throughout the entire process to ensure that we can sequence and analyze the sample.As of November 2021, we test for 21 breeds, 43 genetic disorders that are represented by 64 health markers, and 25 genetic traits that are represented by 50 genetic markers.If one of the portions of the test cannot be completed, we offer a free replacement kit, but if you decline to use the replacement, we can only refund the percentage of the results that could not be completed.<span id="isPasted" style="color: rgb(0, 0, 0); font-family: Tahoma, Geneva, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Any refunds for Amazon orders will be handled within your Amazon account portal.&#xA0;Refunds can only be given to the original purchaser of the test, we do not authorize sales from unauthorized resellers. More information on our policies regarding unauthorized resales can be found <a href="https://help.basepaws.com/en-US/where-can-i-buy-a-basepaws-test-62363">here at this link</a>.Results:&#xA0;Please make sure to refer to our <a href="https://basepaws.com/blog">blogs</a> and <a href="https://basepaws.com/science">white pages</a> for your initial questions. If you are still dissatisfied with your pet&apos;s results, please contact&#xA0;<a href="mailto:hello@basepaws.com">hello@basepaws.com</a>. We urge you to inquire about the breeds and markers that we do and do not test for before purchase. We do not refund orders due to the lack of an assumed breed match or genetic marker that we have not yet tested for.If you are requesting a refund before the full 6 weeks of processing are complete, you are responsible for covering the kit materials and shipping costs of $15 for each test due to premature test cancellation. Our processing timeline is very clearly stated as 4-6 weeks of processing across our website.<i data-stringify-type="italic" id="isPasted" style="box-sizing: inherit; color: rgb(29, 28, 29); font-family: Slack-Lato, Slack-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgba(29, 155, 209, 0.1); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Please note - If you are fully refunded for your test kit once your sample has been processed, you will no longer have access to your online report.Samples that are retested&#xA0;as a one-time courtesy&#xA0;are not eligible for a refund; at our lab team&apos;s discretion, we may offer a retest in cases when the pet&apos;s genotype and phenotype do not align; before proceeding, there may be several scientific explanations for when the genotype and phenotype don&apos;t seem to match. Please read our blog on &quot;<a href="https://basepaws.com/blog/epistasis-in-cat-coat-genetics?_pos=1&amp;_sid=394cd680e&amp;_ss=r">Epistasis</a>&quot; before requesting a retest; a blog for epistasis in dogs is coming soon.

What is your refund policy?

Order Returns. If you decide to return one or more kits from your order, please contact our customer service team at hello@basepaws.com to let us know that you will be returning the order. Basepaws will only accept returns for test kits that have bee

Order ReturnsIf you decide to return one or more kits from your order, please contact our customer service team at <a href="mailto:help@basepaws.com">hello@basepaws.com</a> to let us know that you will be returning the order.Basepaws will only accept returns for test kits that have been unopened from the original plastic wrapping encasing the kit, only for orders placed through Basepaws.com directly.Please keep your package and test kits intact if you intend to return them. We do not accept kits that have been taken out of their original clear, plastic shrink-wrap, as we cannot resell unsealed test kits.&#xA0;If you need to return a kit that has been taken out of the polybag that your order was shipped in, you will be required to cover return shipping.&#xA0;Once we receive the order back at our laboratory, we will submit the full refund for returned kits still in their original plastic wrapping.If you purchased the wrong test, please send our team an email to&#xA0;<a href="mailto:hello@basepaws.com">hello@basepaws.com</a>. You may be eligible to pay the difference in price between the tests so that you can still use the same kit for the intended test! For example, if you purchase an Oral Test by mistake and want a DNA test, you would only pay the difference to upgrade the Oral Test to a complete DNA test, and our team will update the kit ID with the correct test type.Refunds<span style="color: rgb(0, 0, 0); font-family: Tahoma, Geneva, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Orders are not eligible for a refund after 12 months of your purchase.&#xA0;<span style="color: rgb(0, 0, 0); font-family: Tahoma, Geneva, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Orders are not eligible for a free replacement from a missed delivery after 12 months of the stated delivery date of the order.<span style="color: rgb(0, 0, 0); font-family: Tahoma, Geneva, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Please see&#xA0;<span style="color: rgb(41, 105, 176); font-family: Tahoma, Geneva, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;"><a href="https://help.basepaws.com/en-US/what-is-your-refund-policy-136208">this section of our Help Center</a><span style="color: rgb(0, 0, 0); font-family: Tahoma, Geneva, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">&#xA0;for more information on refunds, and <a href="https://help.basepaws.com/en-US/where-can-i-buy-a-basepaws-test-62363">this section</a> for our policies on unauthorized resales.Merchandise ordersWe do not offer exchanges on merchandise items, though we do offer replacements if the item happens to arrive damaged. Please let us know if this does happen and kindly send us a photo of the damaged item, we will order a replacement for you right away!ChargebacksIf a chargeback is submitted to your bank for your order, Basepaws&apos; funds from the purchase are withheld immediately, so we have to void the kit assigned to that order and the sample will not be processed. We do not process any tests that have not been paid for. Therefore, if you would like to reinstate your pet&apos;s DNA test, and the chargeback has been ruled in your favor, you will be required to cover the chargeback fee, which is typically about $15 USD.If you submit a chargeback after receiving your pet&apos;s test, we will void the test and you will no longer have access to the results until the chargeback is resolved. Our team would much rather sort out the issue together than dispute the chargeback with your bank. If you have a problem with your order, it is in everyone&apos;s favor to contact our team first before submitting a chargeback!Third-PartiesIf your test kit is purchased from Amazon, please contact Amazon customer service to return your test kit to their warehouse. Any refunds for Amazon orders will be handled within your Amazon account portal to the original payment method.Unauthorized Resold TestsPlease see the section &quot;<a href="https://help.basepaws.com/en-US/where-can-i-buy-a-basepaws-test-62363">Where can I buy a Basepaws test?</a>&quot; for our policies regarding unauthorized resold tests.&#xA0;

What is your return policy?

If your test kit was purchased from an external site, it may not be valid or usable. Basepaws does not authorize kits sold from Craigslist, eBay, or Facebook Marketplace. As of 2024, Basepaws kits are only offered on Basepaws.com and Amazon (sold by

If your test kit was purchased from an external site, it may not be valid or usable. Basepaws does not authorize kits sold from Craigslist, eBay, or Facebook Marketplace. As of 2024, Basepaws kits are only offered on <a href="//Basepaws.com">Basepaws.com</a> and Amazon (sold by Basepaws as the authorized seller only). If your kit is unauthorized, we will not replace the sample or refund the purchase.Basepaws will deactivate any kits attempted to be resold by unauthorized sellers. If you purchase one of these kits, it may have already been marked as void, and you may not be able to use it. Basepaws is not liable for purchases from unauthorized sellers.If you purchase your pet&apos;s DNA test through a third-party seller such as Amazon and your test ultimately fails, and you refuse to move forward with a replacement, please expect to be refunded through your Amazon account portal.

Where can I buy a Basepaws test?

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Basepaws Help Center

Policies

More FAQs

Why should I buy a feline Basepaws DNA test?

Can I see an example of the cat DNA Report?

I just got my kit- what do I do now?

What is DNA sequencing?

What is the difference between DNA and a genome?

How much of a cat's genome can you sequence?

Can you prioritize my pet's sample?

What happens after DNA sequencing is completed?

Will littermates and siblings have the same DNA results?

DNA Sequencing

How do I swab my pet's mouth well for a successful DNA test?

How long are the test kits viable?

There seems to be food on the swab, is my pet's sample ruined?

Can you DNA test a deceased pet?

If my pet is on oral medication, will the sample be compromised?

Sample Collection

Where do I find my pet's report?

I forgot to register! What do i do?

I just logged in and see a button called Phenotype Survey, what is this?

I can't log into my account, what should I do?

How can I send my pet's report to my veterinarian?

Do I use the same account for my dogs that I used for my cats?

Accounts and Registration

Introduction to Basepaws

What's included in a Basepaws Breed + Health Cat DNA test?

How long does it take?

Which updates are included in the Breed + Health DNA test for Cats?

Will this test confirm that my cat is pedigree?

How do you test for my pet’s genetic breed relationships?

When will more cat breeds be added to the Basepaws report?

What are feline genetic markers?

Basepaws Breed + Health Cat DNA Test

What is included in the dog DNA test?

How long does the test take?

Why does the dog report look different than the cat report?

Why is there a Breed Similarity Score vs. a Breed Percentage?

Will the test identify my dog as purebred?

Why are there other breeds listed in the results if I own a purebred?

My dog is mixed, what will the scores look like? What’s a "polydog"?

My dog doesn’t look like any of the breeds listed, why is that?

What is dog breed similarity?

Why aren’t there hybrid breeds, like Labradoodle or Cockapoo in the Basepaws report?

The Dog Breed Report

Why does the report show a trait result that my dog doesn’t actually express?

What do my dog’s risk levels mean?

Dog Health and Traits

Basepaws Breed + Health Dog DNA Test

What is the Basepaws Oral Health Test?

How do I know if an Oral Health Test is right for my cat?

Oral Health Test for Cats

What is Whole Genome Sequencing?

Are Whole Genome Sequencing tests updated to include the new health markers?

Whole Genome Sequencing for Cats

Is there a discount for buying more than one test?

How long does the test kit last?

How can I ensure the privacy of my pet’s information?

Domestic Shipping

International Shipping

Shipping

Where is the Vet Portal?

Is there a product for Veterinarians?

Is there a discount for veterinary professionals buying Basepaws tests in bulk? How do I buy?

How do I receive assistance with DNA and Oral Microbiome interpretation?

Why did I receive a Basepaws report from my client?

Why is the “share with vet” cat report different from the dog one?

How can veterinary professionals offer feedback to improve the “share with vet” functionality?

How do I unsubscribe from Basepaws “Share with Vet” emails?

I received a Basepaws report from my client but I can’t view the results, help?

For Veterinarians