Domestic ShippingUpdated 8 months ago

Please read the following information for orders shipping domestically within the United States: 

Thank you for your interest in Basepaws feline and canine health testing! Basepaws typically ships orders within 1-3 business days of order placement. Please note that some orders may take one additional day on rare occasions such as heavy promotional periods.

Once your order has been fulfilled, you will receive an email containing your package’s tracking number.

What if my order is lost in transit or misdelivered?

If your Basepaws.com order is marked as "Delivered" by USPS, but it is nowhere to be found, please contact your local USPS for more information and wait 3+ days to see if it does get delivered. The package is likely still to be delivered within the next 1-3 days after this notice. Please contact our customer care team at [email protected] to receive a copy of your package's shipping label to inquire with USPS.

If the order is in transit with no tracking updates after 30+ days, we will gladly offer you a free replacement kit! Please request this by email once you see that there have been no updates on tracking for at least 30 days, you may inquire with USPS about the package’s whereabouts in the meantime. 

If your order is refused at the incorrect address and arrives back at our laboratory, we may reship the package to the correct address free of charge.

If the order goes missing in transit due to an incorrect address, you can purchase a $15 replacement kit, as the original would be lost. Please keep in mind that this is $15 per kit, as this fee covers the cost of materials and shipping.

If your order has either been missing or marked as "Delivered" by USPS for 120+ days, we can no longer track the order as USPS expires the tracking number. When this happens, Basepaws is no longer responsible for the package, so it will be up to the pet parent to decide to: 

a) purchase a $15 replacement per kit, or 

b) to receive a refund for the order instead.

Returning your pet’s sample:

Always remember to register your Basepaws barcode ID number online before mailing us the sample! 

The USPS return shipping label on your Kit is valid only within the U.S., which means U.S. customers may simply drop their kit in the mail at any USPS Blue Drop Box or at any USPS location.

USPS tracking indicates when samples have arrived at our facilities, but please know that we scan samples into our laboratory in California about once or twice per week. This means that you will be notified of the sample’s arrival 1-4 business days after the stated USPS delivery date.

Once the sample is scanned into our system you will receive an email confirmation of its arrival. Your account portal will also reflect a "Received" status once the sample is scanned in. Please allow USPS 45+ days to deliver your pet's sample to our laboratory.

You may take note of the return tracking number on the kit’s return shipping label, as this will help you keep an eye on your pet's sample while in transit. If you did not take note of this from the box and if it's been more than a couple of weeks, please feel free to reach out to us at [email protected]. Our customer support team will gladly check if we have the return tracking number for you.

**Note: Kits purchased prior to 2022, as well as kits purchased from third-party sellers, likely have Business Reply Mail as the return shipping service. These kits never had tracking information, unfortunately, so this type of mail can often take between 6-10 weeks to be delivered to our laboratory. While this is frustrating, USPS still does reliably deliver this mail.

You are always welcome to purchase alternative shipping using your preferred carrier. Please be sure to use our lab address below:

Zoetis c/o Basepaws

333 Portage St.

Kalamazoo, MI 49007 USA

We appreciate your patience while we wait for your pet's sample to arrive at our laboratory.