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Basepaws Help Center

If you have already created a Basepaws.com account with us, and your password doesn&apos;t seem to be working, please first&#xA0;double-check the email address associated with your account. If you are still unable to log in, please try to reset the password and check your inbox for an email.&#xA0;It may take a few minutes for this email to be delivered to your inbox.You should be aware that the email and password fields are case-sensitive, so you may need to use all lowercase letters when entering your email. Our engineering team is working on improving this, our apologies for this inconvenience!Our website is routinely updated for improvements and on occasion, some accounts may be temporarily inaccessible; in these cases, the site is back up the very next day.If you are experiencing a different issue, please send a screenshot to our customer service team at help@basepaws.com and we will assist you ASAP.

If you have already created a Basepaws.com account with us, and your password doesn't seem to be working, please first double-check the email address associated with your account. If you are still unable to log in, please try to reset the password an

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

Accounts and Registration

Why should I buy a Basepaws test?

How do I collect a proper sample from my cat?

What's included in a Basepaws CatKit?

What are genetic markers?

Can I see an example of the DNA Report?

Introduction to Basepaws

How long does it take?

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

Will this test confirm that my cat is a pedigree cat?

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

What can my cat’s health markers tell me?

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

Breed + Health DNA Test

What is the Basepaws Oral Health Test?

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

What is included in the Oral Health Test?

Oral Health Test

What is Whole Genome Sequencing?

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

Whole Genome Sequencing

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 cat's sample?

What happens after DNA sequencing is completed?

DNA Sequencing

Why would more markers for the same disease be beneficial?

Does my cat's test include new health markers?

New Health and Trait Markers

How do I swab my cat'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?

DNA Sample Collection

Domestic Shipping

International Shipping

Is my pet's sample lost in the mail?

Is my CatKit order lost in the mail?

Shipping

Where will I find my cat's report?

I forgot to register! What do i do?

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

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

Is there a discount for buying more than one test?

Will littermates and siblings have the same DNA results?

How long does the test kit last?

What is your refund policy?

What is your return policy?

Where can I buy a Basepaws test?

What is the veterinary team's contact for vet-submitted samples?

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

More FAQs

I can't log into my account, what should I do?Updated 2 months ago