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Basepaws Help Center logo

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I forgot to register! What do i do?

Don’t panic, it’s not cat-astrophic!

We may be able to locate your kit registration (barcode) ID.  Please email our trusted customer success team at [email protected] with your name, your kitty’s name, your return address, and your order number.  In most cases for orders placed through directly, we should have the barcode ID assigned to your order.   

If your purchase was through a third-party retailer such as Chewy, Walmart or Amazon (sold by Basepaws as the authorized seller only).  We can only identify your sample with your kitty’s name written on the inside flap of the box or the return address on the outside of the box.

Your sample will not be processed until it has been registered.  If your unregistered sample cannot be identified at our laboratory, you may be eligible to purchase a replacement for a small fee. You will be required to show proof of payment if you need to purchase a replacement kit for an unregistered sample. 

The good news is that, regardless, you will not need to buy a new test entirely, just a small fee to cover the cost of shipping and materials. If you find out that you sent us an unregistered kit, please DO NOT purchase a second kit for the same cat.

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