International ShippingUpdated 7 months ago

Please read the following information for orders shipped internationally from the United States: 

Thank you for your interest in Basepaws feline and canine health testing! Basepaws typically ships orders within 1-2 business days of order placement. Please note that some orders may take one additional day on rare occasions such as heavy promotional periods, as our fulfillment team is very small. 

Once your order has been fulfilled, you will receive an email containing your order's tracking number. Please expect the tracking history to be updated by the shipper in 1-3 business days.

International shipping rates vary by location, and the price is estimated at checkout. Duties and import taxes are calculated and charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

If your order confirmation email states an incorrect address, please contact [email protected] with the correct shipping address right away. If we are unable to update the address by the time your order is fulfilled, you may purchase replacements for $15 per kit plus the cost of international shipping. 

A very small handful of orders may be canceled upon order placement due to tentative import/export restrictions. If this occurs, you will be contacted by email and you will receive a full refund.

If your order has either been missing or marked as "Delivered" by USPS for 120+ days, we can no longer track the order; therefore, Basepaws is no longer responsible for the package going missing in transit, so it will be up to the pet parent to decide to:

a) purchase a $15 replacement per kit plus shipping, or 

b) to receive a refund for the order instead.

On occasion, the postal service may contact the purchaser to request a pickup of the item at the post office. If you do not pick up your package before it is returned to the sender, you may have your package reshipped once free of charge, but the shipping fee will become non-refundable in the event of an order cancellation.

Returning your sample: 

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

Please note that all Canadian/International customers must provide their own return shipping postage via a carrier service of your choice to send your samples back to our laboratory in the United States. 

The USPS shipping label on the box is only valid within the United States. Please collect a tracking number from the carrier service of your choice to monitor the location of your pet’s sample. 

We recommend placing the kit in an additional box or bag, then taking the package to the shipper. The cost of return shipping varies by location and shipping method. If you need to estimate the cost, the dimensions of the test kit are the following:

3.2 ounces, 9.7 x 4.1 x 0.95 inches.

Basepaws’ lab address: 

Zoetis c/o Basepaws

333 Portage St.

Kalamazoo, MI 49007 USA

Sample Arrival:

We receive shipments throughout each week, but we scan samples into our laboratory about once or twice per week. This means that there is usually a 1-4 business day delay between the stated delivery date and the time you are notified of the sample's arrival at our lab. 

Once the sample has been scanned into our system you will receive an email notification indicating that the sample has arrived. 

What if my sample is delayed or lost in transit?

If you paid for the return shipping but did not collect a tracking number, we request that we wait at least 60 days for your sample to pass through customs and reach our laboratory. 

If you did not purchase the return shipping, your sample will likely be lost in the mail, and Basepaws will not be responsible for covering the cost of a replacement kit. You will need to contact our team at [email protected] to purchase a replacement kit.

If you do not collect a tracking # and the kit is lost for 2+ months, you may purchase a $15 replacement kit(s) plus the cost of international shipping; please note that in this case, you would still have to pay for the return shipping as well.

The following is a list of countries we do not ship to:
Afghanistan
Australia
French Southern territories
Gauteng
China
Qatar
Saudi Arabia
Timor-Leste
United Arab Emirates
Belarus
Russia
Cook Islands
Fiji
French Polynesia
Kiribati
Nauru
New Caledonia
Niue
Norfolk Island
Papua New Guinea
Pitcairn Islands
Samoa
Solomon Islands
Tokelau
Tonga
Tuvalu
Vanuatu
Wallis & Futuna
South Georgia & South Sandwich Islands
Venezuela 

If you are getting an error message and the country you are trying to ship to is not on this list please reach out to our customer support team at [email protected].