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There seems to be food on the swab, is my pet's sample ruined?Updated 3 months ago

Not exactly! If you feed your pet cooked food, whether that is kibble or wet food, we should be able to work around some mild contamination. In that case, we normally recommend sending in the sample, it may very well be completely fine! If we happen to see a lack of viable DNA, we will send you a new kit free of charge.

Please keep in mind that we can only replace the pet's sample for free twice, so it is critical to obtain a proper sample with the replacement. See our tips and tricks on swabbing here.

If you feed your pet RAW food, please contact our customer service team at [email protected] and we will send you a new kit to try again as soon as possible. It is recommended to provide your shipping address within your first email to avoid further delays.

Also, know that we will not produce an incorrect report from insufficient DNA data, as we run quality checks throughout the whole process to ensure that the sample yields clear, comprehensive data from your pet's DNA sequence. If a portion of critical DNA is unclear, we will contact you as soon as we can.

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