What is your return policy?
Orders are not eligible for a refund after 12 months of your purchase. Orders are not eligible for a free replacement from a missed delivery after 12 months of the stated delivery date of the order.
Basepaws will only accept returns for test kits that have been unopened from the original plastic wrapping encasing the kit, only for orders placed through Basepaws.com directly.
Please keep your package and test kits intact in order to return them. We do not accept kits that have been taken out of their original plastic wrapping, as we cannot resell unsealed test kits.
If you decide to return one or more kits from your order, please contact our customer service team at [email protected] for more details.
Merchandise orders (t-shirts, hats, totes, etc.) are non-refundable, we do not offer exchanges on these items.
If a chargeback is submitted to your bank for your order, we will void the kit assigned to that order, so the sample will not be processed. We do not process any tests that have not been paid for. Therefore, if you would like to reinstate your cat's DNA test, and the chargeback has been ruled in your favor, you will be required to cover the chargeback fee, which is typically about $15 USD.
Please see the section "Where can I buy a Basepaws test?" for our policies regarding unauthorized resold tests.
If your test kit is purchased from Amazon, please contact Amazon customer service to return your test kit back to their warehouse. Any refunds for Amazon orders will be handled within your Amazon account portal.