FAQ - Basepaws Veterinary Product Transition
Can I still order Basepaws Veterinary test kits through distribution?
The final day to purchase Basepaws Veterinary test kits from distribution partners, MWI Animal Health, Midwest Veterinary Supply and Patterson Veterinary is October 31, 2023.
All Basepaws Veterinary products will be removed from distributors by November 1, 2023.
PLEASE NOTE: Any test kits purchased by October 31, 2023, MUST be used and registered in the Basepaws Vet Portal by December 31, 2023.
What should I do with my existing inventory?
We strongly recommend that you use any sample collection kits in your inventory prior to December 31, 2023. The Basepaws Vet portal will continue to accept sample registrations through 11:59pm PT on December 31, 2023.
Can I return this product?
We understand you may not be able to use all of your inventory before December 31, 2023.
We recommend reaching out to the veterinary distributor you ordered from to learn more about their return policy. Basepaws is unable to provide refunds or credit directly since all products were purchased through distribution.
Please be aware that most distributor return policies only permit returns of purchased goods and unopened units. Please check with them to confirm their return policies and if you are eligible for a refund.
I purchased on a promotion and have a lot of free goods. What should I do?
We understand that you may have loaded up your inventory of tests during one of our promotional offers. Unfortunately, most distributors do not offer credit for free goods.
In this case, we recommend you utilize the tests, being sure you register them in the Basepaws Vet Portal by December 31, 2023.
Where do I purchase Basepaws tests now?
Basepaws Veterinary line of tests will no longer be available for purchase as of October 31, 2023.
You may instead recommend your client visit basepaws.com to order any of our pet-owner focused genetic tests. Your client will be able to order the test kit and have it shipped to their home directly.
Can I order Basepaws Tests through Zoetis?
While the veterinary product is not currently available, we continue to work with the Zoetis team to evaluate the best options for offering our products to pet owners and veterinary care providers.
I forgot to register my sample by December 31, 2023. Can I still submit it?
All samples must be registered by 11:59 pm PT on December 31, 2023. The Basepaws Portal will no longer accept registrations after this date and all unregistered veterinary associated test barcodes will be deactivated January 1, 2024.
Any samples arriving at the lab without a registration will not be processed.
What is the cutoff date to receive registered samples that were completed by December 31, 2023.
All samples registered in the Basepaws Vet portal prior to it's close on December 31, 2023 will still be accepted and processed by our lab through January 31, 2024. This should give ample time, due to any potential holiday mail delays, for all samples to arrive to our lab.
Samples received after this date will not be processed.
Can I order the pet-owner test and use them how the veterinary product was used?
With the deactivation of the Basepaws Vet Portal, pet owners will be responsible for purchasing, registering and receiving results directly.
How will I receive results after December 31, 2023?
The Basepaws Vet Portal will no longer accept new sample registrations after December 31, 2023.
If the portal is closed before your results are released, we will send any outstanding results to the email address you provided for the Vet Portal.
If you would like results sent to an alternate clinic email, please contact us at email@example.com.
How can I view previously reported results?
Up until the portal's estimated close date of December 31, 2023, all genetic test results are able to be viewed and downloaded from the Vet Portal.
We recommend downloading and saving a copy of all previous patient results for your medical records.
After December 31, to review test results for any previously submitted tests, please send an email to firstname.lastname@example.org and include:
- Practice Name
- Client Name
- Patient Name
- Barcode Number or RF Number
Please allow our team 1-2 business days to reply to your request.
Will sample processing time be affected?
At present, the processing time for feline samples is around 6 weeks, while it takes 8-10 weeks for canine samples. We do not expect these turnaround times to change.
We realize that samples registered in December may not have results reported back until February or March.
Our team will ensure you receive these results via email for all samples submitted by December 31, 2023.
What if there is an exception with a submitted sample?
Occasionally, our lab may have an issue processing a sample. Although rare, this can happen for a variety of reasons.
For samples that encounter an exception after the Vet Portal close date of December 31, 2023, our team will reach out to you individually with instructions on how to resubmit a replacement sample.
Will I be able to view results from a pet owner purchased test?
Basepaws new reports are digital, dynamic reports, meaning that they can change as new markers are updated and new breeds are added.
We are building in a feature for the pet owner to share their report with their veterinarian. This should be live in early 2024.
Can I see what the pet-owner test results look like?
Can I still particpate in research?
Yes, we will still be recruiting practices to particpate in important research projects.
Basepaws addresses key unmet needs in pet health by tapping into the experience, knowledge, and passion of pet parents, veterinarians, scientists, and pet health professionals. The quality of our research is strengthened by the diversity of data that we collect across our clinical and citizen science research programs.
We are currently collaborating with research products in key clinical areas:
- Atopic & Food Allergic Dermatitis
- Chronic Kidney Disease (CKD)
- Diabetes Mellitus
- Feline Stomatitis & Tooth Resorption
- GI Lymphoma
- Inflammatory Bowel Disease (IBD)
- Periodontal Disease
Other areas of interest and research include:
- Hypertrophic Cardiomyopathy (HCM)
- Idiopathic Cystitis
- Oxalate & Struvite Urolithiasis
What markers are going to be included on the pet-owner test?
To see a list of genetic markers included in each of the tests, please visit basepaws.com and click "For Dogs" or "For Cats" in the drop down menu, you will see "Dog Diseases" or "Cat Diseases."