What if I need a replacement swab?

In the event that your dog's swab is lost in transit or fails at our lab, we can issue a free replacement swab to try again. 

My dog's swab never arrived at your lab. What are the options?

Please see Returning Your Dog's Swab for additional guidance.  If your dog's swab is deemed lost,  please reach out to our Customer Support team and we can authorize a replacement swab for your dog.

What if I didn't swab properly? What if the swab fails while processing?

If there were any issues with the swab, such as having DNA from multiple dogs, not having enough DNA for analysis, or if it was unusable for any other reason, our CLIA-certified lab would catch this during quality control. In these cases, we would let you know and issue a free replacement swab for a new sample. 

• Pro Tip: See Swabbing Your Dog and Swabbing Tips - Swabbing a Puppy, Avoiding Contamination & More! for tips and guidance on swabbing your dog!

What happens next?

When a replacement swab is authorized, be it because the swab was lost in transit or it failed during processing, you'll be sent instructions on how to order the free replacement and how to activate the new swab on your dog's profile.