Shipping & Returns

SHIPPING OF GIFTS

If you have indicated that your order is a gift for someone, we will endeavour to get it delivered to you ASAP as we process them in our systems within 24 hours of receiving the order from you.

However, we have found that some delivery times can take slightly longer than expected. If your package is arriving late, please be patient! It will be worth the wait.

OUR RETURNS POLICY

We pride ourselves on ensuring our products are made and packaged with the utmost care, but we understand that sometimes returns are necessary.

At PetLabCo.® we offer a 30-day return policy to our customers. You have 30 calendar days from the date of delivery confirmation to request a return. If more than 30 days have passed, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, in its original packaging and in the same condition that you received it. It must be sealed, unopened and you are required to request return in line with our RMA Procedure below within the 30-day window indicated above. 

PetLabCo.® reserves the right to reject returns that do not meet these conditions.

For complete information regarding our Returns and Refund Procedures, please also see our Terms & Conditions of Sales, which are incorporated herein by reference.

Our Money-Back Guarantee

In addition to our regular standard Returns Policy, PetLabCo.® offers a 100% Money-Back Guarantee on certain eligible products (the “Guarantee”), subject to the applicable Guarantee period and requirements set forth below.

If you are not satisfied with your purchase of an eligible product, you may request a refund within the applicable Guarantee period. The Guarantee applies to both one-time purchases and subscription purchases that otherwise satisfy the requirements below.

Eligible Products and Guarantee Periods

Joint Care Chew Advanced
•    Sixty (60) calendar days from the date of delivery of the first qualifying order.
•    Covers up to two (2) qualifying Joint Care Chew Advanced orders placed by the same customer.
•    Applies to qualifying purchases made on February 9, 2026 or after.

DF-14™: Daily Foundation
•    Ninety (90) calendar days from the date of delivery of the first qualifying order.
•    Covers up to three (3) qualifying DF-14™: Daily Foundation orders placed by the same customer.
•    Applies to qualifying purchases made on August 17, 2026 or after.

Probiotic Chew
•    Ninety (90) calendar days from the date of delivery of the first qualifying order.
•    Covers up to three (3) qualifying Probiotic Chew orders placed by the same customer.
•    Applies to qualifying purchases made on August 17, 2026 or after.

Requirements

The following requirements apply to the Guarantee:

• Applies only to first-time purchasers of Joint Care Chew Advanced in the United States;
• Limited to one (1) claim per customer or household;
• Covers up to two (2) qualifying Joint Care Chew Advanced orders placed by the same customer;
• Applies only to purchases made directly through www.thepetlabco.com;
• Does not apply to purchases made through Amazon, TikTok Shop, or other third-party retailers;
• Refund requests must be submitted within the applicable Guarantee period measured from the date of delivery of the first qualifying order;
• The applicable Guarantee period does not reset with replacement orders or subsequent subscription shipments;
• We may request the return of any unused and sealed units in accordance with our RMA Procedure below; and
• Refunds will be issued to the original form of payment.

For purposes of the Guarantee, satisfaction is determined by the customer. Customers are not required to demonstrate or establish that an eligible product failed to produce a particular health, wellness, clinical, or other measurable result in order to request a refund, provided that the customer otherwise satisfies the applicable requirements of the Guarantee.

The Guarantee applies to qualifying purchases of the eligible products identified above regardless of the PetLabCo.® webpage, offer page, or purchase funnel through which the qualifying purchase was made. Eligibility is determined by the applicable product, purchase date, purchase channel, and other requirements of this Guarantee.

PetLabCo.® reserves the right to deny refunds in cases of suspected abuse, fraud, resale activity, or misuse of this Guarantee. This Guarantee may be modified or withdrawn for future purchases at any time.
 

Return Material Authorization (RMA)

All returns shall be handled in accordance with PetLabCo.®'s RMA Procedures.

For returns requested under our standard thirty (30) day Returns Policy, you must request an RMA Number within the applicable thirty (30) day return period. For a claim under our Money-Back Guarantee, a customer must request a refund within the applicable sixty (60) or ninety (90) day Guarantee period described above. If PetLabCo.® requires the return of any unused and sealed units in connection with an eligible Guarantee claim, PetLabCo.® will provide the customer with the applicable return instructions and RMA Number.

Any unauthorized return received by PetLabCo.® may be returned at your sole expense and no refund will be processed for that returned product. If an RMA Number is issued by us and we fail to receive a required return within thirty (30) days of issuance of the RMA Number, we reserve the right to cancel the RMA upon written notice to you.

You may cancel an RMA prior to shipment of the return upon written notice to us. Upon receipt of your notice, we will cancel the associated RMA Number.

If we receive a required return within thirty (30) days of issuance of the RMA Number, we will process the return. Any applicable refund will be issued to the original form of payment within thirty (30) days following completion of the return process.
If you need to initiate a return or make a claim under our Money-Back Guarantee, please contact us here at help@thepetlabco.com.