Our Most
Frequently Asked Questions

If this happens, then we sincerely apologize for the inconvenience. We recommend you get in touch with our customer service team as soon as you can via our contact form, which you can find here. A customer service agent will then be able to process a replacement order for you within 24-48 hours.

Yes, we ship to all P.O, A.P.O, and F.P.O boxes via DHL. We also able to ship to addresses in the UK. We are currently unable to ship to addresses in the EU, but hope to be able to do that again soon.

To change your shipping or billing address, log in to the portal and navigate to the left side of the page for My Account. You should see two fields for shipping and billing address. Click the orange box next to the address you want to edit and then enter the new one.

Please be advised that all orders are typically processed and dispatched within 24-48 hours. If you need to update your order details, such as your shipping/billing address, we suggest you do so as soon as possible. Once an order has been dispatched from our warehouse, we cannot update shipping details.

If you require assistance for an order you believe was dispatched to the wrong address, please contact our customer service team here. They will be able to provide you with further assistance.

Unfortunately, you cannot instruct the courier where to leave your delivery. However, should they need to leave it in a safe place they will always choose the most appropriate course of action.

No, you will not.

We use a variety of reputable courier services, namely:

DHL
USPS
UPS (US-international delivery only)

This depends on your location and chosen shipping method. We always aim to have your order delivered within 3-5 business days. Once we receive your order, it will be processed within 24 hours.

We are now offering free delivery on every single order!

We have made it quick and simple to track your order progress! All you need to do is enter your order number sent to you in your order confirmation email following your purchase, into our handy order tracking system!

This tracker will provide you with your order status as well as a tracking link if this is available. If you have not yet received an order number or have any problems with tracking your order, please contact us via our contact form at the bottom of the page.

Our accounts portal for subscribers will allow you to easily track orders, adjust shipping schedules, and edit/cancel any subscriptions. You can click here and register for an account (if you haven't already) with the email you used for your subscription.

Once you’re logged in to the My Account page, navigate to the My Subscription tab on the left side of the page. From there, it will display all of your active subscriptions. Click Edit Subscription on the one you want to cancel and hit the Cancel Subscription button.

Once you cancel your subscription you will lose access to discounted products, free gifts, early access to new products, and more! We do however understand that it is important to be able to cancel or amend your subscription at any time.

If you would like to change your subscription payment method, contact customer support via the contact form here, providing details of your request so our agents can update your information in a timely manner.

Your subscription charge date will depend on when your subscription purchase was made. We will always endeavor to take payment on the same day each month.

A subscription is the best way to experience Petlab's great products! As a subscription customer, all products are available at a discounted price, you will receive regular free gifts, and you will enjoy other perks.

Please click here and register for an account with us (if you haven't already) with the email you used for your subscription.

Once you’re logged in, navigate to the left side of the page and find My Account. For changing your address information, two fields should appear for shipping address and billing address. Click the orange box for the field you want to edit. 

If you wish to add or remove items from your subscription, you will need to cancel the current subscription and place a new one with the revised list of items.

Please follow this link here to read our data retention policy. It can also be accessed at the bottom of our website.

Please follow this link here to read our full terms and conditions. This information can also be found at the bottom of our website.

Please follow this link here to read our full privacy policy. This policy can also be accessed at the bottom of our website.

Unfortunately, we do not offer free samples of our product. However, we are more than happy to show all the ways our products can benefit your furry friend.

We keep an up to date version in the footer of our website. You can also access it directly at https://petlabco.com/pages/privacy-statement.

The latest version of terms and conditions can always be found in the footer of our website, or at this direct link: https://petlabco.com/pages/terms-conditions.

Contact our customer service team by reaching out here as soon as possible, and we will work to send the correct items out to you.

Contact our customer service team by reaching out here as soon as possible. We will investigate the situation, check and update the address if needed, and get your order sent as soon as possible.

If the delivery tracker says your package has been delivered, please contact our customer service team by reaching out here as soon as possible. We will investigate the situation and update you as to the status of your order.

We’re very sorry you have received the wrong product in your order. Please contact our customer service team by reaching out here as soon as possible so we can get the correct order out to you, along with a return label to send the unwanted product back to us.

Contact our customer service team by reaching out here as soon as possible. We will be in touch within 24-48 hours with information on your replacement order for the missing product(s).

Firstly, if your item is damaged or not in an acceptable condition when it gets to you then we sincerely apologize. We would be happy to exchange your damaged item for you. Contact our customer service team by reaching out here as soon as possible, and our customer service agent will be in touch within 24-48 hours to send you a return label and expedited replacement order.

We begin processing your refund as soon as we receive your order. Once started, you can expect to receive your refund in 7-14 business days, depending on your method of payment.

The return label for your product(s) will have a tracking number included. You can use this number to follow the parcel's journey back to us via the courier’s website.

If your product is faulty, we will provide an exchange for you. If you want a different product, please return it to us within 30 days for a full refund. Then you can place another separate order for the other item.

Yes, you can! If you would like to return or exchange one or more items in a subscription order, then you can do so within 30 days of receiving said order. All items in your order must be in the same condition you received them in, sealed and unopened.

To complete a return on your subscription order, go to this page to submit your return request, and a customer service agent will contact you within 24-48 hours to follow up and process your return.

At Petlab Co., we offer a 30-day return policy. If more than 30 days have passed, we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition you received it. It must be sealed, unopened, and returned within the 30-day window.  If you need to start a return, submit your request here.