Help Center

Deliveries

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. We are currently unable to ship to addresses in the EU and UK, 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.

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)
FedEx

This depends on your location and chosen shipping method. We always aim to have your order delivered within 5-7 business days, 3-5 business days for expedited orders. Once we receive your order, it will be processed within 24 hours.

We are now offering free delivery on all orders over $49! Shipping is $5.99 for orders under $49

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 above!

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 here.

Products

Chews (daily):
* 25 lbs or less: 1/2 chew
* 26-75 lbs: 1 chews
* 76 lbs or more: 2 chews

The best thing to do however is to follow the directions on the back of the bottle. We recommend slowly introducing any new product to your pup's daily regimen. Some customers have found it best to split their chew portions throughout the day, while others prefer to give the full amount at one time.

It can take up to 4-6 weeks for the full effects to be apparent for some dogs, while others can just take a few days. It is especially important to remain patient and give the full recommended amounts consistently for our joint health and allergy products. Consistency is key! If you have a particularly large breed of dog (100lbs+) and 3 chews does not seem sufficient feel free to increase the daily chew amount to 4 chews.

Most customers see a positive response within 30 days of consistent and correct use, though some start seeing a difference in their pet within a few days! It is very important to give the daily recommended amount as instructed on the product label.

Our Allergy and Joint Health products typically require the most patience and may take up to 4-6 weeks to see the best results.

Definitely! Most of our products are compatible with each other because they're made from safe, natural ingredients.

Some things to watch out for:
We recommend giving lower amounts if more than one daily product contains probiotics to ensure that your dog is getting a balanced amount. We also recommend slowly introducing any new probiotic products as your pup adjusts. For example, If you are giving your 55lb dog both Vitality Bites and Boost Bites, try giving half of each for the first day or two, then give one full for another day or two, then work your way up to 1 full chew each. Some people do find it works best to give the full amount of each product daily, but we strongly recommend making any transition or increase slowly for the comfort of your dog. You may also need to stop giving other digestive supplements that include prebiotics and/or probiotics. Providing too many prebiotics and/or probiotics at once can have undesired effects.

While most dogs love the flavors of our chews (9 out of 10 dogs in blind taste testing gobbled them up), all dogs are different and so are their preferences. Our products are made with natural flavoring to give them a delicious and real taste. If for whatever your reason your dog still doesn't like them, here are a few tricks that others have found to be helpful:

* Crumble and add to their regular food (sometimes with a little water)
* Cover in peanut butter (make sure there is no xylitol as an ingredient!)
* Wrap in a slice of deli meat or cheese

Many of our customers see significant improvements in their dogs' health and quality of life but our products are not intended to replace the advice of your veterinarian. You should always consult with your veterinarian before making any changes to a prescribed medication routine.

We are confident our products will make for a better quality of life for your dog. Unfortunately, there's no such thing as a magic pill that will work 100% of the time for 100% of dogs. Almost all of our customers DO see positive results with their dogs after consistent use with the recommended daily amounts.

If they don't work for your pup, please contact customer support and we will make it right.

All of our products are manufactured in the U.S.A. in a GMP (Good Manufacturing Processes) certified facility that is FDA registered. Our facilities have additional quality certifications like SQF (Safe Quality Food), NASC, and APHIS.

There is a stamp or sticker on the bottom of each jar that includes the Lot # and Expiration (“Best By”) Date.

While some issues (like hip and joint problems) are most common in older dogs and bigger breeds, all of our products may be beneficial for puppies, old dogs, small dogs, and big dogs. Because puppies in particular have specific health requirements, we do recommend checking with your vet before starting your puppy (under 1 year old) on any of our supplements. Be sure to always follow the directions on the back of the bottle to make sure you're giving the correct amount for your dog’s weight.

CAUTION: Use of Best Friend’s Essentials supplements in pregnant or breastfeeding dogs has not been tested. Please check with your veterinarian before giving our supplement treats to a dog that is pregnant or breastfeeding.

Our soft chew products have been formulated by experts. They're made with the highest quality natural ingredients so you can feel confident that your pet is getting the best product. Feel free to ask your vet about it!

Yes! We are proud of our products. Our soft chew products have been formulated by experts, They're made with the highest quality natural ingredients so you can feel confident that your pet is getting the best product.

Use of our supplements in pregnant or breastfeeding dogs has not been tested. Please check with your veterinarian before giving our supplement chews to a dog that is pregnant or breastfeeding.

Always store your jar in a cool, dry space where your pup does not have direct access. However, if your dog does consume more than the recommended daily amount, observe your dog for any abnormal behavior and contact your vet if you have any concerns. Our products are made with natural ingredients and are rigorously tested to ensure our products meet the highest quality standards.

All of our products are made with the highest quality natural ingredients and we avoid using wheat, corn, soy, or GMOs. All dogs are different and if they have any known allergies, you can always find an ingredient list on the product label or product listing anytime. We are also happy to email our label to your vet upon request for review and always encourage you to consult with your vet if you have any concerns regarding your dog’s diet

We strongly recommend you consult your vet before starting your pup on our supplements, having them check the ingredients ahead of purchase. Also, please follow the feeding guide that best suits your dog’s weight and size. You can also reach out to our customer support team if you require additional information on ingredients.

All of our premium pet supplements are formulated and manufactured in the U.S. in GMP certified, FDA registered facilities. Our ingredients undergo rigorous third-party laboratory testing for highest quality standards. We ship every product from our FDA approved warehouse. We know how much our customers care about their pets and are committed to give them quality supplements.

Our products are safe for all dog breeds, but we also know each dog is unique with specific health needs. Should you have concerns about the product, we strongly suggest you consult your veterinarian. You can also contact our customer service team with any questions.

The accurate product dosage information will be on the label and our website page. Select your product to access the correct dosage for a specific dog weight or age.

General

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.

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

Orders and Refunds

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 180 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 180 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 180-day return policy. If more than 180 days have passed, we cannot offer a refund or exchange.

If you need to start a return, submit your request here.

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.

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.

Subscription Management

How do I place an order? If you are logged into your account, please click on "Products" in the upper right hand corner:

You can then select the items you'd like and check out.

If you are not logged in or do not have an account you can shop by category, pet, or get a general product list using the menu options at the top of the page:

If you'd like some suggestions, scroll down the page to see some of our most popular products:

Click the "Shop Now" button, make your selections, and check out.

If you still need help, let us know!

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.

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 our 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.

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