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Frequently Asked Questions

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Delivery

We have made it as quick and simple as possible to track your order progress! All you need to do is enter in your order number, that will have been 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 at the bottom of the page.

We offer free shipping on all subscription and multipack orders across our entire product range.

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

All of our products are sent via Royal Mail. 

You will not need to sign for your orders from us!

Unfortunately, you are not able to 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.

If you would like to amend or change your shipping/billing address you can do so easily by filling out the customer service contact form here, providing details of the shipping/billing information to be updated. One of our customer service representatives will then be able to process your request for you.


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 that you do so as soon as possible, this is because once an order has been dispatched from our warehouse, we are unable to update details such as this. If you require assistance in relation to an order that you believe was dispatched to the wrong address, for example, then please kindly contact our customer service team here as soon as you can, as they will be able to provide you with further assistance.

Firstly, if this does happen then we sincerely apologize for the inconvenience. If your order is lost in transit then we recommend that 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.

Subscription

A subscription is the best way to experience Petlab and all of our great products! As a subscription customer, all products are available at a discounted price, you will receive regular free gifts, and much more! 

If you would like to amend your subscription all you need to do is submit your request via this link here, and a customer service agent will be in touch to confirm the update in 24-48 hours.

If you would like to change the items in your subscription, then all you need to do is fill out our customer service contact form. Delivery frequency updates can be requested via the order management link, which you can find here.

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

If you would like to change your subscription payment method then you can do so by contacting customer support via the contact form here, providing details of your request to change your subscription payment method.

We will be sorry to see you go! 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. We have made it simple and very easy to do so, all you need to do is submit your request to cancel your subscription via this link here.

Returns & Refunds

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

At Petlab Co., we offer a 30 day return policy to our customers. If more than 30 days have passed since your purchase, we unfortunately can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must be sealed, unopened and returned within the 30 day window indicated above.

If you need to initiate a return, please do so here: https://petlabco.co.uk/pages/support-service

Yes, you can! If you would like to return or exchange an item, or all of the 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 that you received them in, all items must therefore be sealed and unopened.

To complete a return on your subscription order, all you need to do is go to this page https://petlabco.co.uk/pages/support-service to submit your return request, and a customer service agent will contact you within 24-48 hours to follow-up and process your return.

If your product is faulty then we will happily provide an exchange for you. If you want a different product then you can return it to us unused within 30 days for a full refund and then place another order.

The return label that we will provide you with will have a tracking number included, you can then use this number to follow the parcel's journey back to us via the courier’s website. 

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

Order Issues

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. All we would need for you to do is to fill out the customer support form detailing the condition of the products they received, and our customer service agent will be in touch within 24-48 hours with a return label, and will then process an expedited replacement order for you.

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. All we would need for you to do is to fill out the customer support form detailing the condition of the products they received, and our customer service agent will be in touch within 24-48 hours with a return label, and will then process an expedited replacement order for you. 

We’re very sorry you have received the wrong product in your order. Please contact our customer service team by phone +44 20 3322 4702 or via email (support@thepetlabco.com) as soon as possible so that we can get the correct order out to you, along with a returns label to send the unwanted product back to us. We apologize for the inconvenience.

Firstly, we’re very sorry you still have not received your order. If you find that the delivery tracker is telling you your package has been delivered, please contact our customer service team by phone +44 20 3322 4702 or via email (support@thepetlabco.com). We will investigate the situation and update you as soon as we’re able with information.

If you believe your order has been delivered to the wrong address, please contact our customer service team by phone +44 20 3322 4702 or via email (support@thepetlabco.com). We will investigate the situation for you, amend the information, and get your order sent to the correct address as soon as possible.

Not to worry, just contact our customer service team by phone +44 20 3322 4702 or via email (support@thepetlabco.com) as soon as possible so that we can adjust your order or get the correct items out to you as soon as possible.

Not to worry, just contact our customer service team by phone +44 20 3322 4702 or via email (support@thepetlabco.com) as soon as possible so that we can adjust or cancel your order as soon as possible. If the order’s been fulfilled, you can refuse the delivery on arrival or request a return label from our customer service team, and your refund will be processed once we receive the returned order.

Products

Products ordered from our UK store are made in Ireland. 

Our products are completely safe for all dog breeds, but we know each dog is unique, with their own needs. We strongly recommend you consult your vet before you decide to start your pup on our supplements, for peace of mind and to make sure they will be safe. Also, please always follow the feeding guide that best suits your dog’s weight and size. This will help you supply your pup with the correct daily dosage for their specific size & breed.

The accurate product dosage information can be found on the label and on our website. Select your required product, you’ll be able to access the correct dosage for specific weights or age.

The expiration date can be found on either the label or the bottom of the container. It should be printed clearly. If you’re unable to find the date or it is not clear, please contact our customer service for more information.

Our products are completely safe for all dog breeds, but we know each dog is unique, with their own specific health needs. We strongly recommend you consult your vet before you decide to start your pup on our supplements, for peace of mind and to make sure they will be safe. Also, please always follow the feeding guide that best suits your dog’s size.

General

You can reach one of our dedicated customer service reps by phone on +44 20 3322 4702 and email support@thepetlabco.com and we'll get back to you within 24 hours with a response. Or alternatively, follow the ‘contact us’ link found at the bottom of our website pages and fill in the ‘Support Service’ form - here. A member of staff will get back to you within 24-48 hours.

Our customer service team are available between the hours of 9:00 am to 17:00 pm (GMT)

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

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

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