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Frequently Asked Questions
We have answered some of the most frequently asked questions below. If you have questions or concerns that are not addressed, please feel free to contact us - we would love to help! You may call our customer service team at 028 311 0470, leverage the live chat feature, or email us at customerservice@petwellbeing.com.
How does your 90-day guarantee work?
Our guarantee is quite simple! If you need to send any of our products back to us for any reason, please contact customer service for a return authorization number, and instructions to get the order back to the correct location. There is only one facility which processes refunds for us, so we do not recommend requesting a return-to-sender for any shipments, unless this has been specifically requested by our customer service team.
Full details on our 90-day money-back guarantee can be found here: https://petwellbeing.com.au/pages/guarantee
How are your supplements administered?
In addition to some pets denying receiving supplements directly into their mouth, each pet responds differently to the treatments they receive and/or may have certain sensitivities to some ingredients.
In order to minimize the risk of gastrointestinal upset, and to circumvent any challenges with trying to get your pet to accept our products, we suggest dropping our tinctures directly into your pet's regular meal. If your pet is particularly keen at detecting changes to their regular food, you may like to try administering alongside a new treat or something they may not be as familiar with, flavor-wise.
Otherwise, weaning onto the product is also a great option! You may like to start with just a drop or two, and gradually increase over a few days or so, until you reach the full recommended dose for your pet's weight.
If your pet is not eating, you could add it to a small amount of water or broth (an amount they will consume in one sitting).
If you have to, you can administer directly to the mouth, but if you're going to do it that way, we would suggest measuring the dose into a separate syringe and mixing with some food or water before giving it to your pet. This makes it more palatable, and can avoid contaminating the product.
In short, any way you are able to get our supplements into your pet would be just fine!
What are the dark bits inside the dropper of my liquid product? Is it still safe to use?
It is normal to see some precipitation of herbal materials within the dropper or in the liquid itself. This occurs when the extracted herbs partially settle out of solution over time, and is a completely natural process. There is no reduction in potency of your product or any safety concerns with using the product; simply shake well before measuring out the dose!
Help! I have given too much to my pet!
One of the benefits of herbal/natural products is that it is pretty difficult to actually "overdose" a pet on our supplements.
If the body can not absorb all of what is administered, it is generally passed through the body via the normal elimination channels. If your pet feels overwhelmed by the amount of product given, it is possible that there may be some diarrhea or vomiting, but in most instances if or when other customers have done something similar, there really wasn't any need for great concern.
If you see any behavioral changes or any kind of reaction in your pet, please do not hesitate to consult your veterinarian.
My product seems different this time around. Why?
With our supplements, it is very commonplace for the smell, taste, color, viscosity, and so forth to vary from batch-to-batch. That said, we test everything which we manufacture, every time it is created; we do not do occasional or random testing. Considering the nature of our supplements, we need to make sure that everything is as it should be!
Our rigorous inspection process screens out any contaminants and verifies the identity and potency of all ingredients before the materials are ever released into manufacturing. Our internal testing and verification processes - which help Pet Wellbeing ensure identification, purity, strength and composition - include:
Multiple analytical and microbial screenings
Irradiation detection
Pesticide screening
Identity confirmation
Vitamin assays
Mineral and heavy metal assays
And so on!
As such, if what you have received seems different from what you had before, please rest assured that this is not from a 'bad batch'; rather the raw herbs used to make the supplement may have been harvested at a different time of year, or perhaps grown in a different location than what was used for the previous bottle you had used.
What is the "natural bacon flavor?"
The natural "bacon" flavor which is in the majority of our supplements is a proprietary blend, thus we are unable to disclose or itemize which natural ingredients create this flavor, however we can confirm the following, according to our manufacturer:
- the base of the flavor is glycerin - it contains no propylene glycol or animal products what-so-ever - the flavor comprises 3% of each liquid tincture - all ingredients in the flavor are sourced in nature - it does not contact any hydrolyzed vegetable protein
Our manufacturer has issued an allergen statement. It is guaranteed (to the best of their ability) to be free of the following allergens:
- peanuts
- soybeans
- dairy
- eggs
- fish
- crustacea
- tree nuts
- wheat
This is the nutritional profile (per 100 grams):
Calories (KCal) 429
Protein (g) 0.00
Total Fat (g) 0.00
Trans Fat (g) 0.00
Total Carbohydrates (g) 99
Fiber (g) 0.00
Other Carbohydrates (g) 0.00
Simple Sugars (g) 0.00
Calcium (mg) 0.00
Iron (mg) 0.00
Sodium (mg) 0.00
Vitamin A (IU) 0.00
Vitamin C (mg) 0.00
All ingredients contained in this product are approved for use by a regulation of the Food and Drug Administration or are listed as being generally recognized as safe.
With regard to your ingredients, what does "wild harvested" mean?
This term applies to herbs which are sourced in the wild. This can mean a lot of things to a lot of people, so here are some greater details:
The herbs sourced this way are bound to a set of stringent guidelines, which include rules such as having to be located a certain distance from businesses, industries, and roads; they truly are in the wilderness.
This does imply that they would also be non-GMO, organic, and free of any pesticides, though because these plants are not grown in a controlled environment, we can not claim that they are such.
Another note: wild herbs are provided to manufacturers in their complete plant form, which allows the purchaser of these ingredients to be able to assess the quality of the herb prior to sale or use.
Please rest assured that these plants are just as high quality as those which are obtained from nurseries/growers, and this is a sustainable practice!
Where do you ship from?
We have several international warehouses to best service our customers, depending upon their region. For our Australian customers, we do have a selection of products stocked in the UK to serve your shipping needs.
What shipping options do you offer?
All shipping options are details on our site here: https://petwellbeing.com.au/policies/shipping-policy
Orders placed for delivery within Australia will be shipped with Royal Mail from our warehouse in England. The delivery estimate is 5 to 7 business days, but may vary based on customs clearance. Please allow up to one business day for processing if your order is placed after 6:00p.m. PST (or 1:00p.m. GMT+11)
Do note that we use Amazon fulfillment as well.
If you have any particular shipping requests, please contact our customer service team to see what they may be able to do to suit your needs!
Please review our shipping policy for additional information.
Can I cancel or change my order after I place it?
Our warehouse staff work quickly and efficiently to ensure your order is processed as quickly as possible, which means that there is no guarantee that changes may be able to be made once the order has been submitted.
If the order needs to be edited or cancelled, please contact us immediately and we will do our best to accommodate your requests. Submissions received outside our our regular operating hours may not be actionable.
I just received my order, but something is wrong!
If there are any issues with the order which you have received, we do apologize! In some instances, human error may occur, or there may be automation which is not functioning properly. We do our best to prevent these issues, but appreciate your understanding as we correct it for you. Do note that if you seem to be missing an item, there may be a second package on the way to you, as we do split-ship orders in some instances.
Please contact us right away to let us know what the problem is, and do not discard any materials associated with the order until you have done so. There may be additional information we require to best assist you - packing slip details, or a photo of the parcel to assess damage, for example. We will work as swiftly as possible to ensure any and all issues are resolved.
Where are your ingredients sourced from?
Our ingredients are sourced from qualified suppliers who meet our stringent vendor qualifications, and rigorous GMP standards, including the highest quality of purity and safety. They are organically cultivated, sustainably harvested, or selectively imported.
What do these terms mean?
Organic herbs are grown by farmers with organic certification for their farms. We use organic herbs whenever possible.
Sustainably harvested herbs are plants collected in the wild, also referred to as "wild crafted" plants. There are strict guidelines for harvesting in the wild (i.e. keeping the growth sustainable; picking away from any source of pollution, etc.).
Selectively imported herbs are herbal ingredients that must be imported because they don't grow in the U.S.. These herbs are purchased from credible, established suppliers that pass our quality audits. Additional precautions and testing are applied to imported material.
Where are your products manufactured?
Our products are manufactured in the USA and Canada in GMP-certified facilities.
Is this FDA approved?
Dietary supplements are regulated by the FDA under the Dietary and Supplements Health & Education Act (DSHEA) of 1994. Supplements do not require 'FDA approval' but must comply with DSHEA regulations. We work strictly with FDA-registered, cGMP-compliant facilities in the USA to ensure that all ingredients and products adhere to strict quality control guidelines from start to finish.
Do you offer wholesale opportunities?
We do! To apply for a wholesale account, please fill out our online wholesale inquiry form here: https://petwellbeing.com.au/pages/wholesale. Our wholesale division will review and follow up with you, typically within 2 business days.
Are your reviews real?
Yes. Our reviews are 100% legitimate, from real customers who have used our supplements. They are handled by an external, unrelated third-party to ensure no bias.
Can your products be used with other medications?
If your pet is receiving any medications or other form of treatment (including prescription or over-the-counter), or have any particular health conditions, you may check with our customer service team regarding the known cautionary warnings for each individual supplement (which may also be reviewed under the 'directions' tab on each product page), though we do always suggest consulting with your veterinarian prior to making any changes to your pet's health care routine.
How should I store my product/s?
Our liquid tinctures do not require refrigeration, at all. There is no harm in keeping them in the fridge, if you would prefer to, though this can change the consistency of the liquid and may make it a bit more difficult to dose accurately. The base the herbs are suspended in will protect the potency and quality of the supplement, though it is recommended to store our products away from direct sunlight, in a cupboard or drawer.
The same applies to capsules and/or powders: the ingredients have already been dried and are preserved as part of the manufacturing process. However, if the product contains probiotics, you may like to keep it in the fridge.
Why does my 4 oz bottle say "Large Canine"? I have a small dog and/or a cat!
We understand that this may be confusing! Though the label indicates the product is intended for bigger dogs, the formulation, ingredients, and potency are all the same as our 2 oz bottles. As such, it is 100% safe for any size of cat or dog. If you require any assistance with dosing information, please feel free to contact us, and we will be happy to help you.
In order to make this more clear to our customers, we are in the process of changing the label to replace the "Large Canine" header with "Value Size".
If most of your products are the same for cats and dogs, why do you have separate product listings ('for cat', 'for dog')?
We understand if this may be confusing for some of the visitors on our website!
The reasoning behind this is primarily linked to internal and external search functions. For example, if you are solely a dog (or cat) owner, and you are looking for a supplement for the type of pet you have, you would not be seeking a product 'for cats and dogs' - you would be seeking an item for the type of pet that you have. In essence, it boils down to keywords; we simply want to make it easier for our customers, or potential buyers, to find what they are looking for.
The majority of our supplements are interchangeable, with the exception of a couple of products.
If you happen to notice that the band on the lower portion of your bottle is blue instead of green, or vice versa, this is also linked to the above. We use this for inventory and marketing purposes, but it does not indicate a difference in the supplement itself.
If you have any concerns, please reach out to us!
When I ordered previously, I received a glass bottle, but this time it's plastic. Why?
We are transitioning from glass to plastic bottles for a few different reasons, but primarily because of customer feedback. There have been too many instances wherein a bottle arrives smashed due to being mishandled during the delivery phase, or it has been dropped or a pet knocked it over, and the bottle broke. Providing a plastic bottle helps to mitigate these issues without compromising the integrity of the product inside. Our customers rely on our products to treat their pets; when an item arrives broken, this is disheartening and adds stress on top of an already stressful situation. Many rely on our products to care for their pets; we endeavor to allow our clients to start their pet's treatment sooner as opposed to later.
The walls of the glass bottles need to be much thicker to avoid breakage during transit, whereas the walls of the plastic bottle are much thinner. Even though it looks like the bottles are different sizes, the volume of the inside of the bottle is the same. if you were to pour the contents out to measure, the amount of liquid would be the same in both types of bottle.
These bottles are very high quality, non-BPA, and made from recycled plastic. In addition to this, the manufacturer of our products is certified by a number of governing bodies, such as the FDA (in the USA), and meets their quality control standards. These bottles are also lighter, which means there are also less fuel costs associated with transporting these items. All things considered, we feel that this was a positive change for our customers, business, and the environment.
