Shipping Information
Thank you for selecting Canine Biome & Enrichment Centre for your dog’s wellness needs. We strive to process and ship all orders promptly and safely. Please review the information below regarding shipping of our canine supplements, wellness products, and microbiome and other testing kits.
At this time, we are only shipping to the USA. Please feel free to email us for information regarding shipping to destinations outside of the USA.
Order Processing
Orders are generally processed within one to two business days after they are placed. Orders are not typically processed or shipped on Sundays or U.S. federal holidays. During periods of high order volume, product launches, promotions, or holidays, processing times may be longer. If there is an unexpected delay with your order, we will make reasonable efforts to notify you.
Shipping Methods and Delivery Times
Available shipping methods and estimated delivery times will be displayed at checkout. Typical delivery estimates are approximately three to seven business days. Delivery times are estimates and are not guaranteed. Once an order has been transferred to the shipping carrier, delivery may be affected by weather, carrier delays, holidays, incorrect addresses, or other circumstances beyond our control.
Shipping Rates
Shipping charges are calculated and displayed at checkout based upon the items ordered, shipping destination, package weight, and shipping method selected. We usually ship via US Postal Service priority mail so we can track deliveries. From time to time, we may offer free or discounted shpping promotions. Any applicable promotion will be displayed on the website or at checkout.
Shipping Address
Please carefully review your shipping address before completing your purchase, especially if your shipping and billing addresses are different. We are not responsible for delays, returned packages, or additional shipping charges resulting from an incorrect or incomplete shipping address provided by the customer.
If you discover an address error shortly after placing your order, please contact us as soon as possible. We will make every reasonable effort to update the address before the order ships, but we cannot guarantee that changes may be made after an order has entered processing.
Order Tracking
When tracking information is available, a confirmation email containing the tracking number and carrier information will be sent to the email address provided with the order. Please allow some time for tracking information to become active after the package has been shipped.
Microbiome and Other Testing Kits
After receiving your testing kit:
- Follow the collection instructions included with each kit
- Collect and prepare your dog’s sample according to the instructions
- Send the sample using the provided return materials and instructions directly to the laboratory in CA
- The laboratory will process the sample upon receipt
Testing results are subject to laboratory processing times and are not necessarily included in the estimated delivery time.
Multiple Items in an Order
If your order contains multiple products, supplements or testing kits, items may be shipped together or in separate packages depending upon product availability, fulfillment location (NJ, DE, and CA), and shipping requirements. If your order must be shipped from different fulfillment locations, you are only charged for shipping from one location at the most cost-effective method possible. We may provide you with more than one tracking number for a single order.
Lost, Stolen, or Damaged Packages
Once an order has been delivered to the shipping address provided at checkout, we are generally not responsible for packages that are lost or stolen after delivery. If your tracking information indicates that your package was delivered but you cannot locate it, we recommend checking with other members of your household, neighbors, building management, or the carrier.
Undeliverable or Returned Packages
Packages may be returned to us because of an erroneous address, unsuccessful delivery attempts, refusal of delivery, or other carrier-related circumstances. If a package is returned to us, we will contact you regarding available options. Additional shipping charges may apply if the package nees to be reshipped.
Contact Us
If you have questions about your order, shipping status, or a microbiome or other testing kit, please contact us using our online form and provide your details or order number.
Phone: 888-505-9907
Business Hours:
Monday to Friday: 9:00 to 5:00 EST
Saturday: 9:00 to 4:00 EST
Sunday: Closed
Return Policy
Thank you for shopping with Canine Biome & Enrichment Centre. We want you and your dog to have a positive experience. This policy explains when returns, refunds, and replacements are available for our canine microbiome test kits, ear, skin, mineral analysis, all other test kits, and dog supplements, wellness and enrichment products.
Microbiome and all other Test Kits
Unused Test Kits
You may request a return within 14 days of delivery if the kit is:
- Unused and unopened
- In its original packaging
- Not damaged, contaminated, or altered
Approved returns may be refunded to the original payment method, less any applicable shipping charges.
Used or activated Test Kits
Because microbiome test kits, and all other test kits, involve biological samples and laboratory processing, we cannot accept returns or issue refunds once:
- The collection kit has been opened or used
- A sample has been mailed or submitted
- The laboratory has begun processing the sample, or
- The test has been activated, where applicable
If your kit is defective, missing components, damaged during shipping, or cannot be processed because of an issue attributable to us, please contact us within 14 days of delivery. We may provide a replacement kit or refund at our discretion.
Test Results
Refunds are not available based solely upon dissatisfaction with test findings, including results that are unexpected, incomplete, or do not meet your expectations. Test results are informational and are not a substitute for veterinary diagnosis or treatment.
Canine Supplements and Products
You may request a return within 14 days of delivery for eligible supplements that are:
- Unopened and unused
- In the original, sealed package, and
- Not expired or damaged
For safety and hygienic reasons, we cannot accept opened or used supplements. However, if your dog experiences an adverse reaction, contact us promptly at (insert email). Do not continue giving the product until you have consulted a veterinarian. We may request photographs, the product lot number, and other data to investigate the issue and determine whether a refund or replacement is appropriate.
We do not guarantee that a supplement or product will produce a particular health result, as outcomes may vary among dogs.
How to Request a Return
To request a return, email (insert address) with:
- Your order number
- The product you would like to return
- The reason for the return, and
- Photos, if the product is damaged or defective
Please do not send products back until we provide return instructions. Unauthorized returns may not be eligible for a refund. You are responsible for return shipping costs, and we strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned products.
Refund Processing
After we receive and inspect an eligible return, we will notify you whether the refund has been approved. All approved refunds will be issued to the original payment method within five to 10 business days. Your bank or payment provider may require additional time to post the refund.
Original shipping charges are non-refundable unless the return is due to our error, or is defective.
Contact Us
For return or refund questions, please contact us:
Canine Biome & Enrichment Centre
Email: Insert address
Phone: 888-505-9907
Business Hours:
Monday to Friday: 9:00 to 5:00 EST
Saturday: 9:00 to 4:00 EST
Sunday: Closed
