FAQ
Answers about orders, shipping, test kits and our products.
Orders & Shipping
Where do you ship?
We currently ship within Canada only. Available shipping options are shown at checkout based on your address.
How much is shipping?
Standard shipping within Canada is CA$6.99. Orders of CA$49 or more ship free, and the discount is applied automatically at checkout.
When will my order ship?
Orders are processed within 1–2 business days. Orders placed on weekends or holidays are processed the next business day. You’ll get an email with tracking once your order ships.
How long does delivery take?
It depends on your location and carrier. Allow 1–2 business days for processing, plus carrier transit time. Remote or rural areas may take longer.
My order shows as delivered, but I can’t find it.
Check around your door, mailroom or building, and allow 2–3 business days, as carriers sometimes mark packages delivered early. Then contact the carrier with your tracking number. If it’s still missing, email us at info@pawomics.com.
Can I change my shipping address?
Email us at info@pawomics.com as soon as possible. We can’t guarantee changes once an order is being processed or has shipped.
Returns & Refunds
What is your return policy?
You can request a return within 14 days of receiving your item. Items must be unused, unopened and in their original packaging, with proof of purchase. To start a return, email us at info@pawomics.com. See our full refund policy.
Can I return a test kit?
Unused and unregistered kits can be returned within 14 days of delivery. Once a kit is activated, a sample is collected or a sample is sent to the lab, it can’t be returned. The prepaid mailer in your kit is for sending your sample to the lab, not for product returns.
Can I return opened probiotics or treats?
For health and safety reasons, we can’t accept returns of opened, used or consumed products.
Who pays for return shipping?
For change-of-mind returns, you cover return shipping, and original shipping charges aren’t refunded. If your item arrives damaged, defective or incorrect, we cover the return shipping.
My order arrived damaged or incorrect.
Email us at info@pawomics.com with your order number and photos of the item. Once we confirm the issue, we’ll arrange a replacement or refund.
When will I get my refund?
Once we receive and inspect your return, we’ll let you know if it’s approved. Approved refunds go back to your original payment method within 10 business days. Your bank may take a little longer to post it.
Do you offer exchanges?
We don’t offer direct exchanges. Return the eligible item, then place a new order for the product you’d like.
Test Kits
Which test should I choose?
Choose the Gut test for digestion and stool changes, the Skin test for itching, paw licking or coat concerns, the Oral test for breath and mouth health, and the DNA Health Test for breed, traits and genetic health.
Are the tests for dogs and cats?
Yes. Every Pawomics test kit works for both dogs and cats.
How do I activate my kit?
Find the Kit ID on the barcode sticker on the side of the box, then enter it on our Activate Kit page before you send your sample.
How do I collect the sample?
Each kit includes a step-by-step guide. The Gut test uses a small stool sample, the Skin and Oral tests use a swab of the area, and the DNA Health Test uses a cheek swab.
Is shipping to the lab included?
Yes. Every kit includes a prepaid return mailer for sending your sample to the lab.
Do I need a test before buying probiotics?
No. Our probiotics can be part of daily care on their own. A test simply adds more information if you want it.
Results & Reports
How long do results take?
About a month after the lab receives your pet’s sample. We’ll email you when your report is ready.
What’s in a report?
Each report starts with a plain-language summary and your pet’s top priorities, then goes into more detail. Microbiome reports include a 90-day care roadmap. See our sample reports.
Can a test diagnose my pet?
No. Our reports give you clearer information to discuss with your veterinarian. They don’t diagnose, treat or replace veterinary care.
Can I share my report with my vet?
Yes. Reports are written to be easy to share with your veterinarian.
When should I retest?
For microbiome tests, many pet parents retest about every 6 months. After a diet or supplement change, wait at least 6–8 weeks so results reflect the new routine. The DNA Health Test doesn’t need to be repeated, as your pet’s DNA doesn’t change.
Probiotics
What’s the difference between 3-in-1 and Probiotics-5?
Probiotics 3-in-1 is a stick powder with prebiotics, five probiotic strains and postbiotics, one stick a day for any size. Probiotics-5 is a capsule with two probiotic strains and inulin, dosed by body weight.
How much should I give?
Probiotics 3-in-1: one stick a day for dogs and cats of all body weights. Probiotics-5: one capsule a day up to 20 kg (44 lb), two capsules a day over 20 kg.
How do I give it?
Sprinkle 3-in-1 over wet or dry food and mix gently, or mix it with water. Give Probiotics-5 whole, or open the capsule and mix the contents into food.
Can I give 3-in-1 and Probiotics-5 together?
We suggest choosing one. The Probiotics-5 label advises against using it with other probiotics unless your veterinarian recommends it.
Can I give probiotics with medication?
If your pet takes medication, check with your veterinarian first. For Probiotics-5, the label advises giving it two hours before or after other medications.
What does the VHP number on the label mean?
It shows the product was notified to Health Canada as a Veterinary Health Product. Probiotics 3-in-1 is NN.U1O0 and Probiotics-5 is NN.V0Y2.
Treats
What are the Veggie Jerky Treats made of?
Soft, plant-based cubes made with sweet potato, pumpkin and potato, with added prebiotic fibre (FOS and inulin). They contain no meat protein. The full ingredient list is on the product page.
Can cats eat them?
No. These treats are made for dogs only.
Are they a good choice for dogs on a diet?
They’re low in fat and easy to break into smaller pieces, so they can fit into a weight-control routine. Count treats as part of your dog’s daily food, and ask your vet for a target if your dog needs to lose weight.
How many can I give a day?
Toy dogs (1–5 kg): 5–15 g. Small (5–10 kg): 15–25 g. Medium (10–25 kg): 25–45 g. Large (25 kg+): 45 g+. Treats should make up no more than about 10% of daily calories.
Are they okay for dogs with allergies?
They contain no animal protein, but they do contain soy. For diagnosed allergies, review the full ingredient list with your veterinarian.
How should I store them?
Keep them in a cool, dry place and reseal the jar or pouch after each use.