If you have any questions, need help with your order, or have a question about the right product for your needs, our customer service team is happy to assist. Get in touch using our Contact Form. 

We aim to respond within 1–2 working days, but we’ll always try to get back to you as quickly as possible.

To join our mailing list, simply scroll to the top or bottom of our website and enter your email address in the sign-up box. You’ll receive:

• 10% off your first order
• Exclusive offers and early access to promotions
• Helpful tips and updates about our probiotic products and more.

We’d love to keep in touch with you and promise not to flood your inbox.  You can unsubscribe at any time.

No hard feelings - we understand!

To unsubscribe, simply click the “Unsubscribe” link at the bottom of any of our emails. Alternatively, get in touch and we’ll remove you from the list manually. If you change your mind, you’ll always be welcome back at any time.

Creating an account is quick and easy! Just click the “Sign Up” link at the top of our website and follow the steps to register. Once you’re set up, you’ll be able to track orders, save your details for faster checkout, and view your full order history anytime.

No, you’re welcome to check out as a guest if you prefer.

Creating an account makes shopping with us even easier. With your own login, you can:

• Track your orders from dispatch to delivery
• Save your shipping and billing details for faster checkout
• View your full order history whenever you need it
• Receive exclusive offers, updates, and helpful tips by email

It’s quick to set up and completely free!

If you’ve forgotten your password, don’t worry, it’s easy to reset. Just click “Forgot Password” on the login page and follow the steps to securely create a new one. You’ll receive an email with a link to reset it. If it doesn’t appear right away, be sure to check your spam or junk folder.

Firstly, please check your spam or junk folder, just in case the email ended up there. It’s also worth double-checking that your email address was entered correctly when requesting the reset.

Still no sign? Please contact customer service for assistance.

It’s easy to update your email address! Simply log in to your account and head to “Account Settings” to update your email address. 

If you run into any issues or prefer us to do it for you, just get in touch and our customer service team will be happy to help.

Unfortunately, past guest orders can’t be added to a new account. However, we can retrieve your previous order details if you need them. Just contact us with your name and what you are looking for, and we’ll get back to you as soon as we can.

If you need a VAT invoice, please contact us with your name and order number and we will provide a full VAT invoice for you.

We’ll be sorry to see you go! But if you’d like to permanently close your account, simply email get in touch with us. We’ll take care of it promptly and in full compliance with GDPR guidelines.

If you have any questions or if there's anything at all that we can do to help you before you decide, please just ask.

Yes. We take your data privacy seriously. Your account details are stored securely and never shared with third parties. You can read more in our Privacy Policy.

Yes, we do! When you sign up for our email updates (you’ll find the link in the top menuor footerof our website), we’ll send you a 10% off coupon code to use on your first order.

We're so sorry you haven't received your welcome code yet. Firstly, please check your spam or junk folder as occasionally our emails land there by mistake. 

If you still can’t find it, just get in touch with us and we’ll make sure your 10% discount code is sent to you right away.

You can apply your discount code before checkout, on the View Basket page:

1. Click on the ‘Your Basket’ icon at the top of the page
2. Select ‘View Basket’
3. Enter your code into the ‘Coupon Code’ box beneath your listed items (on the left side)
4. Click ‘Apply’. Your discount will be added before you proceed to payment

If you run into any issues, feel free to contact us. We are here to help!

We are sorry you have not been able to use your discount code. Please check the spelling and if it is within the expiry date if it has one. If these are correct, please contact customer service for assistance.

Unfortunately, we’re not able to apply discount codes after an order has been placed. 

To make sure you don’t miss future offers, we recommend signing up for our email updates. You’ll be the first to hear about new discounts, exclusive deals, and special promotions.

Thanks for understanding and for shopping with us!

Yes, we do! If you’re a reseller, pet professional, orcommercial buyer, we’d love to work with you. Visit our Become a Stockist page to learn more or get in touch with us directly to discuss bulk pricing, trade terms, and how we can support your business.

Placing an order is quick and easy. Simply browse our website and add the products you’d like to your basket. When you're ready, go to the secure checkout and follow the steps to enter your details, choose your payment method, and complete your purchase.

Yes, we offer a Next Working Day Courier Service (UK only) at checkout for an additional fee.

However, to qualify for next-day delivery, please place your order before 12pm (UK time) on a working day. Please note that:

• Orders placed after 12pm are dispatched the next working day.
• Orders placed after 12pm on Friday through Sunday are dispatched on Monday, for delivery on Tuesday. (This courier option is still quicker than our standard 2–3 day Royal Mail service).

If you’re unsure or need your order urgently, feel free to contact us and we’ll do our best to help.

We don’t offer local collection from our warehouse, but you might be able to find what you need nearby. Check our Stockist Map to find trusted retailers that stock our products in your area. If you need help locating one, feel free to contact us.

We’re so sorry the item you need isn’t currently available.

If you’re on the product page, look for the “Notify Me When Available” link. Click it to enter your email address, and we’ll send you an automated alert the moment the item is back in stock.

Please note that signing up for a restock alert does not reserve the item, and there’s no obligation to purchase. If you need something urgently, feel free to contact our customer service team as we may be able to recommend a suitable alternative.

We don’t offer back orders currently. However, you can sign up for a restock notification on any sold-out product. Just click the “Notify Me When Available” link on the product page and enter your email address. We’ll let you know as soon as it’s back in.

If you need help finding an alternative product in the meantime, feel free to contact us. We are here to help.

We’re really sorry you’re having difficulty at checkout. We appreciate how frustrating that can be. If your order fails or won’t go through, please contact us for assistance.

We accept all major credit and debit cards, as well as PayPal, Apple Pay, Google Pay, and Klarna - so you can choose the option that works best for you.

Yes, we accept most internationally issued credit and debit cards. If you experience any issues at checkout, please contact our customer service team.

PayPal is a secure online payment service that lets you pay using your bank account or credit card, without sharing your financial information. It’s fast, easy, and widely trusted around the world.

Stripe is the secure payment processor we use to handle card payments. It protects your financial data and ensures your transaction is processed safely.

Yes, we offer Klarna at checkout, so you can spread the cost of your order. You’ll see the full payment plan and any fees (if applicable) before confirming your order.

You’ll receive a confirmation email with all your order details shortly after you place your order.

You’ll receive a second email once your order has been processed and dispatched. This will include your delivery tracking information, so you can follow your parcel right to your door.

If you haven't received an order notification, please check your spam or junk folder. If it’s not there, please contact us for an update on your order status.

When your order has been dispatched, you’ll receive an email with a tracking number and a link so you can follow its journey, whether you're in the UK or overseas. Please note this may come from our trusted delivery partner, Task Fulfilment Ltd.

If you can’t find your tracking email, please check your spam or junk folder. If it’s still missing, please contact us for assistance.

Yes, providing your order hasn’t been packed or dispatched, we’ll do everything we can to help.

If you’ve ordered the wrong item, forgotten to add something, need to edit your delivery address, or something else just get in touch as soon as possible. Please include your order number.

If your order is still being processed, we may be able to:

• Edit your order
• Add items without charging additional postage
• Adjust product choices or quantities

Once your order has been dispatched, we’re unable to make changes - but don’t worry, we’ll guide you through a return or exchange if needed. If its an address issue, we will do our best to support you.

If you need to cancel your order, please contact our customer service team as soon as possible and include your order number. We’ll do our best to help, but please note that cancellation is only possible before your order has been dispatched. 

If your order has already left our warehouse, you can either:

• Refuse delivery, and it will be returned to us automatically
• Return the parcel once it arrives.

In either case, we’ll issue a full refund once we’ve received the item back in its original condition.

We’re really sorry if your order isn’t quite right. Mistakes are rare, but we completely understand how frustrating they can be. We’ll fix it as quickly as possible.

Please contact our customer service team as soon as possible and let us know:

• What you received
• What you were expecting
• Your order number
• A photo of your order.

We’ll arrange a replacement or return straight away. Thank you for your patience while we put things right.

Looking to return an item? Visit our Returns  page for more information.

We’re sorry if your order arrives damaged or leaking. We take great care with our packaging, so appreciate you letting us know when something goes wrong. 

Please contact us as soon as possible so we can assist (and help prevent it happening again by providing feedback to our packing and courier teams). 

Please include:

• A photo of the damaged or leaking item
• A photo of the outer packaging it arrived in
• Your order number

Once we’ve received the details, we’ll arrange a replacement or refund as quickly as possible.

Looking to return an item? Visit our Returns  page for more information.

Don’t worry - the transit time during delivery won’t affect their performance.

Your probiotic products will still be effective even if they arrive a little colder than expected. While we don’t recommend freezing as a rule, our lab has tested the products at –20°C with no loss of probiotic activity. They may just take a little time to “wake up” and become active again.

However, being in prolonged heat above 30°C can reduce effectiveness. If possible, avoid leaving your parcel in direct sunlight or outdoors on very hot days. If you’re expecting a delivery during a heatwave, consider using a safe indoor place or an alternative delivery address.

If you're ever unsure, feel free to contact us. We are always happy to help.