For dogs, we recommend collecting a sample as soon as your dog poops, picking it up in a bag, and bringing it to your sampling area right away. For cats, the sample should be less than 8 hours old.
Orders & Exchanges
Gut Health Test
How fresh does the poop sample need to be for analysis?
Do I need to discontinue supplements or medications before taking a poop sample for analysis?
When possible, we recommend discontinuing antibiotics and probiotics at least 24 hours before taking a poop sample for analysis.
My pet is having diarrhea. Can I still send a poop sample for analysis?
Yes. Our test has been carefully optimized to account for loose stool or diarrhea. When you collect the sample, try to cover as much of the swab tip as you can, and be sure to break off the swab tip and leave it inside the tube.
Will my pet's sample be safe in the mail?
The sample tubes included in the test kit contain a special preservative that keeps the bacteria in your pet’s sample well protected at a wide range of temperatures for up to a year. We have received, and successfully analyzed, fecal samples shipped from 6 of the 7 continents. We recommend sending the tube(s) soon after you collect a sample, but the sample will be safe during transit.
Gut Restore Supplement
What is the Gut Restore Supplement?
The Gut Restore Supplement (fecal transplant in a capsule) provides a whole community of healthy cat- or dog-specific microbes that are sufficient to build a healthy microbiome and restore balance.
Why are some of my Gut Restore capsules different shades of brown?
The Gut Restore Supplement is a natural product that is gently preserved and processed. Small variations in diet, hydration status, or activity can result in capsules that are slightly different colors from one another.
Do the Gut Restore capsules need to be given whole, or can I break them open and mix them with food?
Whenever possible, the capsules should be given whole, and should not be opened. This is because the outer capsule has an acid-resistant coating that protects the bacteria during their journey through the stomach. Without the outer capsule as protection, the bacteria may die in the stomach.
Gut Maintenance Plus
What are the ingredients of the Gut Maintenance Plus supplement?
The active ingredients of the Gut Maintenance Plus supplement are: Saccharomyces boulardii; Bio-MOS (Mannan Oligo Saccharides); PreforPro: LHO1-Myoviridae, LL5-Siphoviridae, T4D-Myoviridae, LL12-Myoviridae.
The inactive ingredients are: Inulin from Organic Jerusalem artichokes; Rice Hull; Rice Bran; Medium-chain Triglycerides (MCT). Capsules contain modified cellulase, pectin, and water.
What is the shelf life of the Gut Maintenance Plus supplement?
From the time the Gut Maintenance Plus supplement is shipped, there will be at least 3 months of shelf life remaining.
How long should my pet take the Gut Maintenance Plus supplement?
The Gut Maintenance Plus supplement is intended for intermittent (on and off) use. On an ongoing basis, it is safe to use for up to 60 days at a time.
Oral Health Test
When is the best time to take an oral sample from my dog?
The best time to collect a sample is first thing in the morning, before feeding your dog. Food particles can contaminate the sample and make the results less accurate.
Orders & Exchanges
How do I cancel or change my order?
If you change your mind and would like to cancel or change your order, please contact us as soon as possible. Emailing us at firstname.lastname@example.org is generally the quickest way to get in touch; alternatively, you can give us a call at (888) 493-1727.
How can I enter a discount code?
First, add your desired item(s) to your cart. Then, navigate to your shopping cart by selecting the green “Shopping cart” button on the right side of the page. Next, select “Check Out” at the bottom of the page. Then, near the top of the page, towards the right side of the screen, there is a “Discount code” box.
How can I make an exchange?
We are happy to help with exchanges. To make arrangements for an exchange, please contact us. Emailing us at email@example.com is generally the quickest way to get in touch; alternatively, you can give us a call at (888) 493-1727.
What is your refund policy?
Effective: August 23, 2022
For U.S. and International Customers:
Full refund if shipped back at customer expense within 60 days of original date of purchase.
50% refund if shipped back at customer expense within 30 days of original date of purchase.
Empty product - no refund
Refund will be issued upon receipt in Oakland, CA
Should I upload my veterinarian resale certificate?
If you live in one of the following US states, you can upload a current resale certificate for your state to receive a sales tax exemption on purchases with AnimalBiome Veterinary.
Applicable states: AZ, CA, CT, FL, GA, IL, IN, MD, MI, MN, NC, NJ, NY, OH, TN, VA, and WA.
What shipping options are available within the US?
Shipping options for your location are calculated during the checkout process. This allows us to find the best possible rate for your shipment.
Where is your facility located?
Our facility is located in Oakland, California. Our shipping address is below:
400 29th St
Oakland, CA 94609
How can I track my order?
Once your order has shipped, you will receive an email that includes a link to tracking information. Visit this link to track your order along its journey.
How soon will my order ship after it is placed?
Most orders ship within 1-3 business days. Special requests may take longer to accommodate. If you have any questions about the status of your order, please reach out to us. Emailing us at firstname.lastname@example.org is generally the quickest way to get in touch; alternatively, you can give us a call at (888) 493-1727.
What countries do you ship to?
Updated December 8, 2022
We currently ship to the following countries with no restrictions (all products ship):
- Hong Kong
- South Africa
- South Korea
- United Arab Emirates
We currently ship to the following countries with some restrictions (we are not able to ship any Gut Restore products or Kits containing Gut Restore to these countries):
- United Kingdom (Great Britain)
How do I register my pet's sample?
- Create an account at app.animalbiome.com.
- Complete your pet’s Pet Profile.
- Select the “Register Sample” button at the top of the page. Then, provide the information about the sample and hit “Submit.”
What if my pet's sample ID is not accepted?
If your pet’s sample ID is not accepted, first please double-check the ID code on the sample tube. If the ID is correct, please contact us so that we can identify the problem. Emailing us at email@example.com is generally the quickest way to get in touch; alternatively, you can give us a call at (888) 493-1727.
How do I create an account?
What if I forgot my password?
If you forget your password, we can help you reset it. Visit app.animalbiome.com and select “Forgot your password” at the bottom of the gray box. Enter your email address that you used to create the account, and then we will email you a link so that you can reset your password.
Where do I find my pet's sample ID code?
The sample ID code can be found in two locations: first, it is printed on the sample tubes themselves; alternatively, it can be found on the front cover of the provided instruction booklet.
Price Protection Policy
For Gold Tier and Platinum Tier Veterinarians Only
Effective January 1, 2022
We protect registered Gold Tier and Platinum Tier veterinarian customers from price promotions of our products run on other websites. If a veterinarian client complains about seeing a comparable veterinary product for sale on another website for less than what they paid, we will make things right.
How this works: If a veterinary client complains about seeing a lower price for an AnimalBiome Veterinary product on another website the veterinary practice can reimburse the client for the difference between the advertised price. In turn, AnimalBiome Veterinary will provide a refund via check to the registered Gold Tier or Platinum Tier veterinarian customer for the reimbursement.
Example: A veterinarian client paid $75 for AnimalBiome Veterinary Gut Microbiome Test for Dogs and sees a consumer version of that product on doggybiome.com for 20% off or $67.50 they can be reimbursed the difference of $7.50 ($75-$67.50). Upon submission of proper documentation AnimalBiome Veterinary will refund that veterinarian via check $7.50.
What veterinarians need to do:
- Provide written documentation (email or spreadsheet) detailing the product and amount reimbursement issued to each client along with the name of phone number of the person to contact if we have questions
- Send a scanned copy of the front/back of check or invoice showing payment or credit issued to the client
- Email the above to firstname.lastname@example.org
Terms and conditions:
- This policy may be changed or canceled at any time
- Proper documentation must be submitted to email@example.com within 30 days of the refund being issued to client
U.S. customers call: (888) 493-1727
Outside the U.S. call: (510) 250-9797
Our AnimalCare Team is available Monday to Friday. You can also email us at firstname.lastname@example.org. We look forward to connecting with you!