frequently asked questions
How long will my product last?
Our products are best used within 12 months of purchase. To maximise shelf life, make sure you keep your products in a cool dark place away from direct sun. In hot weather you can store balms in the fridge to prevent them from melting. Always keep oil-based and dry products away from moisture including steam to prevent spoilage.
What if my order arrives damaged or is incorrect?
Send us a message as soon as possible with an image of the product. If the mistake is ours we will resend your order or issue a refund. If your item was damaged during transport you will need to lodge a claim with the carrier.
What if the product doesn't work for my pet?
Each product is formulated to provide a specific benefit such as added moisture, coat shine or itch relief. Product use information is included in each listing. If you have questions, send us a message.
We know from years of practice and scientific research that the ingredients in our products offer relief from many common skin and coat issues. However we cannot make promises or claims regarding specific skin or health conditions. If your pet suffers from allergies or has been diagnosed with a skin or health condition, always consult your vet before using any new product.
If your pet experiences any sort of reaction to a product such as redness or increased irritation, stop use immediately and contact your vet for advice.
What if my dog licks the product? Is it safe?
Yes. Our products are 100% natural and non-toxic so if he licks himself in the bath or licks the balm on his paws, while we can't guarantee he will like the taste, it isn't toxic.
If your dog has allergies or is highly sensitive to products used on the skin, read the ingredients list and all instructions carefully. If you are still unsure, send us a message or consult your vet before use.
Are the products available at wholesale prices?
Yes. Visit our Wholesale page for more information.
How do I know which product is best for my pet?
Check the product description for information about what each product is formulated for. If you are still unsure send us a message so that we can answer your questions.
How do I use my product?
There are product use instructions in each product description and on every product label. If you have any questions send us a message.
How long will it take for my product to arrive?
Our dispatch time varies between 1 - 3 days due a number of our products being made to order. Delivery within Australia is generally between 2 - 7 days at present. International orders can take up to 21 days with present COVID delays in some regions.
If you have any queries regarding delivery or are having trouble accessing your tracking number information online, send us a message.
Any other questions?
Type your question into the chat or send us an email at hello@bearandkind.com.au.