FAQs

General

I have a question that wasn't answered, how can I contact you?

Please email us at info@healthextension.com or go to our contact us page.

Online Ordering

I just placed an order, when will it ship?

We try our best to ship items as fast as we can. Please allow 1-2 days production time for your order to ship out, average shipping times are 2-7 days depending on your location. Tracking numbers will be updated no later than 1 day after your order has been shipped. If you don't have a tracking number after 3 business days please email us at shop@healthextension.com.

How long does shipping take?

Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 15-25 business days.

How do I cancel my autoship?

When logged into your account, select your Autoship, and click "Cancel Autoship" button at the bottom of the page. This will cancel all future shipments of your Autoship order.

How do I redeem my online rewards?

Thank you for reaching out to us. Please log in to your account, click the rewards button on the bottom left of the page, and click ways to redeem to receive a discount code (valid on non-subscription orders only) Let us know if you have any other questions. Have a great day!

I have a return. What are my next steps?

We offer a 100% money back guarantee, if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels. Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Can I cancel my order?

You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund.

I have entered an incorrect address; what do I do now?

If you have misspelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double check if the address given is wrong kindly notify us via email at shop@healthextension.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

What currency are the prices do I see in the site?

All prices are in USD.

Products

Where are your products made?

Most of our products are made in the USA. Some wet food are made in Canada and Thailand. Toys are made in China.

Do your cans have BPA?

All of our cans are BPA free.

Why don’t you sell your products to big box stores?

We like supporting small family owned businesses like ours. We believe independent pet stores offer the best quality service and selection of the best products like Health Extension.

How does Bovine Colostrum help pets' immunity?

Bovine colostrum is known to support gut flora by offering a local antimicrobial and anti-inflammatory effect in the intestinal tract when ingested by other species. Some studies support that colostrum may increase the effectiveness of vaccinations, improve the immune response against certain viruses, bacteria and parasites. Additionally, it also improves bone and muscle function in older pets, and is even used as supportive medicine along with traditional treatments for dogs and cats periodontal disease.

How many servings are in the joint powder container?

The 8oz and 16oz containers contain approx. 15 and 30 scoops respectively. The scooper is approximately equivalent to a tablespoon. The weight of the pet and breed will alter these time frames based on serving size.

Why would I need to use supplements if I'm already feeding a healthy high end food like Health Extension?

All of our dry recipes are formulated to support nutritional levels for daily maintenance. Supplementation of vitamins and minerals is to help ensure optimal nutrition is always achieved despite environmental or other possible ailments that may arise.

When should I transition from puppy to adult serving size?

Puppies can be considered as adults once they reach one year. However, they are not completely done growing until the age of two. For a highly active, energetic dog it is fine to continue feeding the puppy amounts until the second year as long as they don’t appear overweight. If you feel his/her energy and appetite are becoming more steady they may be ready to have their puppy portions reduced to the adult feeding requirements in the near future. We often recommend that puppies are offered the higher feeding amount until they are at least 12 months so you may need to monitor them and watch their weight in the meantime.

Shelf Life & Storage

What is the shelf life of our dry food?

The dry food has a shelf life of 18 months after the date of production, that is when the expiration date printed on the bag would be. However, it may be good for up to 6 months after the expiration date if stored properly. We do not guarantee any products past their experation dates.

How should I store my pets' dry food?

We recommend storing kibble in the original bag inside an airtight container for optimum freshness.

How long does canned food last in the fridge once opened?

All canned products should be consumed the same day or the contents should be transferred to a separate airtight storage container which can then be stored in the refrigerator for up to 3 days.

How many times a day should I feed my puppy?

There is no one definitive answer to the question of how much to feed a dog because of all the variables that come into play, such as breed, age, and activity level. However, general guidelines can be useful in order to make sure your pup is getting the right amount of food and how often he needs it. Check out our blog at: https://shop.healthextension.com/blogs/blog/how-much-food-should-i-feed-my-dog, where we go over some guidelines to follow so you can ensure your furry friend is well-nourished.

Can I freeze any of your products to prolong freshness?

While it's ok to put our products in the refridgerator, especially in hot climates, Health Extension does not recommend freezing kibble since there are probiotics sprayed onto the food after cooking and the nutritional values of the product cannot be guaranteed upon defrosting. Also, freezing canned products, treats or toppers is not recommended, since the nutritional values of the product cannot be guaranteed upon defrosting as well. These items are not designed to withstand the low temperatures of a freezer.

Quality Assurance

Do you conduct inbound testing for active ingredients, pathogens and toxins for your raw materials?

Yes. Our rigorous quality assurance program ensures that raw ingredients are free and clear from pathogenic microbes like E coli, salmonella, listeria, and heavy metals before accepting them into the facility.

Do you conduct testing for pathogens and toxins for your final product? Do you hold those products from release until testing results reveal it is safe to do so?

We don't just want to know that the product is safe - we make sure it is! Our strict Test, Hold and Release Program means no finished goods are released into distribution until test results come back.

Do you have an animal nutritionist on staff I could speak with?

Absolutely! Feel free to ask anything on your mind! Please email us at info@healthextension.com or go to our contact us page.

Earning & Redeeming Health E-Point Rewards

Where do I find my Health-E Points?

Follow these steps:

- Sign into your account.

- Select INSIDER PERKS from the website menu.

- From the drop-down menu select Earn Points.

- Select Earn andRedeem Points

- You will see a pop-up screen with your Health-E points totals

How do I redeem my Points?

When you are ready to Redeem your points:

- Sign into your Health Extension account.

- Select INSIDER PERKS from the menu

- Select Earn Points submenu

- Select Earn & Redeem Points

- Select Ways to Redeem (You will see 100 Health-E Points = $1 and a button to Redeem.)

- Select Redeem Button (You will see how many Healthy Points for $ off you have)

- Select Redeem. (You will see the discount code for your next order and an option to copy it or Apply Code.)

- Select the Apply Code button and the discount is automatically sent to your order in your shopping cart.

- You will be emailed the code for use later use.

How much are the points worth in dollar value?

Every 100 points earned is equal to $1 dollar in discount points.

Do my points expire?

No, they don’t expire.

How do I Earn Points?

See all the ways!

- 100 Bonus Points just for Signing-up.

- 2 Health-E Points for every dollar spent.

- 50 Points for Liking us on Facebook

- 200 Points for sharing on Facebook

- 100 Points for following us on Instagram

- 100 Birthday points. Put in birthday after a month – (buffer for 1 month for fraud prevention)

How do I refer to my friends and family members?

Follow these steps.

- Sign into your account.

- Select INSIDER PERKS from the website menu.

- From the drop-down menu select Earn Points.

- Select Earn and Redeem Points

- You will see a pop-up screen with your Health-E points totals

- Select Refer your friends (You will see a personalized URL to give your friends for the $10 off coupon)

- Simply copy the URL and share it with all your friends and family members on Facebook, Twitter or Email.

- Once they make a purchase you will receive your $10 coupon via email.