Question 1

How can I contact Health Extension?

Accepted Answer

Please reach out to us during our business hours Monday-Friday 9am-5pm EST via:  Email: info@healthextension.com Live chat Phone: 1-800-992-9738

Question 2

Where can I find your products near me?

Accepted Answer

You can find our products mainly in independent pet stores, and some online retailers such as Chewy and Amazon. Please visit our store locator to find a retailer near you.

Question 3

What types of products do you sell?

Accepted Answer

Health Extension offers a variety of premium pet products, including: Dry Dog & Cat Food Wet Dog & Cat Food Treats & Chews Supplements Meal Toppers Grooming & Training Products To easily find specific products, use our navigation bar or the search feature at the top of the page.

Question 4

Do you offer samples or trial sizes?

Accepted Answer

We currently do not offer samples or trial sizes, but our customer service team can provide guidance on selecting the right product for your pet.

Question 5

I'm having trouble logging in. What should I do?

Accepted Answer

If you're experiencing login issues, try resetting your password by clicking 'Forgot Password' on the login page. Make sure you are using the same email address you previously placed orders with. For further assistance, contact our Customer Care Team via live chat or call us at 800-992-9738.

Question 6

Do you have a special program for Breeders?

Accepted Answer

Yes, please fill out our partner application here.

Question 7

I just placed an order, when will it ship?

Accepted Answer

We strive to ship orders as quickly as possible. Please allow 1-2 days for processing and packing. Shipping times typically range from 2-7 days, depending on your location. Tracking numbers are updated within 24 hours of shipment. If you haven’t received a tracking number after 3 business days, please check your spam folder. If you still don’t see an email from us, contact our Customer Care Team via live chat or call 800-992-9738 for assistance.

Question 8

My tracking information isn't working; what should I do?

Accepted Answer

If your tracking information isn’t working, please allow up to 24 hours for updates after your order has shipped. Ensure you're using the correct tracking number provided in your shipping confirmation email. If the issue persists, contact our Customer Care Team via live chat or call us at 800-992-9738 for further assistance.

Question 9

Can I set up a subscription for regular deliveries?

Accepted Answer

Yes, we offer a subscription option that allows you to schedule recurring deliveries for added convenience.

Question 10

Is there a minimum order quantity?

Accepted Answer

No, we do not have a minimum order requirement. However, to obtain free shipping, all orders must be over $49.99.

Question 11

How can I cancel my auto-ship?

Accepted Answer

When logged into your account, select your Autoship, and click the "Cancel Autoship" button at the bottom of the page. This will cancel all future shipments of your Autoship order. If canceled after the first subscription, you may be subject to charges totaling the full value of the second shipment. If a cancellation of an order is needed, we must be notified by close of business the day before your order is scheduled to ship. (Business Hours: M-F 9 AM-5 PM EST)

Question 12

How do I change my auto-ship?

Accepted Answer

To manage your recurring orders, you must be logged into your account. Click on subscriptions and adjust as needed. On the ‘Manage Subscriptions’ page, you will be able to change the frequency, order date, update your address, payment information, swap or add products, update the quantity of a product, view subscription history, pause the subscription, and cancel the subscription. If you did not meet the two-order minimum, cancellation will not be an option, and you must contact us directly.

Question 13

Can I cancel my order?

Accepted Answer

Please let us know ASAP if you need to cancel your order. You must cancel your order before it ships. If your order has shipped, unfortunately, we cannot cancel the order. We typically pack and ship orders within 2-7 business days of when the order was placed.

Question 14

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

Accepted Answer

If you’ve entered an incorrect address, please reply to your order confirmation email to confirm the mistake. Once verified, contact us via live chat or email at info@healthextension.com within 24 hours so we can update the address. Unfortunately, we are unable to make changes or offer refunds after this timeframe.

Question 15

Do you ship outside the US?

Accepted Answer

We greatly appreciate your interest in our brand. Unfortunately, we only ship within the continental USA. We do not ship to Hawaii & Alaska (& other outlying islands). We apologize for this inconvenience.

Question 16

I have a return, what are next steps?

Accepted Answer

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(s), we will refund the amount of your original purchase. Please include the name on the order as well as the 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.

Question 17

Can I cancel my order?

Accepted Answer

Please email or live chat us ASAP if you would like to cancel an order. If your order has been shipped, we cannot cancel your order. Please note orders are typically packed & shipped in 1-3 business days.  Email: info@healthextension.com

Question 18

Where are your products made?

Accepted Answer

Most of our products are made in the United States, with all ingredients sourced from the U.S. or approved countries—many of which are part of the European Union—offering higher quality standards than what is sometimes available domestically.  Our GEO cans are made in Canada, one of our approved sourcing countries, and our Gently Cooked pouches are produced in Thailand, known for its stringent manufacturing standards.  We do not source any ingredients from China.

Question 19

Do your cans contain BPA?

Accepted Answer

All of our cans are BPA free!

Question 20

Are your products suitable for pets with food allergies or sensitivities?

Accepted Answer

While no pet food can be entirely hypoallergenic, we offer recipes that avoid common allergens to help support pets with food sensitivities. Our formulas are crafted with carefully selected ingredients to minimize potential triggers and promote overall well-being.

Question 21

Do you offer grain-free options?

Accepted Answer

Yes, Health Extension offers a variety of grain-free pet food options. These recipes are designed for pets with specific dietary needs or sensitivities.

Question 22

How does Bovine Colostrum help a pet's immunity?

Accepted Answer

Bovine Colostrum contains antibodies and immune-boosting properties that can support your pet's immune system.

Question 23

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

Accepted Answer

All of our dry recipes are formulated to meet the nutritional levels required for daily maintenance. To ensure optimal nutrition, we supplement with essential vitamins and minerals, helping to support overall health despite environmental or other potential challenges. While our diets provide complete and balanced nutrition, supplements can offer additional health benefits tailored to your pet’s specific needs.

Question 24

When should I transition my puppy to adult serving sizes?

Accepted Answer

Most puppies can transition to adult servings around the age of 1. However, it's best to consult with your veterinarian for personalized advice on transitioning your puppy's food intake.

Question 25

How many times a day should I feed my pet?

Accepted Answer

There is no one-size-fits-all answer to how much to feed your pet, as factors like breed, age, activity level, and individual needs all play a role. While general feeding guidelines can be found on our packaging, the ideal feeding frequency may vary based on your pet and personal preferences. For personalized recommendations, we always suggest consulting with your veterinarian. Check out our blog post [here] for additional guidelines to help ensure your furry friend is getting the nutrition they need.

Question 26

How many servings are in the Health Extension Joint Mobility container?

Accepted Answer

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

Question 27

Where are Health Extension Gently Cooked Pouches made?

Accepted Answer

Our Health Extension Gently Cooked pouches are made in Thailand. We source from trusted suppliers to provide a safe and nutritious meal for your pet.

Question 28

What is unique about the preservation method used in Gently Cooked products?

Accepted Answer

Our Gently Cooked pouches contain no artificial preservatives. Instead, we use natural ingredients that preserve the food’s freshness and quality. The cooking process involves heating the ingredients within their sealed pouches, creating a sterile and shelf-stable product without needing artificial preservatives. Each recipe includes rosemary, Vitamin C, and Vitamin E, which serve as natural preservatives. Their antioxidant properties help prevent the oxidation of fats and oils in the food, ensuring a safe and high-quality meal for your pet.

Question 29

What is the primary ingredient in Gently Cooked recipes?

Accepted Answer

Our Gently Cooked recipes are made with high-quality protein as the primary ingredient. Our meat-based recipes feature premium animal proteins such as chicken, beef, lamb, duck, and salmon, while our vegetarian option is crafted with nutrient-rich plant-based protein. Each recipe is carefully formulated to support your pet’s overall health and well-being.

Question 30

What other ingredients are in the Gently Cooked recipes?

Accepted Answer

In addition to high-quality protein, our Gently Cooked recipes feature wholesome ingredients like carrots, pumpkin, brown rice, green peas, and bone broth. These ingredients provide a well-rounded, nutritious meal, while bone broth enhances flavor, supports hydration, and delivers essential nutrients. For a full list of ingredients, please refer to the product label.

Question 31

How do you ensure the quality and safety of the Gently Cooked pouches?

Accepted Answer

At Health Extension, we uphold the highest quality standards through a meticulous 3-stage quality check system with 140 inspection points throughout production:  Ingredient Inspection: Before entering our facility, all ingredients undergo rigorous testing to ensure they meet our strict quality standards, preventing any substandard ingredients from being used.  Batch Monitoring: Throughout the production process, each batch is continuously monitored to maintain consistency, safety, and nutritional integrity.  Final Product Testing: After production, every finished product undergoes a final round of quality checks to ensure it meets our high standards before reaching your pet’s bowl.  This comprehensive process guarantees that every meal is safe, nutritious, and of the highest quality

Question 32

What makes Health Extension’s cooking process for Gently Cooked unique?

Accepted Answer

We use handcrafted, small-batch recipes to ensure high quality in every pouch. Our Gently Cooked recipes are cooked slowly at low temperatures (around 200+ °F) in a flavorful bone broth, similar to how you’d prepare a stew in a crock pot. This gentle cooking process combines direct heat and natural steam, which destroys harmful bacteria while preserving essential nutrients and flavors, resulting in a wholesome meal with a taste your pet will love.

Question 33

How does this cooking method benefit my pet?

Accepted Answer

This slow-cooking method maintains food quality and nutritional value, providing your pet with a home-cooked-style meal that’s both nutritious and flavorful. The result is a safe and satisfying dish that delivers the same benefits as a freshly prepared meal.

Question 34

What is the shelf life of Health Extension’s Gently Cooked Pouches?

Accepted Answer

Each Gently Cooked Pouch has a shelf life of up to 24 months from the date of production, making it easy to stock up without worrying about spoilage.

Question 35

How should I store Health Extension’s Gently Cooked Pouches?

Accepted Answer

Unopened: Our pouches can easily be stored in an cool dry place like a pantry or cabinet.  Once opened: For peak freshness and flavor, any unused portion should be refrigerated and used within 3 days.

Question 36

Are your products cruelty-free?

Accepted Answer

Yes, we are committed to ethical practices and ensure that our products are cruelty-free.

Question 37

Do you use sustainable packaging materials?

Accepted Answer

We strive to incorporate sustainable packaging materials whenever possible and continuously seek ways to reduce our environmental impact.

Question 38

Sustainability Shelf Life & Storage Are your products cruelty-free?   Do you use sustainable packaging materials?   How do you minimize your environmental footprint?

Accepted Answer

We are committed to sustainability and continuously seek ways to reduce our environmental impact. This includes responsible ingredient sourcing, eco-friendly initiatives, and efforts to reduce plastic waste. Through our partnership with 4Ocean, we actively contribute to removing plastic from the ocean. Check out our efforts here!

Question 39

What is the shelf life of Health Extension’s dry food?

Accepted Answer

Our dry food is crafted to stay fresh and nutritious for 18 months from the date of production, which is printed on the bag. When stored properly, it may remain good for up to 6 months beyond the expiration date; however, we cannot guarantee freshness past this timeframe.

Question 40

How should I store my pet’s dry food?

Accepted Answer

To keep every meal as fresh as the first, our dry food bags are designed with a zipper closure for optimal freshness. For best results, store the food in its original packaging in a cool, dry place. For optimal freshness, place the entire bag inside an airtight container to help preserve quality and flavor.

Question 41

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

Accepted Answer

If your pet doesn’t finish their canned food in one sitting, store leftovers in an airtight container in the refrigerator. For the best taste and nutrition, serve within 3 days.

Question 42

Can I freeze any of your products to prolong freshness?

Accepted Answer

While refrigeration is fine, especially in warm and/or humid climates, we don’t recommend freezing kibble, as probiotics are added after cooking and may lose their effectiveness in freezing temperatures. Freezing canned food, treats, or toppers is also not advised, as it can alter texture and compromise nutritional integrity.

Question 43

What is the shelf life of Health Extension’s Air-Dried recipes?

Accepted Answer

Our Air-Dried recipes are carefully crafted for long-lasting freshness, offering an 18-month shelf life from the manufacturing date.

Question 44

How should I store Health Extension’s Air-Dried recipes?

Accepted Answer

To preserve quality and keep every bite full of flavor and nutrition, store in a cool, dry place, and be sure to reseal the bag tightly after each use.

Crude Protein (min)	8% (Old: 18%)
Crude Fat (min)	14% (Old: 8%)
Crude Fiber (max)	2% (Old: 5%)
Moisture (max)	6% (Old: 12%)

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