Frequently Asked Questions
How do I create an account?
To create an account, click the account link in the upper right corner of the screen. Select "Sign up here," fill out the appropriate fields and then click "Create."
I am having trouble getting into my account. Can you help?
If you're trying to log in and you don't see a password reset email in your inbox, you may not have an Cave Pets account with us. Our Customer Support Team can help you out by sending and Account Invite. Please visit our Contact Us page to see ways of reaching out and hours of business.
How do I reset my password?
To reset your password, click the person icon in the upper right corner of the screen and select "Forgot your password?" Enter your email address and "Submit." We will send a reset password email to you. Follow the instructions in the email and your account will be accessible.
How can I track my order?
The moment we ship out your order, we will email you the tracking number and link so you can follow all tracking updates.
Note: Please know that tracking sometimes takes 1-3 business days to update and this does not mean that your order is stuck in a different city. Instead, our shipping carriers will update the tracking at each new location including your city.
When will I receive my order?
We do our best to get your order to you as quickly as possible. From the time your order is placed, you should receive it within 3-5 business days.
After your order processes, you will receive a confirmation number as well as tracking information so you can see exactly where your product is.
What if my package is damaged or missing?
If your order was damaged in transit or an incorrect item arrived, contact our Customer Support Team.
Discounts & Promotions
How do I apply a discount code?
Once you’ve clicked on the bowl icon on the top right corner of your screen, review the contents of your cart and click "Checkout." Enter your code in the field marked "Discount Code" on the right side of your screen. Click "Apply" and your discount will be deducted from the total.
If you're shopping on your mobile device, you will enter the coupon code on the same screen that you enter your payment method.
If you have any issues applying your discount code, please contact our Customer Support Team.
Why isn't my discount code working?
There are a couple of different reasons your discount code may not be working.
Are you trying to use more than one discount code? Only one discount code can be used at a time
Are you trying to use the code on a one-time purchase or subscribe and save item? Subscriptions, promotions, & bundles are not eligible with codes since they are already discounted.
Are you trying to make your purchase on our site or Amazon? Our codes are only valid on cavepets.com
Are you meeting all of the requirements for the promotion? Check for minimum order value and applicable products.
If you continue to have issues please contact us with screenshots of your cart and error message so we can help troubleshoot.
Can I use a discount code on a Subscribe & Save order?
Unfortunately discounts can not be applied to subscription orders. With Subscribe and Save your order is already discounted based on your subscription level. If you would like to apply that code to a one time order you certainly can.
What is the Cave Pets PetBiome Test Kit?
The Cave Pets Microbiome Test Kit is a non-diagnostic test that looks at
the bacterial & fungal species present in your dog’s gut from a fecal
sample. It is not designed to diagnose, treat or cure any disease or condition.
The Microbiome Report and written recommendations will help to provide
actionable supplemental, nutritional and lifestyle recommendations based on the
results and lifestyle survey completed at registration to potentially help
re-balance the gut microbiome.
How long does it take for me to receive my results?
Once your sample is received by the lab, it takes roughly 3-4 weeks for
the sample to be processed and the report to be generated. Once your results
are available, you will receive an email with instructions on how to access
your report results in your account.
I'm trying to login to view the status of my sample and it says I don't have an account?
If you are trying to access your Cave Pets Gut Testing Kit details,
please feel free to login to https://cavepets.biohmtesting.com - please keep in
mind that this is a separate login from where products are purchased at www.cavepets.com.
I'm not receiving the Confirm your Account or Password Reset email so that I can login to my account?
Please check your spam/junk email folder.
If you have still not received an email, please contact us at Testkits@cavepets.com
regarding this issue. Please be sure to include your email address and sample
ID number in your inquiry so that we may best further assist you.
Returns & Refunds
What is your return policy?
We stand behind our products and proudly offer a 30-day money-back guarantee. If you're not satisfied with your Cave Pets purchase, you can return it for a refund or exchange within 30 days of purchase. Our guarantee ensures that you can try our products risk-free!
While we will always do our best to help when a product is not the right fit, not every order is eligible for return. We believe our return policy is generous, and if we feel that misuse of this policy is taking place, we are not obligated to process a return.
Please note that items returned without prior contact with the Cave Pets Customer Support Team, or packages “Returned to Sender”, may not be properly identified, which can either prolong or nullify your refund. Any items shipped to an improper address, or if you refuse your shipment and it does not return to our warehouse, will not be refunded.
Items returned to us after 30 days of the initial purchase date and/or without contacting Cave Pets prior to the return, will not be refunded.
Our Customer Support Team would be happy to help you with any order issues and assist with a return to the best of their ability. Some returns may be eligible for a prepaid return label or other carrier pickup. Should you send items back to our warehouse at your own expense, we cannot reimburse the cost.
To process a return or exchange, reach out to our Customer Support Team.
How do I return my order?
It’s our privilege to stand behind Cave Pet’s 30-day money-back guarantee.
To process a return or exchange, reach out to our Customer Experience Team.
Please follow the directions provided by our Customer Support team in order for your return to be received and processed appropriately. Our team will help with a return label or carrier pickup if required. Should you send items back without using our return label, we will not be able to reimburse you for that expense.
Please note that items returned without prior contact with the Cave Pets Customer Support Team or packages that are “Returned to Sender” may not be properly identified, which can either prolong or nullify your refund. Any items shipped to an improper address are not our responsibility to refund or replace.
If you are returning an order at your own expense within the 30-day Money Back Guarantee, please include your name and order number on the package and address to:
Do you offer exchanges?
Absolutely! We stand behind our products and proudly offer a 30-day money-back guarantee. If you're not satisfied with your Cave Pets purchase, you can return it for a refund or exchange within 30 days of purchase. Our guarantee ensures that you can try our product risk-free. Head over to our Customer Support Team to get the process started. Exchange orders are final sale and cannot be refunded.
Please note that we do not accept packages "Returned To Sender." Our team may help you out with a return label or carrier pickup if required.