Delivery & Returns
At Canilabs Ltd, we aim to deliver your dog's supplement products quickly and reliably. If you need to return something, our straightforward process including our 60-Day guarantee has you covered. Here's what you need to know.
Delivery
Order Processing: Orders placed before 2 PM (Monday-Friday) are dispatched the same business day via Royal Mail Tracked 48. During busy periods, allow 2-3 business days. Orders placed on weekends or bank holidays ship the next working day.
Shipping Locations: We currently ship within the UK and selected regions.
Shipping Costs: Standard shipping in the UK is a flat rate of £3.99. First-time customers can receive free standard shipping on their initial order with a valid promo code - see T&Cs (Section 19) for details. Subsequent shipping costs are your responsibility.
Delivery Times: Orders are shipped with Royal Mail Tracked 48, aiming for delivery within 48 hours of dispatch. However, please allow 3-5 working days, as we're not responsible for delays caused by Royal Mail.
Tracking: You'll receive a tracking number via email once your order ships. Check your order status with Royal Mail.
Lost or Damaged Orders: If your order doesn't arrive within 7 working days of dispatch or arrives damaged, email support@canilabs.co.uk with your order number and, for damages, a photo. We'll investigate with Royal Mail and, if confirmed lost or faulty, send a replacement or issue a full refund (including shipping costs for damaged items) within 14 days of confirmation.
Returns (Standard Policy)
Timeframe: You have 14 days from receiving your order to cancel and return it under UK Consumer Contracts Regulations.
Conditions: Items must be unused, in their original packaging, and in resalable condition unless faulty or misdescribed.
How to Return: Email support@canilabs.co.uk or use our Contact Us page to start the process. We'll provide return instructions and an address.
Shipping Costs: You're responsible for return shipping costs. If the item is faulty or not as described, email us with a photo of the defect, we'll provide a prepaid return label if it's our error.
Refunds: Once we receive and inspect your return, we'll process your refund within 14 days to your original payment method. Original shipping costs are non-refundable unless the return is due to our fault (e.g., defective or incorrect item).
Non-Returnable Items: Personalised or perishable products cannot be returned unless defective.
60-Day Money Back Guarantee
At CaniLabs, we're confident our supplements can make a difference for your dog. That's why we offer a 60-day money-back guarantee to let you try it with peace of mind. If you don't see benefits after using it as directed for 60 days, we'll provide a free replacement tub, store credit, or a refund for the first tub purchased - whichever works best for you and your pup. This guarantee is limited to one claim per customer per product.
How It Works:
Step 1 - Try It Out: Our products last different amounts of time depending on your dog's size, so you may need two tubs to complete the full 60-day period. Use the product as directed on the label, as supplements often take 2–4 weeks to start showing results.
Step 2 - Reach Out: If you're not seeing the benefits you hoped for, email us at support@canilabs.co.uk within 60 days of your first order with details about your dog's experience (e.g., usage, results, optional photos). We'll offer free advice and discuss options like a replacement or credit.
Step 3 - Return One Tub: If you'd like a refund, return the first tub purchased (or its empty packaging) within 14 days of contacting us to the address we provide. You need to cover return shipping unless the product is faulty. Any additional tubs purchased must be returned unopened to be eligible for a refund.
Step 4 - Get Your Resolution: We'll process a free replacement, store credit, or refund for the first tub purchased (excluding original shipping costs) within 7-10 business days of receiving the return.
Good to Know:
This guarantee applies only to the first purchase of each product from canilabs.co.uk. Refunds are limited to the first tub purchased per product, even if you purchase multiple tubs for the 60-day trial, to keep this offer sustainable for everyone. Proper use as directed is required for the full 60 days. We reserve the right to deny claims if the guarantee is misused. Have questions? Contact support@canilabs.co.uk - we're here to help you and your dog thrive!
Contact Us
Questions about delivery or returns? Get in touch: Email: support@canilabs.co.uk