Frequently Asked Questions

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All FAQs

Import Restrictions

Flexi-K9 Information for customers in Canada

Flexi-K9 Information for customers in Canada

At the moment, we are unable to ship Flexi-K9 to Canada due to restrictions on the import of products containing Hemp Protein (a safe food ingredient used in Flexi-K9). We are working on resolving the issue with the relevant authorities and will be in contact with our customers in Canada if there are any changes. 

Important information for customers in Spain, Germany, Australia and New Zealand

Spain, Germany, Australia and New Zealand

Regrettably, we are unable to ship our products to Spain, Germany, Australia or New Zealand due to import restrictions in those countries. If you are a customer from Germany, Spain, New Zealand or Australia, you will not be able to complete checkout (to avoid any accidental purchases that may be destroyed by customs). If you have any questions on your purchases, please contact us at: hello@a-ok9.com.

How can I find out more about the import rules in my country?

Please check the information issued by the Customs authority in your country for further details on the import of supplements and pet foods. 

How can I contact you?

Our friendly team is always available to help. Please contact us either by responding to this email or sending an email to: hello@a-ok9.com

Shipping and delivery

EU Customers

I am an EU customer - what changes will Brexit have on my order?

Since Brexit has now changed the rules for EU orders, a small amount of orders from EU countries (over a certain amount) will now be subject to tax and duty charges.

Will I have to pay any additional fees on my order?

Not every shipment is taxed on import. Many countries have a de minimis threshold, under which shipments are cleared without incurring customs duties or taxes. Most of Europe has a 'de minimis' value of 150 EUR for Customs Duties, and 22 EUR for VAT. However, the threshold varies from country to country and each threshold is based on local currency. The 'De Minimis' value is decided by each country and so we would recommend checking with customs guidelines in your country to understand any additional duties that may be applied.

How do I know if I have been charged additional fees by Customs?

You will be contacted by your shipping agent/courier before delivery to let you know, and to pay any charges. It's important to note that you won't be able to receive your order without paying any customs charges due.

What if I don't want to pay the fees and instead want to return my item?

Unfortunately, any customs charges are beyond our control and so, when you place an order with us from outside of the UK, we can not receive a shipment back as ‘Return to Sender’ unless the customs charges have been paid. In the case that you don't wish to pay the charges and receive the order, the Customs department will destroy your order and it will not be possible for us to issue a refund.

Free Gifts - I am an EU customer, will I have to pay VAT/Import charges for any free gift promotions?

Unfortunately, although the price of the Free Gift has been reduced to '0' by A-OK9, some EU countries Customs departments may still value the Free Gift at the original price of £53.48 and may apply import charges to the Free Gift. If you are required to pay an import charge on your order, you will be contacted by the Customs department in your country.

Unfortunately, if you do not wish to pay any customs charges that are due, your order will be destroyed and will not be returned to us. Therefore, we ask you to check the Customs rules in your country before placing your order.

Shipping Info

How long will delivery take?

We dispatch all orders by Royal Mail within 24 hours of receipt. For UK deliveries, please allow 2-4 working days from dispatch. For international deliveries, please allow 15 - 20 working days from dispatch.

Can I track my parcel?

Yes, if you download the 'Shop' app by Shopify, you can track your order with the handy map and processing details. Just visit the Google Play store or iTunes!

I haven't received my parcel - who do I contact?

Please contact our super-friendly team at: hello@a-ok9.com.

Non-EU/UK Customers (Worldwide shipping)

I am an international customer (not EU or UK). Will Brexit affect my order?

No, customers who shop with us from anywhere else in the world (not the EU or UK) will not experience any changes as part of Brexit. Customs duties and taxes will remain as before Brexit.

Do you ship to Australia and New Zealand?

Unfortunately we cannot ship to Australia and New Zealand at present due to import rules. However, this is something that we hope to be able to offer later in the year. Watch this space!

Subscribe and Save

What is subscribe and save?

What is subscribe and save?

If you choose the 'Subscription' option when choosing your supplement, it will sign you up to a regular subscription! This means that we will send your order out regularly at the correct time to make sure that you never run out. The added benefit is that you save 15% compared to the cost of buying it standalone each time. All you need to do is select the supplement you would like to buy, let us know how much your dog weighs and check out!

How can I become a subscriber?

It's so easy! Simply go to your favourite product on A-OK9.com, select the 'Subscription' tab on the right-hand side, select your dog's weight (to see the recommended frequency) and hit 'Subscribe and Save'!

Multi-Dog Subscribe and Save

I have multiple dogs – how do I set up subscribe and save for each of them?

Once you have added your first dog’s subscribe and save to the cart, you’ll see a button below the supplement that says ‘add another dog’. Even if you have dogs of different sizes, we make sure that each of them never runs out, AND you save 15% on both subscriptions!

Specific Supplement Queries

Calm-K9

From what age can I feed Calm-K9?

Calm-K9 can be fed to any dog over 8 weeks old. 

What type of package is the powder in?

Your powder comes in a handy plastic pouch which has a press-lock seal to keep it fresh.

How long do I have to use the powder?

All of our products have a 2-year shelf life. However, incorrect storage can affect the powder so we recommend to store the pouch in a clean, dry area away from strong odours.

Can I give this to my dog when they are on medication?

We don't recommend that Calm-K9 or Calm-K9 Senior Boost are fed to dogs who are on behaviour-modifying drugs and we would recommend consulting your vet before adding these products to your dog's diet.

My dog is going under general anaesthetic, can I still feed Calm-K9?

As Calm-K9 is centrally-acting, to be safe, we recommend stopping Calm & Calm Senior 3 Days before the operation and picking up again 3 days after. All other supplements can be given the day before and restarted after 48 hours

Does Calm-K9 contain wheat or grain?

No, Calm-K9 is Wheat-free and grain-free!

Calm-K9 Senior Boost

Can I feed Calm-K9 Senior Boost to a dog younger than 7?

Yes. Calm-K9 Senior Boost is formulated to specifically target the signs of ageing in Senior dogs, but it can be fed to an adult dog of any age, if you wish. However, don't forget that we also have Calm-K9 which is the formulation for younger dogs!

Does Calm-K9 Senior Boost contain a probiotic?

Yes! Calm-K9 Senior Boost contains a probiotic to help maintain good digestive balance and soothe tummy troubles.

Does Calm-K9 Senior Boost still have all of the benefits of Calm-K9?

Calm-K9 Senior Boost contains nearly everything (the only difference is the absence of Passiflora!) that Calm-K9 contains as well as additional ingredients that are specifically useful to support senior dogs as they age.

My dog is going under general anaesthetic, can I still feed Calm-K9?

As Calm-K9 is centrally-acting, to be safe, we recommend stopping Calm & Calm Senior 3 Days before the operation and picking up again 3 days after. All other supplements can be given the day before and restarted after 48 hours

Flexi-K9

Is this suitable for my dog who has arthritis?

Yes, Flexi-K9 is suitable for dogs who have mobility issues. It contains specific ingredients like Green-lipped mussel and turmeric to support healthy joints.

Can I give this to my dog to prevent joint issues in the future?

Yes! In fact, this is the way many of our customers use Flexi-K9. Feeding a joint supplement from a young age can protect your dog's joints as they age and help to prevent mobility-related issues later in life.

Can I feed this to my dog who is on prescription medication?

All of our supplements are made from natural ingredients which can also be found in low quantities in food. So, if your dog is on prescription medication, it will be fine to feed our supplements (with the exception of Calm-K9 and Calm-K9 Senior Boost) alongside. However, we do always recommend speaking to your vet before changing your dog's diet if they are on prescription medication. Please also note that you should check with your vet before feeding Calm-K9 or Calm-K9 Senior boost if your dog is taking any behaviour-modifying medicine.

Is there Chicken in Flexi-K9?

No! While the Flexi-K9 powder has a tasty chicken taste, the flavouring we use is totally vegetarian and chicken is not included in Flexi-K9.

Fresh-K9

Can I alter the 'dosage' of Fresh-K9?

Yes. We recommend using two tablespoons of powder per 200ml of water. However, this is just a suggestion and Fresh-K9 can be mixed according to your dog's taste.

Plaque-K9

How much Iodine is in Plaque-K9?

The iodine level in Plaque-K9 is low and (dependent on batch) is between 0.275mg per g - 0.66mg per g.

Has Plaque-K9 been tested for arsenic and lead?

Yes, all of our supplements have been tested for Microbiology, PAH, Pesticides and Heavy Metals to ensure they are within permissible limits.

Prime-K9

What type of package is the powder in?

Your powder comes in a handy plastic pouch which has a press-lock seal to keep it fresh.

What is the shelf-life of the product?

All of our products have a 2-year shelf life. However, incorrect storage can affect the powder so we recommend to store the pouch in a clean, dry area away from strong odours.

Can I feed this to my dog when on Prescription medication?

Because the ingredients in our supplements are all-natural and have been formulated by vets and nutritionists, they can usually be used in conjunction with prescription medication. We would always recommend that you consult with your vet before changing your dog’s diet if your dog is on prescription medication. Please note that if your dog is currently on a behaviour modification drug, Calm-K9 and Calm-K9 senior should not be given until approved by your vet.

What is the Iodine content of Prime-K9 (because of the inclusion of Kelp)?

The iodine level of Prime-K9 is very low at 0.03mg per gram.

Rescue-K9

What's the difference between Probio-K9 and Rescue-K9?

Probio-K9 is a supplement meant for daily use to support dogs with sensitive tummies. Rescue-K9 comes in sachet form, to keep on-hand ready for those days when a stronger probiotic is required.

Can I feed my dog Rescue-K9 on a daily basis?

It's not recommended to feed Rescue-K9 every day. We would advise speaking to your vet if your dog has ongoing diarrhoea. If you are looking for a daily supplement to support your dog's digestive system, why not try Probio-K9?

General

General

Do the supplements go through safety testing?

All of our supplements have been tested for Microbiology, PAH, Pesticides and Heavy Metals to ensure they are within permissible limits.

Are the supplements Gluten-free?

All of our supplements are now Gluten-free except for Prime-K9.

Are the supplements vegetarian?

Yes! All of our supplements are vegetarian.

Are the supplements suitable for dogs on hypo-allergenic diets?

We always recommend checking with your vet before altering your dog's diet if they have special requirements. 

How do I feed the supplements?

Our supplements are designed to take the hard work out of being your dog’s Health Hero. The tasty powder can be sprinkled on dry food, wet food or a treat! Like any change to your dog’s diet, start slowly and build up to the full amount over a week. Check out our blog section for more inspiration and fun feeding ideas.

How long will a pouch last?

Here’s a handy reference, as it's dependent on your dog's weight: 0 - 10kg = 100 Days, 11kg - 20kg = 50 Days, 21kg - 40kg = 25 Days, 40kg+ = 20 Days.

Can the supplements be fed together?

Yes, all of our supplements can be combined. When you’re getting started, introduce the supplements slowly and build up to the full combined amounts over a week.

What kind of packaging do the supplements come in?

The supplements come in branded, sealable pouches with a press-lock closure.

What happens if I miss a day?

If you miss a day of the supplements, it won't make too much difference to your dog. However, you may start to see some of the symptoms gradually creep back in if you miss a few days or a week. If you do miss a day, don't worry and just continue to feed the supplement as normal the next day you remember.

How long can I store an opened pouch?

Our pouches have a 'best before' date of 100 days from opening. Unopened pouches have a shelf life of 2 years.

Do you offer a trade discount?

No, unfortunately we don't offer a trade discount. However, we do have an affiliate scheme where you can sign up to earn commission. Learn more by clicking on the 'Partner Login' link in the footer of our website.

Can I pay in American Dollars?

At the moment we are only able to offer payment in Great British Pounds.

Where are the supplements manufactured?

All of our supplements are manufactured in the UK. 

Can the supplements be given to pregnant dogs?

We do not recommend feeding any of our supplements to pregnant dogs without the specific agreement of their vet. 

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