# AnimalBiome > AnimalBiome knowledge base – help articles and documentation. ## Contact Us - [Contact Us](https://animalbiome.kustomer.help/en_us/contact-us-r13yF3kpc.md): Contact Us US customers 888 4931727 Outside the US 510 2509797 Our AnimalCare Team is availab ## Returns - [What is your return policy?](https://animalbiome.kustomer.help/en_us/what-is-your-refund-policy-SyX6iBep9.md): Effective August 23 2022 Refunds will be issued upon receipt in Oakland CA Unopened Product Full product refund if shipped back at customer expense - [What is your return address?](https://animalbiome.kustomer.help/en_us/where-is-your-facility-located-SkpU2repq.md): Unopened shipping boxes sent via US mail can be marked Return to Sender and dropped in any mailbox Our return address is AnimalBiomenbsp ## Orders & Shipping - [How soon will my order ship?](https://animalbiome.kustomer.help/en_us/shipping-how-soon-will-my-order-ship-SyxFhSxT9.md): Most orders ship within 1-3 business days. Special requests may take longer to accommodate. If you have any questions about the status of your order, please ... - [What shipping options are available within the US?](https://animalbiome.kustomer.help/en_us/shipping-options-in-us-rJyrhSxT5.md): Shipping options for your location are calculated during the checkout process This allows us to find the best possible rate for your shipment - [How do I cancel or change my order?](https://animalbiome.kustomer.help/en_us/orders-how-do-i-cancel-or-change-my-order-rkWy5nLXp.md): If you would like to cancel or change your order please notify us as soon as possible You can call us at 888 4931727 or email us at Teamanimalbiomecom P - [What countries do you ship to?](https://animalbiome.kustomer.help/en_us/what-countries-do-you-ship-to-rysqnHlp9.md): Updated September 6, 2022 We currently ship to the following countries with no restrictions (all products ship): The United States including P... - [How can I track my order?](https://animalbiome.kustomer.help/en_us/how-can-i-track-my-order-HkJdnBlTc.md): Once your order has shipped you will receive an email that includes a link to tracking information Visit this link to track your order along its journey - [Will my pet's sample be safe in the mail?](https://animalbiome.kustomer.help/en_us/prod-ght-return-sample-safety-BJGE5BgT9.md): Once the sample is inside the specimen vial provided in your test kit it is very well preserved It can withstand the sometimes extreme temperatures found i - [If I live outside the US, will I be required to pay customs fees?](https://animalbiome.kustomer.help/en_us/shipping-customs-fees-ByY0nX3gT.md): If you reside outside the United States please be advised that import duties taxes ValueAdded Taxes VAT and any other customs fees are not included in th - [Will my pet health insurance cover the cost of your products?](https://animalbiome.kustomer.help/en_us/orders-pet-health-insurance-cover-the-cost-SyeYd3UXa.md): Some pet insurance companies do cover our products it depends on which company your pet is insured with and the specifics of your policy - [Do you offer a discount to shelters and rescues?](https://animalbiome.kustomer.help/en_us/orders-discount-to-shelters-and-rescues-H1SGthL7T.md): Yes we offer a discount to 501c3 shelters and rescues Please call us at 888 4931727 or email us at teamanimalbiomecom ## Pet Portal - [How do I create an account?](https://animalbiome.kustomer.help/en_us/how-do-i-create-an-account-Hy2y6Hea9.md): To create an account, please visit app.animalbiome.com . You will be prompted to enter your name, email address, and a secure password. - [Where do I find my pet's sample ID code?](https://animalbiome.kustomer.help/en_us/where-do-i-find-my-pet-s-sample-id-code-Hk6b6BeT9.md): The sample ID code can be found in two locations: first, it is printed on the sample tubes themselves; alternatively, it can be found on the front cover of t... - [What if my pet's sample ID is not accepted?](https://animalbiome.kustomer.help/en_us/what-if-my-pet-s-sample-id-is-not-accepted-HJrR2BxTq.md): If your pet’s sample ID is not accepted, first please double-check the ID code on the sample tube. If the ID is correct, please contact us so that we c... ## General Questions - [What is fecal microbiome testing and what are the benefits?](https://animalbiome.kustomer.help/en_us/prod-ght-what-is-fecal-microbiome-testing-SJxlsr9xT.md): Fecal microbiome testing is the process of sequencing bacterial DNA material from a small fecal sample We can detect and identify the bacteria from your dogs - [What does a healthy microbiome look like?](https://animalbiome.kustomer.help/en_us/faq-what-does-a-healthy-microbiome-look-like-BJXv1hIXp.md): A diverse balanced gut microbiome includes trillions of bacteria and other microbes Sick pets may have only a few types of bacteria or may have far too many - [Does a dog going into heat impact the gut microbiome?](https://animalbiome.kustomer.help/en_us/faq-does-a-dog-going-into-heat-impact-the-gut-microbiome-H1ni1h8m6.md): Yes going into heat can have an impact on the gut microbiome See this paper - [Do you have tips on pilling a cat?](https://animalbiome.kustomer.help/en_us/faq-pilling-a-cat-BJLP53UQ6.md): Most people find that hiding the capsules in food or a treat of some kind is helpful Some foods that seem particularly effective are lunchmeat cheese cream c - [Do you have tips on pilling a dog?](https://animalbiome.kustomer.help/en_us/faq-pilling-a-dog-rkYA9nLQ6.md): Most people find that hiding the capsules in food or a treat is helpful Some foods that seem particularly effective are lunchmeat cheese cottage cheese crea - [What is FOS?](https://animalbiome.kustomer.help/en_us/what-is-fos-SJQMPyL6.md): FOS or fructooligosaccharides are a type of prebiotic fiber that comes from plants They feed beneficial bacteria and help support a healthy diverse microbio - [What is the best way to reduce excessive E. coli?](https://animalbiome.kustomer.help/en_us/what-is-the-best-way-to-reduce-excessive-e-coli-SyUgVvJLp.md): A bacteriophage blend called PreforPro is the most effective way to reduce E coli bacteria PreforPro is included in both our Gut Maintenance Plus formula and - [Do you know of a company that does similar testing for humans?](https://animalbiome.kustomer.help/en_us/do-you-know-of-a-company-that-does-similar-testing-for-humans-rkFCIFxDp.md): There are companies that provide gut health testing for humans but unfortunately we are not able to provide any recommendations - [What does my pet's mouth have to do with their overall health?](https://animalbiome.kustomer.help/en_us/what-does-my-pet-s-mouth-have-to-do-with-their-overall-health-S1U1j9cc6.md): The mouth is the start of the digestive tract so digestive problems can be related to problems in the mouth For example saliva can carry E coli from the mou