ANSWERS TO Frequently Asked Questions

1. What are your business hours and how do I contact customer support?

Normal business hours for support requests are Monday to Friday from 8am - 4pm EST. Our lab will still receive and process results outside these hours. We are closed on statutory holidays and will process all samples and respond to requests the following business day. We can be reached by email at support@petlio.com.

2. What payment options do you accept?

We accept all major credit cards.

3. What is your refund policy?

Kits: We do not offer refunds on Test and Collection Kits once shipped. Please contact our customer experience team in the event of collection device malfunction, or delayed/missing shipments at support@petlio.com. Supplements: We work hard to produce healthy, delicious longevity supplement treats for your pets – and we stand behind our products. If for any reason you are not satisfied with your supplement purchase, we will happily accept returns within 15 days of your purchase. If you made your purchase through our website, to initiate a return, please email us at support@petlio.com and one of our customer care associates will provide you with the appropriate return mailing address and instructions to process the return. Once we receive the returned product at our designated warehouse, we will process your exchange or refund. Unfortunately, we are only able to refund the purchase price for the returned product. Shipping charges will not be refunded. If you purchased from one of our authorized resellers, please contact the reseller where the transaction occurred directly to arrange your return. Petlio will credit the reseller’s account once the return has been processed.

4. Where does Petlio Operate?

Petlio's kits are currently only in the province of Ontario, Canada.

5. My pet is having a health emergency, what do I do?

Petlio collection kits are not intended for pet health emergencies where animals require immediate, inperson veterinary care. DO NOT PROCEED WITH TEST ACTIVATION. Please take your pet to the nearest veterinary hospital and seek immediate in person veterinary care. Please visit the College of Veterinarians of Onatrio website and select veterinary practices and utilize the options to search for veterinary hospitals or emergency veterinary clinics. You can always use your test at a later time, or email us at support@petlio.com if you need help finding your nearest veterinary hospital.

6. Are these tests accurate?

Taking a scientific approach to your pet’s health is extremely important to us. Laboratories performing Petlio tests utilizes routine testing procedures and standardized testing equipment. A veterinarian oversees a team of experienced laboratory technicians allowing Petlio to deliver accurate and reliable results.

7. Is this a veterinary accepted test?

Yes. All our tests are designed by veterinarians to meet the standards veterinarians expect of a reference laboratory. Veterinarians will easily understand our testing methods and can use our results to help form a diagnosis for your pet.

8. How will I know what the results mean?

Our reports are designed to be explainable and easily understood even by someone who does not have veterinary training. Petlio’s Resource library also contains general information about each item being tested and its range of possible results. Please note that Petlio customer support cannot provide pet-specific medical advice, interpret test results or provide treatment out of respect for the veterinary-client-patient relationship (VCPR). We encourage to to review your pet’s results with your veterinarian or a virtual veterinarian who will be happy to answer any specific medical questions you have.

9. What happens if my results comes back positive or outside the reference range?

Petlio will clearly highlight any health measures which have possitive detection or if your pet’s levels fall outside the Petlio reference range. Petlio encourages you to review these results in particular with your veterinarian or with a virtual veterinarian in a timely manner. Please note that wellness screens are NOT intended for animal health emergencies. Wellness screens support but do not replace in-person veterinary care as they do not constitute a diagnosis and will not include a treatment plan or prescription for medication.

1. What is your shipping policy?

For Canada Orders: If your order is over $100, you qualify for free shipping. If your order less than $100, we charge a flat rate shipping fee of $5.99 for your order. At this time we do not offer shipping to Nanavut, Northwest Territories or Yukon. All orders ship via Purolator.

2. How do I return my pet sample to your lab via mail?

All mailing instructions including preparing your sample for return are included in your collection kit. All samples are shipped to our lab via Purolator. Visit purolator.com and utilize their 24/7 virtual assistant by clicking “Chat” and typing “Schedule a pickup” to arrange your shipment. You can also schedule a pickup over the phone with Purolator Customer Service: 1-888-SHIP-123 (1-888-744-7123) Mon-Fri 7AM - 9PM Sat & Sun 8AM - 8PM

3. How long will it take for me to get my order?

We know that your pets are eagerly anticipating their health kits and tasty supplements, which typically arrive within 1 to 4 business days. Once shipped, our carriers typically deliver within approximately 1 to 3 business days. Please be aware that processing and transit times are not guaranteed and may be extended in certain regions or due to unexpected delays, such as inclement weather or high shipment volumes. It's important to note that our laboratory processes samples on Tuesdays and Fridays. The following are approximate guidelines based on typical delivery times: Processing time: 1 to 2 business days Transit times: 1 to 2 business days

4. When will I receive my results?

After you schedule a pickup or drop off your sample at a Purolator collection hub your samples are sent to our lab with expedited shipping, which is usually less than 24 hours. Please be aware that processing and transit times are not guaranteed and may be extended in certain regions or due to unexpected delays, such as inclement weather or high shipment volumes. Currently, our laboratory processes samples twice a week and shares results on the following business day. Results will be shared to you via email and will also be available in your Pet Portal.

5. Will there be shipping delays during the holidays?

Kindly be aware that during statutory holidays and the bustling winter holiday season, you may observe a slight increase in the durations of processing and shipping. Rest assured, our team is diligently working to process of all your samples and orders as timely as possible. Your patience and generosity are genuinely appreciated!

1. What is the Pet Portal?

The Pet Portal is Petlio’s proprietary pet patient health repository and provides a quick and accessible option for pet parents to review and receive results directly from the lab. Petlio sends an SMS text message and/or email to the pet parent when results are ready to review. Log in or create a Pet Portal account by going to https://portal.petlio.com For optimal use when connected with a nurse, we recommend using the following browser: If on a desktop computer, please use Google Chrome browser. If on an Android phone, please use Google Chrome browser. If on an Apple iPhone, please use Safari. If you are having trouble with the Pet Portal, please refresh your browser.

2. Where do I create an account or login to the Pet Portal?

Go to portal.petlio.com to create an account or login.

3. I forgot my password to the Pet Portal, how can I change it?

1. Go to https://portal.petlio.com
2. Click “Login”, then select “Forgot your password”.
3. Enter the email you used to create your Pet Portal account.
4. An email will be sent with further instructions. 5. Click the link in the email.
6. Assign a new password and answer the secret question.
7. A confirmation of the successful password change with be sent to your email.
8. Login with your new password.

Please note, after 5 unsuccessful login attempts, Petlio’s security feature locks additional attempts for 15 minutes. After 15 minutes you will be able to try again.

4. How do I change my e-mail?

To change your e-mail on your Pet Portal account, please email us at support@petlio.com

5. How do I delete my account?

To change delete your Pet Portal account, please email us at support@petlio.com Please note, if you delete your account you will no longer be able to access any historic results or future results. We will not be able to retrieve your account information.

6. Is my information secure?

Yes. Privacy is of the utmost importance to Petlio. We are pleased to provide accessible, fast and private test results through Pet Portal. All pet patient information and test results are strictly confidential.

1. What do fecal tests look for?

Our tests follow well established veterinary procedures to screen pets for 7 common intestinal parasites: tapeworm, hookworms, roundworms, whipworms, coccidia, giardia, and cryptosporidium.

Our Fecal Specimen Collection Kit screens for ova and parasites using centrifugation and microscopic examination. Giardia and Cryptosporidium are tested using an antigen test.

2. Why are fecal tests important?

Fecal testing screens for intestinal parasites that may be compromising the health and well-being of your pet. Many parasites mask their presence until clinical signs become severe or significant health complications arise. Therefore, without periodic fecal testing, you may never know that your dog or cat has a parasitic infection.

Some parasites can even be transmitted to other pets and humans in your household. Children and people with compromised immune systems are particularly at risk.

Not all intestinal parasites are treated with routine deworming, enforcing the importance of routine screening. Puppies, kittens, outdoor cats, and pets that interact with other pets (ie grooming, boarding facility) are at higher risk of contracting a parasite. These pets should be tested more frequently.

Fecal tests are recommended by veterinarians as an important part of your pet’s routine general wellness testing. These tests also satisfy daycare, grooming, boarding and kennel requirements for fecal testing to keep other pets and humans safe from parasites.

3. When should I perform a fecal test?

Virtually all veterinarians encourage testing your pet annually or even twice a year, and up to 4x per year for puppies. Multiple tests are important because sometimes pets may be infected, but the parasites have not yet shed eggs or grown to a noticeable level at the time of testing. Most vets will also ask for you to perform a fecal test if your pet’s feces begin to look abnormal and some daycares, boarding houses and groomers require an annual fecal test before your animal can visit to avoid infecting other pets.

Other than for wellness screening, your veterinarian may recommend a fecal test if they see any of these clinical signs:
• Diarrhea
• Stool accidents
• Blood in stool
• Rice-like worms in feces
• Black or tarry feces
• Mucus-like feces
• Excessive gas
• Lethargy (low energy)
• Changes to appetite (increased or decreased)
• Coprophagia (eating feces)
• Weight loss
• Dull coat
• Pot bellied appearance
• Vomiting
• Scooting
• Itching, licking or biting under tail

4. Why should I test proactively?

Routine fecal screening can help mitigate:
• Discomfort
• Malnourishment
• Weight loss and decrease in muscle tone
• Dehydration
• Electrolyte Imbalances
• Allergic reactions
• Weakness
• Intestinal disease and damage
• Anemia (not enough healthy red blood cells)
• Intestinal blockages (in severe cases, a large number of worms can form an impaction)
• Eye damage (rare cases)
• Lung or liver damage (rare cases)
• Death (rare cases)

Failing to test proactively can also have a large financial impact!

Parasites can be transmitted to other pets and even humans in your household, specifically hookworms, roundworms and Giardia, which are all zoonotic. Costly veterinary appointments from hospitalization of severe/advanced disease. Some boarding facilities/daycares require a recent fecal test prior to your pet’s visit.

5. I have multiple cats, how do I know which cat’s sample I collected?

If possible, isolate the cat you want to test in a room with their litter box away from other cats.

However, because fecal tests look for parasites (many of which a zoonotic and can be transferred between pets), most veterinarians will recommend treatment plans for all the cats in your household.

1. What do urine tests look for?

Urine screens (also called a Urinalysis) are an important routine health check to look for signs of disease and conditions such as urinary tract infections, endocrine disease (such as diabetes), kidney disease, liver disease and urinary crystals.

2. Why are urine tests important?

Urine testing screens for chronic kidney disease (CKD), something that affects up to 80% of older cats and 25% of older dogs.

The sooner these diseases are identified, the sooner a treatment or management plan can be implemented to give your pet the best outcome possible.

Screening for urinary crystals and other factors in pet urine (such as pH and urine concentration etc.) can suggest the potential for bladder stone formation. Left undetected, bladder stones can cause recurrent urinary tract infections and potentially life-threatening urethra blockages in both cats and dogs. Certain breeds of dogs as well as male cats are more susceptible and face greater health risks from bladder stones.

Urine is often used to screen for diabetes mellitus. Left untreated, diabetes can result in diabetic ketoacidosis, a potentially life-threatening metabolic condition.

For these reasons, urinalysis tests are an important part of routine wellness checks.

3. Why should I test proactively?

Routine fecal screens can help mitigate:
• Prolonged pain and discomfort
• Severe urinary tract infections (UTIs)
• Kidney infections
• Electrolyte Imbalances
• Surgery for bladder stones
• Advanced chronic kidney disease
• Consequences of adrenal gland disease (Cushing's disease)
• Uncontrolled Diabetes leading to Diabetic Ketoacidosis
• Prostate disease (infection, inflammation etc)
• Bladder cancer or other types of cancer
• Hospitalization
• Death (rare cases)

Failing to test proactively can also have a large financial impact!

If your vet is concerned about advanced urinary issues with your pet, they may request a sterile urine collection which requires putting a needle directly into your pet’s bladder. This can cost $250 to $400.

If bladder stones are left unidentified until they have grown in size then surgery may be required. The total cost of surgery to remove bladder stones can range from $800 to $1,400 or more! Costs include x-rays or ultrasound, pre-anesthetic bloodwork, anesthesia and take-home medication.

Source: How Much Does Pet Bladder Stone Surgery Cost?

4. When should I test?

Most veterinarians encourage testing your pet annually or even twice a year, and up to 4x per year for older dogs and cats. Other than for wellness screening, your veterinarian may recommend a urinalysis if your pet has any of these signs:
• Change in urine frequency + volume
• Bladder accidents (peeing inside the house or outside the litterbox)
• Blood in the urine
• Straining to urinate
• Urinating small, frequent amounts
• Dribbling urine
• Painful urination
• Abdominal pain
• Frequently licking their genitals

5. What time of day should I collect my urine sample?

For dogs it is always best to collect your sample early in the morning as dogs usually have a full bladder, and the urine is more concentrated for more accurate test results.

For cats it is helpful to leave the hydrophobic litter out at night and collect any samples as soon as you notice the litter, usually by the next morning.

6. I’m having difficulty collecting a urine sample from my small dog, what do I do?

If you own a very small female dog, then you can use the lid of the cup for collection by placing it under the dog as they squat to urinate. To prepare the cup lid, cut a small hole in the side and then insert the urine collection ring.

Watch our Urine Collection Tips for dogs instructional video for more tips.

If you are still having issues, reach out to the Petlio support team. Our trained and experienced staff would be happy to help you with more sample collection tips. We can be reached over email at support@petlio.com between 8am-4pm EST.

7. Can I put the hydrophobic litter on top of my old litter?

No. Urine will be absorbed by the old litter and you will not be able to collect a urine sample. Dispose of your old litter before filling your cat’s litter box with hydrophobic litter.

8. My cat hasn’t used the hydrophobic litter or seems hesitant, what do I do?

Sometimes you just have to wait. It is normal for cats to be cautious, do not worry if it takes your cat several hours or even one day before they use the new litter.

9. I have multiple cats, how do I know which cat’s sample I collected?

Isolate the cat you want to test in a room with the hydrophobic litter box until they urinate. This will help avoid a collection of another cat’s sample.

10. What is hydrophobic litter made of?

It’s made out of a high-quality natural quartz sand with a unique nontoxic hydrophobic coating that is biodegradable.

1. What do skin + ear tests look for?

A cytology exam uses a microscope to examine discharge and cells from a swab of the surface of your pet’s affected area.

These tests screen for presence of various organisms (bacteria, yeast, & parasites such as mites) and cell types to help a veterinarian make a diagnosis.

2. Why are skin + ear tests important?

Skin and ear problems are the most common issues why dogs and cats see the vet. Issues are easily recognized by a pet repeatedly licking/biting an area or by redness, inflammation, or bumps on the skin.

3. When should I perform a skin + ear test?

It is important to keep these tests on-hand to minimize your pet’s discomfort and speed skin treatment selection when you visit your veterinarian.

Your veterinarian will often request your pet perform a swab test if they see any of these signs:
• Scratching
• Licking or chewing
• Shaking of head
• Inflamed or irritated skin
• Swelling of skin or ears
• Sensitive skin or ears
• Discharge from skin
• Scabbing
• Loss of hair
• Strong smells or odours

4. Why should I test proactively?

Routine fecal screening can help mitigate:
• Prolonged pain and discomfort for your pet
• Severe bacterial infections
• Severe fungal infections - especially yeast skin infections (Malassezia)
• Severe parasite infections (e.g., fleas, ticks, mange mites)
• Loss of hearing (ear infection)
• Hospitalization (rare cases)

Failing to test quickly can also have a financial impact!

Skin parasites or mites may be transmitted to other pets or humans. Skin or ear conditions may also lead to costly veterinary appointments from hospitalization of in severe/advanced cases.

1. Why do your supplements focus on longevity?

Petlio is on a mission to help pet parents not just spend more time with their pets, but to enhance the quality of that time together. As our pets age, their bodies change and frailty can progress to a level that becomes debilitating.

While aging is a natural part of life, there are many steps owners can take to improve their pet’s chances of a longer, healthier life. This includes appropriate portion control through diet, routine exercise, and ensuring their body has the nutrients needed as their body changes.

Petlio Longevity Supplements contain active ingredients which have each independently shown promising signs of combating common signs of aging in animals. No matter how old your pet is, it is never too soon to start be proactive about your pet’s health.

2. How do I store Petlio Longevity Supplements?

Store Petlio Longevity Supplements out of direct sunlight at room temperature. You do not need to refrigerate our supplements. Avoid storing supplements in places with extreme warm or cold temperatures.

3. How does Petlio formulate its supplements? Do you consult the veterinary community during this process?

Our recipes are carefully crafted at our Toronto headquarters by a team of experts in supplements, animal science, and manufacturing. These professionals work diligently to formulate recipes that fulfill the requirements essential for our pets to enhance their well-being and longevity. Every ingredient serves a purpose, contributing to the creation of top-quality supplements that promote optimal pet health. In addition to providing essential health and nutritional components, our supplements are designed to boost pets' energy levels, facilitate faster recovery, fortify their immune systems, and make taking them an enjoyable experience, akin to receiving a treat!

4. What specific quality control measures do you use to assure the consistency and quality of your ingredients and the end product?

Petlio is committed to producing the highest quality products for your pet and is compliant with provincial, state, and federal regulations. Our manufacturing partners are founding members of NASC (National Animal Supplement Council) and hold advanced HACCP & HARPC training as well as ISO Auditor Training. They also adhere to rigorous FDA and third party audits.

Their manufacturing facility has safety protocols for ensuring that ingredients meet specifications and quality control standards before being added to our supplements. This includes detailed supplier onboarding, testing of raw materials before they are ever shipped for use and allergen protocol to eliminate cross-contamination.

As it relates to our finished products that are ready for retail, no product is ever released from our facilities for sale before it is tested at a 3rd party laboratory. We test for a wide range of nutritional information as well as for pathogens (E. Coli, Salmonella and Listeria). Products are not released before favorable test results are received from our third party labs.

5. What kind of product research has been conducted? Are the results published in peer-reviewed journals?

All of Petlio’s active ingredients were carefully selected based on the results of published studies. Petlio has engaged in any peer-review research to date; however, we are very passionate about the continued progression in supplement science and stay abreast of industry research and new insights that can help us further elevate the supplement solutions we provide to pet parents.

6. What do the packaging icons "Formulated In Canada" and "Made In The USA" mean and where are your products manufactured

Petlio is a Canadian company headquartered in Toronto, Ontario. All of the work to develop, formulate and distribute our recipes happen here in Canada. Our manufacturing facility, located in Vermont in the United States.

7. Does Petlio test on animals?

Our number one priority at Petlio is the health and safety of animals, from implementing standards to creating supplements for our pets with impactful, nutritious ingredients. We do not experiment on animals when testing our products, and you can rest assured that animal welfare is a top priority in everything that we do.