FAQs
Popular Questions
How long will it take to get my order?
Orders received before noon central time will normally ship the same business day. Orders received after noon will ship on the next business day. Orders are shipped from our warehouse in Illinois and are generally delivered to most addresses within 3-5 business days.
Please note that when shipping to an APO address, standard shipping will take about a month.
How do I change my subscription?
You can make changes to your subscription from this account page.
Can I change the frequency of delivery?
Yes, your shipping frequency can be set to 30, 60 or 90 days by visiting your subscription management page. You can change it anytime.
Can I skip a delivery?
You sure can. Log in to your Origin Labs account. Scroll down the page and you will see options to skip or mange your subscription.
How do I add or change products on my subscription?
You can change products, or add additional products to your subscription, at any time before your next order is processed from your Origin Labs account.
After logging in to your account, scroll down the page and you will see buttons to add or change products and to manage your subscription.
How do I cancel my subscription?
Log in to your Origin Labs account and then scroll down the page and you will see options to manage or cancel your subscription.
I have a product question, who can I ask?
Our support team is always happy to help. If you have any product questions, need help picking the correct product for your dog, or just want to chat, send our team and email at hello@tryoriginlabs.com and we will help any way we can.
Orders, Shipping & Returns
What is your return/refund policy?
Origin Labs Guarantee
We stand behind the quality of our chews and want you—and your pup—to feel good about your experience with us. If something didn’t work out, we offer a 30-day money-back guarantee on all orders.
If you're not satisfied, you can return the product within 30 days of delivery. Once we receive the return, we’ll issue a full refund to your original payment method. Customers are responsible for return shipping.
To start a return, send an email to hello@tryoriginlabs.com with your order number, and our team will walk you through the next steps.
Conditions
Refunds apply to one single-item purchase (1 jar / bottle / pouch).
If you ordered a bundle or multiples of the same item, the refund will apply to just one product.
Return must be initiated within 30 days of delivery.
Reshipments
If your order arrives damaged or incorrect, email us at hello@tryoriginlabs.com within 7 days of delivery. Be sure to include a photo of the issue.
If a replacement is available, we’ll ship it at no cost.
If not available, we’ll refund the full purchase price of the affected item.
Restrictions
Refunds are issued to the original payment method.
Shipping costs are non-refundable.
Packages returned due to incorrect addresses or inability to receive may be subject to additional shipping fees.
Orders marked “Delivered” with valid tracking info cannot be refunded if the package cannot be located. Customers should contact the carrier directly.
Orders shipped to an incorrect address due to customer error are non-refundable. We are not responsible for rerouting or address changes once a package is in transit.
How much is shipping?
Shipping to the United States is free for orders over $50, and shipping costs $5.95 for any order under $50.
How do I track my order?
Once your order ships you will receive an email with tracking details.
You can also log in to your Origin Labs account to find tracking details for each order. Once you are logged in to your account, click Order History, select your order and you will see a tracking link for the order.
I have more than one subscription, can I combine them?
If you have more than one subscription and they renew on different dates, you can merge the subscriptions so that both orders will process on the same date, by logging in to your Origin Labs account.
After logging in to your account, scroll down the page and you will see a button to Merge Subscriptions.
Can I order without a subscription?
You sure can. All of our products can be purchased as one time purchases without a subscription.
Do you ship internationally?
At this time, we do not ship internationally. Keep an eye out, though, as we grow we hope to be in your country soon!
Rewards
How does the rewards program work?
Full details for the rewards program can be found here.
How do I join?
When you place an order you are automatically added to the rewards program. You can also register a new rewards account here.
Create a rewards account to be automatically enrolled in Origin Labs Rewards. If you already have an account, you are already qualified. Just sign in or register your account to access your benefits.
What do I get for joining?
You’ll receive 10 points instantly upon signing up. As you earn more, you can apply your points to future orders to receive discounts at checkout. Full details can be found here.
How do I access my points?
You can access your points at any time by logging in to your rewards account here.
What determines my tier once I create my account?
Once you create your account, every dollar you spend on our site will earn you points to use for discounts on future orders. The number of points you earn determine which reward level you are at. Full program details can be found here.
What products can I use my reward points on?
You can apply discounts via your rewards points on any products except for gift cards and products that are not publicly available but sold for product testing purposes only.
Can I use all of my points at once?
Yes, you can use the points in your account for discounts up to the amount of your shopping cart.