Frequently Asked Questions
Welcome to our FAQ page! We’re covering our most asked questions. We’ll answer all your top questions in the list below.
Taking & sending your sensitivity sample
I’m waiting for my kit to arrive, how long will it take?
There is no physical kit that’s sent out to you. Once you’ve completed your order please following the emailed instructions and send us your hair sample to the address provided.
You do not need any special packaging to send your sample in, just place your hair into a small sealable bag clearly stating your redemption code and name in a secure mailing envelope.
Please remember to pay for the correct postage as we cannot be responsible for mail without postage.
Addressed to the following:
My Pet Health Store,10014 N DALE MABRY HWY STE 222TAMPA FL 33618-4426
You should receive your results within 5 working days of receiving your “sample received” email/text notification. If you haven’t received any correspondence from our team within 2 weeks of sending us your pet's sample then please check your email SPAM or JUNK folder as sometimes our emails can go into this area.
Please be aware that different methods of post can take different lead times to arrive.
We recommend sending your sample using a priority tracked service.
How do I know you’ve received my sample?
As soon as our lab has received your hair sample we will send you a confirmation email. We aim to provide your results within 5 working days of you receiving this email.
If you haven’t received any correspondence from My Pet Sensitivity then please check your email SPAM or JUNK folder as sometimes our emails can go into this area. Please don’t hesitate to get in touch if you feel it’s been longer than this as our support team can check the status of your order and resend if necessary.
Are the tests painful for my pet?
No, they are pain-free and simply require a small sample of hair strands.
My pet's hair is very short. Can you still complete the tests?
We only require a few strands of hair for testing. If your pet's hair is longer than an inch, 10 strands should be sufficient. If it is shorter than an inch, we recommend taking 10-15 strands. We can test any of your pet's body hair except pubic area. When cutting the hair, cut as close to the root as possible.
Do you have to cut the hair or pull it out?
You can take the hair sample from anywhere on your pet’s body. Brush with a clean comb/brush, cut, or gently pull. Whatever is easiest for you and your pet. The root is not required.
Do I need to wash my pet prior to taking the hair sample?
It is not required for your pet's hair to be freshly washed prior to submitting the sample.
My pet is taking medication and/or supplements, will this affect the results?
Medications or supplements being taken will not affect the testing results. Your pet can continue with any medication or supplements they are taking on a routine basis.
Pet Sensitivity Results
I had a test by another provider but my results are different. Why is this?
Tests from different companies will often return different results. This is because in order to be able to accurately compare two tests it is imperative that everything remains exactly the same, including the type of test, the equipment used, the manufacturer of the test, the test protocol and the reporting ranges. If one variable is different tests are not comparable.
I want to discuss my results with you. Is this possible?
Yes. Due to the sensitive nature of results and our data protection policy you must be able to provide your name, email and unique reference code to discuss your order so please have these ready. We can accept enquiries via phone, email or live chat.
I want a refund what is your company policy?
For customers who have purchased directly on our website we offer a 100% money back guarantee. Please see our terms and conditions page for full information: https://mypethealthstore.com/policies/terms-of-service
247VetLine FAQs
I have access but it won’t let me make a call?
You need to add your pet’s details in the portal before you will be able to make or schedule a call with the team.
How do I access the service?
Your account is automatically created when you place the order. Your username and password will be sent to you via an automated email so that you can access the service.
Can I cancel my subscription at any time?
Yes, the subscription can be canceled at any time. The next payment would be cancelled, if you have paid and are in-month, this payment would not be eligible for a refund.
Click this link to login and manage or cancel your subscription.
Is this service a replacement for in-person vet visits?
While 247VetLine provides immediate advice and support, it is not a substitute for in-person veterinary care when necessary. The service can help determine when a physical vet visit is required.
What types of issues can the vets help with?
The service offers support for various concerns, including health issues, nutritional queries, behavioural advice, post-operative care, and bereavement support.
How does this service help save on vet costs?
By providing immediate advice, the service can help manage minor issues at home, potentially avoiding unnecessary and costly out-of-hours vet visits.
What is included in the 247VetLine subscription?
The subscription provides access to veterinary professionals 24/7 via phone, video, or live chat. They offer personalized advice on health, nutrition, behavior, post-operative care, and bereavement support for all pets in your household.
Is there a limit to how often I can use the service?
There are no fixed numbers of calls on usage, however, we implement a fair usage policy if a user is seen to be overly using the service, we reserve the right to pause or cancel their subscription without a refund.
How quickly can I expect a response when I reach out?
The service offers instant access to veterinary professionals 24/7, ensuring prompt responses to your concerns. The team may need to go away to get further information to have provided a full response.
Can I use this service for multiple pets?
Yes, the monthly subscription covers all pets in your household.
Is the advice personalised for my pet?
Absolutely. The veterinary team provides tailored, pet-specific advice based on your unique circumstances and questions.
Pet Sensitivity FAQs
What is a food sensitivity?
Food sensitivity happens when your pet has difficulty digesting a particular food. Having a food sensitivity can cause symptoms such as hot sports, paw biting and licking, coughing, excessive shredding, runny nose, watery and red eyes, itching and ear infections.
What is a food allergy?
Food sensitivity should not be confused with food allergy. This test is for food sensitivity ONLY. Food allergy symptoms include coughing, sneezing, runny nose/eyes, itchy mouth/eyes, swelling of the lips/face, rashes, breathing difficulties, vomiting, diarrhoea and, in rare cases, anaphylaxis. Testing for food allergy can only be achieved through a blood, skin prick or patch test which My Pet Health Store do not offer.
How many items do you test for?
We test for up to 550 food and drink items. Our tests covers proteins, grains, vegetables, fruits, fats, seafood, additives and preservatives. The intolerances are listed into 3 levels of reactivity based on the response upon exposure.
What is Bioresonance Hair testing?
Bioresonance therapy is one of a number of procedures including homeopathy, acupuncture and other naturopathic procedures within the area of empirical healing. Bioresonance therapy was invented in Germany in 1977 by Franz Morell and his son-in-law, engineer Erich Rasche. The concept of bioresonance is that the machine’s electromagnetic waves create a resonance in our body’s cells which, in turn, brings about the desired effects.BioResonance is a safe and gentle, non-invasive alternative therapeutic technique designed on the premise that all particles of matter generate electromagnetic energy.
Do you test for allergies?
Sensitivity NOT Allergy
No. This test is NOT for allergy. It is easy to confuse allergy and sensitivity or intolerance as the different terms are often used interchangeably, which leads to misinterpretation. Allergy and sensitivity are not the same. Of course if a pet is allergic to a food item it could be described as being ‘sensitive’ however as a health condition allergy is different from sensitivity or intolerance.
There are a couple of fundamental differences between allergy and sensitivity; having food sensitivity may be uncomfortable and cause symptoms that, whilst annoying, embarrassing or even debilitating, do not have the potential to be life-threatening like those caused by food allergy; food sensitivity can also change over time, it can often be overcome through implementation of a food elimination diet and/or improving gut health, however food allergy tends to be lifelong.
The physiological process, which takes place in the body during an allergic reaction, is also entirely different to that of sensitivity. An allergic reaction involves the immune system and cells called antibodies, whereas this is not involved in sensitivity. Hair testing does not test antibody levels therefore this is why it cannot be used to test for allergy.
What is non-food sensitivity?
Non-food items can, just like food items, cause the pet's body to react, which leads to the production of symptoms such as headaches and fatigue. It is important to note that this is not an allergy test and therefore any known pollen, dust mite or mold allergies may or may not come up in this test.
What is metal toxicity?
Metal toxicity is the build-up of large amounts of heavy metals in the soft tissues of the body. The heavy metals most commonly associated with poisoning are lead, mercury, arsenic and cadmium. Exposure usually occurs through industrial exposure, pollution, food, medication, improperly coated food containers or the ingestion of lead-based paints. Symptoms vary between the different types of heavy metals.
What is an elimination diet?
An elimination diet is the removal of intolerant or problematic foods and drinks from a daily diet. It is conducted over a short period of time, normally around 4 weeks. In certain cases we may recommended you to conduct a longer elimination diet for your pet, however generally around 4 weeks is sufficient time to experience positive results. At the end of this period you can reintroduce items one by one at the same time as monitoring your pet's symptoms and general wellbeing.
What can your pet eat on an elimination diet?
Your pet can eat any items, which are shown as having no reactivity, except any known allergies or intolerances.
Always consult your vet if you are unsure about your pet's diet, health or wellbeing.
Didn't find what you were looking for? Feel free to contact us at any time!