Best Friend Bioscience logo
Best Friend Bioscience logo

FAQs

General

Yes! At Best Friend Bioscience, we’re committed to sustainability.

Our approach is to use paper where possible and plastic only where necessary. The unique process of portioning on-demand custom meals with freeze-dried nutrition is a perfect example, allowing us to use functional barrier paper to maintain freshness while offering a more sustainable solution.

Functional barrier paper serves as a substitute for current industry-standard packaging, which often uses multiple materials like plastic to guarantee long shelf life and is frequently not recyclable.

Designed to be curbside recyclable in paper streams and made from responsibly sourced materials, functional barrier paper offers a renewable alternative to plastic laminates and multi-material, aluminum-based packaging.

Our boxes, food pouches, and labels are 100% recyclable, including the adhesive. 

We believe in providing high-quality nutrition for your dog while doing our part to protect the planet. We’re continuously looking for ways to reduce our environmental impact and make responsible choices throughout our packaging process.

While we’re thrilled that you’re considering Best Friend Bioscience for your new puppy, our products are specifically formulated for adult dogs aged 1 year and older.

Once your puppy celebrates their first birthday, we’d be delighted to help you transition them to our products for optimal health, happiness, and longevity.

Yes, we offer returns and refunds within 14 days of purchase.

If you’ve purchased a Best Friend Bioscience Gut Transition™ Kit and it remains unused and in good condition, you can return it for a refund within 14 days from the date of purchase.

For our Personalized Pet Nutrition Plan/Subscription, if you don’t see the benefits within 14 days of receiving your initial order, we encourage you to reach out to us at [email protected]. Our team will work with you to process a refund or explore alternative solutions.

To start a return, you can contact us at [email protected] or use the self-service return option available in your customer account portal (if your order qualifies). Returns should be sent to the following address:

Best Friend Bioscience, Inc.
1887 Main Street, Suite 204
Washougal, WA 98671
Telephone: 1-360-230-8606

For more details, please visit our Returns and Refunds Policy at www.store.bestfriend.bio/policies/refund-policy

We’re here to help ensure you and your best friend have a great experience with our products!


My Dog

Yes, you can! To add another dog to your Best Friend Bioscience profile, simply go to your Best Friend Bioscience profile, go to My Dogs and select Add a New Dog.

From there, you can complete the setup for your new dog by providing details such as their name, breed, age, and specific needs. This allows us to personalize recommendations for each of your best friends. 

If you have any trouble adding a new dog, our support team is here to help!

You can remove your dog’s profile by logging into your Best Friend Bioscience account and going to My Dogs. Click Profile and select Delete and follow the prompts. 

Yes, you can! Simply log into your account, navigate to your dog's profile, and click on the Profile tab. From there, you can make updates to your dog's information, such as their name, age, weight, or any other details you'd like to adjust. It's quick and easy to keep your dog's profile up-to-date!

Food and Nutrition

Knowing your dog's calorie needs is a key part of managing their weight and overall health. To help with this, we offer personalized meal pouches that are designed to meet your dog’s specific energy requirements based on their size, breed, activity level, and health goals. 

If your vet has reported that your dog needs to lose (or gain) weight, we can adjust their portion sizes while still providing essential nutrients. 

It’s important to follow the servings provided and avoid feeding extra treats or table scraps to ensure your dog stays on track with their calorie goals. Our team will work with you to fine-tune their diet as needed per order.

At Best Friend Bioscience, food safety is our top priority.

Our recipes are carefully crafted to meet the standards set by AAFCO’s Dog Food Nutrient Profiles.

We use High-Pressure Processing (HPP), a food pasteurization method that effectively eliminates harmful bacteria like E. coli, listeria, and salmonella, while preserving the raw integrity of the food.

To further protect the beneficial ingredients, we encapsulate the prebiotics, probiotics, and postbiotics, ensuring they remain intact through the HPP process.

Our facilities are FDA registered, providing assurance that our dog food is produced in a safe, compliant environment.

Freeze-dried food and raw dog food both offer the benefits of a natural, unprocessed diet, but there are key differences in how they are prepared and stored:

Raw Dog Food: This is minimally processed and usually requires refrigeration or freezing to maintain freshness. It can sometimes be a challenge to handle, store, and serve, and it may carry risks such as bacterial contamination if not stored and handled properly.

Freeze-Dried Dog Food: Freeze-drying is a preservation process that removes moisture from the raw ingredients while maintaining their nutritional value. It’s shelf-stable, doesn’t require refrigeration, and is safer to handle. 

Freeze-dried food is a great option for dogs who need high-quality, nutritious meals that are easy to store and serve. The freeze-drying process preserves the natural flavors, vitamins, and nutrients found in the ingredients, while ensuring they stay safe and shelf-stable. Our food is dehydrated, lightweight, easy to transport, and has a long shelf life without the need for preservatives. Freeze-dried food also retains the natural taste and texture of raw ingredients, which can be more appealing to picky eaters. 

Our freeze-dried recipes offer an excellent way to offer your dog the benefits of raw feeding without the mess and hassle, providing a more practical, long-lasting option for busy pet owners.

Best Friend Bioscience has taken the guess work out of meal time!

Our freeze-dried dog food does not need to be refrigerated or frozen; it just needs to be kept in a in cool dry place like your kitchen counter or pantry.

Our single-serve meal pouches are designed for convenience, so there’s no need to worry about repackaging. 

If you’ve chosen our sustainable packing option, where two daily meals are included in one pouch, you can simply store the remaining food in its original packaging and fold the bag closed ensuring the food stays fresh and ready to serve at your dog's next mealtime.

Best Friend Bioscience is a balanced, nutrient-rich, complete diet, providing everything your dog needs to thrive. While we know dogs love their treats, please be mindful of their total daily calorie intake. For the best microbiome results, we recommend keeping additional treats to a minimum. If you'd like to use BFB as treats, we offer convenient 100g sample/treat pouches, perfect for rewarding your best friend while supporting their health.

Feeding and Transitioning

For our Transition Packs, we’ve included clear percentage guidelines on the packaging to help you safely transition your dog from their old food to their new BFB food over the course of one week.

Here are the percentages that we have listed on the Transition Pouches:

  • Days 1 and 2: 25% Best Friend Bioscience, 75% old food. 
  • Days 3 and 4: 50% Best Friend Bioscience, 50% old food.
  • Days 5 and 6: 75% Best Friend Bioscience, 25% old food.
  • Day 7: 100% Best Friend Bioscience. 

This gradual transition minimizes digestive upset and supports your dog’s overall health. Just follow the instructions, and you’re all set!

If your dog is a picky eater, you're not alone! Many dogs can be selective, but Best Friend Bioscience meals are made with high-quality, natural ingredients and rich flavors that dogs love.

To help your dog try something new, add a little warm water to the food, stir, and let it sit for 30 seconds. This enhances the flavors and aroma. You can also customize meals with our tasty add-ons of freeze-dried fruits or vegetables, boosting both flavor and nutrition.

To see if your dog enjoys the food, we also offer sample boxes on our website, so you can try before committing to a full order:  

Each Best Friend Bioscience meal pouch contains a complete, single-serving, making feeding your dog easy and fuss-free.

Just open the pouch and serve as a full meal. For extra flavor and aroma, mix in a little warm water, stir, and let it sit for 30 seconds before serving.

To preserve the microorganisms and nutrients in the food, we recommend avoiding hot water and/or microwaving the food.

Sample Collection and Data

Your Best Friend Bioscience Gut Transition™ Test Kit includes 3 fresh stool sample collection tubes. 

  • Barcodes are pre-scanned for your account, please use the tubes in order. 
  • Please take a photograph of the poop prior to collecting the sample and upload to your account.

Collect the 3 samples according to the time frames below:

  • Sample 1: Collect at the beginning of Week 1, before starting Best Friend Bioscience.
  • Sample 2: Collect at the end of Week 2.
  • Sample 3: Collect at the end of Week 3.

On each collection day, collect one spoonful of fresh stool from your dog’s first bowel movement of the day.

  1. Select the appropriate tube from the box.

  2. Unscrew the tube cap and use the attached spoon to collect the sample.

  3. Collect the sample from the middle/inside of the poop. This part has the most representative bacteria and microorganisms.

  4. Return the spoon and material back into the tube and tighten the cap.

  5. Shake to mix the contents until thoroughly blended.

  6. Write the date that you took the sample in the marked date boxes inside the kit.

  7. Place the tube back into the kit and store in a cool, dark, dry location until you are ready to return the samples together. 

Once all samples have been collected, please register the date each sample was collected on the Best Friend Bioscience website.

If you have any questions or need assistance, feel free to contact us!

Once all 3 samples have been collected and secured back in the Sample Collection Kit, place the whole kit into the return envelope and securely seal the flap. 

Drop off the envelope at any USPS location or give it to your local USPS carrier. 

Keep the envelope cool and out of direct sunlight.

After collecting your dog's sample(s), login to your BFB account to register the details.

  1. Verify that the tube you’re using matches the barcode registered online.
  2. Enter the date you collected the sample and ensure it’s also written inside the kit.
  3. Follow the prompts to describe your dog's poop.
  4. Upload any photos of the poop that you have.
  5. Save your information. Repeat these steps each time you take a new sample.

Your Plan and Subscription

Subscription intervals are selected during the initial order process. Our goal is to dispatch your next subscription box before you finish your current box. The subscription amount will be charged automatically. 

Each subscription box is carefully prepared based on the nutritional information from your previous order, unless you’ve informed us of any changes in your dog’s health or weight. We’re here to ensure your best friend’s needs are always met!

Need to adjust the frequency of your subscription? Simply log into your Best Friend Bioscience account and click on Manage Subscriptions to make changes anytime.

We are happy to assist with instructions on how to skip your subscription.

1. Login into your account Login Page

2. Click Subscriptions

3. Locate your subscription and click Manage

4. Click Skip Shipment

Proceed to complete the steps to successfully Skip your next Shipment.

If your next shipment is within 1 week please call us directly via Chat with Us.

We are happy to assist with instructions on how to pause or cancel your subscription.

1. Login into your account Login Page

2. Click Subscriptions

3. Locate your subscription and click Manage

4. Click Pause or Cancel Subscription

Proceed to complete the steps to successfully pause or cancel your subscription.

To change your address, simply log in to your Best Friend Bioscience profile and head to your account. From there, you can click onto Address Details and edit or delete your current address. 

Shipping and Delivery

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

You can also track your order on our website here My Orders

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