FAQs
We have compiled the following questions most frequently asked with responses for your convenience.
If you still require further information, please contact our UK-based customer service team here.
I am waiting for my Test Kit to arrive, how long will it take?
We’ve designed our test process to be eco-conscious and straightforward—there’s no physical kit sent out.
Once you’ve completed your order, you’ll receive a confirmation email with a unique reference code. Simply follow the instructions and send us your pet’s hair or fur sample.
You don’t need any special packaging. Just place your pet’s sample in a small, sealable bag and include your full name and unique code. Then place it in a secure mailing envelope.
Please ensure you apply the correct postage, as we can’t accept unstamped mail.
Send your sample to:
UK Pet Food Intolerance
PO Box 1431
LINCOLN
LN5 5AP
You’ll receive your results within approximately 3 to 5 working days after you receive our “sample received” email or text notification.
If you haven’t heard from us within 2 weeks of posting your sample, please check your email’s spam or junk folder—sometimes our messages can be filtered there.
Please note that delivery times can vary depending on your chosen postal method. We recommend using a tracked or priority service for peace of mind.
What’s included in my test?
The test includes one pet food intolerance test.
The results will show the full list of items tested, with a traffic light system implemented. Green = No reaction, Amber = Slight Reaction, Red = High Reaction
What should I do with the results?
To increase your pet’s quality of life, you should, over a period of 6–8 weeks, completely exclude the items your pets’ body is intolerant to. During this time, your pets’ body will get the peace and quiet it needs to repair itself. After this, you can gradually and in small increments reintroduce the items to see if there is any reaction
How do your tests compare to blood samples?
In addition to being less invasive and significantly cheaper, your pets last meal may affect the results of a blood sample, whereas a fur sample has the information stored for a longer period and reflects a wider time frame.
How do I take a fur sample?
The safest way to take a fur sample is by utilising a pet brush using the fur that is shed, pop this into the small bag provided in the testing kit. If you pet doesn’t shed fur, then carefully cut a small sample from your pet
How much fur do I need to submit?
A small amount, 5 individual strands. We don’t require clumps of fur.
What’s the difference between allergy, hypersensitivity, and intolerance?
There is quite a big difference between being allergic, intolerant, or hypersensitive to a substance however, the symptoms often resemble each other. For those who get ill from their diet, it may feel equally bad. The devil is known by many names, some might say. Our test results will shed a light on what intolerances your pet might have, in other words, which ingredients to avoid. An intolerance may pass after a period, while an allergy lasts for life.
Where are the samples tested?
All pet intolerance tests are processed in the UK. Results are uploaded to your results portal, typically within 72 hours upon receipt of your hair sample.
How do I purchase an intolerance test from you?
Tests can be easily ordered on our website. Should you have further questions, please do not hesitate to email us or utilise our live chat service.
Why are your tests so much cheaper than your competitors?
Here at UK Pet Food Intolerance, our main goal is to help animals live a healthier and happier life, therefore, we don’t see any value in overcharging for our tests.
How do I find my order number?
Your order number will be clearly stated on your order confirmation email that you will have received when you made the initial purchase. Please check your junk / spam folder if you haven’t received this email
Not received your test results?
Once your sample is received an email notification will be sent advising of its arrival. Your results portal will also change to show “sample received” If after 72 hours your results are not available to view, please get in contact with one of the team.
We have a dedicated team on hand to investigate and resolve the matter in a timely fashion, so if it has been longer than that, don’t hesitate to reach out
We will aim to respond to you within 24 hours.
Are there any samples you cannot accept/test for my pet?
We cannot test or accept any kind of medication. This includes medication in any form – tablets, ointment, cream or powdered. Please do not send substances such as bleach, toxic chemicals or fuel. We also ask that you do not send the packaging with your item i.e do not send a full canister of spray, full pack of treats or full bottle of liquid – we cannot send these back and cannot test the packaging.
Contact Us
Pet Food Intolerance UK
Business Hours
9am to 5pm (GMT), Monday to Friday.
We aim to respond within 2 hours of a working day.