Frequently Asked Questions
Has COVID-19 affected my order of Glyde Mobility Chews?
Parnell knows it is critical to do our part in response to COVID-19. We are diligently following the best practices as outlined by the CDC. This is a good reminder for us all about the importance of family, which includes our furry members. While we are working remotely, rest assured your Glyde products will still be delivered when you need them and in the safest way possible.
When will my order ship?
Parnell ships Monday through Friday excluding holidays. Please allow 1-2 business days for your order to process before it is shipped. Orders typically arrive within 3-7 business days. All orders ship for free.
How do I use my discount code?
Select the product you want to order and click on the “Add to Cart” button. Once you have made all of your selections, click on the “Check Out” button. On the order summary, there will be a blue highlighted area that says “Have a discount code? Enter it here.” Click on that, and enter your code. Then hit “OK.” It will take off the necessary discount. Please note: only one discount code is allowed per order.
Why do you ask for my veterinary clinic?
Parnell partners with veterinary clinics across the U.S. and Australia to bring product solutions to pet parents. The online pharmacy uses your location in order to populate a list of veterinary clinics near you. You are required to select the clinic that your pet is associated with in the drop down menu before purchasing so that Parnell can give a portion of the proceeds to your veterinary clinic to support their efforts. If you don’t see yours, simply select “other” from the drop down menu.
What is your return policy?
Parnell does not accept returns nor offer refunds except for goods that have an obvious defect caused during the manufacture of the product. Parnell may offer a refund or replace a defective product to the extent required by law and reserves sole right to determine the authenticity of a claimed product defect upon you returning the product to Parnell at your cost. Parnell maintains a database of product quality complaints and upholds the quality of its products. There are occasions when product defects can occur without our knowledge and we will investigate all product quality complaints upon the product being returned. We do not offer refunds if your pet will not consume the products.
What is the Subscribe & Save Plan?
Subscribe & Save is an automatic subscription plan. Ensuring that pets receive daily treatment is essential to protecting them. When you enroll in the subscribe & save plan, regularly scheduled deliveries of the product you choose will be sent so you never run out, and your pet is able to keep doing the things he or she loves. Plus, by signing up, you will receive a 10% discount off of every shipment!
How do I enroll in the Subscribe & Save Plan?
Simply choose the product that you want to order and click on the option for subscribe & save. Then choose whether you want that product size delivered to you every 30, 60 or 90 days. Once your order is received, the automatic shipments of the product will occur according to the interval that you chose.
How do I cancel my enrollment to the Subscribe & Save Plan?
Cancellation of subscription orders must occur at least 24 hours before renewal is processed. If cancellation occurs after the renewal is processed it will not occur until the next renewal is due. To submit a subscription cancellation request, please email us at aucompanion@parnell.com.
What are your Terms of Service?
Parnell provides website content, website features and other products and services to you when you visit or shop at Parnell websites or purchase or use any of Parnell’s products for or on your pet or use any services, applications for mobile or use software provided by Parnell in connection with any of the foregoing. By using Parnell Services, you agree to these conditions.
What does 'DOM' mean?
Originally Glyde Mobility Chews were labeled with a 'DOM' or Date of Manufacturing, which was the date it was made. The product labeled with DOM is good for two years from that date. This has been confusing as some thought it was good until that date, which is not the case. Our current bottles of Glyde have now been labeled with a "Best By" date to avoid this confusion moving forward.
I bought my Glyde on another website. The seal is broken (or any problem), would you replace it?
Unfortunately, we cannot guarantee the products purchased on other websites and will not be able to replace products you have purchased from another website. We sell our products to pet parents either directly through your veterinary clinic or through our online pharmacy at store.parnell.com. The benefit of purchasing Glyde directly from us is your product is authentic and has passed Parnell’s strict quality standards. Plus, you will be eligible for an ongoing discount via our ‘Subscribe and Save’ program. Additionally, your veterinary clinic will be rewarded from your purchases. If you have further questions regarding your product, please email us at uscompanion@parnell.com.
My dog has passed away and I’d like to cancel my subscription.
At Parnell Living Science, we know our four-legged friends are not just pets – they are family. We are very sorry for your loss. We appreciate your patronage as a customer of Glyde Mobility Chews. We will cancel your subscription immediately upon notification. Simply email us directly at uscompanion@parnell.com.
