FAQ

Q: How much does shipping cost?
A: Please read about our order fulfilment and shipping process here.

Q: How long will it take to get my order?
A: We are currently processing most orders within 1-2 days, however this may be delayed depending on our personal schedules. Items with longer lead times are noted on the individual product page. When we send you the quote for shipping, we will provide approximate shipping times for each shipping option.  If you have a specific requirement, please make note of it in the comments section of your order and we will try our best to accommodate your request. You can also email sales@synergyk9solutions if you have any questions about your order.

Q: How do I scent my own cotton swabs?
A: This is not an easy question to answer.  We use very large jars with hundreds of cotton swabs, so the amount of oil we use is different than what you would need for a smaller amount of swabs.  Many droppers have different size drops so giving a “formula” would also be difficult.
We suggest checking with the organization(s) you plan to compete under to ensure your dog has been exposed to the strength of odour in the rule book, however you should be training with a varying amount of odour, so your dog has seen many strengths. We also recommend not starting a dog on intense, strong odour as it can be overwhelming for many dogs. The dog only needs exposure to varying strengths to gain the understanding.

Q:  How should I store my oils?
A:  Your oil vials should be stored in an airtight container with the caps, not the droppers.  Keep oils away from extreme temperatures and never expose to an open flame.  Please store your oils where your dog(s) cannot access them.  Dogs should not have access to the vials of oil, as they may accidentally swallow it or break the glass.

Q:  How should I store my scented swabs?
A:  Your scented cotton swabs should be stored in an airtight GLASS container with a secure lid.  We recommend storing your swabs where your dog(s) cannot access them so they do not accidentally ingest the swabs or break the glass.

Q:  How many times can I use my scented swabs?
A: Your swabs can be used many times! Remember to always contain them in a “hide vessel” (tin, tube, straw, etc.) to minimize contamination of the environment AND of the swabs themselves. We recommend removing the clean swabs from their hide vessel and placing them back into the jar of swabs after use so they can refresh. If you have swabs that have become contaminated with dirt or other substances, you may want to put them into a separate jar of “dirty” swabs – these are still useable, however you should note that dogs can make associations with anything odour may be paired with.
The longer your scented swabs are outside of an air-tight container (like your glass storage jar) the more the odour will dissipate. The odour does not fully go away, but the strength will decrease. If the swabs still look clean but the odour seems greatly reduced, you can “refresh” with new oil.
While we know many instructors/trainers throw away their swabs after every use, we believe that not all trial hides are fully “clean” and that dogs should see many variations of how odour may be presented.

Q:  I purchased some oils and they have leaked.
A:  All of our oil vials are shipped with special caps that should prevent any leakage. The droppers are included, however we recommend storing the vials with the caps since the rubber on the droppers can deteriorate with long-term exposure to the oil.  If the oil has leaked in your package during mailing, please contact us ASAP with a photo of the contents of the box. Discard the oil vial that has leaked. Other items in the package are in bubble wrap or plastic bags and should be fine if you take them out of the packaging and air them out – you should also throw away the packaging .
We do not warranty oils from leakage if improperly stored!

Q: My Anise oil has solidified, is it defective?
A: It is unlikely there is anything wrong with your oil. Due to the high content of the molecule Anethol in Anise oil, it may crystallize/congeal at cooler temperatures. Pure anise oil has a congealing (crystallization) point of 15ºC or 59ºF.   If this happens, simply warm the oil by placing in a warm location or warm water bath until it is liquefied and shake. 
**DO NOT EXPOSE YOUR OIL TO HIGH HEAT OR OPEN FLAME!**

Q: The oil I recently purchased smells different than the oil I already had.  Is there something wrong with it?
A: It is unlikely there is anything wrong with your oil.  More than likely, your existing oil is from a different batch than the new oil.
Essential oils are botanical extracts and will have slight variances due to variables such as: growing location (regions, countries), weather conditions (temperature, sunlight frequency), moisture content (rain frequency, plant water content), and soil conditions (temperature, nutrients).
All of these factors mean that every single batch of authentic essential oil will have small differences in the chemical profile and therefore may have a slightly different aroma.
In our experience, dogs have responded to the signature odour of the essential oil, even with these differences. Remember to use the correct botanical names of the oil (not blends or synthetics) and your dog(s) should have no issues.

Q: I found some oil locally that says it is for aromatherapy use. Can I use this instead?
A: The oils we sell and those used in Nose Work/Scent Work are pure essential oils with specific botanical names.  Aromatherapy may use the same oils but may also use “carrier” oils to dilute the oil.  Make sure you are using PURE essential oils, with nothing cut or blended into the oil, and that they are not “fragrance oils”.

Q:  Do I need to use cotton swabs? Can I just use oil directly on items?
A:  PLEASE DO NOT PUT YOUR OIL DIRECTLY ONTO ITEMS! You should always use a cotton swab (with paper stick) or cotton ball.  We do not want your dog to have direct contact with the oil whenever possible.  Our target odours are pure essential oils and are not intended for ingestion or direct contact with the skin.

Q:  How do I clean my tins?
A:  If they have food, dirt or other contaminants on them, wiping them with a paper towel is usually sufficient.  You can also use warm soapy water and then air dry. 

Q:  My dog ate a cotton swab!  What should I do?
A:  We are not Vets. Please, use your discretion with this!  If you notice any change in your dog’s behaviour, seek immediate Veterinary care.  Essential oils can be harmful in large quantities, and although a cotton swab may have a very small amount of oil, we do not know what reaction a specific dog may or may not have.

Q:  My dog swallowed a tin!  What should I do?
A:  SEEK VETERINARY CARE IMMEDIATELY.  Some dogs may pass a tin, and others may not. Take care when setting your hides, especially if you have a dog that likes to grab or retrieve the hides.
NOTE:  ALWAYS PUT MAGNETS INSIDE THE TIN.  The magnets are more difficult for a dog to pass if accidentally swallowed

Q: What if an accident happens while using one of your products?
You are responsible for the correct use of the products available on our website. The consumer and/or user accepts all responsibility by purchasing or using these products. Synergy K9 Solutions will not be held liable for any damages whatsoever, including but not limited to: defect in material or workmanship, misuse or improper use of products, accident or death regardless of the cause.