Frequently Asked Questions

Purchasing

Purchase Locations?

ClueJay pet tests are available for purchase on ClueJay.com and our partner pet care companies. Tests are sold and shipped in all 50 states but not yet in U.S. territories or in other countries.

ClueJay will be available for purchase through more online retailers and a variety of both large and small pet retail stores soon. Authorized pet service providers like kennels, day cares, groomers, and trainers, may also carry and sell the pet tests. Authorized non-profit shelters and rescues can sell ClueJay test kits or include them in their adoption fees. Veterinarians may recommend or offer ClueJay tests as a more convenient option to complete needed veterinary tests for pets.

Why Test Kit Fee + Lab Fee?

ClueJay test kits and lab fees are sometimes paid separately (“split pricing”) when purchased through some partners. Pet owners purchase the test kit at ClueJay.com or from a retailer or pet service provider. When ready, pet owners activates the test online with the lab fee and mails the pet’s sample for testing. The lab fee covers test activation, sample processing, shipping to the lab, and reports that can be shared with a veterinarian. Split pricing is a different pricing approach compared to most local  veterinarians who combine testing materials, time, and the lab fee into one (aggregated) consumer price.

ClueJay uses “split (disaggregated) pricing” for two reasons.

The first is simple – ClueJay can give pet owners direct control over test upgrades or add-ons (both coming soon). In other words, if a Level 1 stool test kit is purchased, a pet owner can optionally “upgrade” to a Level 2 or Level 3 with different lab fees upon activation. Or if the Level 1 stool test comes back negative (no parasites found), a pet owner can “add-on” other tests like Giardia (Level 2) with a lab fee within a defined period.

The second reason is designed to support the ClueJay mission of increasing access to high quality healthcare for pets and their people. That means getting ClueJay test kits in the many locations that people shop for their pets, both online and in-store. In a “combined (aggregated) pricing model” for lab tests, the retailer or pet service provider would need to purchase and inventory all costs of the product (test kit) and service (lab analysis) before selling it to their consumer. By splitting off the cost of lab analysis, the test kits become more affordable for independent pet stores and pet service providers, shelters and rescues to stock.

ClueJay believes that our value chain should include those small, even tiny for-profit businesses and non-profit organizations that are directly caring for the pets we adore. By significantly lowering their start-up and carrying costs of ClueJay inventory, we can help support them and further elevate their role in pet health and wellbeing. While we work closely with national retailers to maximize access to our healthcare solutions, we have intentionally designed our business, distribution, and pricing models to support these small business pet service providers and non-profits in local communities.

Payment Options?

ClueJay.com accepts all major credit and debit cards (Visa, MasterCard, American Express, Discover, Diners Clue; PayPal and Google Pay coming soon).

Note that ClueJay test kits and lab fees are paid as separate transactions (See FAQ Purchasing: Why Kit Fee + Lab Fee?). Pet owners purchase the test kit at ClueJay.com or from a retailer or pet service provider (e.g., kennel, day care, groomer, trainer). When ready, the pet owner activates the tests online with lab fee and mails the pet’s sample for testing. The lab fee covers test activation, sample processing, and reports that can be shared with a veterinarian.

ClueJay believes in increasing access to high quality healthcare with transparent, affordable pricing. Sometimes though, “affordable” means spreading out payments over time and not paying the full amount at once. For this reason, (coming soon) we will offer an optional payment installment plan.

Without any additional cost (service fee or interest), pet owners can pay for the ClueJay test kit and/or lab fee over 4 monthly installments rather than all at once.

This payment installment option even applies to our authorized pet service businesses and non-profits that purchase directly from ClueJay to resell ClueJay test kits.

Payment Plan?

ClueJay believes in increasing access to high quality healthcare with transparent, affordable pricing. Sometimes though, “affordable” means spreading out payments over time and not paying the full amount at once. For this reason, (coming soon) ClueJay will integrate an optional payment installment plan.

Without any additional cost (service fee or interest), pet owners who purchase from ClueJay.com can pay for their ClueJay test kit and/or lab fee over 4 monthly installments rather than at once. 

This payment installment option even applies to our authorized pet service businesses and non-profits that purchase directly from ClueJay to resell ClueJay test kits.

Promos/Coupons/Discounts/Offers?

ClueJay makes available national promotions, coupons, discounts, and/or other offers on special occasions. Please sign up for our newsletter at ClueJay.com to get these notifications. You can unsubscribe from these emails at any time.

ClueJay prices ClueJay pet tests fairly, affordably, and consistently for consumers, businesses (pet service providers), and non-profits (shelters and rescues). Our pricing is intended to support our mission of increasing access to high quality healthcare for pet owners, wherever they might choose to purchase the tests.

We don’t inflate ClueJay retail prices to force our customers into chasing the next coupon or promo. That’s not transparent pricing and that’s not good for pets. Pricing fluctuations shouldn’t discourage a pet owner from purchasing a test when the pet needs it. We want to focus our time on delivering premium quality test results and not on pricing gamesmanship.

Multiple Pet or Test Discount?

Sorry, at this time ClueJay does not offer consumer discounts for multiple pets or multiple tests. When you create your account though, indicate what other pets you care for so we can notify you when offers or discounts arise for certain pet or test types.

We do offer wholesale pricing for Authorized Pet Service Providers and non-profit pricing for Authorized Shelters and Rescues.

Pet Insurance Coverage?

ClueJay Veterinary Lab Tests From Home are authentic, professional pet tests that are veterinary approved. If a pet insurance company covers an equivalent test through a veterinarian, they should cover that same test through ClueJay. However, coverage’s vary so please reach directly to your pet insurance company to inquire. Your pet insurance representative is welcome to reach to us with questions at business@cluejay.com or 1-833-PET-TEST (833-738-8378).

Cancel Purchase?

ClueJay pet tests purchased at ClueJay.com are final and not cancellable. This is because the purchase order is sent in real-time to ClueJay Fulfillment Center for linking of the test kit to the pet owner, final assembly of the test kit, and release for shipping. This ensures that orders placed first are queued to be fulfilled first.

Note that ClueJay pet tests can be purchased and then “activated” days, weeks, or even months later. Pet owners don’t need to activate with the lab fee until ready to send in the sample. This makes it convenient (for example) for pet owners who want to keep a ClueJay Stool Test readily available for that “surprise” episode of soft stool or diarrhea, or for that next wellness stool test required by the kennel or recommended by the veterinarian weeks or months from now. Simply activate, collect, and mail right from home when ready.

Please refer to FAQ: Shipping: Refunds Or Replacement if you were not satisfied with the product you received for any reason. For questions regarding cancellation, refunds, or replacement, pet owners can chat with customer support at ClueJay.com during normal business hours, email hello@cluejay.com, or call 1-833-PET-TEST (1-833-738-8378).

Pet Service Provider Wholesale Pricing?

Yes. Wholesale pricing is available for Authorized Pet Service Providers (PSP) such as pet boarding & daycare, pet grooming, pet sitting & walking, pet training, pet wellness, pet nursing, and veterinary care.

ClueJay believes in increasing access to high quality healthcare with transparent, affordable pricing. Sometimes though, “affordable” means spreading out payments over time and not paying the full amount at once. For this reason, (coming soon) we offer an optional payment installment plan. For no additional cost (service fee or interest), Authorized Pet Service Providers can pay for the ClueJay test kits over 4 monthly installments rather than all at once.

PSPs can request wholesale pricing and learn more at Business.ClueJay.com or email business@cluejay.com.

Shelter & Rescue Non-Profit Pricing?

Yes. ClueJay works with 501(c)(3) shelters and rescues that support pets. ClueJay pet tests can be offered for sale or included in the adoption fee for post-adoption recheck testing. The new pet owner can simply activate the test online with the lab fee to complete the post-adoption recheck testing. ClueJay also has a shelter-direct testing program for more efficiently and affordable testing of not-yet-adopted animals.

ClueJay believes in increasing access to high quality healthcare with transparent, affordable pricing. Sometimes though, “affordable” means spreading out payments over time and not paying the full amount at once. For this reason, (coming soon) we offer an optional payment installment plan. For no additional cost (service fee or interest), Authorized Non-Profit Shelters and Rescues can pay for the ClueJay test kits over 4 monthly installments rather than all at once.

Managers of these organizations can request non-profit pricing for ClueJay pet tests and learn more at ClueJayShelterRescue.com or email business@cluejay.com.