Frequently Asked Questions
We have compiled some frequently asked questions for your reference. We hope you find them useful.
If you cannot find the answer to your particular question please contact us.
Cash Back
- How do I redeem my Initial Cash-Back Offer?
- As a new member to the OPTIMUM® Pet Health Drive™ you automatically receive a cash-back offer. You will receive a maximum of one cat Cash Back and one dog Cash Back, regardless of how many pets you have enrolled. You will find the Cash-Back Offer displayed in “Your Offers” within the PHD section of the website when you are logged in. Your initial cat and dog cash backs are valid for 40 days only from the date you first became a member to the Pet Health Drive™. To redeem your cash-back offer simply click on the link in Your Offers and follow the steps.
STEP 1: Enter your barcode
STEP 2: Select Method of Payment
STEP 3: Confirm Details
STEP 4: Print form and post us your barcode, receipt and confirmation form for validation
A cash back is available to new members registered to the OPTIMUM website. One dog cash-back and one cat cash-back only is available per household.
- Why is my Initial Cash Back Offer no longer available even though I have not redeemed it?
- Your Initial Cash Back Offer is valid for 40 days only from the date you first registered to the OPTIMUM Pet Health Drive. After 40 days, the offer/s will automatically expire and they can no longer be redeemed.
- I sent my barcode in to claim the Initial cash Back offer, why haven’t I received my cash back?
- It can take up to 28 days from the time we receive your barcode in the mail for us to process your request. If you have not received your cash-back after this time please contact us.
- Where do I find my Barcode?
- Your barcode is on the back of your OPTIMUM product in the bottom right-hand corner.
- Why didn’t I receive a cash-back for every pet I have registered with the OPTIMUM® Pet Health Drive™?
- Each new member who registers with OPTIMUM will receive a maximum of one cat Cash Back and one dog Cash Back, regardless of how many pets you have enrolled.
- How long will it take for me to receive my Cash Back?
- If you have chosen Direct Debit as your preferred option, it may take up to 10 days to receive your cash-back.
If you have chosen for a cheque to be mailed to you it may take up to 28 days for receive your cash-back.
If you have any concerns about the status of your Cash Back request, please contact us.
- If I add a new pet to my profile after my initial registration, will I receive another cash-back?
- No, only those pets enrolled in the Pet Health Drive when you initially register will receive a Cash-Back offer.
The initial cash back offer is only available to new members.
- I signed up to the OPTIMUM Pet Health Drive (PHD) in 2007 and have added a new pet, what do I receive?
- You will receive access to all the great new content offered on the new OPTIMUM website as part of the OPTMUM Pet Health Drive.
You will not receive another Cash Back offer, the initial cash back offer is only available to new members.
OPTIMUM® Pet Health Drive™
- I’ve registered for the OPTIMUM® Pet Health Drive™, what communications will I receive?
- As part of the OPTIMUM® Pet Health Drive™ you will receive periodic emails for each of your pets about their progress on the OPTIMUM® Pet Health Drive™ (PHD) 21 day tracker.
To ensure you receive our special newsletter mailings and other exclusive member offers make sure you opt in to receive communications from the OPTIMUM ® brand. Visit “Your Details” to opt-in to receive ongoing communications and special offers from the OPTIMUM brand.
- What about newsletters or special offers?
- If you opted into communications from the OPTIMUM ® brand we will be sending you our special newsletter mailings and information about exclusive offers and promotions. Visit “Your Details” to manage your opt-ins.
- I uploaded a photo and it has not appeared on the website…
- All photos will be approved by the OPTIMUM® brand before they appear on the site. The approval process can take up to one week. Photos deemed inappropriate will not be approved.
- I am having trouble uploading photos to the website…
- If you are having trouble uploading photos of your pet/s, please check that the image size is less than 200kb and that the image file format is either .jpeg or .gif – then try again. To upload your pet photos visit the Your Pets section of the OPTIMUM website once you have logged in.
- When can I expect to see changes in my pet’s condition?
- The OPTIMUM® brand has provided a When Can I Expect To See Changes Diagram that can be found in the PHD Tracker section of the site. It describes the changes you can expect within the initial 21-day program. In brief:
Week one: Healthier Appetite, Smaller Firmer Stools
Week two: Brighter Eyes, Increased Fitness & Vitality (energy levels)
Week three: Healthier Skin & Coat
In addition your pet will experience strengthened immunity and healthier teeth and gums.
Expected changes are based on:
A change to OPTIMUM® dry product from an economy grocery brand
An exclusive OPTIMUM® dry product diet for at least 21 days
- How do I start / stop tracking my pet using the online OPTIMUM® PHD Tracker?
- When you register you will choose which of your pets are enrolled in the OPTIMUM® PHD. These pets will then appear on Our PHD (your member homepage).
Simply click on the 21-day Tracker button for one of your pets and then click on ‘Activate Tracker’ under your pet’s photo. You will need to follow the set up wizard and complete the initial condition report to activate the PHD Tracker for a pet.
Throughout the 21 day program you will receive emails reminding you to update your PHD Tracker with your pets’ health improvements.
Once your pet has completed the OPTIMUM PHD Tracker they will receive their very own Graduation Certificate that you can print and pin up with pride!
- Why was I automatically logged out of the site?
- Once logged in, your session will last for up to one hour. If you don't use the site within this time we will automatically log you out to maintain the security of the site and your personal details. Simply log back in again to continue browsing.
- I would like to close my OPTIMUM® member account…
- Simply “contact” the OPTIMUM customer enquiries team and they will assist you in closing your OPTIMUM member account.
- My pet has died, how can I remove it from my account?
- Simply go to the “You and Your Pets” section of the website and click ‘Your Pets’, then select the pet you wish to remove from your profile. If you are having any difficulties in removing a pet, please contact our customer enquiries team.
- I participated in the 2007 OPTIMUM pet Health Drive and used the 21 day tracker. Can I activate the 21 day tracker again for the same pet?
- No, If your pet has already taken part in the Pet Health Drive by using the 21 day tracker you cannot re-activate the tracker.
However any new pets you add will be able to use the 21 day tracker.
- When will I receive my OPTIMUM Pet Profile?
- You should receive your Pet profile within 10 days of registration to OPTIMUM Pet Health Drive.
If you have any concerns about the status of your Pet Profile request, please contact us.
Cats
- How do I stop my cat from chewing all the cords it my house?
- The easiest way to stop this is to put something distasteful on the cord, like pepper, chilli, or even nail polish.
- How can I prevent my cat from biting and scratching people?
- Let your cat know it is hurting you by responding with a sharp ‘yowl’, like the sound a hurt cat would make.
- How do I keep my cat off the kitchen bench?
- As cats hate surprises and loud noises, so simply leave a few cans full of pens or other objects ready for the cat to knock over. Also try covering the bench in sticky-tape, and avoid leaving meat or anything appealing out for the cat.
- How do I stop my cat waking me up so early?
- Don’t reward your cat’s behaviour by feeding it at this awkward time, or giving it attention. Fill its bowl before your go to bed, and tire it out by playing with it the night before.
- How do I stop my cat scratching and ripping my carpet?
- There may be a particular odour where your cat is scratching, so try cleaning and neutralising the odour. If your cat scratches near closed doors, try covering the ground with plastic and provide your cat with a scratching pole.
- How do I stop my cat fighting?
- Make sure that your cat is de-sexed. If the problem of fighting continues, discuss with your vet.
- My cat seems to dislike its food bowl. Why would this be?
- Make sure that your cat’s bowl is wider than its whiskers. Also avoid any strong detergents as your cat will not like the smell, and remember that cats like to eat in privacy.
- My cat has been acting strangely since the arrival of my new baby. What should I do?
- Just don’t forget to reassure the cat that you still love it by paying it plenty of attention.
- Why does my cat sulk?
- A cat will sulk when it is uncomfortable or feeling unloved, just like humans. Remember that cats don’t like being stared at, so try to avoid too much direct eye-contact.
- How do I teach my kitten to use the litter tray?
- Most kittens are taught by their mothers about using the litter tray, but if your kitten is unsure and used to relieving itself outside, an easy way to teach it is to mix a little soil in with the litter for encouragement.
- My cat won’t stop urinating on my indoor plants!
- Try adding vinegar to the soil to counteract the ammonia in the urine.
- Why does my cat eat grass?
- Nobody really knows why cats eat grass. It could be to help rid themselves or hairballs, or to provide themselves with vitamins. Just make sure you avoid using weed-killer in your garden to protect your healthy cat.
- How do I keep my cat out of the rubbish bin?
- The simplest answer to this question is to get a firm lid for your rubbish bin. If knocking it over is the problem, then put some heavy bricks in the bottom of the bin. Your cat will soon learn the bin is too heavy, and you can take the bricks out.
Dogs
- Why does my dog bark at everything?
- Many behavioral problems in dogs come from poor training as puppies, boredom from being left at home by themselves for too long and separation anxiety. By far the best result will be had from your dog getting exercise twice a day, morning and night. This helps to reduce energy levels and provides mental stimulation.
- Is OPTIMUM Puppy Dry Formula suitable as the only food source for a puppy?
- Yes it is. OPTIMUM Dry Puppy Formula provides the perfect balance of protein, fat and carbohydrates (MNP), plus tailored functional vitamins and minerals required for the growth and development of your puppy.. However, your puppy may also enjoy the variety and taste that comes from feeding a wet formula too. See here for the full OPTIMUM Puppy Formula range.
- How much water should I give my puppy at one time?
- The answer to this one is easy - as much as they want! You don't have to limit dogs' intake of water, the way you sometimes do with food. You also shouldn't worry about only setting out water during scheduled mealtimes. In fact, it's important to your puppy's health that you have fresh, clean water out all the time. Dogs of any age need lots of water to help run with circulation, digestion and eliminating waste from the body.
- How can I get my cat and dog to be friends?
- A. Sadly it's not your call. This relationship will be decided by the dog and the cat. If the cat has been around for a while he may not ever be OK with the new dog. Usually they come to some arrangement with the rules written by the cat.
- How do I treat my dog’s bad breath?
- There is a very good chance that the problem results from tartar and gingivitis that builds up on teeth over time. At home you can prevent the problem by feeding a product specially formulated for healthy teeth and gums. OPTIMUM Oral Care helps to reduce tartar and fight bad breath.
However, by the time you can smell the bad breath it usually suggests that a vet visit is required for a dental scale and polish. Maintaining the good oral hygiene of your dog should be treated seriously as plaque and tartar build up may eventually cause damage to the kidneys, liver and heart.
- How can I stop my dog from burying his toys in the garden?
- It's perfectly normal for dogs to bury their "treasure." This can include everything from bones to new chew toys, treats, and tennis balls. They usually go back and dig up their collection, but it may be months later. You can avoid the problem by making sure your dog's toys and treats always stay indoors. Only give him toys when you're in the house, and make sure he doesn't smuggle any in his mouth when you take him outside.
- Why does my puppy growl and snap at me?
- The growling and snapping are signs that your puppy thinks he is number one in your household. Ask your veterinarian for a recommendation for a good trainer in your area to consult with and correct this problem. The growling and snapping will only escalate as your puppy ages. Remember, a growl may be a bite about to happen.
- Are cold, wet noses a good sign?
- A cold, wet nose is one sign of good health in dogs and cats. However, even a healthy pet can have a warm, dry nose on occasion. On the other hand, really sick pets can also have cold, wet noses. What does all this mean? Simply that any one indicator of health is not 100% accurate all the time. Sick pets with cold noses or dry warm noses should be seen by your vet immediately.
- How good is a dog's hearing ability?
- Dogs have a great sense of hearing. Next to smell it is their second most developed sense. Not only can they detect sounds that are much too faint for humans, but they can also hear sounds pitched at frequencies above or below a human's range.
- Can my dog drink from the swimming pool?
- The occasional drink of swimming pool water won't hurt your dogs, as the concentration of chlorine and other chemicals in the water is very low.
You can keep your pups' trips to the pool to a minimum by making sure they have lots of fresh water both inside and outside and by keeping the pool fenced off or covered. You can also watch your dogs for diarrhea, constipation, vomiting, or other signs of stomach problems which may have been caused by chlorine. If you suspect this is the case, take your dog to the vet immediately.
- Do dogs sweat?
- Dogs sweat through the pads on their feet. Unlike humans, their skin and armpit areas don't contain sweat glands. Their main method of ridding themselves from heat is by panting.
When you see your dog panting, it may not mean that they are thirsty, simply that they are very hot. However during hot and warm weather, make sure your dog has access to clean water at all times to prevent heat stroke. Dogs with compromised respiration, like bulldogs and pugs, are at a very high risk of easily overheating because they can't pant efficiently.
- How can I cure my dog's itchy, flaky skin?
- . The best way to help your pet is to see your veterinarian.
A veterinarian can help you determine whether external parasites, a hormonal disease, an infection, a nutritional disorder, environmental factors or allergies cause the problem.
- How do I comfort my dog after having to put down his friend?
- Like humans, pets go through a grieving process when losing a loved one. This process often begins evens before the ill pet is put down. You may have seen signs of sadness, searching the house, and a reduced appetite, Like humans, they needs lots of love and affection and in time they will begin to feel better.
Feeding OPTIMUM®
- When Can I expect to see changes in my pets condition from feeding OPTIMUM® product?
- The OPTIMUM ® brand has provided a When Can I Expect To See Changes Diagram that can be found in the PHD Tracker section of the site. It describes the changes you can expect within the initial 21-day program. In brief:
Week one: Healthier Appetite, Smaller Firmer Stools
Week two: Brighter Eyes, Increased Fitness & Vitality (energy levels)
Week three: Healthier Skin & Coat
In addition your pet will experience strengthened immunity and healthier teeth and gums.
Expected changes are based on:
A change to OPTIMUM ® dry product from an economy grocery brand
An exclusive OPTIMUM® dry product diet for at least 21 days
- When should I start feeding OPTIMUM?
- The transition from one life stage diet to another should be done gradually over a four-day period rather than one meal to the next.
This allows the gastrointestinal system to adapt to the new food.
General FAQs
- How do I change my password?
- To change your password, complete the following steps:
- Log into the site using your username and password
- Click on "You and Your Pets" in the top right of the site
- Click on "Your Details" located in the left hand side navigation
- Click on the "Edit Your Details" button at the bottom of the page
- Enter your new password in the two boxes provided for "Change Password" and "Confirm Password"
