When you take out a subscription on our website you are essentially saying I'd like a recurring order of this product. You can use our handy build a box feature to add multiple items, add from a product page or add from inside your account. 

Whichever way you do this, each item is its own individual subscription (even if they all come on the same dates). When changing frequencies, addresses or billing details, you now have the option to either change it per item or for every item that’s due to arrive on that same delivery date.

You can either use our handy build a box feature to add multiple items, add from a product page or add from inside your account. Set the frequency you’d like and off you go! Please note when setting your initial frequency the options are limited however once set up, you can change these frequencies in your account to any amount of time your heart desires.

Our new account section makes managing your subscription easy to use. Log in to your subscription account and you have the choice to skip the next delivery, change the next delivery date or cancel your subscription from your dashboard.

Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word manage next to each. Find the one you’d like to remove and either skip upcoming order, press pause or cancel subscription. The latter two will stop any upcoming deliveries of this product. 

Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word ‘manage’ next to each. Click ‘manage’ and you’ll be presented with all the details relating to your subscription on that product. To change the date, find the delivery details section and where it says ‘next order’, click ‘Change’. This will present you with a calendar so you can choose your new order date. You’ll also see a box at the bottom asking if you’d like to change dates on all subscription items that arrive at the same time. It is auto set to ‘yes’ but if you’d only like to change the date on this particular product then swipe to ‘No’ and SAVE CHANGES.

When you initially set up your subscription you will be asked to add your card details and choose an order frequency. On your first subscription you will be charged then and there for that order and it will be sent to you asap. We will then securely hold your details in our system and you will not be charged again until the day before your next order is due to be sent. (Remember those frequencies you set up?) Don’t worry though we’ll email you three days before this time to let you know of an upcoming charge and delivery. 

Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word ‘manage’ next to each. To change the billing details, find the  payment and billing section, click ‘Change’. This will present you with a new window to change your billing address or card details or both. 

Don’t worry you’ll be notified straight away if your card has been declined on your next charge date. To update your details to resume deliveries, just head over to your account and follow the instructions on the previous question above to update. Once you’ve updated this, it will send a message to our system to retry the order again and if all updated correctly, your deliveries will resume as planned. If you miss your first email that lets you know of your card details being declined, we will email again seven days later to let you know again.

No, in fact it pays to be a subscriber and you’ll save 25% off the retail price by subscribing. 

Head on over to your account when logged in and tap the subscription section within the account. You will see a list of active subscriptions here with the word ‘manage’ next to each. Click ‘manage’ and you’ll be presented with all the details relating to your subscription on that product. To change the billing address, find the  payment and billing section and where it says your billing address, click ‘Change’. This will present you with a new window so you can change your billing address details.

For delivery address, find the section titled ‘Delivery Details’ and where it says ‘Delivery address’, click ‘Change’. This will present you with a new window so you can change your delivery address details. 

Like any purchase on the website too, if you spend over £39.99 on your recurring subscription products arriving on the same date, you will qualify for free delivery.

You can do this when you first build a box and you meet the £39.99 threshold or if you’ve added individual products as subscriptions, you can make sure all the following are the same;

Charge date per item

Frequency per item

Shipping address on each item

Subtotal of all items meets the minimum spend

Simply log into your account, navigate to the subscription section and find the product you would like to add the discount to, click manage and you will find a box here to add a discount code.

Log into your account and find the subscription you would like to change/remove the code on. Where you see the code with an ‘X’ next to it in the box, click the ‘X’ this will remove your current code and enable you to add a new one should you wish.

Head on over to my account when logged in and navigate to the PoochRewards section. Find the tab for My Rewards if you have claimed a voucher already, or claim a new one in Get Rewards first. Once you have your voucher in your My Rewards section, then click VIEW to use the voucher and you will be given a discount code. Once you have this, navigate to the subscription section and find the product you would like to add the discount to, click manage and you will find a box here to add a discount code. 

When you apply a discount code from a PoochRewards voucher, this is only available off of the price of the products. Unfortunately delivery fees are not removed at this time but we’re working on it.

Yes, you can buy as you normally would on the website as well as having recurring subscription orders.

The majority of our products are available on a recurring subscription basis however sometimes when an item is limited edition or there is limited stock available we restrict these. Do keep checking back though as sometimes products previously not available for subscription will at a later date be added.

For any upcoming subscription product, we will send you a reminder email 3 days prior to your order being dispatched so as to give you plenty of time to ensure you still want the order or if you would prefer to move it back to a later date. 

If you decide you don't want the order on this occasion, but don't push the order date back within your subscription account or contact our customer service team via email for help, the order will continue to be delivered. 

We can still collect and take the order back to our warehouse for you at delivery attempt, however, when we process the refund, you will incur a charge of £4.99 for the returned item postage.