Subscriptions
How does your subscription service work?
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
How do I set-up my subscription?
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 howe
How do I change my subscription?
To change or amend your subscription, you log into your Pooch & Mutt account, and Click Subscriptions. Within here, you have the choice to -. • Skip your next delivery. • Change your next delivery date. • Cancel your subscription. • Swap products. •
How do I remove products from my subscription?
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, cha
How do I edit my next subscription date?
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 relatin
How do I pay for my subscription, and when will I be charged?
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
How do I update my payment details?
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
I've been given a new card, forgotten to update my subscription, and now my delivery has failed. Help!
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. O
Will I be charged subscription fees?
No, in fact, it pays to be a subscriber and you’ll receive 25% off the retail price by subscribing.
How do I update my shipping and billing address?
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 relatin
How do I get free delivery on my subscription order?
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.
How do I combine multiple subscription products into one single delivery to 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 eac
How do I add a discount to a current/next subscription?
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. nd
How do I swap/remove a discount code on a subscription?
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. I
How do I apply a PoochRewards discount voucher to my next subscription order?
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, the
Why is my discount code not coming off my total amount and only products?
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.
Can I have subscription orders and still buy the odd one-off item?
Yes, you can buy as you normally would on the website as well as having recurring subscription orders.
Are all your products available as subscriptions?
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 av
What happens if I forget to skip/cancel my subscription?
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 de
I still don't understand and I need more help.
That’s ok, feel free to send us a message to [email protected] and we’ll get back to you as soon as we can.