FAQ Your Subscription How do I cancel my subscription? Simply e-mail us the name of your account, no question asked. How do I change my address, cancel my subscription, update billing information, or change any of the other information from my account? We have a customer portal where you can login to your account and update, change, or view any of the information we have linked to your account. You can click My Account on the home page or click here. I haven’t been receiving my PetPacks and I haven’t cancelled my subscription…what’s going on? Oh no! Well this could be because we made multiple attempts to charge your card on file and have come up unsuccessful, you should have received an email notification of this, but if not please check your account info to be sure. If this still is not the problem, please reach out to us at email@example.com and we’ll look into this for you. Shipping Questions What countries do you ship to? We ship anywhere within the U.S.(shipping included) and Canada ($15 shipping charge). If you’d like us to ship to another country, tell us! We love hearing from pets all over the world and if we get enough requests, we just might ship to your area in the near future. When will my PetPack box ship? We ship out PetPacks within 3 business days of your initial order date. For Subscriptions, each month thereafter, we ship on the first of every month. When will I receive my PetPack? Your PetPack will be sent via USPS. You can look up your tracking information on our website. Once your PetPack box has shipped, it may take up to 10 business days to be fetched to your door. All tracking codes may take up to 48 hours to begin working. If you have a tracking code, then your package has shipped and you will receive it. The frequency of tracking updates is determined by the shipping carrier, so please be patient if your tracking has gone a few days without an update. What are the Shipping fees? Shipping is included in Continental United States!! For shipping to Canada $8 flat rate shipping to Canada for each month of your subscription. Please contact us, firstname.lastname@example.org , if you would like to place a Canada offer. When will my items from Shop ship? If you choose to ADD2BOX: we ship with your next PetPack on the first of the month. If you choose to ship separately: we ship within 3 business days of receiving the order, you will receive a shipment notification email along with a tracking number for these items. I live in Canada, why is my pack taking so long to get to me? Because we are shipping internationally, sometimes packages get held up in customs and can take longer than packages being sent within the U.S.. However if your pack seems to be taking exceptionally long, let us know and we’ll look into it for you. I never received my PetPack. This could be for multiple reasons. Please make sure your shipping address is correct. You can do this by logging into your Customer Portal. If you find that your address is not correct, let us know via email at email@example.com. We will need to charge you an additional $5 flat rate shipping in the US/ $8 flat rate shipping to Canada to resend your pack out to you. If your address is correct, Contact Us and we’ll hunt your pack down. If we still can’t find your pack, we’ll send you a replacement. Billing Questions How will I be billed for my PetPack Subscription? When you sign up for your PetPack Subscription, you will be charged for your first month. Each month thereafter, you will be billed on the 15th. For example, if you sign up on January 5th, you will be charged on January 5th and then each month going forward, you will be charged on the 15th of the month. You will be billed each month until you cancel your subscription. Gifts and Coupons Can I send a PetPack as a gift? Of course! You can gift a PetPack box to any of your pet and pet parent friends! Select either a 1 Time Purchase or Subscription option, tell us their shipping information at checkout and we will send the PetPack directly to them. PSSSTTTT – 1 Time Purchases do not autorenew, but our regular subscriptions do, so be sure to select the Subscription option when you start your order if you want them to receive your gift month after month. You can cancel at anytime. Where do I enter my coupon code? You can enter your coupon code at check out. Other Questions I loved a product in my pack, where can I get more? We’re glad you loved it! You can find products that were in our packs on our Pack Shop page. Click “Shop” at the top of the page for all products. PSSST:-If you loved something, hurry! We only have a limited supply of products on our Shop the Pack page. How come I can’t purchase a subscription and products from Shop the Pack at the same time? Currently, we need to keep these types of orders separate. It helps us to organize orders and make sure your orders are going out when they should. I have a thriving Blog, Instagram, Facebook, or Pinterest Account. Can I get a Free PetPack? If you have a thriving pet blog, Instagram, Facebook Group or Pinterest Account and you and your pet would like to give us a review, we’ll be happy to ship you a box. Please send us an email at firstname.lastname@example.org with a link to your blog, Instagram, Facebook, Pinterest account and tell us a little about yourself. We’ll work out the details with you. Thank-you!