Frequently asked questions
I would like to give a Pawsomebox as a gift!
What a great idea, you are a lovely person :)
If you would like to give a Pawsomebow as a gift, go to the ‘Gift Card’ tab at the top of this page.
Just select the gift card that suits you best and follow the steps. At the end of your purchase, you can retrieve your gift card and offer it to the person of your choice.
You are going to make someone very happy :)
What are the subscription plans and how do they work ? How can I stop my subscription?
For more simplicity, all subscriptions are renewed automatically so that you don’t have to revisit the website to make a purchase or renew your plan.
You can choose from four plans: the monthly plan, the three month plan, the six month plan or the twelve month plan. These define the frequency of your payments. If you select a monthly plan, you will pay each month for your box. If you select the three month plan, you can pay for three monthly boxes together for a discounted price, the half-yearly plan, you can pay for six monthly boxes together for a discounted price. If you select the yearly plan, you can pay for twelve monthly boxes together for an even greater discount!
All subscriptions are without commitment. You can stop your subscription at any time from your account. In any case you would want to unsubscribe, you will still receive your boxes till the end of your chosen subscription but no reactivation will be made once that subscription has ended.
Please take note : The client will have until the end of the month to unsubscribe in order to ensure that they will not be charged between the 1st and the 10th of the following month and receive the box of the following month.
If you wish to continue your subscription, you can do so at any time by reactivating it in just one click from your account.
What’s in the box? Can I choose the products?
The Pawsomebox is a surprise box for your dogs that you receive each month, which contains 5-6 products : treats, toys, accessories, hygiene and care products.
We do not send the same box to everyone, your box is adapted according to the profile of your pooch!
The concept of the box is to let you discover new products each month. If you could choose your products, it would no longer be a surprise ! ;)
Why do I need to create a dog profile and what if I have several dogs?
We send boxes which are tailored according to the characteristics that you fill in on your furball’s profile. The dog profile helps us choose the most suitable goodies for your dog. We’d be barking mad to send the same goodies to a chihuahua and a greyhound!
If you are having difficulties completing your dog’s profile, please feel free to consult our size guide!
If you have several dogs and don’t wish to order more than one box per month, you can easily create different profiles for your dogs and then each month go into your account and manually swap which dog is to receive the next box.
Do you deliver to all dog houses? When will I receive my box?
We only deliver to the United Kingdom Mainland (excluding the Channel Islands, Isle of Man, and Northern Ireland), France and Belgium.
Each month, our boxes are shipped around the 10th and you will receive it between the 15th and 25th of the month.
If you have ordered after the 10th, because all the boxes of this month have already been sent, you will receive the box of the following month, always between the 15th and 25th.
Don’t worry, if you have a monthly subscription, you will not be debited until you have received your 1st box – that wouldn’t be fair !
The first renewal charge will be made on the 1st of the month following the reception of your box.
What should I do if I have a problem with my delivery?
Your box arrives every month between the 15th and 25th. You can check the status of your Pawsomebox directly from your account.
If you havn’t received your parcel by the 25th of the month, two explanations are possible :
• Maybe your box was received by your guardian or one of your neighbours during your absence.
• If you are unable to track down your parcel, you can reach us by email at : firstname.lastname@example.org
We like to make sure that your box arrives in good condition as well as all it’s products, thanks to a strong and secure cardboard box. However, if something were to happen, do not hesitate to contact us to schedule a new delivery.
How to change my bank card details? What if my payment failed?
You can change your billing information at any moment in your account to make sure that you’re not missing out on any box!
Updating your card is mandatory in several cases :
- Card has expired
- Card has been declined
On the 1st of the month we will make a direct debit from your account. If that transaction fails, we will reattempt the transaction several times until the 10th of the month, once the attempts have stopped, the box will be classed as ‘unpaid’.
If your payment still fails, we will send you an email allowing you to pay for the box directly on a secure page, until we can find another solution together.
We do not have permission to change the date of the renewal charge because the entire system is automated for simplicity.
What to do if I need to change my address or my dog’s profile ?
If you need to modify your postal address or your dog’s profile, you have permission to do it directly from your account.
Changes are taken into account for the sending of the box until the 30th of the previous month. From the 1st of the month, your box is sent in preparation with the postal address provided on your account. Therefore, any changes made after the 1st of the month will not be taken into account for the sending of the current box.