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Frequently Asked Questions
General Questions

What Are Your Hours of Operation?

Our Customer Support are 9am-5pm, Monday thru Friday. You can send us an email or leave a voice message any time and someone will get back to you during regular office hours.

What is your Returns Policy?

We have a satisfaction guarantee. If you are not a happy with your PetBox, please reach out to us and let us know. We will do our best to delight you with a replacement PetBox or a refund. Please see ‘Terms and Conditions’ under ‘About Us’ for full details.

How do I sign up for a monthly PetBox?

The quickest and easiest way to sign up is to complete the Build Your PetBox section on the PetBox.com home page and then click ‘Sign Up’. Just provide payment details, and you are ready to receive your first PetBox! You can also browse products and subscription options in our store.

Can I give a PetBox as a gift?

Yes! We would love for you to share the love with your friends. When you complete the Build Your PetBox section on the PetBox.com home page you can enter gift details, including a message. Then at check out you can review and change this information if necessary, and choose the gift shipping address.

Can I get a free PetBox?

Every purchase you make on the PetBox.com earns Reward Points. Points can be redeemed during checkout to get a discount or even a free PetBox.

As well, we love to hear your PetBox stories at support@petbox.com! If it’s a really really good one, we may ask for permission to use it, and issue a reward, for your pet of course.

Do you let me know what’s in the PetBox prior to shipping?

We usually publicise the theme of each monthly PetBox ahead of time, but the exact contents are an exciting surprise for our human and furry friends!

What’s in the PetBox?

Our boxes contain a high quality selection of five surprising and amusing toys and treats.

How do I checkout?

When you have chosen the PetBox and subscription period you want, click on the Sign Up link on the front page, or if you chose a product from our Store, click on the Sign Up Now button.

How do I use my Promo Code / Discount Code / Reward Points?

If you have a discount code from one of our Petbox promotions, you can validate it at checkout. If you have PetBox Reward Points, you can redeem them at checkout as well.

My pet has allergies, do you provide customised boxes?

While we cannot guarantee to accommodate all special needs, we certainly understand the concern, and will always do our best to help. Please reach out to us to discuss your specific requirements.

Billing

When will I be billed for my subscription?

After your initial payment, subscriptions are billed at the start of each month.

Is my personal information secure?

We respect your information and assure you that everything you share with is safe. Please read our Privacy Policy for details. We do not store your credit card details on PetBox.com, they are only stored with our financial institution that process payments.

Is my personal information secure?

We respect your information and assure you that everything you share with is safe. Please read our Privacy Policy for details. We do not store your credit card details on PetBox.com, they are only stored with our financial institution that process payments.

Account

How can I sign up for another box?

Simply go back to PetBox.com and complete the Build Your PetBox form. Please note that our site will remember details for your first Furry Friend, so you will need to change this for a second and subsequent purchases.

How can I edit my credit card info?

You can edit your account information by logging into your account at PetBox.com. If you get stuck, please feel free to reach out to us for help.

How do I cancel my subscription?

We understand that sometimes things change, and we’re ready to help. Please contact us and we will be able to help you.

When will I receive a refund?

All refunds will be returned to you in approximately 5-7 days, depending on your bank.

Shipping

How do I update my shipping information?

Please log into your account and you can update your shipping address under your profile.

When will I get my PetBox?

We are super excited every month to send out all the goodies to you as soon as possible! You can expect your goodies to ship by the second to third week of the month.

Are there any shipping fees?

Shipping is always free!

Other

I am a Vendor with unique ideas for items to include in a future PetBox; how should I contact you?

Please contact us at support@petbox.com – be sure to include the words “Vendor Reachout” in the subject line of your email.