FREQUENTLY ASKED QUESTIONS

SUBSCRIPTIONS:

Q: What is PoochPack?

A: PoochPack is a monthly delivery of toys and games focused on canine enrichment. Each month of membership includes a mini-magazine that shows you how to use the contents of your box to give your Pooch a mental and physical workout!

Q: How much does a PoochPack subscription cost?

A: The cost of PoochPack depends on the type and length of your subscription. You can find the full line-up of options on our SUBSCRIBE PAGE.

Q: How does the FIRST TOY FREE offer work?

A: If you're on the fence about subscribing to PoochPack, we'd like to send your Pooch a free canine enrichment toy to try. We know once your Pooch plays with it they won't be able to get enough and you'll join the PoochPack! This toy has a retail value of $12.99 and we've already paid for it. All you need to do is cover the shipping and handling and we'll ship your freebie within 7 business days of your order. This freebie is only available for a limited time. All orders are non-refundable.

Q: Why is my subscription order status “processing”?

A: PoochPack ships around the 10th of the month. Your subscription's status will read as "processing" until your box ships. Once it is shipped, your tracking information will be available via email and in your Account.

Q: How does a Month-to-Month Subscription work?

A: Signing up for a Month-to-Month subscription means that you will be charged on the 1st of each month. You can cancel this subscription at any time before the 1st of the month to stop future shipments. You will receive a box each month until you cancel your subscription.

Q: How does a 3-month, 6-month or 12-month subscription work?

A: You will receive an e-mail with a tracking number when it ships. It will be sent to the email address you used when subscribing.

Q: Will my subscription auto-renew?

A: Yes. Like any other subscription, PoochPack will continue to send you monthly boxes until you opt out. See "What is your cancellation policy?" for more details.

Q: What is your cancellation policy?

A: We think you'll miss your monthly PoochPack, but you can cancel your subscription membership at any time. If you do choose to cancel, you may do so in your Account Dashboard. Need assistance? Contact the PoochPack Support team HERE.

PoochPack orders are billed and shipped on a month-to-month basis. PoochPack subscriptions are renewed and billed on the 1st of each month. If you cancel before the 1st of the month, you will not be billed or receive another box. Cancelations made on the 1st or after the 1st will apply to the following month.

PoochPack boxes are non-exchangeable and non-refundable. You will receive a courtesy notice of your upcoming billing 3 days before the actual bill date.

Q: What happens when I cancel a 3-month, 6-month or 12-month subscription?

A: 3, 6 and 12 Month Subscriptions are billed up front, and remaining boxes cannot be canceled or refunded. You will still receive all of the boxes purchased in your original order. However, you can cancel a 3, 6 or 12 Month Subscription at any time to prevent it from auto-renewing after the 3, 6 or 12 Month Subscription period has concluded. You can do this via your Account Dashboard.

Q: Am I able to return or exchange a PoochPack?

A: PoochPacks are non-refundable or exchangeable. If there are any complications with your PoochPack shipment, reach out to Customer Care at HappyPooch@thepretentiouspooch.com for assistance. We’re here to help!

SHIPPING:

Q: When will I receive my first PoochPack? Every box after that?

A: PoochPack boxes ship on the 10th of each month. Shipping generally takes 4-6 business days; however, shipping to military addresses, Alaska or Hawaii may take longer. You will always receive a tracking link for your shipment via email. Tracking is also available in your account.

Q: Where can I ship a PoochPack subscription?

A: PoochPack boxes can be mailed anywhere in the United States, PO Boxes and APO/FPO addresses. We hate to leave a furry friend out of the fun, but international shipping is not available at this time.

Q: How much does shipping cost?

A: It’s FREE! Zero. Nada. Enjoy free shipping on us. :)

*ONE EXCEPTION: CERTAIN PROMOTIONS MAY REQUIRE SHIPPING

Q: How do I update my address for my subscription?

A: You can update your address in your Account dashboard in the Subscription Profile. Reach us at HappyPooch@thepretentiouspooch.com for any assistance if needed.

Q: My box hasn’t arrived. Help!

A: Oh no! We want you to receive your PoochPack, too. First, double check the tracking information in your account for this month’s shipment. If there’s an issue with the shipment, contact our support team at HappyPooch@thepretentiouspooch.comso our expert team of detectives can help track down your box.

Please note that claims of non-receipt must be submitted within 60 days of the shipment of the last non-received box. For example, if the customer does not receive boxes in March and April, the customer must contact PoochPack Support by July 10th to be eligible for replacement. After 60 days, the customer forfeits the replacement of more than two (2) non-received boxes.

BILLING:

Q: How do I update my credit card payment information?

A: Login & update your payment details through your Subscription Profile in your Account Dashboard.

Q: How does PoochPack subscription billing work?

A: PoochPack subscriptions bill on a recurring basis. If your order is placed before the 1st of the month, you’ll receive that month’s box. For example, any orders placed between June 1st and June 30th will ship around July 10th.

All recurring charges take place on the 1st of the month for every recurring month. You can cancel any time before the 1st of the month to not receive any additional orders.