Frequently Asked Questions
Managing my Subscription
When will I be billed if I have chosen a subscription box?
There are two ways you can be billed depending on which subscription you take out.
All new subscriptions will be billed immediately for the first box. Afterwards, the renewal fee is charged to your card on the 12th of the renewal month.
Your subscription will continue to renew AUTOMATICALLY so your pet never misses out on a box unintentionally.
If your payment is rejected, we will try to take the payment several times during the next 7 days. You will receive an email giving you a heads up about the failed payment so you can update your payment method if necessary. Following the final unsuccessful attempt, the account will be marked as unpaid.
How do I subscribe?
We are really excited that you’re considering joining The Woof Club! You can start your subscription by clicking here. Simply select your preferred Woof Club subscription box, follow the on-screen steps to customise your box as much, or as little, as you want and finish by selecting your subscription length. Once you have completed your checkout details, all you need to do is wait for the postman to arrive with your box!
Please keep in mind that all our subscriptions renew automatically at the end of the subscription period, unless cancelled by you before the cancellation cut-off date.
How do I cancel my subscription?
You are able to cancel your subscription at any time via the ‘My Account’ page. You can also reach out to us via the Contact Us page and we will cancel your subscription for you.
In order to avoid any additional charges please cancel your subscription before the last day of the month prior to your renewal payment date. If you cancel after the last day of the month, there is no refund. You will be charged the relevant subscription renewal amount and you will receive all the boxes left in the renewal subscription.
How do I change my password?
You can reset a forgotten password here.
Can I pause my subscription?
Yes, you can suspend your subscription from the my accounts page. This is the best option if you’re going away, or moving house and need to put a temporary pause on your subscription.
When will I receive my special occasion box or shop order?
If you have ordered a one-off box, you should receive it in 3-4 working days.
If you have ordered something from our shop you should receive your goods in 3-5 working days.
Please note that shipments outside of Switzerland may take longer. We send these shipments once per week.
When will I receive my subscription box?
Your first box is shipped immediately. Any renewal boxes will be shipped around the 16th of each month and the boxes will be delivered approximately 4 to 6 days later.
Where do you deliver to?
We currently deliver to all Swiss addresses, as this is where we are based.
We also offer delivery to the following places:
France, Germany, Austria, Denmark, Finland, Sweden.
As we grow, we will be expanding into other European countries. If you would like to see us in your country next tell us here.
Are there postage fees?
Shipping is free on some of our subscription boxes.
For all other shop items & boxes our shipping fees range from 2.90 CHF to 20.00 CHF depending on the size & weight of the order.
All orders over 100 CHF qualify for free shipping.
Outside of Switzerland:
Shipping charges to places outside Switzerland will be calculated at checkout.
How can I track my package?
All boxes in Switzerland will be delivered by Poste Suisse or DHL Express; we will email you once the box is on its way so you can track exactly when your box will arrive.
For shipments outside of Switzerland you will receive an email containing details of the shipper and how to track your order.
General Box Questions
Can I customise the items in my Woof Club Box?
Yes, you can! During the sign-up process you are able to select various options to customise the items in the box to suit your dog or cat’s personal preferences. For example, in our dog subscription boxes you have the option fully customise the types of toys and treats you receive, you can even choose to exclude certain items, if you know your dog won’t enjoy them.
Can I customise my Woof Club Box for allergies?
Yes, certainly! During the sign-up process for our boxes you will have the opportunity to tell us what kind of allergies your pet has. Whether it’s chicken, beef or wheat, we’ve got them covered.
How do I return a defective product?
Oh no! Please reach out to us via our Contact Us page to let us know what’s up! We want to make sure your pup is happy and will replace any defective item right away.
Do you have a box for 'Tough Chewers'?
Any other questions?
If you’re still snuffling around for an answer, give us a woof here.