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.
Single Box – Renewed Monthly Subscription: You will be billed immediately for your first box. Afterwards, the renewal fee is charged to your card on the 12th of the renewal month.
All Other Subscription Options: You will be billed immediately for the selected subscription length. Afterwards, the renewal fee is charged to the card on the 1st 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 by the 22nd of the month prior to your renewal payment date. If you cancel after the 22nd 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?
If you have ordered a one-off box, we ship immediately so you should receive this in 3-5 working days.
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 all our subscription boxes.
For all other shop items & boxes our shipping fees range from 5 CHF to 8.50 CHF depending on the size of the order.
All orders over 80 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.
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?
For our cat subscription boxes, you have the opportunity to replace edible items with toys.
Our one-off dog boxes do not include any beef, chicken or wheat products.
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.
Why is there no option for ‘tough toys’ in The Senior Box?
The Senior Box contains toys that promote an active mind and support senior health, including teeth and gums. If you would like the option to include tough toys in your box, we suggest that The Woof Club Box would be the best option.
Any other questions?
If you’re still snuffling around for an answer, give us a woof here.