FAQ - VetPet Box


General Questions

Why Choose VetPet Box?

VetPet Box was created by veterinarians for pet owners who care about the health and happiness of their pets. Visit our Why Us) page to read more about what makes VetPet different… and better!

How do I Sign Up?

That’s easy! Just click “Get Started” and then tell us a little bit about your dog or cat to help us choose what to include in your boxes each month. VetPet Box makes a Great Gift too…. click “Give a Gift” on the homepage to give someone the gift of a healthier, happier pet!

What is included in VetPet Box each month?

Each monthly box is filled with high-quality toys, nutritious treats, exam room-recommended wellness products (shampoos, toothpaste, conditioning spray, ear flush,supplements, etc.), and fun & interesting, veterinarian-authored pet owner education that’s designed to help you keep your pet healthier, longer.

When will I receive my VetPet Boxes each month?

New Customer orders ship once a week. All new orders placed from Sunday to Saturday are shipped on Tuesday of the following week (excluding holidays). We will send you an email as soon as your order has shipped.All auto-renewal orders (2nd VetPet Box and beyond) ship around the 20th of each month.

Choosing a Subscription

Can I customize VetPet Box to my pet?

Yes! VetPet Box is possibly the most customizable pet subscription box services on the market. Customers that are in a hurry to checkout can provide minimal information about their pets: species (cat or dog), size, allergies and chew/play style. HOWEVER, if you have more time, we encourage you to complete our extended questionnaire which includes….anxieties, blindness, fashion preferences, and more!

You can also update your pet’s profile from your My Account whenever you want if your preferences change. Updated profile preference will be reflected in the next box your pet receives as long as the update is made by the 5th of the month.

What if my pet has food allergies?

Just click “Get Started” (or “Give a Gift”) to create your pet’s profile. During this short and fun process, you’ll be asked to provide information about your pet’s allergies. The selections you make will dictate which items you do (and do not) receive in your monthly boxes. Please keep in mind that we cannot guarantee that your pet will not have an adverse reaction to a treat. Always use your best judgement in deciding which treats to give your pet.

What if my pet plays aggressively with his or her toys?

Just click “Get Started” (or “Give a Gift”) to create your pet’s profile. During this short and fun process, you’ll be asked to provide information about your pet’s play style. The selections you make will dictate the type of toys you do (and do not) receive in your monthly boxes. Please keep in mind that even our soft squeaky toys are some of the more durable on the market. You’ll never receive cheap toys from VetPet Box! Always use your best judgement in deciding which toys to give your pet and be sure to supervise playtime.

What’s the difference between a Gift Subscription and a Regular Subscription?

Regular subscriptions are for you and your pets. Gift subscriptions are generally purchased for someone else. Besides that, the biggest difference between these subscription types is that gift subscriptions do not automatically renew. So, you can purchase a 1, 3, or 6 month gift subscription for someone and your card with only be charged once, at checkout. Once the gift subscription expires, the gift recipient can choose to continue receiving monthly VetPet Boxes, but will have to add a new subscription to their account with their own form of payment.

Can I purchase multiple subscriptions?

Definitely! You can sign up for as many subscriptions as you’d like. Once you finish the checkout process for your first subscription, click My Account to access your profile. There you will see your 1st pet’s chart. In the top right corner of this chart you will see the purple Add a Subscription button – click that button to sign up your next pet. Repeat this process to add subscriptions for as many pets as you’d like. All of your subscriptions will be managed under the same account.

Does VetPet Box offer a product for Puppies and Kittens?

Of course! We love puppies and kittens!

After selecting your pet type (dog or cat) and size, you will be asked to provide a little information about your pet so we can tailor the monthly boxes to him or her. We call this building your pet’s “chart.” You will be asked if your pet is a puppy or kitten during this process. If you select “yes,” the first VetPet Box you’ll receive is our signature Puppy or Kitten Pack. After receiving the Puppy or Kitten Pack, your next box will be the “Welcome Box” (which is awesome) and then the normal cat or dog boxes will follow in subsequent months. Please note that our Puppy and Kitten Packs are also available through veterinary hospitals.

What if I’ve already received a Puppy/Kitten Pack from my veterinarian?

If you already received a Puppy or Kitten Pack from your veterinarian, answer “no” to the “Puppy/Kitten question” when building your pet’s chart (profile) – unless you want to receive another Puppy or Kitten Pack!

Managing My Subscriptions

Can I change my pet’s profile (“chart”) after I sign up?

Of course! Just log into your account by clicking My Account. Once on your My Account page, you can change or update any part of your pet’s profile, including chew style, allergy preferences, anxieties, etc. Just adjust your answers to the profile questions using the dropdown menus on your pet’s chart. Make sure you click Update Pet Profile at the bottom of the chart to save any changes you make. All changes made on or before the 5th of the month will take effect the same month.

Can I change my subscription type?

“Subscription type” refers to dog subscription vs cat subscription, dog size, etc. Since our prices are based on the size category you select for your pet, subscription type is not something you can change on an active subscription.

HOWEVER, there is an easy way to change from one subscription type to another (For example, changing from a large dog box to a giant dog box, or a dog box to a cat box, etc.). To do this, add a subscription (the one you want to change to) by clicking the purple Add Subscription button in your My Account and then cancel your previous subscription. If you do this by the 5th of the month, your transition to a new subscription will be seamless and you will only be billed for the new subscription. YOU WILL need to email us at support@vetpetbox.com and notify us of the change if you want to avoid receiving another Welcome Box for the same pet! – A “Welcome Box” is the first box sent to new subscription pets!

How do a reset my account Password?

Click the My Account link in the top right corner of the website. This will bring you to the login page. Enter your login email address (same email address used to create your pet’s profile) – leave the password field blank – and then click the Forgot Password button. You’ll receive an automatic email with a new password. Once you receive this email, use the provided password to gain access to your account, then immediately change the password.

Can I pause my subscription?

Yep, no problem. You can pause your subscription at any time without fee or penalty. Just email us at support@vetpetbox.com and put “Pause My Subscription” in the subject line. Please also be sure to either send this request from the email address you used to sign up for VetPet Box or provide your VetPet Box account login email/username – this will ensure we pause the correct account.

Please Note: subscription pause requests will place your account on hold for 1 shipping/billing cycle. Requests must be received by the 5th of the month to take effect the same month. If your request is received after the 5th, it will take effect the following month. Your account will return to active status for the next month automatically, but there is no limit to the number of times you can request a subscription pause. While your account is on hold, you will not be billed and you will not receive a shipment.

How do I cancel my subscription?

We don’t think you will ever want to, but you can cancel your subscription at any time without fee or penalty. Don’t forget… you can skip months instead of completely cancelling, if needed! To cancel–Just log into your account by clicking “My Account” at the top of the screen. Then, click Subscriptions – View – Cancel. Cancellations made by the 5th of the month take effect the same month. If you cancel after the 5th, you will receive your last VetPet Box that month and your account will completely cancel thereafter.

Please note that account cancellations only stop your subscription from renewing – Month-to-Month subscriptions renew every month, 3 Month subscriptions renew every 3 months, etc. If you want to cancel, you must do so by the 5th on the month your subscription is set to renew to prevent it from renewing.

Gift Subscription Questions

Can I give VetPet Box as a gift?

Absolutely, just click the “Give a Gift” button on the homepage. Gift subscriptions do not automatically renew.

I want to give someone a Gift Subscription. Can I keep it a surprise?

Normally, the gift recipient is notified as soon as checkout is complete, but there is a way around that! After selecting the type and size of pet the VetPet Box gift is for, you will be asked to provide a little more information about the pet. One of the mandatory fields in this section is the “Gift Recipient’s Email Address.” The email address entered here automatically becomes the username for the gift subscription account and receives a Welcome email message once checkout is complete. This email contains any Gift Message added by the purchaser and the account username and auto-generated password. A few days after the order is placed, you will receive another email advising that your 1st VetPet Box has shipped. This email will also contain the shipment tracking number.

To keep the gift purchase a surprise, simply input your own email address in the “Gift Recipient’s Email Address” field. Then forward the Welcome email you receive to the gift recipient at a time of your choosing. After the recipient is aware of their gift subscription, they can easily log into their My Account with the provided password and click Account Details to change the account email address from yours to theirs.

I received a VetPet Box Gift Subscription. Can I edit my pet’s profile information?

Definitely! When your gift subscription was purchased, a My Account log in password should have been emailed to you. Use this password to log into your My Account and provide additional information about your pet to further customize his or her monthly VetPet Boxes anytime you want (this is optional, not mandatory). All profile changes entered by the 5th of the month will take effect the same month. Any changes after the 5th will take effect the following month.

My Gift Subscription is ending. Can I continue my subscription?

Since gift subscriptions are purchased by someone else, they do not auto-renew and cannot be extended. You can, however, add a new subscription under your same account and continue receiving your monthly VetPet Boxes without interruption. Once your gift subscription expires, log into your My Account and in the top right corner of your pet’s chart, you’ll see the “Add a Subscription” button. Just click this button, answer a few questions, input your own billing information, and you’re done! Don’t forget to use the coupon code that was included in your Welcome email to get extra rewards for staying a VetPet Customer! Email support@vetpetbox.com to get another copy of the code if you happen to lose it!

Billing & Pricing Questions

How much does VetPet Box cost?

Prices range from $35 to $49 per box and vary based on pet type, size and duration of subscription.

What payment methods do you accept?

We accept all major credit cards and PayPal.

How and when will I be billed?

You’ll be billed for your 1st VetPet Box at checkout. After that, you’ll be automatically billed on the 10th of your renewal month. You’ll only ever be billed once per month.

Example 1: If you purchase a month-to-month subscription on August 1st, you’ll be billed at checkout and then again on September 10th.

Example 2: If you purchase a 3-month subscription on August 20th, you’ll be billed at checkout and then again on November 10th.

Why do I see a $0.01 (1 penny) charge from VetPet Box?

This occurs with some accounts that pay with PayPal, but only happens once. To ensure everyone receives their VetPet Box on time each month, all customers are billed together on the 10th of each month. This means that if you purchase your first VetPet Box on 5th of the month, we need to adjust your renewal date to the 10th. Our website credit card processing does this automatically, but PayPal’s system requires that we charge something to adjust a renewal date and $0.01 is the smallest charge allowed. If you notice a penny charge on PayPal between your initial purchase and first renewal, please email us and we’d be happy to refund it.

None of these FAQs answered my question. What can I do?

Sorry about that! Please email us at: support@vetpetbox.com and we will answer your question directly!