Frequently Asked Questions

General Questions

Why Choose VetPet Box?

If you believe pet TOYS should be fun and appropriate; TREATS should be delicious, healthy, and safe; WELLNESS/HEALTHCARE PRODUCTS are important to your pet’s quality and duration of life; and PET OWNER EDUCATION will keep your pet healthier, then VetPet Box is perfect for you!

VetPet Box was created by veterinarians for discerning, caring pet owners. It’s a monthly pet subscription service that not only provides fun toys and healthy treats, but also veterinarian-recommended wellness/healthcare products and important pet health information in every box. VetPet Box veterinarians “vet” every item that makes it into VetPet Boxes.

Subscription boxes are fun for you and your pet…why shouldn’t they help to keep your pet healthier too?

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!

So…click Get Started if the VetPet Box is for you…click Give a Gift if it’s for someone else. The site will quickly and easily walk you through the rest…picking your pet type (dog or cat) and size, customizing your pet’s preferences (optional), selecting billing frequency (monthly, every other month, every 3 or 6 months)…then checking out!

What is included in VetPet Box each month?

Each monthly box is filled with high-quality toys, nutritious treats, exam room-recommended wellness/healthcare 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?

All new orders are scheduled to be shipped no later than Tuesday (excluding holidays), the week after they were placed, but we normally get them out faster than that (usually 1 to 3 days at most). 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.

How do I contact someone at VetPet Box?

We’d love to hear from you!

Customers / Potential Customers / General Inquires / etc.:

You can reach us by (1) clicking the Contact Us link located in the footer section of the homepage, (2) emailing us at: support@vetpetbox.com, or (3) using the contact form on your My Account page (existing customers only).

Potential Affiliates / Collaborations:

Interested in being a VetPet Box affiliate? Please email us at: affiliates@vetpetbox.com

Veterinary Hospital Orders:

If you are a veterinary practice manager or owner and are interested in our Puppy/Kitten Packs or other custom veterinary practice product solutions, please email us at: support@vetpetbox.com

VetPet Veterinarian Network:

If you are you a licensed veterinarian looking to join our network, please email us at: veterinarians@vetpetbox.com

Product Manufacturers:

If you have a product you’d like us to consider for inclusion in a VetPet Box, please email us at: products@vetpetbox.com

Choosing a Subscription

Can I customize VetPet Box to my pet?

Yes! VetPet Box is possibly the most customizable pet wellness / 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) and size to get their subscription started. HOWEVER, if you have more time, we encourage you to complete our customization questionnaire which includes questions about your pet’s chew/play style, allergies, anxieties, and more!

Just click Get Started (or Give a Gift) to begin the checkout process. After selecting your pet’s species (Dog or Cat) and size, you will be asked if you “Need More Customization?” If you answer “Yes,” the customization questionnaire will automatically present itself.

You can update these preferences anytime you want (after starting your subscription) by simply clicking the My Account button located in the top right corner of the homepage to log into your VetPet Box account. Once in your account, click the “Change/Update Your Pet’s Preferences” tab…update some or all of your pet’s preferences using the dropdown options on the form, then click “Send.”

If you don’t want to log into your account to request updates to your pet’s preferences, you can also email us at: support@vetpetbox.com. As long as we receive your changes by the 5th of the month, your updated preference (i.e. switching your pet from Responsible to Powerful Chewer, adding or removing an Allergy, etc.) will be reflected in the next box your pet receives. There is NO CHARGE for adding to or switching your pet’s preferences.

What choices do I have to customize VetPet Box for my pet?

Glad you asked! (See FAQ: Can I customize VetPet Box to my pet? for more information about where and when to enter your customized pet preferences)

Here are our customization categories. A detailed explanation of each option will be presented to you as you select them during our checkout process to help you make sure you are selecting the best option for your pet.

Dogs:

  • Allergies (Protein, Grain, Other)
  • Chew/Play Style (Powerful or Responsible)
  • Puppy Option
  • Anxieties (Thunderstorms, Fireworks, Separation, Other)
  • Blindness
  • Birth/Adoption Month
  • Cats:

  • Allergies (Protein, Grain, Other)
  • Kitten Option
  • Anxieties (Thunderstorms, Fireworks, Separation, Other)
  • Blindness
  • Birth/Adoption Month
  • What if my pet has food allergies?

    Just click Get Started (or Give a Gift) to begin the checkout process. After selecting your pet’s species (Dog or Cat) and size, you will be asked if you “Need More Customization?” If you answer “Yes,” our customization questionnaire will automatically present itself, which includes questions about your pet’s allergies. You can answer all, some, or none of these questions, so no pressure. We will use the answers you do provide to decide which items to include (and not include) in your pet’s 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?

    No worries. We have options for Responsible and Powerful Chewers.…no upcharges either.…Just click Get Started (or Give a Gift) to begin the checkout process. After selecting your pet’s species (Dog or Cat) and size, you will be asked if you “Need More Customization?” If you answer “Yes,” our customization questionnaire will automatically present itself, which includes questions about your pet’s chew/play style. You can answer all, some, or none of these questions, so no pressure. We will use the answers you do provide to decide which items to include (and not include) in your pet’s 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 you will 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!

    For new customers, just click Get Started if the VetPet Box is for you, or Give a Gift if it’s for someone else. The site will quickly and easily walk you through picking your pet type (dog or cat) and size, customizing your pet’s preferences (optional), selecting billing frequency (monthly, every other month, every 3 or 6 months)…and then take you to the checkout screen. Once there, just click the VetPet Box logo at the top left of the screen to get back to the homepage and repeat the process again to add another subscription to your cart…repeat this process as many times as you’d like. Once done, just complete the checkout process!

    Existing Customers, just log into your VetPet Box account by clicking the My Account button located in the top right corner of the homepage. Once logged in, just navigate back to the homepage and go through the regular purchase process (Get Started or Give a Gift). If you want to add multiple additional subscriptions….once you reach the checkout page with the first subscription you want to add, just click the VetPet Box logo at the top left of the screen to get back to the homepage and repeat the process again to add a second, third, etc. subscription to your cart…then checkout! All newly-added subscriptions will be immediately visible by clicking “Manage Subscriptions” from your My Account.

    *Note - You can use different shipping addresses and billing methods for your subscriptions, but you will have to checkout multiple times to do so…everything in your cart at checkout has to be shipped to the same address and paid for together. For example, if you want to buy a subscription for yourself and a gift subscription that gets shipped to a friend, you will have to go through the checkout process twice…once for you, using your shipping address. Then, a second time for the gift subscription, using your friend’s shipping address. However, both of these subscriptions will be under your account and managed by you.

    Make sense? If not, please email us at: support@vetpetbox.com

    I added the wrong subscription to my cart. How do I delete it?

    Oops! No problem, though. Just navigate to the Checkout Page. Under the section where you input your Shipping Address (bottom left) you will see a link titled “Return to cart” click it. This will take to the cart page. Now just find the subscription you want to get out of your cart and click the “Remove” button next to it.

    Does VetPet Box offer a product for Puppies and Kittens?

    Of course! We love puppies and kittens!

    Just click Get Started (or Give a Gift) to begin the checkout process. After selecting your pet’s species (Dog or Cat) and size, you will be asked if you “Need More Customization?” If you answer “Yes,” our customization questionnaire will automatically present itself, which includes a question that asks if your pet is a puppy or kitten. You can answer all, some, or none of the other questions in the questionnaire, so no pressure. If you select “yes,” to the puppy/kitten question, the first VetPet Box you’ll receive is our signature Puppy or Kitten Pack, then normal dog or cat boxes will follow in subsequent months.

    *Please note that our Puppy and Kitten Packs are also available through veterinary hospitals. If you already received a Puppy or Kitten Pack from your veterinarian, answer “no” or do not answer the Puppy/Kitten question in the customization questionnaire – unless you want to receive another Puppy or Kitten Pack, which would be understandable because they are Amazing!

    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” or do not answer the Puppy/Kitten question in the customization questionnaire (see FAQ: Can I customize VetPet Box to my pet?) – unless you want to receive another Puppy or Kitten Pack, which would be understandable because they are Amazing!

    Managing My Subscriptions

    Can I change my pet’s subscription preferences after I sign up?

    Of course!

    You can update your pet’s preferences anytime you want by simply clicking the My Account button located in the top right corner of the homepage to log into your VetPet Box account. Once in your account, click the “Change/Update Your Pet’s Preferences” tab…update some or all of your pet’s preferences using the dropdown options on the form, then click “Send.”

    If you don’t want to log into your account to request updates to your pet’s preferences, you can also email us at: support@vetpetbox.com. As long as we receive your changes by the 5th of the month, your updated preferences (i.e. switching your pet from Responsible to Powerful Chewer, adding or removing an Allergy, etc.) will be reflected in the next box your pet receives. There is NO CHARGE for adding to or switching your pet’s preferences.

    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 species and size of 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, just add a subscription (the one you want to change to) 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. – Please see FAQ: Can I purchase multiple subscriptions? for instructions on how to add a subscription to your account.

    *Please 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 I 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. Click the Forgot Password button, enter your login email address (same email address you used during sign up), and then click the Submit button.

    You’ll receive an automatic email with a password reset link. The process is super quick and easy!

    Can I pause my subscription or skip a month?

    Yep, no problem!

    You can pause your subscription at any time without fee or penalty. Just log into your VetPet Box account by clicking the My Account button located in the top right corner of the homepage. Once logged in, click “Manage Subscriptions,” then “Delivery Schedule.” This will display all of your scheduled monthly boxes (all listed on the 10th of each month).

    You will see a “Skip” button next to the months that your subscription renews…so, Month-to-Month subscriptions will have a “Skip” button for every box, 3-Month Subscriptions will have a “Skip” button listed every 3 months, etc. Just click the “Skip” button next to any renewal billing you want to skip. If you change your mind or click “Skip” by accident, just click “Unskip” to undo it.

    If you don’t want to login into your account, you can also just email us at support@vetpetbox.com and put “Pause My Subscription” in the subject line. Please also be sure to either send the email from the email address you used to sign up for VetPet Box or provide your VetPet Box account login email/username in the body of your emailed subscription pause request. - Please Note: emailed subscription pause requests will place your account on hold for 1 shipping/billing cycle and take effect the month after they are received. 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. Just log into your VetPet Box account by clicking the My Account button located in the top right corner of the homepage. Once logged in, click “Manage Subscriptions.” There you will see all of your subscriptions listed. Locate the subscription you want to cancel and click the “Cancel” button under the “Actions” column. You will then be asked to select a reason for the cancellation (to help us know what we can do better)…and that’s it.

    Cancellations made by the 5th of the month take effect the same month. If you cancel after the 5th of the month, you will receive your last VetPet Box that month and your account will completely cancel after that. Please note: account cancellations only stop your subscription from renewing – Month-to-Month subscriptions renew every month, 3 Month subscriptions renew every 3 months, etc., 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 doing so.

    Gift Subscription Questions

    Can I give VetPet Box as a gift?

    Absolutely, just click the Give a Gift button on the homepage.

    The site will quickly and easily walk you through the rest…picking the type of pet (dog or cat) that's receiving the gift, customizing the pet’s preferences if known (optional), selecting how many months the gift will last (1, 3, or 6 months)…then checking out!

    Gift subscriptions do not automatically renew.

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

    Definitely! - You have 2 choices for this:

    1. Email us at: support@vetpetbox.com - First, view FAQ: What choices do I have to customize VetPet Box for my pet? to see our customization options. Then just email us your pet's preferences and your shipping address to identify your account. As long as we receive your email by the 5th of the month, your updated preferences (i.e. switching your pet from Responsible to Powerful Chewer, adding or removing an Allergy, etc.) will be reflected in the next box your pet receives.

    2. Contact the "gift giver" and ask them to update your pet's preferences online. During checkout, they created an account at VetPetBox.com. They can update your pet’s preferences anytime by simply clicking the My Account button located in the top right corner of the homepage to log into their VetPet Box account. Once there, they just need to click the “Change/Update Your Pet’s Preferences” tab, update some or all of your pet’s preferences using the dropdown options on the form, then click “Send.” If this is done by the 5th of the month, your updated preferences will be reflected in the next box your pet receives.

    There is NO CHARGE for adding to or switching your pet’s preferences.

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

    Of course!

    Just email us at: support@vetpetbox.com and we will take care of it for you.

    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, Google Pay, 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 month-to-month subscription on August 30th, you’ll be billed at checkout and then again on September 10th.

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