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Frequently Asked Questions

Hello, how can we help?

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General Orders

Subscription Orders

General Orders

I can’t login

We have 2 areas to login, 1 is for general everyday orders and one for subscription orders. To login please visit one of the links below and use your email as your username. If you don’t know your password please use the forgotten password button to reset your password.

Subscription Customers Login Here

All Other Customers Login Here

When will my order be sent?

We don’t send any orders at weekend. If you have placed an order over a weekend or bank holiday, your order will be sent the first working day back.

Do you open on weekends / bank holidays?

We don’t currently operate over weekends or bank holidays, if you have sent us a support ticket we will reply on the first day back in.

What courier do you use?

We send our parcels via Parcels2Go Myhermes 48tr tracked.

When will my order be delivered?

All orders received before 1pm qwe aim to send the same day. Delivery is 3/4 working days and you will receive a tracking link from Parcels2Go via MyHermes.

What if I receive a different toy to what was advertised?

On rare occasions we do sometimes have delays in stock deliveries. If this is the case with your order we will firstly call you then follow this up with an email if we don’t manage to get hold of you by phone, to offer you a replacement toy of your choice. If your order is time sensitive with a Birthday coming up soon and we don’t manage to get hold of you we will send the order with a similar replacement. We’d hate to miss your doggo’s Birthday and leave them with a gift on their big day.

Do you have any customer discounts?

We certainly do, if you sign up to our mailing list using the form in the footer of our website you will receive a 10% OFF voucher code.

What if I receive a different treat from what was advertised?

On rare occasions we do sometimes sell out of specific treats, if this is the case we will always replace it with a similar treat of the same value or higher.

What if there is a missing item from my box?

Sorry to hear that we will do our best to fix this asap. Reach out to us at [email protected] and we will be happy to help.

What should I do if my box arrives damaged?

We are sorry to hear that and we do our very best to ensure you reciev your order in the best condition possible. Please reach out to us at [email protected] and we will send you a replacement.

I placed an order, can I change my delivery address?

If your order hasn’t been dispatched yet, we can make changes. Reach out to us on support [email protected] and if it hasn’t already been sent we will change the address for you. If you have already had your completed order email then unfortunately it is too late to change the delivery address at this point as your order is already with our courier and you should receive you tracking details very soon.

What is the sell by date of cakes?

Our dog Birthday cakes will always have at least 3 months of shelf life, so you will have plenty of time to have your cake and eat it before it goes out of date.

Can I pay with PayPal?

For single orders you can pay with card or PayPal. Subscription orders can only be placed with a credit/debit card.

Subscription Orders

I can’t login

We have 2 areas to login, 1 is for general everyday orders and one for subscription orders. To login please visit one of the links below and use your email as your username. If you don’t know your password please use the forgotten password button to reset your password.

Subscription Customers Login Here

All Other Customers Login Here

When will my order be sent?

We don’t send any orders at weekend. If you have placed an order over a weekend or bank holiday, your order will be sent the first working day back.

Do you open on weekends / bank holidays?

We don’t currently operate over weekends or bank holidays, if you have sent us a support ticket we will reply on the first day back in.

Do you do treat only / toy only subscription boxes?

No unfortunately not. We have 3 subscription plans available for puppy, adult and tough chewers.

What courier do you use?

We send our parcels via Parcels2Go Myhermes 48tr tracked.

Do you have any subscription discounts?

We do occasionally run subscription promotions on our Facebook and Instagram.

I want to subscribe but I have some questions?

We’re here to help! Email us at [email protected] and we’ll be happy to help in anyway we can 🙂

What if I get an extra item in my box?

We are always rewarding our loyal subscription customers, so if you have extra items this isn’t a mistake, open and enjoy them.

What if there is a missing item from my box?

Sorry to hear that we will do our best to fix this asap. Reach out to us at [email protected] and we will be happy to help.

What should I do if my box arrives damaged?

We are sorry to hear that and we do our very best to ensure you reciev your order in the best condition possible. Please reach out to us at [email protected] and we will send you a replacement.

I have signed up for my first box. Will I get another box for this month? 

Our subscription gives you one box a month. Your first box will arrive shortly after signing up to our subscription service. Then all further boxes are sent at the end of each month following the month after your first box.

How do I change my subscription email address?

You can change your email to your subscription by logging into your subscription dashboard or alternatively email our support and we can change this for you [email protected]

I have 2 dogs, can I have 2 subscriptions?

Yes of course, you can simply add a 2nd box to your subscription by logging into your subscription dashboard or alternatively email our support and we can add this for you [email protected]

When will my subscription box be delivered?

All first subscription boxes are sent within 48 hours of of placing your order with a 3/4 working day delivery. All subscription boxes after your first box are sent at the end of each month. So if your order completes on the 14th of June, this box would be sent at the end of June, and so on each month.

How do I change my subscription address?

Just login to your subscription dashboard and and change your details from here.

Can I pause my subscription rather than cancel?

100%, you can pause your subscription at any time you like. Just login to your subscription dashboard and pause it from their for 30 days. You can pause it as many times as you like each year. 

How do I cancel? Can I cancel anytime?

Cancelling is just as easy as subscribing. Simply reach out via or support email at [email protected]manpooch.zendesk.com to request cancelation. Once you cancel, you will not be charged again. Billing takes place on the date you signed up of every month, so be sure to cancel before your next billing date to avoid being charged an extra month.

Can I reactivate my subscription at anytime?

Reactivate your subscription at any time. Simply login to your subscription account and reactivate it from your dashboard or just send us an email to [email protected] and we will reactivate your subscription for you.

Can I pay with PayPal?

For single orders you can pay with card or PayPal. Subscription orders can only be placed with a credit/debit card.