FAQs

Do you have any offers?

Yes! New customers gain 25% off their first 3 boxes!

When you Subscribe to the Multi-Dog box, just tell us which two Themes you would like, and save on the price of subscribing to two separate boxes!


Will I know what is going to arrive in my box?

All four of our Themed Boxes will provide a mixture of toys, treats, chews and other products over the course of your subscription, but the theme you choose lets us focus our attention on researching and picking out products within that theme for you! Each month we will vary the box and its contents, so you receive exciting new items and are introduced to new ideas, brands and products! The information you give us in your profile will really help us to tailor your subscription to your pooch, so the more you tell us, the more we can refine your parcels to suit your dog! If you find that your dog for example, absolutely loves a particular pack of treats that we send you, you can always send us an email to ask us to include those every time!

I'm on holiday next month, can I pause my subscription?

You can! Just Log-In and select skip!

Can I change my subscription?

You can! Simply cancel your current subscription, and start a fresh with a new theme! 


Can I customise my box to cater for my dog’s likes, dislikes and allergies?

This is exactly what makes us different to other dog subscriptions! You can refine your Themed Box by telling us all of these bits of information when you subscribe. This means we can really tailor your subscription to your pooch, only sending you items we think your dog will particularly love! 


When do you take payment?

Your subscription payment will automatically leave your account on the same date each month as the date that you first subscribed on, so you don't have to do anything but wait for your Tail Mail arrive on your doorstep!


I never received my box! Help!

First thing's first - don't panic! Then let us know, and we'll take care of the rest!

We really hope this is never the case, and we try to protect you from this by sending each parcel out with recorded delivery, so the carrier can demonstrate where your parcel currently is. However if this situation does arise, email us to let us know – especially if we’re not open at our shop. You can also phone on the number at the base of our website if it's easier for you!


There's a problem with an item in my box!

If an item has been damaged during shipping, we’ll replace it for you! All you have to do is let us know via email at info@gingerandbrowns.co.uk within 24 hours of receiving the item. This is to give us chance to recover our costs from the delivery company.


We really do try to tailor your subscription to you and your pooch, but if we have sent you an item that you know your dog doesn’t like, or can’t have, leave it unopened in its original packaging, email us to let us know, and we’ll source a replacement item that we think you will be pleased with. Unfortunately we’ve all bought our dogs toys and treats that they’ve turned their wet noses up at! If you’ve tried something we sent you but it’s not gone down as well as we all hope, unfortunately we can’t accept returns on anything that isn’t as new in a re-salable condition but be sure to let us know so we won't send it again!


Will you renew my subscription?

If you have bought a "Trial Box", this is a one off purchase and you won't be automatically charged for a second box. This makes it a good idea for a gift!

However if you subscribe, every month you will receive a new delivery, and the charge will leave your account automatically so you don't have to remember or organise anything - we do it all for you! You can cancel at any time though!


What delivery options do I have?

Unfortunately we can only deliver to the UK, but we always use standard, recorded delivery, 

 

My billing or delivery details have changed, what should I do?

You can easily update these through your Log-In!


How do I cancel my subscription?

We don't hold you to any contract, so you can cancel any time! However we really hope this isn't the case, and always reward our customers for subscribing for longer. If you do want to finish your subscription, you can do so easily through your Log-In. We always welcome an email letting us know why you have cancelled and or if you have any comments that can help us make our service better!

 

I can't find the answer I'm looking for, can you help?

Always! Just drop us an email or message us on Facebook or Twitter!