Frequently asked questions

Thank you for visiting Boxes by Buddy, if you cannot find the answer you are looking for, please do not hesitate to contact us by email at theteam@boxesbybuddy.co.uk, we will be more than happy to help.

 

What are the subscription plans and how do they work ?


To make things easier, all subscriptions are renewed automatically so that you don’t have to revisit the website to make a purchase or to renew your plan. We have three plans available for you to choose from: The monthly plan - a monthly payment giving you freedom and flexibility. The three month plan - an option for you to pay for three gift boxes one delivered each month for three months at a discounted cost. The quarterly plan - an option for you to pay for four gift boxes one delivered every three months at a discounted cost.




How can I stop my subscription?


You'll be pleased to know that our monthly subscriptions are without a commitment. You can stop your subscription at any time from your account. If you wish to unsubscribe, you will still receive the remaining boxes as per your subscription however your subscription would not be renewed automatically. Our three month and quarterly boxes have a commitment period of three months and then you will be billed on a monthly or quartely basis. If you wish to purchase another gift box you would need to renew your subscription online at Boxes by Buddy. Please take note : The client will have until the end of the month to unsubscribe in order to ensure that they will not be charged on the date of signup on the following month and receive the box for the following month. If you wish to continue your subscription, you can do so at any time by reactivating it in just one click from your account.




What’s in the box? Can I choose the products


Buddy likes to mix things up every month and wants to make sure we send you quality products tailored to your dog's likes and dislikes. The box that your pooch will receive will contain 5-6 quality products from a range of treats, toys, accessories, hygiene and care products. Buddy won't let us send the same box to every dog (he says all dogs are different and not every dog will like what he likes) so he has enlisted the help of some of his friends small and large who will help choose the perfect package according to your dogs profile. Buddy wants to help all of his friends discover new products each month. He said if you could choose your own products then it would loose the element of surprise!




Why do I need to create a dog profile?


It's important to Buddy that all of his friends big or small receive the right toys to make the most of their play time! Buddy enlists the help of his humans to tailor each box to the profile of your dog. This then helps the humans decide which toys would be most suitable. Sending the same toys to both a Daschund and a Great Dane would be barking mad! Do get in touch with us if you are having problems filling in your dog's profile, we can help you with our size guide.




Do you deliver to all dog houses? When will I receive my box?


We currently only deliver to the United Kingdom Mainland (excluding the Channel Islands, Isle of Man, and Northern Ireland). We ship your first box as soon as we receive your order, you will then receive your following box between the 20th and 26th of the month. You should expect your box to arrive within 3-4 days from receiving your shipped email.




What should I do if I have a problem with my delivery?


If you haven’t received your parcel by the 26th of the month, please let us know. We will always do our very best to resolve the issue and deliver your gift box, you can reach us by email at: theteam@boxesbybuddy.co.uk Buddy likes to make sure his humans pack the boxes in a strong and secure cardboard box so that his friends receive their boxes the same way he would like to receive one. However, if something were to happen to your dog's box in transit, please do not hesitate to contact us to schedule a new delivery.




How to change my bank card details? What if my payment failed?


You can change your billing information at any time in your account to make sure that you dog doesn't miss out on a box! Updating your card is mandatory in several cases : - Card has expired - Card has been declined We will make a direct debit from your account on the date you signed up to our subscription. If that transaction fails, we will reattempt the transaction several times until the 19th of the month, once the attempts have stopped, the box will be classed as ‘unpaid’. We will then send you an email allowing you to pay for the box directly, or find another solution together. Buddy wants to make sure none of his friends miss out. We cannot change the renewal date because the system is automated to ensure everyone receives their boxes at the same time.




What to do if I need to change my address or my dog’s profile?


As a member you will be able to change your postal address or modify your dogs profile from your account. Any changes need to be updated by the next payment comes out of your bank from the previous month to ensure we have up-to-date information for when we send out your next box. If you have missed this date please get in touch with us directly by email at theteam@boxesbybuddy.co.uk and we will try our best to rectify this for you. However we do ask that these changes are made via your account to ensure that you receive you box on time.





Opening Times
Customer service | 9am- 5pm
Online Store | 24 Hours
Email: theteam@boxesbybuddy.co.uk

Copyright Boxes by Buddy 2020

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