We’re really sorry to see you go, but if you do need to pause or stop your deliveries, we’re here to make it as easy as possible. We’d love for you to stay, but we’ve included some helpful info below to make sure everything is clear.
Need Some Extra Help?
Not sure if you want to pause your subscription? We’ve got some tips that might help:
It’s getting too expensive
We totally understand. You can still enjoy Butternut at a more affordable price by switching to a smaller pouch size, adjusting your delivery frequency, or even supplementing with foods you already have at home.
My dog’s being a picky eater
Don’t worry, it happens! We’ve had loads of success helping picky eaters. We’ve put together some tips that our pet parents have found really helpful.
Freezer space is tight
No stress! You can store meals in the fridge for up to a week (two days once opened). Plus, if you’re struggling with space, you can always tweak your delivery plan to receive fewer pouches.
Courier issues
We’re sorry about that! If you’ve had a delivery problem, follow the steps in this article to let us know, and we’ll look into it for you. You can also change your delivery day if that helps.
I don’t need regular deliveries
No problem at all! Our subscription is super flexible. You can pause deliveries and place orders when you need them, or just order our extras like treats and broths separately.
Quick Steps to Pause Your Subscription
If you’re sure you want to stop your deliveries for now, follow these simple steps to pause your subscription (it’s the same as cancelling!). You can find everything you need below.
1. Log in to your Butternut account with your email address and password either in the app or online.
2. Select your profile icon.
3. Select 'Account details' from the list.
4. In the 'Account details' area scroll down and you will then have the option to stop your subscription, in red. You will be shown some options, continue to click through on the 'pause subscription' button. You will need to complete a quick exit survey then click on “Stop my subscription” in the final step.
IMPORTANT: You will always receive a confirmation email when your account is stopped. If this does not happen, it means the account is still active. If you stop your account after the deadline for your next delivery, as outlined in your reminder email, this box will still be charged for and sent.
Can’t Find the Option to Cancel?
Pausing your account is the same as cancelling, it stops your deliveries and payments - but your account remains, so you can return if or when it’s right for you. Many people retain their accounts to come back and order ad-hoc boxes or buy our ‘extras’ - such as treats - even if their dog is no longer on a Butternut diet. If you’d prefer to have your info removed from our system completely, just reach out to our Customer Love Team asking for a ‘hard removal’, and we’ll take care of it!
Once a hard removal has been performed, all of your data will be deleted and it won’t be possible to recover it, so please only ask for this if you are completely sure.
We’re Here to Help!
Whether you’re pausing, stopping, or just need a little extra guidance, our Customer Love Team is always ready to chat. We’d love to assist with anything you need.