We’re sad to see you leave, but we’re here to make managing your subscription simple. While we’d love for you to stay, here is all the important info you need before you go.
Need Some Help?
Not sure if you want to stop your subscription? We’ve got some tips that might help:
It is 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, swapping your meal choices to exclude surcharged recipes or even supplementing with foods you already have at home.
My dog is 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). If you have too many meals right now - the quickest and simplest option is to just push back your next delivery date. You can also tweak your delivery plan to receive fewer pouches in each order if you prefer.
Delivery/courier issues
If you’ve had a delivery problem, check out this article to see what information we need from you to help. You can also tweak your delivery day & the related courier service if you prefer - information about this is here.
I don’t need regular deliveries
No problem - your subscription is super flexible. You can stop and start deliveries, place orders when you need them, or just order our extras like treats and broths separately.
Managing Old Accounts: If you are unable to access an older Butternut Box account, contact the team with your details (like your address, postcode and pet’s name) to resolve access issues and manage your orders.
Quick Steps to Stop Your Subscription
If you’re sure you want to stop your orders, follow these simple steps (it’s the same as cancelling!).
Log in to your Butternut account with your email address and password either in the app or online.
💡 If your email address is not accepted, you may have used a different one on your Butternut Box account.
Click your profile icon on the top right of your home page:
Select 'Account details' from the list:
In the 'Account details' area, click the 'Pause Subscription' button:
After clicking "Pause Subscription" you will see either:
1. A selection of free-text questions where you can describe in your own words why you need to cancel your orders:
2. A few pop-ups for further support or special offers (which you can accept or dismiss) followed by a list of pause reasons, which you can select from, plus a free-text field to add any comments or feedback:
At the final step, you will need to click “Stop my subscription”. This button will only work once the above has been completed:
You will then be taken back to your dashboard, where it will show your account is paused, as follows:
Although we refer to this as a pause, this action will stop all future orders and payments, the same as cancelling. You may choose to resume deliveries or order a one-off box of meals or treats at a later stage.
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.
Does It Cost Anything to Stop my Account?
No. There's no cancellation fee involved in stopping your subscription. The only key thing to remember is the cut-off time for your next box. The cut-off date and time for amending your next order will be stated in your delivery reminder email.
If you stop (cancel) your account before the cut-off of your next scheduled box, you won’t be charged as the order won't be placed.
If you stop or make changes after the cut-off, your next box will still be charged and delivered.
Once a box has been charged and dispatched, we are unable to return the funds. If you choose to refuse the delivery at the door, the courier will dispose of the box and its contents. We cannot accept returned food once it has been dispatched.
🚫 A word of caution: We don’t use (or recommend) any third-party services to stop (cancel) subscriptions. Some may charge for this service or even add interest. Since it’s completely free to complete directly with us, there’s no need for the middleman.
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.
Even after cancellation, you can still place one-off orders for boxes or treats directly from your account without reactivating your subscription.
Can I Stop My Subscription If My Account Is Suspended?
If there’s an outstanding payment, the account will be temporarily suspended, and no future orders will be sent.
While your account is suspended, you won’t be able to stop your subscription or take other account actions, such as arranging another delivery.
Our system will keep trying to process the payment, and once it clears, your account will automatically reactivate. At that point, you’ll be able to make any changes you need, including pausing your subscription.
Payment details can be updated easily through your account online or via the app. There is more information about changing your payment information here.
✉️ You will be sent automatic emails any time the status of your account changes or if we experience an issue with processing a payment.
💛 We’re Here to Help!
Whether you’re pausing or just need a little extra guidance, our Customer Love Team is always here to lend a hand.