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 pause 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 “Pause my subscription” in the final step.
IMPORTANT: You will always receive a confirmation email when your account is paused. If this does not happen, it means the account is still active. If you pause your account after the deadline for your next delivery, as outlined in your reminder email, this box will still be charged for and sent.
Questions and Answers:
Does It Cost Anything to Pause or Cancel?
No. You can stop and start your Butternut Box subscription as much as you like, and it won’t cost you a single biscuit, it's completely free of charge. 🐾
The only thing key to remember is our cut-off time for your next box:
If you pause or cancel before the cut-off, you won’t be charged as the order won't be placed.
If you make changes after the cut-off, your next box will still be charged for and delivered, as it will have already been freshly prepared and booked for delivery.
Top tip for the smoothest experience:
The fastest way to make changes is through your online account using the steps above.
Download our app for quick and easy access to your delivery dates, so you’ll always know when your next box is due and can avoid any last-minute changes.
If you email us with short notice or outside of our working hours, we might not be able to action your request before the cut-off.
If you’re having trouble making a change, just give our Customer Love Team a shout via messenger or on the phone during opening hours. We will always be happy to help as soon as we can
🚫 A quick word of caution: We don’t use (or recommend) any third-party services to pause or 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 middle-dog. 🐶
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.
Can I Stop My Subscription If My Account Is Suspended?
If your account is suspended, your home page will show this information:
For now, you won’t be able to pause or stop your subscription while your account is suspended.
If there’s an outstanding payment, your account will be temporarily suspended and no future orders will be sent. Our system will keep trying to process the payment, and once it goes through, your account will automatically reactivate. At that point, you’ll be able to make any changes you need, including pausing your subscription.
When your account is suspended and when it becomes active again, you will always be sent confirmation emails to let you know what is happening.
We’re Here to Help!
Whether you’re pausing 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.
💡 Note: Fin, our AI chatbot is able to track your order and change upcoming delivery dates, it currently is not able to stop your account for you. This will still need to be done either within your online account/app - or by contacting our Customer Love team.