Subscription Policy

Welcome to the Petmate family! We’re thrilled to help you automate your routine while saving you some money. By choosing a subscription, you’re snagging a 10% discount on every recurring order.

Below, you’ll find everything you need to know about managing your account, from skipping a month to the "fine print" details.

🛠 Managing Your Subscription

You have full control over your subscription through your Customer Account. To get started, simply log in to our store using the email address you used at checkout.

From your account, click on the “Subscriptions” tab to:

1. View past orders and order information.
2. Edit your payment information or add new payment methods.
3. Edit or update your shipping address.
4. Skip an upcoming delivery.
5. Pause or resume subscription services.
6. Cancel your subscription.

How to Cancel Your Subscription

We’ll be sad to see you go, but we make it easy to leave. No "retention specialists" or hidden buttons here.

1. Log In: Sign in to your account on our website.
2. Manage Subscriptions: Click on the "Subscriptions" tab in your account dashboard.
3. Select Plan: Click on the active subscription you wish to end.
4. Cancel: Click the "Cancel" button.
5. Confirm: Follow the prompt to confirm. You will receive an automated email confirming the cancellation.

Skip or Pause a Delivery

Life happens. If you have too much product or you're heading out of town, you don't need to cancel.

• Skip a Delivery: In your subscription portal, click the "Skip" button for your next scheduled date.
• Pause: Need a longer break? Click the "Pause" button to halt billing indefinitely until you're ready to come back.

💰 Refund Policy (Missed Cancellations)

We send a reminder email before your subscription renews.

• Before Shipment: If your subscription renews and you forgot to cancel, contact us within 24 hours. If the order hasn't been processed for shipping, we can cancel and refund you.
• After Shipment: Once a subscription order has been fulfilled and handed to the carrier, we cannot issue a refund for that cycle.
• The "Oops" Rule: We do not offer refunds for "missed cancellations" if the product has already left our warehouse. Please ensure your cancellations are processed at least 48 hours before your next billing date.

❓ Frequently Asked Questions

When will I be billed?
You are billed on the anniversary of your first purchase based on the frequency you chose (e.g., every 30 days). You can see your next billing date clearly in your Subscription Portal.

What happens if my payment fails?
If a payment fails, Shopify will automatically retry the charge up to 3 times over the course of a week. If it still fails, your subscription will be placed on Hold. You’ll receive an email with a link to update your payment method.

How do I change my shipping address?
Updating your default stored address does not always update your subscription address. Please go to the "Subscriptions" tab, click your active plan, and select "Edit Shipping Address" to ensure your next box goes to the right place.

📞 Subscription Support

Need a hand? Our Customer Care Team is standing by to help you manage your orders.

• Email: consumerservices@petmate.com
• Hours: Monday – Thursday, 8:00 AM – 4:30 PM CST

⚖️ Full Terms & Conditions

By purchasing a subscription, you agree to the following:

1. Recurring Charges: You authorize Petmate to charge your stored payment method at the frequency selected at checkout.
2. The Discount: The 10% discount is valid for the life of the subscription. If you cancel and rejoin later, the discount will apply at the then-current subscription rate.
3. Price Changes: We reserve the right to change product pricing. We will notify you via email before any price change affects your recurring total.
4. Data Security: All payment information is stored securely by Shopify. We never see or store your full credit card details.
5. Termination: We reserve the right to cancel your subscription at any time for reasons including, but not limited to, product discontinuation or suspected fraudulent activity.