What can we help you with today?


Delivery and Returns

Where is my order?

How can I return something to you?

When will I receive my refund?

Delivery times

What countries do you deliver to?


How does your subscription service work?

How do I set up a subscription?

How do I change/cancel my subscription?

How do I remove products from my subscription?

How do I edit my next subscription date?

How do I pay for my subscription, and when will I be charged?

How do I update my payment details?

I’ve been given a new card and forgotten to update my subscription and now my delivery has failed. Help!

Will I be charged subscription fees?

How do I update my shipping and billing address?

How do I get free delivery on my subscription order?

How do I combine multiple subscription products into one single delivery to qualify for free delivery?

How do I add a discount to a current/next subscription?

How do I swap/remove a discount code on a subscription?

How do I apply a PoochRewards discount voucher to my next subscription order?

Why is my discount code not coming off my total amount and only products?

Can I have subscription orders and still buy the odd one off item?

Are all your products available as subscriptions?

What happens if I forget to skip/cancel my subscription?

I still don’t understand and I need more help

Managing your Account

I’m having trouble signing into my account.

How can I make changes to the details on my account?

How do I change my password?


What is PoochRewards?

How do I join PoochRewards? Is it free?

Who can join PoochRewards?

How does your reward program work?

How can I earn points?

What am I agreeing to by joining PoochRewards?

Can I earn points when purchasing Pooch & Mutt products from another website or in store?

Where can I see how many points I have earnt?

What does pending points mean?

Is there a limit to the number of points I can earn?

How do I spend my points?

Can I save up all my claimed vouchers and use them all together to get my order completely free?

If I don’t use my full money off voucher, will the rest be saved for my next order?

Will my points or vouchers expire?

What happens to my points if I return a product or my order is cancelled?

Help I didn’t save my reward voucher code, how can I find it?

Can I share my points with a friend and gift someone else a money off voucher?

My points aren't applying to my account when I make an order online?

How do I add my dog’s birthday into my PoochRewards account?

When did your rewards scheme change?

How do I leave the program?

Discount Codes, Offers & Exclusions

How do I apply a discount code?

Can I apply more than one discount code at a time?

Why is my discount code not working?

How does the refer a friend program discount work?

Are there any items not included in offers?

Free gifts & exclusions

Gift Cards

What rules apply to E-Gift Cards?

Can I buy an E-Gift Card for someone else?

Can I use a discount code when purchasing an E-Gift Card?

Can I use my E-Gift Card more than once?

Can I use more than one E-Gift Card towards a purchase?

Can I use an E-Gift Card to buy another E-Gift Card?

Can I use my E-Gift Card to pay for delivery?

Can my E-Gift Card be used alongside a discount code?

Can I use my E-Gift Card to pay for a subscription order?

If I make a purchase with my E-Gift Card and my order's returned and refunded, what happens?

How do I check my E-Gift Card balance?

How do I access an E-Gift Card that was misplaced or never received?

Can I get a refund for an E-Gift Card?

Can I use a Pooch & Mutt E-Gift Card on Pooch & Mutt products from other retailers?

About Pooch and Mutt and our Ethics

What is unique about your pet food?

Do you send out free samples?

Where is your food made/sourced?

Is your packaging recyclable?

Do you use non-GMO ingredients?

Are you Peta accredited?