Auto-refill Guidelines

An order card describes an order already created. An upcoming refill card describes a future cycle; it is not a payment receipt or proof of shipment.

Changing a future refill does not rewrite an earlier order or an email already sent. Check the current management screen for future settings, and the order details for that specific purchase.

For products calculated from daily dosage, estimated supply depends on the product quantity and the total daily use of the pets receiving it. More supply generally lasts longer; greater daily use generally uses it faster.

Estimated days of use, the scheduled payment date and the estimated arrival date are different. Automatic scheduling also considers the applicable delivery timing. Check the saved schedule after making a change.

The pet switches select who is included in this new purchase. ON includes that pet in purchase calculations; OFF excludes the pet without stopping current feeding or changing existing orders or Auto-refills. Save the plan to keep the selection. If all pets are OFF, select at least one pet to save, or use Remove to remove the product from the plan.

For an eligible repeat purchase with active feeding data, Edit Feeding & Dosage in Purchase Plan opens the same editor used in Feeding & Dosage. Save and confirm the amount for each pet.

The saved feeding amounts are used for current feeding and applicable future supply calculations. A failed save is not a completed change. Check the refreshed schedule before relying on a new refill date.

Toothpaste and gel use a consumption estimate rather than a gram, millilitre or daily-frequency input. Choose baseline usage, 2× or 3× in the dedicated usage editor.

The multiplier adjusts estimated supply in Feeding & Dosage and applicable existing Auto-refill scheduling from the product's baseline usage period, including quantity and the pets using it. It does not prescribe two or three applications per day. Follow the product's directions. For these products, the baseline-period calculation takes precedence over a previously saved manual interval.

Current limitation: Purchase Plan previews for a new toothpaste or gel purchase still use baseline usage and the selected pet count. A saved 2× or 3× setting is not yet included in that new-purchase preview. Contact us if you need help checking the interval before starting a new Auto-refill.

Eligible active Auto-refills for the same product, variant and delivery address may be consolidated. Quantities and eligible coverage periods are combined; the same pet's feeding amount uses the latest applicable record instead of being added twice.

Different addresses, different variants or incompatible product combinations may remain separate. Creating another purchase does not rewrite previous orders. Check management after consolidation is completed.

Use Auto-refill Management from your upcoming refill to review the scope of a change. Where offered, This refill only applies to the selected cycle; a future-refills option also changes the ongoing setting.

Review the confirmation and the saved card. Purchase Plan prepares a new purchase; its Manage refill settings should not be assumed to have changed an existing subscription.

Skipping a cycle is different from ending Auto-refill. A skipped cycle does not by itself cancel future refills. For a product-specific change, check which products remain in the upcoming cycle.

Stopping one pet's feeding does not necessarily end a product's Auto-refill if another pet still receives it. When stopping the last pet leads to an Auto-refill ending confirmation, review and confirm that action.

Ending future Auto-refill deliveries does not cancel or refund an order already created. Existing-order cancellation and returns are separate actions.

If you have enabled the delivery-address reminder, the D-5 reminder directs you to review or change your address before the upcoming refill. It is separate from a payment reminder.

An address-change confirmation is sent after the change has been verified. It identifies the relevant products and quantities and whether the change is for one refill or future refills. Detailed address information is not included in that confirmation.

Trial packs follow the applicable selection and eligibility rules. Increasing full-size quantity does not by itself instruct us to add extra trial packs to an existing selection.

Review the trial-pack items and quantities shown for the relevant purchase or refill. Do not assume that every future refill includes the same trial packs as an earlier order.

A paid order awaiting dispatch and an unpaid upcoming refill are different situations. For a confirmed stockout or dispatch delay on a paid order, routine updates may be sent when the issue is confirmed, after 7 days and after 14 days, up to three routine notices. A newly confirmed dispatch date can have a separate update.

Routine delay notices stop when the order is shipped, canceled or the issue is resolved. If an earlier delivery actually causes the next unpaid refill to be held, a separate hold notice applies to that cycle. A stockout alone is not proof that a payment has been held.

Updating or verifying a payment method does not confirm a successful charge or restart an ended Auto-refill. Check the latest payment and Auto-refill status.

Order again starts a new purchase for both One-time and Auto-refill products. Review the current pet information, products, quantities and checkout details. It does not reactivate a historic ended subscription just by clicking the button.

Eligible delivered items can be requested for return within 30 days of delivery, subject to the Returns & Refunds policy. Select full-size products in the return form. Describe trial-pack requests in NOTE rather than selecting them as full-size items.

A request receipt is not return approval or a refund. Wait for approval and return instructions before shipping items back. Returning an order does not end future Auto-refill deliveries.

Eligible shipments scheduled within 14 days may be combined under the Shipping Information policy. A later eligible order and its payment may move earlier; the earlier shipment is not delayed for bundling. Already-created orders are not retroactively combined.

One-time plus One-time orders are not automatically combined. Eligible One-time plus Auto-refill, or Auto-refill plus Auto-refill, may be combined. Shipment bundling is different from consolidating the same product's Auto-refill settings.

Shipping charges, taxes and discounts follow the applicable order and destination rules. Check checkout or the current refill details rather than carrying over a previous order's total.