“Have not received package”
If you have not already contacted our support team for a replacement, please let us know within 30 days of shipping if you are missing your crate. We would be happy to investigate and further assist. Please make sure your shipping address is updated via your user account to ensure future shipments will be shipped correctly.
“No tracking info”
If your signup or renewal was processed before our cutoff on the 19th at 9PM Pacific, your subscription will include that month's crate. Barring any unforeseen circumstances, you should receive your tracking notification email by the 21st of each month. If that date has passed and you have not yet received your tracking email, please log into your user account and verify that the contact information is correct for your account.If the email address is correct, please double check your spam folder as the tracking email might have been caught in that filter.
“How long does it take to get package”
We currently target all monthly domestic crates to arrive between the 20th-30th of each month. Once you receive your tracking email you can use that information to see the most current location of our crate in transit.
“When I signup, how often am I charged?”
For one month subscriptions: You are charged at the time of signup and then the same date each month based on that signup date.
For example, if you signed up on the 28th then your renewal would be the 28th of each month.
For 3/6/12 month subscriptions: You are charged at the time of signup and then the same date each subscription period based on that signup date.
For example, if you signed up on the 28th then your renewal would be the 28th of each 3/6/12 months.
PLEASE NOTE: If your subscription signup is between the 6th-19th of a month for any length of subscription, your renewal will be moved to the 5th of the following subscription period. This will be reflected on your user account. The frequency of the renewal will follow the same dates indicated above.
When will my account be renewed?
If your subscription signup is between the 6th-19th of a month, your renewal will be moved to the 5th of the following subscription period. If you signed up between the 20th-5th, you will be renewed on that same date each billing period.
This will be reflected on your user account if your account matched the description above. We appreciate your understanding that in order to begin processing the shipments, the renewals must be in place for the current subscription period.