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Frequently Asked Questions

  • What is PupBox?

    PupBox is a monthly development box for new puppy parents. All PupBox subscribers will receive a monthly box that includes both training and development information as well as premium products that are tailored to your puppy’s age. Each months box will help walk you through the many joys and challenges of puppyhood.

  • What products will be included in my PupBox?

    Each box will include 5-7 premium products. All boxes will include 1 bag of Made in USA training treats and 4-6 additional products that are selected based on the age and physical characteristics of your puppy. If your pup is working on house training we will include pee spray, if your pup is going through teething then we will provide some extra chew toys. The products will rotate each month so your pup will never get bored! We pride ourselves on the quality of each product as well as the personalized nature of each box. We will only send you products that we know your pup will love.

  • What kind of training and educational material will you provide each month?

    Each month your box will include an educational insert. The insert will act as a development guide that will walk you through the changes going on in your new puppy. For instance if your pup is 2 months old we will discuss how to prepare your home and make your new puppy feel like part of the family. Additionally each month we will provide tips and tricks to help with your training effort. All training information is based on positive reinforcement techniques. All training and development information is approved by celebrity puppy trainer Andrea Arden!

  • How do I get started?

    Click the "Get Started" button on the homepage, or "Join" in the navigation bar, and you will be directed to our puppy profile. Fill out all of the necessary information about your pup and we will make sure to personalize the box based on your every need. We will bill you upfront and ship the box directly to your doorstep. Oh, and we will cover the shipping charges for all US based subscribers. Simple as that.

  • I have an adult dog, can I still sign up?

    Of course you can, all dogs are puppies in our eyes! All adult dogs will receive 4-7 premium products hand selected by the PupBox team. They will not be age specific, but we will customize every other aspect of your box. We will even throw in a more advanced training trick or helpful tip for you and your best friend to work on.

  • Are your products safe for my puppy? Where are the products made?

    Each puppy has individual needs and sensitive digestive systems. It is best to inquire with your personal vet about products that your puppy should or should not eat, play with, or use. PupBox does review products for safety, and has a full team of puppy product testers trying each product for quality.

    All treats are sourced from the USA, and chews are sourced from the USA, Canada, South America, Australia and New Zealand. Our toys are sourced from all over the world.

  • Do you offer tough toys for pups that are heavy chewers?

    We know that many pups, large and small, can be hard on their plush friends. Each PupBox is catered to your pup's changing needs, and we include tougher toys for ages and sizes that are typically tough chewers. If you find that a toy included in your PupBox doesn't meet your pup's standard then just reach out to us and let us know (info@pupbox.com). We will replace any items you don't love, and will work with you to make sure future shipments only include toys that are more suitable for your best fur-end.

    A quick side note from the product team at PupBox - We encourage you to embrace your pup's destruction! Make sure to always supervise your pup's play, and take away any stray fluff, rubber, or rope that might become a choking hazard. Ripping a toy to shreds is a great way for your pup to release both mental and physical energy, and we encourage you to let your pup destroy the occasional stuffed duck, monkey or bear : )

    Selecting the right toy's that engage your pup is a big part of what we do at PupBox. Holler at us, with any product feedback, and if you don't love something or you feel your pup needs tougher toys please let us know so we can make it right.

  • What if my pup has a food allergy?

    Food allergies are Fur-real! We want to make sure your box only includes treats and chews that your pup can have. We have included some common food allergies in our profile process. Just check off which allergies your pup has and we will do our very best to accommodate or substitute for a suitable treat or toy. If the allergy you are looking for is not included, then just add a few notes so our team is aware of your pup's needs.

    Both the allergy selection and notes section is part of the Account overview screen in our profile process. If you have additional questions about allergies, please don't hesitate to bark at us: info@pupbox.com.

  • Do you include rawhide?

    We do not include rawhide products in the box. Rawhide is often heavily treated with chemicals and difficult to digest. We do however include rawhide alternatives to help cater to the chewing needs of both puppy and adult dogs. Products such as bully sticks, ears, and bones are not made or treated in the same way as rawhide, and are often included in your monthly box. Always consult your Vet if you are concerned about a specific product or product category.

  • How do I redeem my store credit?

    You can redeem store credit for any product in our PupShop. Subscriptions, and gifts can not be redeemed for store credit. Please visit our PupShop HERE, add any product to your cart, and enter the unique code you received via email on the cart page. The credit will be applied to your cart contents. If there is a balance remaining, you will be required to pay that balance via credit card or PayPal to complete checkout.

  • Do you work with partners?

    If you would like to become a PupBox partner, and recommend the products to your network, then we would love t here from you. We work with everyone from rescue groups and breeders, to media agencies and social media accounts. If you are interested in working with PupBox then please CLICK HERE to get in touch with the right contact on our team.

  • How does the online store work?

    Our online PupShop offers our customers the option to purchase products that have been featured in past months boxes. If your puppy loved a products in the box, such as a special treat, then you can visit our online store to purchase that product individually. As long as your product purchases fit into your next months box we will ship it to you for only 1 additional dollar! Or you can pay for the shipping costs and have the product sent out immediately. We know how difficult it can be to find high quality, puppy safe products and we want to make it as easy as possible for you to get the products that you and your puppy love.

  • Do I have to be a PupBox member to buy products from your online store?

    You do not need to have a PupBox subscription to order online, but if you are not a subscriber you will have to pick up the shipping charges on your purchase.

  • Do I have to pay for shipping on my shop purchases?

    As long as the products you purchase in our shop can all fit in your next box we will ship them out to you for an extra charge of only $1. If your purchase is too large then you will pay the shipping fees associated with your purchase. All Shop purchases over 50$ will include free shipping.Add to box option only applies to PupBox members. Non-members will need to pay shipping charges.

  • Can I cancel or change my subscription?

    Visit your account page to cancel your subscription. If you cancel your subscription before your subscription term is complete then you will still receive all of the remaining boxes in your selected plan, but you will not be automatically renewed at the end of your subscription term. If you have any questions about canceling your subscription, or are having problems doing so, just email us at info@pupbox.com and we will take care of it for you.

  • How often will you charge my card?

    We will charge your card once upfront when you sign up, and will continue to charge your card monthly until your subscription is cancelled. When your subscription term ends, we will automatically renew your subscription to the originally selected subscription term (one month will be renewed one month, three month will be renewed for three months, etc.).

    Your card will be charged on or around the same day each month. If you originally sign up on November 5th, your subsequent charges will take place on or around the 5th of the month. If you wish to change your payment day, we would be happy to do so for you. Just email us at info@pupbox.com.

  • When will I receive my PupBox?

    Your PupBox will ship out within one week of your payment processing.Shipping times vary, but you can expect your box to arrive between 3-7 business days after you receive a tracking notification.

    A tracking email will be sent to you within 24hrs of your PupBox shipping. Please allow up to two business days for tracking updates to begin populating on the shipping providers website. If you are having trouble tracking your box, please don't hesitate to contact us for assistance (info@pupbox.com).

  • How can I alter my shipping address or billing information?

    Visit your Account Page, and select 'Add New Address'. Please make sure the correct address is selected as the default. Address updates will take affect on your next billing cycle. If your card has already been charged for the month, and you need to update your address before your box hits the road, then please email us directly to make the change (info@pupbox.com)

  • Do you offer refunds?

    We do not offer full or partial refunds for our subscription service, and we do not accept returned items. We do understand that there are extenuating circumstances and will do our best to provide a solution to problems on a case by case basis. Please inquire with us directly with any questions or concerns: info@pupbox.com.

  • I want to skip a month of PupBox, can I do so?

    We are happy to accommodate special requests such as skipping a month of deliveries. We do however encourage you to stay on a monthly shipping cycle. Each month of PupBox is carefully planned based on your pup's age and physical characteristics. The boxes grow on each other and we would hate to have you miss out on a months training content and products. We understand however that sometimes a shipping cycle of every other month is ideal, and we are happy to make that switch for you. Please email us to make the change at info@pupbox.com. We will take care of it for you, and you will receive a confirmation email confirming the change within a few days.