Shipping policy
<p><em>Last updated: 15 September 2026</em></p>
<h2>Where we ship</h2>
<p><strong>We ship to the United States, Canada, the United Kingdom, Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, Hong Kong SAR, Israel, Norway, Switzerland and the United Arab Emirates.</strong> If your country is not on that list — the European Union is not, at the moment — we cannot send you a box. We would rather you read that here than discover it on the payment step.</p>
<p>This is the whole list. There is no international option, no exception list, no waiting list.</p>
<h2>What shipping costs</h2>
<p>Your trial shipment costs <strong>$6.90</strong> today. The bars themselves are <strong>$0</strong> today, applied automatically at checkout. The $6.90 is a shipping charge and is separate from the price of the box.</p>
<p><strong>Future subscription deliveries ship free.</strong> Your renewal price depends on your dog's size and covers the product; you do not pay shipping on top of it.</p>
<table>
<tr>
<th>Shipment</th>
<th>Product</th>
<th>Shipping</th>
</tr>
<tr>
<td>Trial box (today)</td>
<td>$0</td>
<td>$6.90 to a US address; other countries are calculated at checkout</td>
</tr>
<tr>
<td>Every subscription delivery after that</td>
<td>Your size price, every 30 days</td>
<td>Free</td>
</tr>
</table>
<h2>When your box ships, and how you track it</h2>
<p>Your first box leaves within 1–2 business days. We will email your tracking details when it ships, to the address you used at checkout. If the email is not in your inbox, check the spam folder before you write to us.</p>
<p>Your first box leaves within 1–2 business days. Renewal orders are prepared for dispatch as soon as the renewal charge clears. Once a parcel is with the carrier, the delivery estimate is the carrier’s, and it is shown in your tracking email. Those are carrier estimates, not promises we can enforce on their behalf.</p>
<h2>Your 7-day trial starts on delivery</h2>
<p><strong>Your 7-day trial starts on delivery</strong> — not when you order, and not when the box ships. A slow carrier does not eat into your seven days. The clock starts when the box is at your door.</p>
<p>If your dog says no, cancel online within the 7-day trial and we will hold the scheduled charge.</p>
<h2>If the address is wrong</h2>
<p>We ship to the address you enter at checkout, exactly as you enter it. Missing apartment numbers and old addresses are the most common reason a box goes astray, so check it before you pay.</p>
<ul>
<li>Spotted a mistake and the box has not shipped yet? Write to us through the <a href="/pages/contact">contact form</a> straight away and we will correct it if the order has not left.</li>
<li>Once the parcel is with the carrier, we cannot redirect it.</li>
<li>If the carrier cannot deliver and sends the parcel back to us, we will contact you to arrange delivery to a corrected address.</li>
</ul>
<h2>Delays</h2>
<p>Once a box is with the carrier, the timing is theirs. Weather, public holidays and carrier backlogs happen, and tracking is the most accurate source you have.</p>
<p>If tracking has stopped moving, or the carrier has marked the parcel delivered and it is not there, check with your neighbors and your building's mail area first, then write to us through the <a href="/pages/contact">contact form</a>. Send your order number and we will take it up with the carrier.</p>
<p>Because the trial starts on delivery, a delay in transit does not shorten your 7 days.</p>
<h2>Lost parcels</h2>
<p>If a box does not arrive, tell us through the <a href="/pages/contact">contact form</a>. We will open a trace with the carrier and sort out the delivery with you. A parcel that never reached you is our problem to fix, not yours to argue about.</p>
<h2>Changing your delivery address</h2>
<p>Your address lives in your customer account. Sign in at <a href="/account">your account</a> to update it, and you can skip or cancel there too.</p>
<p><strong>Change the address before your next charge.</strong> When a renewal is charged, the order is created with the address on file at that moment, and after that it follows the rules above: we can correct it only while the box has not shipped.</p>
<h2>Returns and free collection during the trial</h2>
<p>If you cancel during the taste trial, return the remaining bars, the can and the welcome gifts. We arrange collection for free.</p>
<p><strong>Hand the package to the courier within 14 days of cancellation to avoid the product charge.</strong> The deadline is for collection, not for the parcel reaching us, so a slow return trip is not held against you.</p>
<p>The full terms of the trial and the charge are in our <a href="/policies/refund-policy">refund policy</a>.</p>
<h2>Questions</h2>
<p>We have one public channel: the <a href="/pages/contact">contact form</a>. No support phone line, no published inbox. Send your order number with your message and we will answer there.</p>