Frequently Asked Questions 🐾

Got a question? We've got you covered. If you can't find what you're looking for, drop us a message at hello@pupfuel.co.uk and we'll be happy to help!

About Pup Fuel

1. What is Pup Fuel?

Pup Fuel is a dog subscription box company created by two Frenchie parents who believe dogs (and their humans!) deserve the very best. We curate boxes filled with treats, chews, toys, and goodies — plus the occasional little extra for you too. Whether you're after a one-off treat or a monthly delivery of joy, we've got something for every pup and their person.

2. Who are the boxes suitable for?

Our boxes are designed for dogs of all breeds and sizes. We do our best to include a variety of products that suit different dogs — but if your pup has specific needs, see the question below about our tougher toy options.

3. Are your boxes suitable for puppies?

Some of our products are suitable for puppies, but not all. We always recommend checking the product details included in your box and consulting your vet if you're unsure. If you have a puppy, feel free to get in touch and we'll do our best to point you in the right direction.

4. Do you have birthday, welcome home, and Christmas boxes?

Yes! We offer special occasion boxes including birthday and welcome home boxes — perfect for celebrating your pup's big moments. We also try to offer a special Christmas box each year, which may be priced a little differently due to the extra goodies inside — but don't worry, we'll always let you know in advance so you can decide if it's for you. Keep an eye on our website and social media for updates!

5. Can I gift a box?

Absolutely! Our boxes make a wonderful gift for any dog parent. You can purchase a one-off box as a gift — just enter the recipient's delivery address at checkout. If you'd like to gift a subscription, please get in touch at hello@pupfuel.co.uk and we'll help you set that up.

Our Products

6. What's included in the box?

Each Pup Fuel box is carefully selected with a mix of treats, chews, toys, and lifestyle products for your dog — plus the occasional surprise for you! Exact contents vary each month, but we always aim to include a great mix of high-quality goodies. Full product details will be included in your box.

7. What other items can be purchased?

As well as our subscription and one-off boxes, we also sell individual items in our shop — so you can stock up on your pup's favourites or try something new without committing to a full box.

8. Can I alter my box if my dog is a chewer?

We've got chewers covered! We offer a dedicated box and subscription option specifically designed with tougher toys and chews in mind — perfect for those pups who make short work of the standard stuff. Check out our tougher toy box option on the website, or get in touch at hello@pupfuel.co.uk if you'd like to find out more.

9. Are all products safe for dogs?

Yes — the safety and wellbeing of your pup is our top priority. We carefully select all products with dogs in mind. However, every dog is different, so we always recommend supervising your dog with new treats and toys, and checking with your vet if you have any concerns about specific ingredients or products.

10. Where do you source your treats and chews from?

We source all of our treats and chews exclusively from the UK or EU — and we never include rawhide or food made far away. We're passionate about quality and transparency, and we want you to feel confident about everything that goes into your pup's box. If you have a question about a specific product, drop us an email at hello@pupfuel.co.uk.

Subscriptions & Billing

11. How does the subscription work?

When you sign up for a monthly subscription, you'll receive a Pup Fuel box delivered to your door every month. Your subscription renews automatically each month until you choose to cancel. You'll receive a confirmation email when your order is processed and another when it's on its way.

12. Can I buy a one-off box without subscribing?

Yes! If you're not ready to commit to a subscription, you can purchase a one-off box with no strings attached. It's a great way to try Pup Fuel before subscribing.

13. How does billing work for my subscription?

Payment for your subscription is taken automatically on the 7th of each month. Your box is then prepared and dispatched on the 20th of each month, so you can look forward to it landing on your doorstep shortly after. You'll receive email confirmations at both stages. If you need to update your payment details, you can do so through your account on our website or by contacting us at hello@pupfuel.co.uk.

14. How do I pause or cancel my subscription?

We completely understand that life can get busy or circumstances change! You can cancel your subscription at any time by contacting us at hello@pupfuel.co.uk or through your account on our website. To avoid being charged for the next month, please cancel at least 5 days before the 7th of the month.

Need a break rather than a full cancel? No problem — just get in touch at hello@pupfuel.co.uk and we'll be happy to pause your subscription for you.

15. How do I update my delivery address?

Need to change where your box is delivered? Just email us at hello@pupfuel.co.uk as soon as possible and we'll get that updated for you. Please note that address changes may not be possible if your box has already been dispatched.

Delivery

16. When will my box arrive?

One-off boxes and individual items are dispatched within 3 working days of your order being placed. Subscription boxes are dispatched on the 20th of each month — you'll be kept in the loop with dispatch and delivery notifications. Delivery times may vary depending on your location and courier.

17. How much is delivery?

Delivery costs are calculated at checkout so you'll always know what to expect before you complete your order. We work hard to keep our fees as low as possible — and as a small, independent business we're not quite able to offer free shipping just yet, but it's something we're working towards. Watch this space, and thank you for your support — it means the world to us! 💛

18. Where do you deliver?

We currently deliver within the UK. If you're outside the UK and would love a Pup Fuel box, drop us a message at hello@pupfuel.co.uk — we'd love to hear from you!

19. My box hasn't arrived — what should I do?

We're sorry to hear that! If your box hasn't arrived within the expected timeframe, please check your dispatch confirmation email for tracking information. If you're still having trouble, get in touch with us at hello@pupfuel.co.uk and we'll look into it straight away.

Returns & Issues

20. What if I receive a damaged or incorrect item?

We're really sorry if something isn't right with your order! Please contact us at hello@pupfuel.co.uk within 30 days of receiving your box, and include a photo if possible. We'll arrange a replacement or refund as quickly as we can.