Subscriptions FAQs

How do I start my subscription?

To create a new subscription, create a new order (ensuring that you are registered and logged in) and follow the instructions on the order success page to create a reoccurring order.

Do I need to register?

Yes you do need to register as a customer to create subscriptions. If you are on desktop, simply click on the 'login/register' tab along the top of the website. If you are on mobile, you will find our log in / register tab in the drop down menu. 

How does it work?

To create a new subscriptionsimply order as normal through our product pages (ensuring you are logged in if you’re already registered as a Laughing Dog customer or create a registered customer account at checkout) and on the order success page you will see a subscription pop up box giving you the option to create a subscription with your chosen farm bakery product. Simply follow the steps to personalise your subscription (you can even label the subscription with your dog's name!) and then select the order frequency that best suits you. Your subscription will be available to view or amend in ‘My Account’ – simply click on the ‘subscription’ tab on the left hand side. Your 15% discount will be applied from your next order.  

Once your subscription has been completed, you will receive a confirmation email and how to receive a free personalised birthday gift. Please note that your subscription will start from the date you create the subscription e.g. if you start a subscription on the 1st October, then your first order (and payment) will go out either one week, two weeks,6-weeks, one month or 2 months from this date.

How long is the subscription activated for?

12 months. After submitting your subscription request, you will receive an e-mail from us acknowledging that we have received and accepted your request to set up a subscription.

We will be in contact if:

  • The product is out of stock
  • If there is a problem with payment

Once you have set up your subscription service, we will send you the products you have subscribed for at the frequency you have indicated. You will receive a Dispatch Confirmation for each subsequent subscription service order.

You can cancel your subscription service before the products are dispatched by contacting us on freephone 0800 0988057 or email us at [email protected]. Our lines are open Monday to Friday, 8.30am – 5pm. Alternatively, please leave us an answerphone message and we will return your call as soon as we’re open. Please note that if there is less than 48 hours until your order date, you cannot cancel this particular order; however, all subsequent orders will be cancelled. 

If a product is no longer available (e.g. we are no longer making it), we will notify you of this. You will then be able to cancel your subscription service and set up a new subscription service for an alternative product if you wish.

What happens after 12 months?

Your subscription will come to an end, but we'll give you plenty of advance warning to ensure you can renew when the time comes. If our prices have changed, your new subscription would reflect these changes when you come to renew. 

How long do I have to make any changes before my order is despatched?

If you wish to make any changes to your subscription (e.g. pausing, adding or removing items) this can be done from your My Account page. Changes must be made 48 hours before your 'next order date' in My Account, otherwise they will not take effect. 

How can I view or amend my subscription?

To add products to your subscription simply head to the product pages and click on 'add to subscription' on the product page (you will see a blue subscribe & save box), you can then easily manage your subscriptions from your My Account page.

Can I change the date my order is being delivered?

If you need to change your order date by a few days but do not wish to pause your subscription (e.g. if you are going away or are not going to be in), please pop us an email to [email protected] or call the farm bakery on our freephone number 0800 0988057 with 48 hours notice, and we will happily amend this for you.

I am not sure how long a bag of food will last?

If you are not sure how often you are placing an order or how long a bag lasts, then you can always create a subscription and pause the subscription when you find that you have ordered too many bags. When you are ready to order more food simply unpause your subscription and your order date will be reactivated.

Can I pause my subscription?

Yes, you can pause your subscription anytime from your My Account page. Please note though that if subscriptions are paused this will delay your order date shown in My Account. You are not able to pause your subscription 48hrs before the order date. 

What happens when I resume my subscription?

When you resume your subscription, if this is before your original order date shown in your My Account, this order date will be reactivated. However, if your original order date has now passed, your food will be sent to you one week/every 2 weeks/ once a month/every 2 months (depending on the frequency you selected) from your resume date. If you resume after your original date shown in your account, your payment date will also go out on the new date.

When will my payment go out?

Your payment will leave your bank the same day as your order date. If you cancel or pause your subscription less than 48 hours before your order date, this order and payment will still go out (this is because our bakery will already have prepared your order). However, subsequent order and payments will be stopped. 

I would like to receive my food in a different frequency to the options you have given us. For example, some months I may want the food delivering every two months. How do I make this work? 

We now have this functionality in place, so you can now have your food delivered every 2 months.

What happens if you make a change to your product prices? 

Unfortunately sometimes our high quality ingredients can go up in cost which means that we have to increase the prices of our products. However, when you subscribe to a particular product we guarantee that we will fix the price of that particular product for 12 months from when you originally began your subscription. Please note, however, that if you remove this item and re-subscribe to it at a later date, the price could change - your subscription will be based on the current shop price (with 15% discount). 

Please note that as far as possible we will try to ensure that we don't increase our delivery charges within your subscription 12 month period. However, if we did need to make a change we would of course notify you as soon as possible. When you come to renew your subscription, you will be subject to the delivery charges which are in place at the time on the website - which may be different to the charges you paid in your previous subscription cycle. 

What happens if you make changes to your recipes? Can I try the new recipe first to see if my dogs do like it?

Yes of course, we will add a case/bag to your subscription when it is ready to go out free of charge. We will notify you first if we did ever have a change in our recipe or if we replace a product. Laughing Dog is committed to ensuring that it continually develops its recipes. 

Are promotions included?

Promotional codes cannot be used in conjunction with our subscription service.

How do I receive a free baked birthday gift for my dog?

When you activate your first subscription you will receive a welcome email. In this email you will see a form to complete should you wish to receive a free birthday gift for your dog – simply tell us their name, breed and birthday, as well as any details of dietary intolerances or allergies. Our free baked birthday dog gift will be posted out to your four-legged friend during their birthday month. Please note that a maximum of three dogs can be added and the free baked gift will only be sent if your subscription is active.

How much does delivery cost?

Free delivery is for orders £20 or over, so you may wish to build one subscription which ensures you reach this threshold. If under £20 there is a £4.95 delivery charge. Please note that sometimes our courier's costs can increase - if this is the case, we may need to increase our delivery charges. If this is the case, we would of course notify you as soon as possible. 

Can I have more than one subscription?

Yes you can have a maximum of 3 subscriptions per account (3 subscriptions per household). 

Can I include more than one dog's food in one subscription?

Absolutely - our subscription service can be used in a variety of ways. For example, you may choose to order more than one dogs' meals and treats under one subscription. If that is easier for you, that's fine with us (and if your order is £20 or more, it will be free delivery). Alternatively, some of our customers prefer to set up separate subscriptions for their dogs (particularly if they want different order frequencies) - the choice is yours!

When will the discount be applied?

The 15% discount will be applied to your 2nd order once you have subscribed. You will see your reduced prices in the email confirmation which is sent to you. Please note that currently we do not have the functionality to show the discount rate in My Account. 

How do I create a new/additional subscription?

To create an additional subscription you will just place an order as normal and at the order success page click on create new subscription.

Can I cancel my subscription?

You can cancel your subscription service before the products are dispatched by contacting us on freephone 0800 0988057 or email us at [email protected]. Our lines are open Monday to Friday, 8.30am – 5pm. Alternatively, please leave us an answerphone message and we will return your call as soon as we’re open. Please note that if there is less than 48 hours until your order date, you cannot cancel this particular order; however, all subsequent orders will be cancelled. 

How can I sign up to your newsletter?

To receive news and details of competitions and giveaways fresh from the bakery, simply sign up to our newsletter via your My Account page or alternatively click here.

Terms and Conditions

To read our subscription T&Cs as well as our website terms in general, please click here.

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