The Big Questions
If you have any questions we’d love to hear from you: email us here. anytime. Wanna know more check out our terms of service and privacy policy.
Get in touch with our compliance officer at Lisa@frankspets.com
How It Works!
Choose your box!
And head straight to our secure checkout page. We’ll ask you some questions about your pup so we get things just right for them. If you need help with anything, you can get in touch anytime.
We get Busy!
Once you complete your order we can ask our team to hand pack your Amazing personalised snackbox. We’ll email you to say Hi! And Welcome! Then we’ll email again to let you know it’s on its way. Delivery is always absolutely FREE across the UK.
Set Tails to Wag!
That’s it! Within a few days, you’ll be all set with a complete monthly supply of delicious, natural & healthy snacks for the entire month! Enjoy & have fun!
Ok! So what is a Snack at Franks Sub Box?
Snack at Franks is a dog snack subscription! We deliver the best quality snacks to dogs across the UK. Straight to your letterbox every month. And we include a toy or a surprise so you can enjoy more time together. Another thing taken care of. Well done you amazing pet parent!
Take a look at our ingredients page and be in awe of our quality curated snack boxes!
Technical issues?
Let us know if you’re having any trouble using our site. If you need help with anything, you can get in touch anytime. You can make a lot of changes to your account by logging in.
How often do I get a box?
When you order a subscription we take care of everything. Your first box we aim to deliver within 1 week. If you begin your subscription through a promotional period or using a discount, we will send your box within 1 – 2 weeks (as these times a so busy).
You’ll recieve your subsequent monthly box at the start of every month. We align monthly payments and deliveries this way so that all our members receive their goodies at the same time – and we know it makes life easier for most people!
Each month we will deliver your box straight to your door dog for FREE! If you run short, you can manually renew your subscription, early. Simply log in and choose to renew manually from your account’s subscription menu. If you have too much, you can pause and jump back in anytime.
Are there hidden fees?
No, none! Absolutely no hidden fees – Shipping and Delivery is completely FREE and the full-price at checkout includes postage, packaging and delivery.
Account
How do I log in to my account?
Click log in from any page and follow the sign-in steps. Have fun!
Forgotten your password?
Been there! On the log in page, choose the forgotten password link. We’ll email you with a temporary password. If you need help get in touch with us and we’ll get you sorted out.
My box doesn’t have what I ordered. It’s damaged! It’s lost! Something bad happened…
Please get in touch if anything has happened and we’ll respond immediately. We pride ourselves on our customer service so please, know you can get in touch with us directly anytime! We want you and your dog to enjoy being part of Franks and we are here to help you!
My Snack at Franks box has not arrived yet…
You’ll get a dispatch email so you’ll know when your box has been sent. You should receive it within 3—5 working days. If you haven’t received it in that time, get in touch.
Check for postal delays in your area with this handy tool. Due to Covid-19, there may or may not be delays. We will always try to notify you if there are expected national delays, but your box will get to you! Rest assured, we are coming pup!
May I return my Franks box?
Unfortunately no — because snacks are food, we don’t accept returns of boxes. Although you (and your dog) won’t want to, we do have no quibble policies so you can pause or cancel anytime if you no longer wish to subscribe, or need a break. Get in touch anytime if you need to talk to us about this.
Sending a Franks gift-box or a subscription as a gift.
Franks is the perfect gift for friends and family. Just pop your giftee’s address in the delivery section, on checkout, if you want it sent straight to them. You can add a personal message too.
Can I cancel a gift subscription?
Of course! Cancelling a gift subscription is as easy as cancelling your own subscription. Just log in and follow the cancellation steps. Have a look at our terms of service for more info on this.
My payment failed – what’s next?
Our system typically tries again after 48—72 hours. If we aren’t able to process your payment after that, your subscription will be paused until you unpause it. If your payment didn’t go through because of old billing details, our system will try to process your subscription once you update those. If you need some time, just pause your account anytime.
If you do need to change your payment details, please complete the following steps to ensure you don’t miss out on your box:
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Please log in to your account
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Choose Subscriptions
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Choose Update Payment Details
Once your subscription payment has been updated, your snack box will be scheduled for dispatch.
When will I be charged for my order?
We take payment for your first box (or a gift box) immediately upon completion of your order.
Payment for your subscription will be taken subsequently at the end of each month after this. This let’s you receive your sub box regularly at the start of every month, so you never need to worry about becoming an old Mother Hubbard!
Can I temporarily pause my subscription?
Yes, subscriptions can be paused. You have complete control when you log in If you pause, upon reactivation of your subscription, you will roll into the next delivery schedule.
Payment Problems…
If you receive an error message or an email about a payment problem, log in to your account, check or update your payment information.
Need help? Get in touch — the theme here is: we’re here to help!
What is the cancellation period?
You can cancel anytime! If you’re having any problems, Franks’ customer service team are happy to help you. For monthly subscriptions you might see a cancellation status as Pending – don’t worry, you’re all set and won’t be charged again. Once your current month is complete your account won’t be renewed. It’ll simply cease. Which would be sad.. sad Franks.. jus’ sayin..
You can also pause your account instead which means any unused promotional discounts will be waiting for you when you unpause. WooHoo!
If you do want to cancel and have 2 minutes, we’d be grateful if you can tell us why? You don’t have to, but it will help us improve.
When will I be refunded?
Once we have all the information we need, your refund is immediately sent to your account. Sometimes your gateway or bank might take a while to process. We aim to deal with a refund — or any problems you’ve had for that matter — immediately. Almost always on the same day you’ve contacted us (but weekends and after UK business hours might take a little bit longer).
Discounts & Special Offers…
If you have used a special offer or discount code on your subscription, be sure to read the terms of your discount. If you have any questions, just get in touch.
We offer discounts through the year, but we are a subscription service. If you use a discount to buy a single box and cancel your subscription before delivery, you will be refunded instead of receiving your award winning snack box.
Where do I enter my promo code?
Promotional codes, vouchers and gift card codes are entered during checkout with your adjusted balance clearly shown. Usually these are in the yellow boxes above our checkout. If successful you’ll see a message to say your code is accepted. If you have any problems, we are happy to help!
Can I insert several promo codes for a single order?
Sometimes, yes! Oftentimes no! Typically offers may not be used in conjunction with other discount offers. You can check our terms of service to see how we usually use discount promotional codes.
What to do when the code on my voucher will not work?
Double-check that you’ve entered the code correctly. Your promo code may only be valid for certain subscriptions, or the code may have already expired.
Check the terms of the promotion and if you’re good to go but still having a problem, get in touch and we’ll gladly fix it.
How to cancel your subscription?
To cancel or pause your subscription, simply log in and choose pause or cancel from your account’s subscriptions menu. You may resume or re-activate your subscription at any time. If you encounter any problems or have questions, get in touch with us. Please note that orders in progress cannot be cancelled, however, your cancellation will take effect upon completion of your order. So you won’t be charged again.
For monthly subscriptions you might see a cancellation status as Pending – don’t worry, you’re all set and won’t be charged again. Once your current month is complete your account won’t be renewed. It’ll simply cease.
Is there a cost for delivery?
Nope! FREE across the UK. That’s all.
Can I update my address?
Sure, you can update your address by logging in to your account. We need your new address at least 4 days before dispatch to ensure your box is delivered to the correct address.
We care about your pup’s health & well-being, that’s why every Franks Snack pack is grain free, low in fat and contain no artificial ingredients. Suitable for all dogs, even those with allergies, suffering from diabetes or tackling obesity.
