FAQ – MyPetiverse

Question 1

What is a mystery box?

Accepted Answer

A mystery box is a curated collection of handpicked pet treats, toys, and accessories — chosen to suit your pet's species and personality. You won't know exactly what's inside until it arrives, which is half the fun!

Question 2

Who makes the boxes?

Accepted Answer

Every box is handmade by us here in the UK. We source products from small independent makers as well as trusted brands, and we pack each box ourselves with care.

Question 3

Which pets do you cater for?

Accepted Answer

We cater for dogs, cats, rabbits, guinea pigs, hamsters, birds, reptiles, and more. You'll choose your pet type at checkout so we can tailor the contents accordingly.

Question 4

How does the monthly subscription work?

Accepted Answer

When you subscribe, your direct debit is scheduled for the 1st of each month. Your box is then packed and posted out during that month, so you can expect it to arrive by the end of the month you've paid for. You're essentially paying one month in advance — so your first payment on the 1st covers the box you'll receive by the end of that same month.

Question 5

When will I receive my first box?

Accepted Answer

Your first direct debit is taken on the 1st of the month following your sign-up. Your first box will then be dispatched and arrive by the end of that month. For example, if you sign up in October, your first payment is taken on 1st November and your first box arrives by 30th November.

Question 6

Can I cancel my subscription?

Accepted Answer

Yes, you can cancel at any time. To avoid being charged for the following month, please cancel before the 1st. Simply log into your account or get in touch with us and we'll cancel your subscription. Cancellations take effect at the end of the current billing period.

Question 7

Can I pause my subscription?

Accepted Answer

We don't currently offer a pause option, but if you need to skip a month please contact us as soon as possible before the 1st of that month and we'll do our best to help.

Question 8

How long does dispatch take?

Accepted Answer

One-off boxes are aimed to be dispatched within 5 working days of your order being placed. Subscription boxes are dispatched during the month of payment and arrive by the end of that month.

Question 9

Can I send a box as a gift?

Accepted Answer

Absolutely. At checkout you can mark your order as a gift and include a personalised message. We'll make sure it's packed beautifully.

Question 10

Will I get tracking information?

Accepted Answer

Yes — you'll receive a confirmation email when your box is dispatched. Tracking details are included where available.

Question 11

What if something arrives damaged?

Accepted Answer

We're sorry to hear that. Please get in touch within 14 days of receiving your box and we'll make it right — whether that's a replacement item or a refund.

Question 12

Can I get a refund on a subscription?

Accepted Answer

We don't offer partial-month refunds on subscriptions. If you cancel before the 1st of the month, you won't be charged for the following month. If you've already been charged for the current month, that box will still be sent out.

Frequently Asked Questions

General

Subscriptions

Orders & Delivery

Returns & Refunds

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