Subscribe

Saving $$$ on your small pet's favorites just got easier! 

When you create your subscription order, you'll be at Tier 1. 

Tier 1 allows your subscription to receive 10% off retail price for the first 4 recurring orders (Initial Order + 3 Recurring Orders).

Once your subscription hits its 5th order, your subscription will be automatically moved to Tier 2.

Tier 2 allows your subscription to receive 15% off retail price on all future recurring orders on that same subscription. 

To move from Tier 1 to Tier 2, the recurring orders must be made on the same subscription.

Follow these simple steps to create your small pet's subscription order! 

Step 1: Find the product(s) your small pet loves and you want shipped to your door on a regular basis. 

Step 2: On the product page, before adding a product to your cart, make sure the Purchase Option of “Subscribe & Save 10%” is selected.

Step 3: Once you've selected "Subscribe & Save 10%" you'll be able to select the Delivery Frequency (i.e. how often you want that specific product to be delivered to your doorstep).

Step 4: Add product to cart, and repeat on as many products as you want! 

Note: If your products have different delivery frequencies, it’ll create a separate subscription for each. But all will be easily accessible under the “Manage Subscriptions” portion of your account!

On the product page, once you select the Purchase Option of "Subscribe & Save 10%" the drop down of Delivery every _____ will appear. 

You can choose to have your product delivered every:

• week
• 2 weeks 
• 3 weeks
• month 
• 5 weeks
• 6 weeks
• 7 weeks
• 2 months
• 9 weeks
• 10 weeks
• 11 weeks
• 3 months
• 4 months
• 5 months 
• 6 months

Once delivery frequency is selected, click "Add to Cart." Repeat with as many products as you want or proceed to checkout!

An Active Subscription just means that your Subscription hasn’t been paused or canceled. 

Paused = temporarily stop your subscription with the ability to resume your subscription in the Tier you left off on.

Canceled = you've canceled your subscription completely. 

Don’t worry, your subscription can still be Active even if you skip your next recurring order. 

However, if you cancel your subscription and decide to join again at a later date, you’ll start back at Tier 1.

You can have multiple products under one subscription, but you can’t have products with different delivery frequencies under one subscription. 

If you have multiple products with different delivery frequencies it’ll create separate subscriptions around each delivery frequency. All of which show up and are easily accessible under the “Manage Subscriptions” portion of your account.

Follow the steps below as many times as needed until you've added all your products at the desired delivery frequency, then proceed to checkout!

Step 1: Find the product(s) your small pet loves and you want shipped to your door on a regular basis. 

Step 2: On the product page, before adding a product to your cart, make sure the Purchase Option of “Subscribe & Save 10%” is selected.

Step 3: Once you've selected "Subscribe & Save 10%" you'll be able to select the Delivery Frequency (i.e. how often you want that specific product to be delivered to your doorstep).

 Step 4: Add product to cart.
 

Note: Each Delivery Frequency will create a separate subscription, but all subscriptions are easily accessible under the “Manage Subscriptions” portion of your account. 

Have more questions? Call us at (530)-763-6900 or email us at support@rabbitholehay.com and we’d be glad to help you out!

Absolutely! You can change the frequency along with skipping or rescheduling your next subscription order anytime in your Customer Portal under Manage Subscription.

[Watch video tutorial]

Note: When you change the delivery frequency, your new delivery date will be based off the date you changed it not off your last delivery date. 

Example: If you change your delivery frequency to be every 3 months today, your next order will be delivered 3 months from today NOT 3 months from your last delivery date.

Absolutely! Your subscription products can adjust as often as your small pet needs. 

You can add additional products to your subscription anytime in your Customer Portal under Manage Subscriptions.

Absolutely! Your subscription products can adjust as often as your small pet needs. 

You can remove any of your current products to your subscription anytime in your Customer Portal under Manage Subscriptions.

Note: To make sure you stay at your Subscription Tier, we've found it best if you email us at support@rabbitholehay.com or give us a call at (530) 763-6900 and we'll help remove any products you no longer wish to receive while still staying at your Subscription Tier.

Absolutely! It’s one of the perks of our subscription program, you can skip a shipment (or multiple shipments) without any penalties to your subscription tier.

Underneath the Billing Schedule section, you should see the words ‘Skip payment’ inside your Manage Subscriptions once logged in. Once clicked, it’ll skip that scheduled shipment.

Skip payment is the same thing as skipping a shipment. 

If you don't, please email support@rabbitholehay.com for quick and easy help in skipping a shipment!

Absolutely! It’s one of the perks of our subscription program, you can pause your subscription without any penalties to your subscription tier. 

Once inside your Manage Subscription, you’ll see a button that says ‘Pause my subscription.’ This will pause ALL your upcoming subscriptions associated with the subscription number. 

If you don't, please email support@rabbitholehay.com for quick and easy help in pausing your subscription!

Note: Once you’re ready to start again you’ll just go through the same process but hit the ‘Resume my subscription.’

Time for something different? No worries! It’s actually quite simple to do. 

You can either: 

1. Give us a call or send us an email letting us know which product you’d like to switch out and what new product you want. 

2. Make the changes yourself*. [Here’s how you can do it.]

*Please note: if you make the changes yourself, you will go back to Tier 1. If you give us a call or email us your switch then you will stay at your current Subscription Tier.

Isn't it awesome that you can easily add a one off product to your subscription order?

Here’s how you can make that happen for your next order!

[Watch video]

We are so sorry for the inconvenience! Unfortunately when you change your address in your account it doesn’t change your address for your subscription orders.

To make sure you have the correct address for your subscription orders, please log into the Manage Subscription portion of your account to change it. 

Click here to see where you to change it.

Please note, we are working with the software developer to have it updated everywhere, but for now it needs to be updated in both locations. Again, we are sorry for the inconvenience!

You should be able to see a 'Cancel' button within your Customer Portal once logged in. If you don't, please email support@rabbitholehay.com for quick and easy help in canceling!

As long as you cancel before the recurring order is shipped out, you won't be charged for a recurring order!

No, you'll start back at Tier 1 and have to work your way back to Tier 2.