Auto-Ship & Save FAQsUpdated 4 days ago
Can I combine items into one Auto-Ship?
Yes. You can group products into one Auto-Ship subscription or keep them on separate schedules.
How do I add products to my current Auto-Ship subscription?
Use your Small Pet Select account to manage available Auto-Ship options. Depending on the subscription and the timing of the request, you may be able to add products, adjust quantities, or change delivery settings.
An order that has already been created or entered processing may not be changeable.
How do I update the delivery address for my Auto-Ship?
Update your shipping address through your Small Pet Select account.
The updated account shipping address syncs to your Auto-Ship subscription for future Auto-Ship shipments. You do not need to maintain or update a separate Auto-Ship shipping address.
Changing your account address does not change an order that has already been created or entered processing or fulfillment.
Are there limits to how many Auto-Ship subscriptions I can have?
You may create multiple Auto-Ship subscriptions within one account, subject to the products and options available in your account.
Will I receive text messages about my Auto-Ship?
No. Auto-Ship notifications are no longer sent by SMS/text message.
When we moved to our new Auto-Ship platform, email became the notification method for upcoming Auto-Ship orders. You'll receive an email approximately two days before your Auto-Ship order is scheduled to process. This gives you time to review your upcoming shipment and make any needed changes before the order is created.
If you previously managed your Auto-Ship by replying to text messages, that option is no longer available. Replies to previous Auto-Ship text conversations will not manage, skip, cancel, or change orders in our current Auto-Ship system.
To review or make changes to your Auto-Ship, please use your Auto-Ship portal.
Please make sure the email address associated with your Small Pet Select account is current and check your email for upcoming shipment reminders.
Recharge Concierge belongs to our previous subscription platform and is not connected to the current Auto-Ship system. Messages or requests sent through Recharge Concierge do not confirm a change to your current subscription. Please check your Auto-Ship portal or contact our Customer Success team.
What about the cancellation texts sent during our September 2026 migration?
During our September 9 to 10 Auto-Ship migration, our previous subscription provider sent some customers an incorrect text and email stating that their subscriptions had been canceled. We sent a correction email the same day confirming that those subscriptions remained active.
Those migration messages were a one-time issue with our previous subscription platform and do not reflect how Auto-Ship notifications work today.
What is the deadline to skip, delay, change, or cancel?
Changes to an upcoming Auto-Ship order must be made by 11:59 PM ET the day before the order is scheduled to process. Once an order has processed, we may not be able to cancel or modify it.
Can I cancel an Auto-Ship order after it has been processed?
An order that has already entered processing or fulfillment may no longer be cancelable or editable. Contact our Customer Success team if you need help with an order already in progress.
Can I use Rewards with Auto-Ship?
Rewards may be used at checkout when an order includes an Auto-Ship or subscription product.
Other discount-code, product-eligibility, minimum-purchase, and stacking rules may still apply. An Auto-Ship product is not, by itself, a reason to reject a Rewards code.
How much do I save with Auto-Ship?
Eligible products may receive Auto-Ship savings. Savings and product eligibility may vary.
Will I receive free gifts with my Auto-Ship orders?
We occasionally include special promotional gifts with qualifying Auto-Ship orders. These offers are available at select points during your subscription and may vary. Promotional gifts are limited and are not included with every Auto-Ship order. Your 5% Auto-Ship discount on eligible products continues with your recurring orders.
What should I know about returns?
Auto-Ship orders follow the standard Return Policy and any listed product-specific exceptions. Some products, including certain subscription boxes and specially priced products, may have additional restrictions.
How do I cancel my Auto-Ship subscription?
Manage or cancel your subscription through your Auto-Ship portal. Changes to an upcoming Auto-Ship order must be made by 11:59 PM ET the day before it is scheduled to process. Canceling a subscription does not automatically cancel an order that has already been created, and an order that has entered processing may no longer be changeable.
How do I remove a saved payment method?
Loop does not store your full card details. Your payment provider, such as Shopify, securely stores your payment information, while Loop stores a payment token.
If your saved payment method is managed by Shopify, you can remove it from the payment methods in your Shopify Customer Account. Removing a saved payment method is separate from canceling an Auto-Ship subscription. If you cannot remove the card there, contact our Customer Success team for help.
How can I get help with my Auto-Ship account?
Contact our Customer Success team if you need help with your Auto-Ship account, an upcoming Auto-Ship order, or a subscription change.