To cancel your Butternut Box subscription, log into your account, open Account details, and click “pause subscription” before 11 PM GMT two days before your next scheduled delivery. Miss that cut-off and you’ll be charged for the next box, with no way to pull it back.
The Deadline That Decides Whether You’re Charged
Butternut Box locks each order at 11 PM GMT, two days before the delivery date. A Friday delivery means an 11 PM Wednesday deadline. Payment is taken shortly after that, and the warehouse starts packing immediately.1Butternut Box. Paying For Your Boxes Once the box is on a sealed pallet, it can’t be removed, so the charge stands.2Butternut Box Help Centre. 3Butternut Box Help Centre. The Cut-off for Changing or Cancelling Deliveries
The Steps
One thing throws people off: the button is labelled “pause subscription,” not “cancel.” They do the same thing. Butternut Box’s own help page says it directly: “Although we often refer to this as a pause, this action will stop all future orders, the same as cancelling.”4Butternut Box Help Centre. Stopping Your Subscription Click it without second-guessing.
On the website:
- Log in with the email and password you signed up with.
- Click the profile icon in the top right, then select Account details.
- Click “pause subscription.”
- Complete the short exit survey. The final button stays disabled until you do.
- Click “Stop my subscription” to confirm. Wait for the confirmation screen before you close the tab.4Butternut Box Help Centre. Stopping Your Subscription
The app follows the same path from the profile icon through to the same prompts. If you’re cutting it close to the 11 PM deadline, finish the whole flow in one sitting. A half-completed cancellation is not a cancellation.
If You’re Still in Your Trial
The trial box cannot be cancelled or edited once payment has been processed. It’s a fixed part of every new subscription. You can still stop the subscription before the cut-off for the second box, which prevents any further charge.5Butternut Box Help Centre. Your Trial Box
What Happens to Your Account After You Cancel
Cancelling doesn’t close your account. Your login, dog profiles, and order history stay in place, and no recurring charges will be taken while the subscription is stopped. The design assumes some people will come back for one-off boxes of meals or treats.4Butternut Box Help Centre. Stopping Your Subscription If you do decide to come back, a “Restart now” option appears on your dashboard and lets you review the delivery date, recipes, and plan size before anything ships.6Butternut Box Help Centre. Resuming Your Subscription
Removing Your Card
If you don’t want a card left on file, open the profile menu, select Payment methods, and click Remove next to the card. The account must have at least one valid payment method at all times, so you’ll need to add a different card first before deleting the old one.7Butternut Box Help Centre. Making a Payment or Changing Your Payment Details If keeping any card on file bothers you, ask for full data deletion instead.
Deleting Your Data
To erase your personal information, pet profiles, order history, and payment details, contact the Customer Love team through the company’s contact page. A deletion request also stops all deliveries and switches off marketing notifications. Butternut Box keeps invoices for completed orders for at least five years to meet legal and tax requirements; everything else is wiped from their systems and their payment processor.8Butternut Box Help Center. Removal of Your Details
If the Cancellation Flow Won’t Work
If something breaks in the self-service process, the Customer Love team is reachable through the AI assistant at butternutbox.com/contact. You can ask to be passed to a human through the same messenger window. Phone support runs Monday to Friday, 8 AM to 5:30 PM GMT. Messenger support also covers weekends, 9 AM to 6 PM GMT on Saturday and Sunday. The team is closed on Christmas Day, Boxing Day, New Year’s Day, and Easter Sunday.9Butternut Box Help Centre. Contacting Customer Love If the deadline is close and the site isn’t cooperating, reach out before the 11 PM cut-off so there’s a timestamped record of your attempt.