To cancel your Ollie subscription, log into your account at myollie.com and cancel from your subscription settings, or email caninecare@ollie.com with the name and email on your account. The timing matters more than the method. Ollie bills your card about three days before your next box ships, and once that charge goes through, the order is locked in and can’t be stopped.
Check Your “Make Changes By” Date First
Every Ollie account shows a “Make Changes By” date in your settings. That is your real deadline. Cancel, skip, or reschedule before it and you won’t be billed for the next box. Miss it by a day and you’ve paid for another shipment, cancellation or not.
This is where most customers get stuck. BBB complaints against Ollie Pets Inc. follow the same pattern: people who thought they canceled in time but landed on the wrong side of the billing window. Ollie’s own support team has acknowledged that queue backlogs have sometimes kept them from responding before the next shipment processes. So don’t wait until the day of. If you’ve decided to cancel, do it with a few days of cushion.
How to Cancel
Through Your Account
Sign in at myollie.com and open your subscription or account settings. The cancel option should be there on the dashboard. Ollie’s complaint responses confirm that customers can cancel “directly in your account” before the billing date. If you signed up online, federal rules now require that canceling be at least as easy as subscribing, so you shouldn’t need to call anyone to get it done.
By Email or Phone
If you’d rather have a paper trail, email caninecare@ollie.com with your full name and the email tied to your account. You can also call customer support at 844-886-5543. Email isn’t instant, so if your billing date is close, the website or a phone call is safer.
One trap to check for: some customers end up with more than one Ollie account under different email addresses without realizing it. If you cancel one and a second subscription is still active under another email, the charges keep coming. Confirm there’s no duplicate before you call it done.
Pause or Skip Instead
If you’re traveling or just overstocked, you don’t have to cancel. From your dashboard you can push the next delivery forward or skip it, which keeps your dog’s meal plan and preferences in place. If you expect to come back within a few weeks, pausing is easier than rebuilding a plan later.
Refunds After You Cancel
Ollie’s refund policy is strict. Subscription fees charged before your cancellation takes effect are not refunded, and there are no pro-rated refunds for an unused portion of the current billing period. Ollie also does not accept returns on shipped food.
The one exception is your first order. Ollie offers a money-back guarantee on the starter box, so if your dog won’t eat it you can request a refund on that initial shipment. After that, no refunds on unwanted boxes unless Ollie shipped something in error.
Save Your Confirmation
Once the cancellation goes through, you should get a confirmation email. Keep it. If a charge shows up later and you need to dispute it, that email is your proof of when you canceled.
If You Get Charged After Canceling
Post-cancellation charges are the most common complaint in Ollie’s BBB profile. If it happens to you:
- Screenshot your cancellation confirmation, the charge on your bank statement, and the relevant dates in your Ollie account.
- Email caninecare@ollie.com with the charge date, the amount, and a one-line explanation: “I was charged on [date] after canceling on [date].” Ask for written confirmation the subscription is stopped and whether the charge will be refunded.
- If Ollie doesn’t resolve it, file a billing dispute with your card issuer. With your documentation, a post-cancellation charge is a straightforward dispute. Card issuers set time limits, so don’t sit on it.
Don’t try to stop the charges by canceling your credit card. Replacing a card doesn’t reliably end recurring billing and it creates its own mess. Cancel the subscription properly and dispute specific charges if you have to.
Your Rights Under the FTC Click-to-Cancel Rule
The FTC’s Click-to-Cancel rule, in effect in 2025, requires companies selling subscriptions to make canceling at least as easy as signing up. If you subscribed to Ollie online, the company has to let you cancel online through a simple mechanism, without forcing you onto a phone call or a chat with a representative you didn’t need to sign up. The rule also requires that recurring charges stop immediately once you cancel.
If Ollie’s cancellation process is noticeably harder than its signup was, that may violate the rule. You can report it to the FTC at ReportFraud.ftc.gov.