Reply from Paw OriginsSep 3, 2025
Hi Twyla,
This is Mike here, CEO of Paw Origins. I’m truly sorry for the frustration you’ve experienced. I can imagine how upsetting it must have been to receive orders you didn’t expect, especially while dealing with email access issues.
After reviewing your case with my team, I can confirm your subscription was set up as a monthly plan at checkout in May. The challenge came when your cancellation request was sent from a different email address than the one tied to your order, which made it hard for our team to locate the subscription.
I believe you had issues logging in also because your older email is no longer working, which might be the reason why you couldn't login. We make the subscription easy, customers receive a login code to enter their portal. However, if your email is not working, that could explain why - and if you're using a different email not tied to your order, you won't see your subscription too. We try our best to remind customers of this in all our communications/emails.
However, this series of events created this unfortunate gap which caused the delay, we sincerely wish we could do better!
Once we understood the situation and got more info from you, we were able to locate your account - we canceled your subscription immediately and reassured you directly that no further orders would be sent.
That’s why I was surprised to see this review after we had already resolved things with you. We’re a small company that cares deeply about every customer and their pets, and while we’re not perfect, we always strive to make things right quickly when an issue arises.
I want to personally reassure you again that your subscription is fully canceled, and no future charges will occur. More importantly, we’ve already strengthened our process for handling cancellation requests to prevent this from happening to anyone else.
If you’re open to it, our team will reach out to discuss how we can make this right for you. Your trust means a lot to us, and I’d like the chance to restore it.
From All Of Us at PawOrigins®
