Delivery Information
Process, Time Estimates,
and Your Account Notifications Explained
When Will I Receive My Order?
If you placed your order on Monday or Tuesday, your order will be dispatched on the following Wednesday for delivery on Thursday.
If you placed your order on Wednesday through to Sunday, your order will be dispatched on following Monday for delivery on Tuesday.
Managing Your Account Online
When you place a subscription order, you will receive an separate email from CityDoggo that says ‘Activate Your Account’. From this email you will be able to access your City Doggo Account. Please remember to check your spam folder. If you can’t find this email, please let us know by emailing help@citydoggo.com and we can resend this email to you.
To skip a subscription order, click on 'Delivery Schedule' here and then choose SKIP next to the charge date for the week you would like to skip.
Please note:
The dates shown in this section are the dates you will be charged for your next subscription order. Your first subscription order was placed when you ordered.
To make further changes, please email us at help@citydoggo.com or click 'manage subscription'.
Once Your Order Is Placed
Once your order is placed, it will be made fresh and shipped on our next dispatch day (either Monday or Wednesday, whichever is sooner) and delivered on our next delivery day (either Tuesday or Thursday).
We deliver twice per week (Tuesday & Thursday), so you never have to wait long for a fresh Oui Oui Patch.
Orders placed from Wednesday to Sunday are usually delivered on Tuesday and orders placed on Monday and Tuesday are usually delivered on Thursday.
Between the time of placing your order and it being dispatched, you can amend your order by emailing help@citydoggo.com as soon as possible.
Due to the perishable nature of Oui Oui Patch, once your order has been dispatched from our warehouse and is en route to you, it cannot be cancelled or changed.
In emergency situations, you may update your delivery address or reschedule your delivery to the following day via the DPD app. However, we advise against delaying deliveries of Oui Oui Patch unless except in emergency situations as delays severely affect product quality.
Once your order is delivered, please direct support requests to help@citydoggo.com. Vertical deliveries can be easily addressed (see below).
Deliveries
On your delivery day, you will receive a 1-hour delivery time-slot in an email from DPD. Add your mobile number during checkout to receive delivery notifications. Please keep a close eye on your inbox including junk and spam folders for DPD email.
If you are expecting a delivery, but have not received a delivery notification, please contact us as soon as possible at help@citydoggo.com.
We strongly recommend using the DPD app to track and manage your delivery. From within the DPD app, add a Safe Place and add the text “Hold & Deliver Flat Like a Pizza” to the Delivery instructions. This helps reduces delivery failures by up to 95% and only needs to be added in the app one time.
When your order has been dispatched from our warehouse and is held by DPD, you can request the following changes to your delivery by using the DPD app:
- Reschedule delivery to the next day (if you will be out and do not have a Safe Place for the patch to be left. Please note delays affect grass quality and City Doggo will not be held responsible for reductions in product quality due to customer-initiated delays)
- Rearrange delivery to a local drop off point or a different address.
Multiple Item Orders
If you are due to receive more than one parcel in your delivery (e.g. Oui Oui Patch Plus a Wooden Tray or two Oui Oui Patches), please note that due to the large size of these parcels, they are packaged and shipped separately and may arrive at slightly different times.
Oui Oui Patch Delivered Vertically?
Watch this short video which helps explain how to get the grass settled again after a vertical delivery. While holding the unopened box flat, shake the box from left to right to flatten the grass patch, place the lid underneath the base to give the box structure and spritz the patch with water to hydrate.