HiLife Subscribe & Save - How To Guide...

Thank you for being part of the HiLife Subscribe & Save family. Here, we have put together a handy guide for you where we will show you how to manage your subscription(s) - including adding products, skipping orders, editing existing subscriptions and much more!

Whether you're more comfortable using a desktop or laptop, or a mobile phone, we will show you below how to manage your subscription(s) effectively.

Click on the relevant header below to learn more about Subscribe & Save:

Adding an item to an existing subscription
Editing your subscription items
Changing the charge date of your subscription item
Ordering a subscription item for immediate processing & delivery
Skipping an order
Creating an account
Subscribe & Save recurring payments
Cancelling a subscription
Re-activating a cancelled subscription

Desktop PC / Laptop:

When you first sign up for a HiLife Subscription, you will receive an email from us confirming that you have signed up for a subscription with us. Within this email is a 'Manage Subscription' link, so keep this email safe. When you would like to manage your subscription, simply click that link and you will be presented with the following screen:

The page you land on will list all of your 'Active subscriptions' and those which are paused or have been cancelled. Here you will be presented with key information regarding your subscriptions, including products you have on subscription, the quantity, the price and next shipment dates.


Adding an additional product to your HiLife subscription:

When you click the 'Manage Subscription' link within your email, you will be presented with the following screen. To add a product, simply click the 'Add Product' tab, as highlighted below:

Once you have clicked 'Add Product', the following pop-out will occur from the right hand side of the screen:

Here, you will be able to toggle through all of the products within the HiLife range. There is a handy little search box at the top of the pop-out where you can search for the goodies that you are after.

Once you have found the product you would like to add, simply press 'Select' and you will then be presented with the following:

The pop-out will now show you the product you have selected, and you will be presented with options you can toggle, including:

- Adding this as a subscription item
- Simply order this as a 'one off' purchase
- How frequently you would like the subscription item delivered
- Where you would like it shipped to
- The size you would like
- Your first shipment date.

Once you have inputted the criteria you desire, simply click 'Add Product' at the bottom of the pop-out.

You will then be taken back to the main subscription area, and you will see your new product added to your existing subscriptions:

Please note: adding items to your subscription may result in a delivery charge if they are to be delivered on a different date to your other items. In order to avoid additional delivery charges, ensure you select the same date for all of your items.

Editing your subscription items:

If you would like to make any changes to your current subscription items, then from the main Subscription page (the subsequent page displayed after you click 'Subscriptions' within the brown navigational bar), click on the 'Edit' button alongside the product you wish to amend:

You will then be presented with the following screen:

For the item you clicked, you will then be presented with information relating to that specific product within your subscription.

Here you will have the flexibility to:

- Update your next charge date
- Amend the current delivery schedule - would you like your items more/less frequent?
- Update the quantity and size of the product you receive
- 'Order Now' - handy for if you need something sooner than your delivery date
- 'Skip Shipment' - useful for if you already have enough food at home to last until your next shipment date
- Update details including: your name, address, and card details on file

You will also notice that within this area, the HiLife range will be presented once more, so this is another opportunity for you to add additional items to your subscription, or to order a product as a 'one-off purchase'. Simply navigate to the item you would like to purchase, hover over that item and then select either 'Add one-time', or 'Add subscription' (based on your preference): 


Changing the charge date of your subscription item:

You have the ability to change and flex the delivery date for your subscription items. From the subscription page within your account area, click on the product that you would like to change the date for, and then click the '>' next to 'Delivery Schedule' as highlighted below:

You will then be presented with a pop-out from the right hand side of the screen. which looks as follows. Here you will be able to set a new charge date by toggling the months within the calendar, and choosing your new preferred date, as follows. Simply confirm the new date for your product by clicking 'Update Next Shipment Date':

Please note: here you are selecting the charge date for your item and not the delivery date. For more information on when we deliver and the cut off times for delivery, please visit our Delivery Information page by clicking here.

Ordering an item for immediate processing & delivery:

On occasions, you may need your subscription items a lot sooner than you have set as your subscription delivery frequency. That isn't a problem and we can process your order sooner than your anniversary date.

Select the item within your subscription that you need delivered sooner. You will be presented with the following screen. Locate the 'Order Now' button as highlighted below, and click that:

A pop-out will appear on the right hand side of the screen, as seen below:

The pop-out will show that you are about to order the product for processing immediately. Simply click the 'Order Now' button on the pop-out to confirm, and that will send us your order to process for delivery within the normal timeframes.

You will then be presented with a subsequent pop-out which will show your next delivery date for this specific item. The new date will be based on your 'Delivery schedule', calculated from the date you have utilised 'Order Now':

Please note: ordering items for immediate process & delivery could incur a delivery charge. For more information on delivery charges, please visit our Delivery Information page by clicking here.

Skipping an order:

From time to time, you may find that you have enough food at home for your cat or dog, and therefore, you would like to skip an order. This is absolutely fine and is straight forward to do from your account area.

Once you have logged in to your account, you will be presented with all of your current subscription items. For the product that you would like to skip a delivery for, simply click the 'Edit' button next to the item.

On the following page, locate the 'Skip Shipment' button, as highlighted below:

Once you have clicked the 'Skip Shipment' button, a pop-out with emerge from the right hand side of the screen, as below:

You will notice that you are presented with a new date for your next shipment date. This date is calculated based on the delivery schedule that you have set for this specific product, in the above example - 2 weeks.

Please confirm you would like to skip your next shipment and progress to the subsequent shipment date after that, by clicking the 'Skip' button as highlighted below:

Creating an account:

If you are ordering from us for the first time and your first order is your Subscribe & Save order, then you will be sent an invite once you have completed your order. An email will be sent to the corresponding email address used on your order. Simply follow the instructions contained with the email and make a note of your account details. On your next visit to the HiLife website, you can log in and make changes to your subscription, in addition to ordering 'one-off' items.

When will my Subscribe & Save payment be taken?:

Payment for your recurring orders are always taken 3 days prior to despatch date. For example, if your order was to be processed by us on the 24th March, ready for delivery on the 25th March, we would take payment on the 21st March.

Cancelling a subscription:

If you no longer require a certain product and you wish to cancel your subscription, that is also possible via your account area. Navigate to the Subscription area of your account and click 'Edit' on the product you wish to cancel.

You will then be presented with the information regarding that product within your subscription. Navigate to the 'Cancel Subscription' text towards the bottom left hand side of the page, as highlighted here:

Once you have clicked on the 'Cancel Subscription' text, you will notice a pop-out at the right hand side of the screen.

Please note: You will need to have had 3 or more subscriptions delivered in order for you to be able to manually cancel your subscription. If you have only had 2 subscriptions delivered, and you wish to cancel your subscriptions, please email us at info@hilifepet.co.uk with your details and which item you would like to cancel.

Once a subscription item has been cancelled, it will show within your account area under 'Inactive subscriptions', as illustrated below:


Re-activating a cancelled subscription:

If, after you have cancelled a subscription, you would like to re-activate that item, you can do so by simply clicking the 'Re-activate' button with the account area, as highlighted here:

Once you have clicked 'Re-activate', a new pop-out will emerge from the right hand side of the screen, as below. Simply click the 'Reactivate' button and this will make that product active again within your subscription.

Please note: Once a product is re-activated, it will regain the same setting as prior to cancellation, i.e. if Delivery Schedule was set to 8 weeks prior to your cancellation, upon re-activation, it will default to 8 weeks, so please review to ensure the items are delivered when you require them.