Can't see the pause button in your account settings?
This may mean your next box has already passed our cut-off and is on its way. If a payment fails, your account will be temporarily suspended while we retry the charge. During this period, the pause option won’t be available.
Here’s how it works.
The cut-off moment to note
You can easily pause, skip, or make changes to your subscription up until 11pm, two days before your delivery date. We’ll always send an email reminder so nothing catches you off guard and you have plenty of time to make changes before your box is dispatched.
Once that cut-off has passed:
Your Fresh meals are being lovingly prepared by our kitchen staff
Your box is packed and handed to the depot for delivery
Changes to this box are no longer possible
If your payment didn’t go through
If you follow the pause instructions and can't find the pause button, it's most likely due to a failed payment for an outstanding box, which affects the options available in your account.
If a payment doesn’t go through:
Your account may be temporarily suspended
Pause options won’t appear while payment is outstanding for a box that’s on the way or has already been delivered
We’ll always email you to let you know the payment failed and that we’ll continue retrying it, so you're in the loop
If your most recent payment didn’t go through, you may see the following status in your account:
The “box of grace” (because cats come first)
Even if a payment doesn’t go through, you’ll still receive your delivery as a grace box. We send this box in goodwill, even though it hasn’t been paid for yet, because we never want your cat to miss a meal. The payment for that box will remain outstanding. Whether it’s a tight month, a banking issue, or a delayed payday, whatever life throws your way, we want Marro deliveries to stay consistent for your feline diner.
Important things to note if your account becomes suspended:
No future deliveries can be scheduled until the balance is cleared
You won’t be able to make further account changes (like pausing or skipping) until the payment is successfully processed
How to get things moving again
Once the outstanding payment is successfully taken:
Your account will automatically resume
Full subscription controls (pause, skip, cancel) will reappear
Future Fresh deliveries will continue as normal
Need a hand?
If you’re unsure where things stand or want help sorting it out, we’re always happy to help.
You can get in touch with us here.
📞 020 7123 5808: Monday–Friday, 10am–5pm (excluding bank holidays)
📧 [email protected]: 7 days a week