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Woman canceled her Chewy subscription after her dog passed away — then an unexpected delivery left her sobbing

Despite having already canceled the subscription, the kind of treatment and service she received from the company definitely surprised her.

BY OJAS JAISWAL

PUBLISHED 2 HOURS AGO

(L) A dog lying on the floor (R) A woman wiping tears from a tissue (Representative Cover Source: Pexels | (L) Peter Platou; (R) www.kaboompics.com)

Grief that comes with losing a loved one, whether a person or a pet, is always difficult to carry and often resurfaces through memories. A woman named Julie, who had a similar experience, recently shared a video on Saturday, April 11, 2026, under the TikTok handle @julieunlimited. After her dog had passed away, she had canceled her subscription to Chewy, an online store that sells pet food, treats, toys, and other supplies. But a few days later, when she received an unexpected delivery from the company, she was so emotional upon opening it that she burst into tears.

@julieunlimited When I canceled my @Chewy subscriptions after my dog died, they sent this to me out of the blue. #chewy ♬ original sound - Julie ✨Unlimited✨

Julie explained that Chewy had sent her a blue box with a heart sticker under a rainbow and two simple yet powerful words printed: "Sending love." Inside, she found a letter with her name on it and read it aloud. It carried a message of support and condolences for the dog parent who had lost her pet. “Saying goodbye to such an amazing companion is never easy,” the letter read. Despite being automatically generated by a machine, it looked handwritten. Then came another box, holding a blue-wrapped keepsake, a stone painted with flowers and the dog’s name, “Millie,” which instantly brought Julie to tears.

Woman kissing her dog on the forehead - Representative Cover Image Source: Getty Images | Photo by Manuel Tauber-Romieri — Woman kissing her dog on the forehead (Representative Image Source: Getty Images | Photo by Manuel Tauber-Romieri)

She was overwhelmed with emotions and cried with the keepsake in her hands. But, as she tried to control her tears, she said, “Somebody actually hand-painted this.” She gently held the painting with both hands, now wearing a soft smile on her face. Despite having already canceled the subscription, the kind of treatment and service she received from the company definitely surprised her. “Oh my god! I was not expecting that,” she said.

Girl Placing a Flower on Her Pet's Grave (Representative Image Source: Getty Images | Phillippe Lissac)

She also explained that her post was not sponsored, but rather her own candid experience that she filmed. Chewy is a store where pet owners can find everything they need to live life with their pets. A personalized souvenir was something Julie had not thought of. The video has been viewed over 5.5 million times and received over 920,000 likes. The viewers also shared their reactions in the comments.

A young woman is crying while reading a letter. (Representative Image Source: Getty Images | Photo by Mixmike)

@tabbycat1019 wrote, “Their customer service goes above and beyond…” @pendejaconeja mentioned, “I’m sorry for your loss. Chewy’s team is amazing.” “Chewy’s has the best customer service. They should teach a class,” noted @ktfreund28. In the end, Julie shared that this was also the very reason she used to buy food for her pet from the online store.

Sad woman sitting on a kitchen floor and looking at her dog. (Representative Image Source: Getty Images| Photo by Sjale)

According to AVMA, grief doesn't follow a fixed path, and it takes time to fully accept the loss while learning to live without your pet. Allow yourself to feel the pain, hold onto memories, and slowly adjust to the change in your identity and daily life. Through it all, finding meaning in the experience and leaning on others for support can help you move forward, even though the loss never fully disappears.