📦 Subscription Box Policy & Management FAQs

This FAQ template is essential for any recurring delivery service. Customers for subscription boxes need absolute clarity regarding deadlines and billing cycles, as missing a cutoff date results in an unwanted charge or shipment. This template provides detailed, specific answers to manage those expectations effectively.

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📅 Billing & Cycle Management

When will I be charged for my next box?

Your billing date is determined by your initial sign-up.

• Monthly Cycle: You are charged on the 1st of the month. Your box is then typically processed and shipped between the 5th and 10th of the month.
• Anniversary Cycle: If you signed up on a specific day (e.g., the 15th), you will be charged on the 15th of every subsequent month.

What is the deadline to skip or pause a month?

We require a few days to prepare and allocate inventory before charging you. The deadline to make changes (skip, pause, or cancel) is midnight on the 28th of the month.

• Why the deadline? After this cutoff, the box is already being prepared, inventory is assigned, and your payment is processed. Changes made after this time will apply to the following month's shipment.
• You can manage these settings easily from the "Manage Subscription" section in your account dashboard.

Can I customize what items are in my box?

Yes! Customization options depend on your chosen tier:

• Standard Tier: Contents are curated by our experts, but you can select up to 2 categories (e.g., Sweet or Savory) to exclude.
• Premium/Custom Tier: You have full control! You can swap out up to 3 items each month from a selection of 20 available items. Customization is open between the 20th and the 27th of the month.

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🚫 Cancellation & Account Management

How do I cancel my subscription?

Cancelling is hassle-free. You can cancel easily anytime from the "Manage Subscription" section of your account.

• Future Charges: Cancelling stops all future charges immediately after the current billing cycle.
• Received Boxes: You will still receive any boxes you have already paid for. For example, if you cancel on June 15th but were billed on June 1st, your July payment will be stopped, but you will still receive the June box.

What if an item arrives damaged or broken?

We apologize for any damage incurred during shipping!

• If any item in your box is damaged, broken, or unusable, please send a photo of the item and the box to [email protected] within 7 days of delivery.
• We will gladly send a replacement item in your next scheduled box, or we can immediately issue a credit to your account for the value of the damaged item.

Do you offer refunds if I don't like the contents?

We do not offer refunds on boxes already shipped due to the curated and personalized nature of the contents. However, we stand by our quality:

• If you encounter any quality issue, please see the process above for damaged items.
• If you simply didn't like the items, please update your "Taste Profile" in your account to ensure better curation for your next box!

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