BOX FAQS

An account is required to make or complete your purchase (online shop or box) and you will also need to activate your account. After creating your account, you will receive your account activation email (please also check your spam/junk folder).

If you don't activate your account, you won't be able to log in to your account until you do so. If you didn't receive the account activation email or need for us to re-send it, contact us at info@lovegoodly.com

PLEASE NOTE THE FOLLOWING:

• If you initially subscribed before Sept 4, 2018 and you use Paypal as your primary payment method, you will need to login to Paypal to view/manage your subscription. Click here for more information.
• If you initially subscribed before Sept 4, 2018 via the Cratejoy Marketplace, you will need to login to cratejoy.com or lovegoodly.cratejoy.com to manage your subscription. Click on the Cratejoy section on the lefthand side for information on how to manage your subscription.
• If you initially subscribed before Sept 4, 2018 via the Cratejoy platform and use Paypal as your primary payment method, you will need to login to cratejoy.com or lovegoodly.cratejoy.com to manage your subscription. Click on "Cratejoy" on the lefthand side for information on how to manage your subscription.

If you need further assistance or have any questions, do not hesitate to email info@lovegoodly.com

To view your subscription, log in to your account HERE and click on the Manage Subscriptions button on the lefthand side. From there, you can view your active/cancelled subscriptions. If you come across any errors or need more information, contact info@lovegoodly.com (and provide screenshots if applicable!).

UPDATE PAYMENT INFORMATION

Go to Manage Subscriptions, find your active subscription, and click on Edit. Scroll down to find the Payment Method block and click on it. Next, click on Add Payment Method to update or enter your new information. After entering your new payment method, a window will pop up on the right-hand side. There you will select the subscription/s to move to that new payment method; since you have only one subscription under your account, only your VIP subscription should appear.

Next, click on Move Subscriptions and from there all of your renewals will be charged to that card.

PLEASE NOTE

If you use Paypal as your primary payment method, you must update your billing information by logging in to your Paypal account. We cannot make those changes for you on our end. You can change your payment method from Paypal to a debit/credit card by following the steps above, but you cannot change from debit/credit card to Paypal; you will have to cancel your current subscription and re-subscribe to use Paypal.

UPDATE SHIPPING

Go to Manage Subscriptions, find your active subscription, and click on Edit. Scroll down to the Shipping Address block and click on it. Next, click on Add Shipping Address to enter your new address.

THE DEADLINE TO UPDATE YOUR ADDRESS IS ON THE 25TH OF THE MONTH PRIOR TO SHIPPING. (i.e. to update your address for the October/November box, you must do so by or before September 25). We do not send a reminder email prior to the 25th, but we will add a courtesy reminder to your order confirmation email when you are renewed on the 28th in case you missed the deadline.

If you updated your shipping address before the deadline but still see the old address in your order confirmation, do not panic! Send an email info@lovegoodly.com with your new address as soon as possible so we can get that updated for you prior to shipping.

We cannot retroactively change your address after your order has shipped. Customers are responsible for forwarding the package to their new address. Please visit the shipping carrier's official website (we ship through USPS, UPS, or FedEx) for information on how to reroute their package. Any replacement box shipped to your new address is subject to an additional shipping fee.

Try this quick and easy solution: go to the State dropdown menu, select another state (doesn't matter which one), and then re-select your correct state. Save the new information and it should be all set to go.

If you are still having trouble updating, email info@lovegoodly.com with your address and we'll get that fixed for you on our end.

Since we migrated to a new platform on September 4, 2018, the site will not show any past orders prior to September 4, 2018.

To view your past online shop orders, it will be displayed when you first log in to your account.

To view your past subscription box renewals/orders, click on Manage Subscriptions on the lefthand side and click on Purchase History.

You can also email info@lovegoodly.com if you have any questions about a past order prior to September 2018.

We switched to our current platform on September 4, 2018, however some subscribers are still on our Cratejoy platform. If you are unsure where to login, email info@lovegoodly.com and we are happy to double-check for you.

The same skip/cancel deadlines, billing schedule, and shipping schedule apply to Cratejoy subscriptions.

• If you are logging in directly through our Love Goodly Cratejoy platform (lovegoodly.cratejoy.com), click on Edit underneath your active subscription. Then click on Cancel Subscription on the bottom right corner. Once canceled, you will receive an email confirmation. To skip the next renewal, click on Skip Next Renewal on the top right corner.
• If you are logging in through the Cratejoy Marketplace (cratejoy.com), click on the person icon with your name (top right corner) and click on Subscriptions. Find your Love Goodly subscription, click on Manage Subscriptions, and then click on Cancel Subscription. Once canceled, you will receive an email confirmation. To skip the next renewal, email info@lovegoodly.com

The same new address change deadlines apply to Cratejoy subscriptions.

UPDATE ADDRESS

• If you are logging in directly through our Love Goodly Cratejoy Platform (lovegoodly.cratejoy.com), click on Edit in the Shipping Address section and update the applicable fields. Then, click on Edit underneath your active subscription -> select your new address underneath Choose a New Shipping Address -> click on Save to update the changes.
• If you are logging in through the Cratejoy Marketplace (cratejoy.com), click on the person icon (top right corner) and click on Account -> go to My Addresses -> click on Add a New Address. Please note that you might see "No subscriptions currently ship to this address" - that's okay! Continue to add your new address and click on Create Address. Once added, your subscription should reflect the new shipping address. To double-check, click on Subscriptions to view your information.

UPDATE PAYMENT METHOD

• If you are logging in directly through our Love Goodly Cratejoy Platform (lovegoodly.cratejoy.com), click on Add in the Credit Cards section and edit the applicable fields. Do not forget to select the checkbox where it says Update Subscriptions to ensure that your subscription will update to the new payment method.
• If you are logging in through the Cratejoy Marketplace (cratejoy.com), follow the same steps above as the Address Change but this time click on Payment Information. Click Add Payment Method -> update the applicable fields -> click on Save Payment Method. Please note that you might see "No subscriptions currently ship to this address" - that's okay!

If you need assistance, do not hesitate to email info@lovegoodly.com
and we are happy to help update your address and/or payment method for you.

ESSENTIAL OR VIP BI-MONTHLY SUBSCRIPTION

After your initial purchase (in which you are billed right away for your first Love Goodly box), your bi-monthly susbcription will always renew on the 28th of the month prior to shipping - regardless of when you first signed up.

We do not send renewal reminder emails, so we recommend marking it on a calendar or setting up an alert on your phone:

If you are on our Cratejoy platform, your renewal may occur on the 27th (depending on your time zone) as that is how the Cratejoy system is set up. Unfortunately, we cannot change that; that said, Cratejoy renewals may start late night on the 27th through the 28th.

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PREPAID BOX PLANS (NON-SUBSCRIPTION)

If you purchased the Prepaid 4-Month, 6-Month or 1-Year Box Plans, you will not be renewed at the end of your box cycle. To receive or send another box cycle, email info@lovegoodly.com and we are happy to extend your prepaid box cycle plan for you.

PREPAID BOX PLANS (SUBSCRIPTION)

Though we have paused on offering the Prepaid Box Subscriptions, there are some customers who are grandfathered in. Please email info@lovegoodly.com to confirm your next renewal date.

As mentioned above, your bi-monthly subscription will always auto-renew on the 28th of the month prior to shipping - regardless of when you first signed up. So there is a chance you may be auto-renewed for the next box on the same month you initially signed up.*

Please check product description for the Essential or VIP Bi-Monthly Subscription as it will always sepcify your next renewal date (we recommend making a note of it on your calendar or in your phone).

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*Example Scenarios

Scenario #1

If you signed up on May 10 prior to our cut-off date or before we sell out and you received the April/May box as your first Love Goodly box, your next renewal date will still be on May 28 for the June/July box. After that, you will be back on track with our regular billing cycle (i.e. July 28 for the Aug/Sept box, Sept 28 for the Oct/Nov box, and so forth).

Scenario #2

If you signed up on May 10 but we are sold out of the April/May box, your first box will be the June/July box which will start shipping on/around June 5 (you will not be billed a second time on May 28 for the June/July box). Then, your next renewal will be on Jul 28 for the Aug/Sept box, Sept 28 for the Oct/Nov box, and so forth.

The cut-off date is on the 15th of the month prior to shipping:

BUT, CUT-OFF DATES MAY VARY DEPENDING IF WE ARE SOLD OUT PRIOR TO THE 15TH. We recommend checking our homepage, the product listings, and your order confirmation email to see which Love Goodly box you will be receiving. 

After your initial failed renewal on the 28th, the first renewal attempt will occur the following day on the 29th. If no updates have been made, our system will continue to automatically retry the charge every six days for six more attempts. After six attempts and you have not updated your billing information, our system will stop trying to charge your account and your subscription will expire/be cancelled.

Example: if your initial failed renewal was on May 28, the system will attempt to renew the following day on May 29. If payment still has not been updated, the system will automatically retry the charge every six days for six more attempts. If the transaction has not gone through successfully after six more attempts, your subscription will expire. 

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If you no longer want the box, you will need to email info@lovegoodly.com to fully cancel your subscription; otherwise, our system will automatically retry the renewal until you update your payment information or until it successfully renews.

If you know you are unable to pay for your renewal on the 28th or if you want to change your renewal date for the upcoming box, please email info@lovegoodly.com at least no more than three days prior to your scheduled renewal and we can arrange to delay the auto-renewal for you by a couple of days (i.e. if your renewal is on May 28, please contact us by May 25 to change your renewal date).

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The following information applies to Cratejoy subscribers

Our Cratejoy platform will send a failed renewal notification after each failed attempt. After your initial failed renewal, the platform will attempt to retry the renewal 8 times over 11 days (which is your renewal day + 10 additional days).

Example: if your initial failed renewal was on May 27, the system will attempt to renew your subscription 7 more times within 10 days from May 28 to June 7. If the transaction has not gone through successfully after 11 days, the subscription will expire and no additional attempts to charge the customer will be made.

If you use a third-party website or service (i.e. Truebill, Billshark, etc.) that manages your finances, pays bills, and even cancels subscription boxes, you still need to contact us to ensure your subscription is fully cancelled in our system. Otherwise your subscription may renew on the 28th. So please mail info@lovegoodly.com with your name and email address so we can confirmation your cancellation.

If you canceled your subscription/billing agreement through Paypal, you'll still need to contact us to confirm your cancellation; canceling your payment agreement on Paypal does not automatically cancel your Love Goodly subscription in our system. Please email info@lovegoodly.com to ensure your susbcription is fully canceled. Otherwise your subscription may renew on the 28th. 

To view and manage your subscription, log in to your account and click on "Manage Subscriptions" on the lefthandside and click on "Edit" next to your active subscription. If you are having any issues with skipping, pausing, or canceling, you can also email info@lovegoodly.com

To reactivate your subscription, all of your inactive subscriptions will be listed on your subscription page. Just click on the "Re-activate" button; or you can email info@lovegoodly.com and we are happy to assist you.

To prevent your subscription from auto-renewing for an upcoming box, you will need to skip/pause/cancel before renewal day on the 28th (please refer to our Billing schedule for the exact renewal dates!).

If you skip/pause/cancel your subscription after your renewal goes through, we cannot retroactively apply the skip/pause/cancel to your order and process a refund. Once your renewal order is placed, your items have already been purchased and a box is reserved for you. You will still receive the box/es you paid for as all box sales are final and nonrefundable.

If you skipped a box or pause/cancel your subscription before the renewal, but you were still renewed on the 28th - DO NOT PANIC. Email info@lovegoodly.com and we will look further into it!

The same information also applies to those grandfathered in with our recurring Prepaid 6-Month or 1-Year Subscription Plans! If you skip/pause/cancel during your current box cycle, you will receive the remaining boxes you paid for and then the skip/pause/cancel will apply to your next box cycle.

If you have any questions, please don't hesitate to contact info@lovegoodly.com!

Please Note: If you purchased any of the current Prepaid Box Plans, you do not have to skip/pause/cancel because they are both non-recurring prepaid box plans; your "subscription" will immediately "expire" when you place your order (don't worry - you'll still receive the boxes you paid for!).

If you skipped, paused, or cancelled prior to the deadline but you were still renewed, DO NOT PANIC. Send an email to info@lovegoodly.com and we will look further into it. If you have record of an skip/cancellation email that was sent before the deadline, please forward it to us as well.

PLEASE NOTE

If you canceled your subscription through Paypal, you'll still need to contact us to confirm your cancellation; canceling your payment agreement on Paypal does not automatically cancel your Love Goodly subscription. Please email info@lovegoodly.com to ensure your susbcription is fully canceled.

Unfortunately, we cannot cancel your order as your order has been processed, and your items and box are reserved for you; but, we will have your subscription noted as canceled before the next box renewal.

The current Love Goodly box will always be noted on our homepage, the product listings, or your order confirmation email. That way you are aware of which box you will be receiving!

Your order will ship either USPS (First Class, Priority Mail, or Parcel Ground) OR FedEx (Ground/Home Delivery or Ground Economy). The shipping carrier and the shipping method are automated and cannot be customized.

At this time, we have paused shipping our Bi-Monthly Subscription Boxes and Prepaid Box Plans to Canada. However, you can still purchase a Single Essential or VIP Box to ship to Canada. 

If you are an existing Canada subscriber or purchased a Single Box, your order will ship via DHL eCommerce which has an estimated delivery time of two weeks. At this time, we cannot customize the shipping method or carrier.

SHIPPING ANNOUNCEMENT

At this time, we are no longer accepting special shipping requests (i.e. priority, overnight shipping) on ALL Love Goodly box orders.

ACTIVE SUBSCRIBERS, CURRENT PREPAID BOX PLAN CUSTOMERS, NEW SUBSCRIBERS DURING THE PRE-ORDER PERIOD

Your upcoming Love Goodly box will start shipping the week of the 5th. Please refer to our shipping schedule below:

Boxes are shipped the week of the 5th; we cannot accommodate shipping earlier than the 5th. 

They are picked up for shipping in batches throughout the shipping week, so some orders may go out on one day, others the following day, and so forth until all orders are out the door. So if you received your tracking email but do not see any updates right away, don't panic! Rest assured, your order is out the door and you should see updates soon.

However, if it has been more than one week (from the day you received your tracking email) and there has not been any updates or package movement, please contact info@lovegoodly.com so we can look further into it.

NEW SUBSCRIBERS/CUSTOMERS DURING THE CURRENT BOX PERIOD

Your box will ship 1-2 days a week and you will receive an email with your tracking number. Please allow at least 1-2 days for your tracking to show any status updates.

PLEASE NOTE

We have limited team members fulfilling orders as the rest of our team is remote. We ask for your patience and understanding as they get orders out for shipping as best as they can within a timely manner. Rest assured, orders are being fulfilled and shipped. Thank you!

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All orders are shipped from San Antonio, TX.

Orders are shipped either with USPS (First Class, Priority Mail, or Parcel Ground) or with FedEx (Ground/Home Delivery or Ground Economy). The shipping carrier and the shipping method are automated by our system and cannot be customized. Estimated transit time is between 1-7+ business days, but some may arrive earlier depending on its destination.

If you are an existing Canada subscriber or purchased a Single Box going to Canada, your order will ship via DHL eCommerce which has an estimated 2 week transit time. Again, at this time, we are unable to customize the shipping carrier or method.

If you have any questions, please contact info@lovegoodly.com

You should receive an email notification when your Love Goodly box has been delivered. 

PLEASE NOTE

• Sometimes your USPS mail carrier may prematurely mark your package as delivered before it physically arrives to you. We recommend waiting at least until the end of the day or the following business day to see if your package will arrive. In the meantime, check with neighbors, leasing office, around your house, with reception, etc. to see if they have the box; but if it has been more than 3 business days and you still have yet to receive your box, please contact info@lovegoodly.com as soon as possible so we can look further into it.
• For FedEx packages, your delivery notification email may include a photo of where the driver dropped off your package. If you received an email but do not see your package, please contact info@lovegoodly.com as soon as possible so we can look further into it.
• Any undelivered/missing boxes reported more than two weeks after the delivery, we will do our best to accommodate a replacement but we cannot make any guarantees as inventory is very limited. Replacement boxes are limited and are subject to an additional shipping fee. Please email info@lovegoodly.com as soon as possible for further assistance.
• If your box was delivered to an incorrect shipping address, email info@lovegoodly.com as soon as possible. Replacement boxes are limited and are subject to an additional shipping fee.
• If your box was returned back to us, we will contact you via email to arrange re-shipping your order. Replacement boxes are limited and are subject to an additional shipping fee.

If you see that your package is going to an old or incorrect address after you received your tracking email, please contact USPS or FedEx to have your package intercepted/rerouted to your current location. Customers are responsible for any additional fees incurred due to package forwarding or interception.

To prevent shipping issues for future boxes, please update your shipping address by logging in to your account or contacting info@lovegoodly.com 

PLEASE NOTE

At this time, we have paused shipping our Bi-Monthly Subscription Boxes and Prepaid Box Plans to Canada. However, you can still purchase a Single Essential or VIP Box to ship to Canada.

Existing Canada subscribers and Canada customers who purchased the Single Box will have their orders shipped via DHL eCommerce, which has an estimated 2+ weeks transit time. We are unable to change the shipping carrier and shipping method.

All customers are responsible for all import duties, customs and taxes applicable to their order. Love Goodly does not have any control for any duties, customs and taxes levied by the country your order is being shipped to, and we cannot advise you what the cost will be as these charges can vary according to country.

As detailed in the "When does my Love Goodly box ship?" tab, we ship our boxes in batches - some may go out one day, more may go out another day. You will receive a tracking email, but please allow at least a couple of days (around 1-5 days from the day you received your tracking email) for it to show any movement. Rest assured, your box is out the door and en route to you!

But, if it has been more than 10 days and your tracking status has not moved at all, email info@lovegoodly.com so we can look further into it.

ALL BOX SALES ARE NON-REFUNDABLE AND NOT ELIGIBLE FOR RETURNS.

Email info@lovegoodly.com within 1-2 days upon receiving your order or upon using or opening the product. To expedite the process, please attach a high-quality image or video if applicable:

• If the product is damaged while en route or if you received a defective item.
• If you have concerns with an allergy, ingredient, or product consistency.
• If you are missing an item from your box

Any inquiries reported more than two weeks after receiving your box, we will do our best to assist but we cannot guarantee a product replacement due to limited quantities available.

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FOR PRODUCT CUSTOMIZATIONS ONLY

As detailed in the survey page, we do our best to accommodate customization but we cannot guarantee you will receive your selection due to limited inventory and all customization requests are fulfilled while supplies last.

If you received a different color, shade, or style from what you selected, email info@lovegoodly.com within 1-2 days upon receiving your box and we will do our best to accommodate your original request; customers are responsible for all additional shipping fees. If you would like to swap for another color, style, shade, etc., contact us to arrange an exchange; again, customers are responsible for all additional shipping fees.

We offer multiple Love Goodly Gift Box options - both subscription and non-subscription boxes.

NON-SUBSCRIPTION GIFT BOXES (THEY DO NOT AUTO-RENEW AT THE END OF YOUR GIFT BOX CYCLE)

The Single Essential Box or Single VIP Box is a great option if you want to just send one Love Goodly box to the recipient. You can also purchase this box for yourself if you would like to try out a box before signing up for a subscription!

We also have Prepaid 4-Month (total of 2 boxes), Prepaid 6-Month (total of 3 boxes), and Prepaid 1-Year (total of 6 boxes) Box Plans. After their last box has shipped, you will not be auto-renewed for another box cycle. To send another gift box cycle, email info@lovegoodly.com and we're happy to extend your prepaid gift box plan for you.

You can also purchase a past Love Goodly box! This is a great option if you need to have a gift box shipped right away in between box cut-off and the next box shipping.

SUBSCRIPTION BOXES (THEY AUTO-RENEW EVERY OTHER MONTH)

The Essential or VIP Bi-Monthly Gift Subscription auto-renews every other month (please refer to the "Billing" section for more information). One box ships every other month and you can cancel your subscription any time (please refer to the "Skip/Cancel" section for more information). If you'd like, we can also cancel the gift subscription after it has been renewed for a specific number of boxes! Just email info@lovegoodly.com after placing your initial order and we will make a note on our end.

Love Goodly Gift Boxes are on the same shipping schedule as our regular Love Goodly boxes; we do not ship any earlier than the 5th. If you want to have the box to shipped or delivered within a specific date range, email info@lovegoodly.com before placing your order and we will do our best to help make it happen.

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When placing your gift box order, you can type out a gift message when viewing your cart (no emojis!). Please use your email address when checking out that way we do not ruin the surprise! If the gift box is shipping to you, enter your shipping address; otherwise, please enter the recipient's address. After placing your order, you will receive the order confirmation email as well as the tracking email when shipped.

Love Goodly boxes are shipped as is with no additional wrapping paper, ribbons, or bows. At this time, we have paused on wrapping boxes with kraft paper.

To purchase an online gift card, click HERE and select the value you would like to gift. If you want a custom amount, email info@lovegoodly.com and we are happy to set one up for you.

After placing your order, the buyer (you) will receive an email containing the gift card code. You must FORWARD the gift card code to the recipient and you can include your own gift message from there; OR, you can click on "View Your Gift Card" in the email and print out the code to physically hand to the recipient.

Please note: we do not mail physical gift cards.

TO REDEEM THE GIFT CARD

Enter the gift card code in the "Gift Card or Discount Code" field at checkout (the code is not case sensitive). After it is applied, the new total amount will be reflected (if applicable, the gift card may also cover the shipping fee).

If there is a balance due, it will show in the total amount and the buyer will need to enter another payment method to pay for the remaining balance. If there is no balance due, the total amount will be shown as $0.00 and it will note that the order was covered by the gift card. 

To check your gift card balance, email info@lovegoodly.com 

If you would like to use your gift card on our Subscription Boxes or Prepaid Boxes, you MUST email info@lovegoodly.com prior to placing your order. Please include all digits of the gift card code, and we will follow up with more information on how to redeem.

If you are looking for a gift for your employees and staff or gift boxes for special events (i.e. bridal parties, party favors, etc.), email info@lovegoodly.com and we will provide multiple gift options for you to select from! We recommend emailing as early as possible especially during the holiday season.