BOX FAQS

There are other scenarios in which you may not be able to log in! We switched to our current website back in Sept 2018 and there have been instances in which customers are unable to log in. With that said, please take note of the following:

• If you initially subscribed before Sept 4, 2018 and you subscribed through Cratejoy's Marketplace, you will need to log-in through Cratejoy.com or LoveGoodly.Cratejoy.com to access your subscription.
• If you initially subscribed before Sept 4, 2018 through the Cratejoy platform and use Paypal as your primary payment method, you will also need to log-in through Cratejoy.com or LoveGoodly.Cratejoy.com

If you need further assistance or have any questions, do not hesitate to email info@lovegoodly.com and we're happy to help!

If you come across any errors or need more information, contact info@lovegoodly.com (and provide screenshots if applicable!).

HOW TO UPDATE YOUR PAYMENT INFORMATION

• Log in to your account HERE, go to Manage Subscriptions, find your active subscription, and click on Edit. Scroll down to find the Payment Method block and click.
• Next, click on Add Payment Method and enter your new or updated information. To move your active subscription to the new payment method, make sure to leave the checkbox marked at the end.
• Click on Add Payment Method to confirm and, from there, your active subscription will be moved to the new payment method. If you need to manually move it, click on Move Subscriptions Here on the payment method you'd like to use and click on "Move Subscriptions" to confirm.
• You can delete the old payment method by clicking on "Delete"

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.

If you'd like to switch from using your Paypal to a credit/debit card, you can follow the same steps above. However, you cannot change from debit/credit card to Paypal; you will have to cancel your current subscription and re-subscribe to use Paypal.

HOW TO UPDATE YOUR SHIPPING ADDRESS

• Log in to your account and click on Manage Subscriptions, click on Shipping Addresses, and click on Edit Shipping Address.
• You can also find your active subscription, click on Edit, click on the Shipping Address block, and enter your new shipping information. Confirm the change by clicking on Save Shipping Address.

We highly recommend updating your shipping address as soon as possible. We do not send emails with renewal or address update reminders, but we included a courtesy reminder to your order confirmation email in case you need to change the address.

If you updated your shipping address before renewal day on the 28th but still see the old address in your order confirmation email, 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.

Once your order has been packed and is ready for shipping, we cannot retroactively change your address. You are responsible for forwarding the package to your new address. Please visit the shipping carrier's official website for information on how to reroute their package (refer to your tracking link to see if you need to contact UPS, USPS, or FedEx).

Replacement boxes shipped to a new address due to customer error is subject to an additional shipping fee - no exceptions.

All of your past orders - both subscription box renewals and online shop orders - will be displayed when you first log in to your account.

Please note that we migrated to our current website on September 4, 2018; your account will not show any orders prior to that date. But if you have questions about a past order prior to September 4, 2018, please contact info@lovegoodly.com and we're happy to look into it.

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

The same skip/cancel deadlines and billing + shipping schedules noted below also 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'd like to pause your subscription for more than 2 months, please contact info@lovegoodly.com and we're happy to assist.

If you are logging in through 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 o rpause for more than 2 months, email info@lovegoodly.com and we're happy to help.

If you need assistance, please contact info@lovegoodly.com and we're happy to help you out! Please include screenshots you come across an error message.

HOW TO UPDATE YOUR SHIPPING ADDRESS

• Log in to lovegoodly.cratejoy.com, find the Shipping Address section, click on Edit, update the applicable fields, and click on Edit once more to confirm.
• Next, go back to your Account page and click on Edit underneath your active subscription. Go to the Shipping Address section and select your updated shipping address from the dropdown menu. Click on Save or Change to confirm the changes.

HOW TO UPDATE YOUR PAYMENT METHOD

• Log in to lovegoodly.cratejoy.com, go to the Credit Cards section and click on Add. Enter your new information and click on Save to confirm.
• Next, click on the "Update Subscriptions" checkbox so it can automatically update.

Log in to lovegoodly.cratejoy.com, find your active subscription on the lefthand side, and click on Edit. To skip the next box, click on Skip Next Renewal on the top right. To cancel your subscription, click on Cancel Subscription on the bottom left.

If you need to pause your subscription for more than 2 months or if you need further assistance, contact info@lovegoodly.com and we're happy to help! We recommend getting in touch before your next scheduled renewal date.

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! We always make note of the next renewal date in our product descriptions, and you can also view it when you log in to your account.

If you're on our Cratejoy platform, your renewal may occur on the 27th or 28th depending on the time zone. Unfortunately, we cannot control the timing as that is how the Cratejoy system is set up. Thank you for your understanding!

BILLING SCHEDULE

Febuary/March Box renews on January 28
April/May Box renews on March 28
June/July Box renews on May 28
August/September Box renews on July 28
October/November Box renews on September 28
December/January Box renews on November 28

PREPAID BOX PLANS (NON-SUBSCRIPTION)

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

PREPAID BOX PLANS (SUBSCRIPTION)

IThough we have paused on offering the Prepaid Box Subscriptions, there are some customers who were grandfathered in. Your next scheduled renewal date is noted on your account - log in here, click on Manage Subscriptions, find your active subscription, and the next renewal date will be displayed.

If you need further assistance, please contact info@lovegoodly.com and we're happy to help out.

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 charged for the next box the following month or the same month you initially signed up.

Please refer to the detailed Billing Schedule above! You can also check the product descriptions for the Essential or VIP Bi-Monthly Subscription as it will always specify your next renewal date (we recommend making a note of it on your calendar or in your phone). 

Scenario #1

If you signed up on July 10 prior to our July15 cut-off date or before we're sold out and you received the June/July Box as your first Love Goodly box, your next renewal date will still be on July 28 for the August/September Box. After that, you will be back on track with our regular bi-monthly billing schedule (i.e. September 28 for the October/November Box, November 28 for the December/January Box, and so forth).

Scenario #2

If you signed up on July 10 but we had already sold out of the June/July Box, your first box will be the August/September box which starts shipping the week of August 5. Your next scheduled renewal will be on September 28 for the October/November Box, November 28 for the December/January Box, and so forth.

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

The last day to the order/sign up and receive the current bi-monthly box is on the 15th; then orders received starting on the 16th are considered as pre-orders for the next bi-monthly box.

• March 15 is the cut-off for the February/March Box
• May 15 is the cut-off for the April/May Box
• July 15 is the cut-off for the June/July Box
• September 15 is the cut-off for the August/September Box
• November 15 is the cut-off for the October/November Box
• January 15 is the cut-off for the December/January Box

Cut-off dates may vary depending if our inventory is sold out prior to the 15th. We recommend checking our homepage and product listings to confirm which Love Goodly Box we're accepting orders for.

If you have any questions, send an email to info@lovegoodly.com

After the 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 be marked as "expired."

EXAMPLE

If your initial failed renewal was on July 28, the system will attempt to renew the following day on July 29. If your 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. 

If you no longer want the box, you must email info@lovegoodly.com to 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 and want to change your renewal date for the upcoming box, please email info@lovegoodly.com prior to your next scheduled renewal so we can make the changes on our end. We recommend contacting us at least 2-3 business days before your next scheduled renewal so there is ample time to make the changes.

IF YOU'RE ON CRATEJOY

Our Cratejoy platform will send a failed renewal notification after every 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 July 27-28, the system will attempt to renew your subscription 7 more times within 10 days. 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.

TRUEBILL/BILLSHARK

If you use a third-party website or service (i.e. Truebill, Billshark, etc.) to manage your finances, pays bills, or even cancel subscriptions, you still need to contact us to ensure your subscription is fully cancelled in our system as these websites and services do not have access to your account to process the cancellation. To avoid the next scheduled renewal, please mail info@lovegoodly.com with your name and email address so we can confirmation your cancellation.

PAYPAL

If you canceled your subscription/billing agreement through Paypal, you still need to contact us to confirm your cancellation. Like above, canceling your payment agreement on Paypal does not automatically cancel your Love Goodly subscription in our system. Make sure to email info@lovegoodly.com as soon as possible to ensure your susbcription is fully canceled; otherwise your subscription will renew on your next scheduled renewal date.

If you come across any issues or need assistance, please email info@lovegoodly.com and provide any screenshots if applicable.

To access your subscription, log in to your account, click on Manage Subscriptions, and click on Edit next to your active subscription.

To skip the upcoming renewal, click on the Skip Shipment button and comfirm your next renewal date.

To pause your subscription, scroll to the bottom of the page and click on the Cancel Subscription link. The pause options will appear on the rigthand side; you can pause your subscription up to 6 months. Select your pause duration and click on Pause Subscription to confirm. If you'd like to pause for more than 6 months, please contact info@lovegoodly.com

To cancel your subscription, follow the same steps as pausing your subscription. When you get to the pause duration options, click on Cancel where you will find a list of cancellation reasons. Select one of the reasons, click on Next, and click on Cancel My Subscription to confirm. You will then receive an email confirming your subscription cancellation.

To reactivate your subscription, contact info@lovegoodly.com and we're happy to assist.

PLEASE NOTE

• If you have a grandfathered Prepaid 6-Month or 1-Year recurring subscription and you need to skip a box in between your plan or pause, please contact info@lovegoodly.com so we can arrange that for you.
• If you purchased any of our current Prepaid Box Plans, you don't need to do anything! Your purchase is marked as "expired" so it can prevent our platform to not auto-renew at the end of the box cycle.

You must skip the next box or pause/cancel your subscription before renewal day. Please refer to our Billing schedule for the exact renewal dates!

If you skip/pause/cancel after your order is processed, we cannot retroactively cancel and refund the order. You renewal order is processed right away, and your items have already been purchased and a box is reserved for you. All sales are final and nonrefundable.

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

If you're subscription to our grandfathered Prepaid 6-Month or 1-Year recurring subscription, the same information applies. If you purchased our current Prepaid Box Plans, you don't need to do a thing as they do not auto-renew at the end of the box cycle.

Welcome back! To reactivate your subscription, please contact info@lovegoodly.com and we're happy to help you out. You can also start a new subscription.

PLEASE NOTE

If your canceled subscription was at the $29.95 or $47.95 bi-monthly prices, we cannot reactivate them at those prices as they are no longer available. You will need to re-subscribe to our current Essential or VIP Bi-Monthly Subscription Box Plans. You can also purchase a Single Box or one of our Prepaid Box Plans.

If you skipped, paused, or canceled prior to the deadline but you were still renewed, DO NOT PANIC! Send an email to info@lovegoodly.com as soon as possible so we can look further into it. If you have an email record of the skip, pause, or cancellation that was dealt with before the deadline, please forward it to us as well.

If you skipped, paused, or canceled after the order was renewed, it simply prevents our platform from renewing on the next renewal date. It will not cancel the order or issue a refund; you will still receive any paid/prepaid boxes in your subscription or prepaid box plan.

If you canceled your subscription through Paypal, you 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 it has already been processed, and your items and box are reserved for you. If you'd like, we're happy to gift the box to someone of your choice; just email info@lovegoodly.com and send us their name and mailing address (you can also add a gift message if you'd like).

All Love Goodly orders (both box and online shop orders) are shipped from our parent company's headquarters in San Antonio, TX! Your order will ship either USPS, FedEx, or UPS. The shipping carriers are automated by our system and cannot be customized.

If you're in Canada, your order will ship via DHL eCommerce, USPS, or UPS; please note that we're unable to customize your shipping method or carrier for Canada orders. Please note that delivery may take up up to 1-2 weeks or more.

For active subscribers/prepaid box plan customers, and new customers during the pre-order period:

Your Love Goodly Box starts shipping the week of the 5th!

• February/March Box starts shipping the week of February 5
• April/May Box starts shipping the week of April 5
• June/July Box starts shipping the week of June 5
• August/September Box starts shipping the week of August 5
• October/November Box starts shipping the week of October 5
• December/January Box starts shipping the week of December 5

If there are any delays, we will always notify our customers ahead of time via email and social media!

We ask for your patience and understanding as our small team works hard to get your order fulfilled and shipped! With that said, we do ship our boxes in batches throughout the shipping week - some orders will go out one day, more the next day, and so forth until all orders are out the door.

We cannot accommodate shipping your box earlier than the 5th. But if you'd like to arrange to ship your box later than the 5th, contact info@lovegoodly.com as soon as possible so we can hold the shipment for you!

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. But if it has been more than a week since the last tracking status and there are have been no updates or movement, please contact info@lovegoodly.com so we can look further into it.

For new customers during the current box period:

Our team ships 1-3 days a week. If you need your box sooner, please contact info@lovegoodly.com either before your next renewal or as soon as your renewal is processed so we can make arrangents before your order ships. Additional shipping costs will be applied if you upgrade to an expedited shipping method.

Once shipped, you will receive an email with your tracking number. Please allow at least 24-48 hours for your tracking to show any status updates. If it has been more than one week since the last tracking status and there has not been any updates or package movement, please contact info@lovegoodly.com so we can look further into it.

We have limited team members fulfilling orders 1-3 days a week as the rest of our team is remote. All orders are shipped from San Antonio, TX.

Once your order is in the hands of our shipping carrier, we cannot control or predict any delays due to service or weather. Though we have the estimated transit times noted, it may vary. Thank you for your patience and understanding!

FOR US ORDERS

Orders are shipped with USPS, FedEx, or UPS. The shipping carrier is automated by our system and cannot be customized. If you ordered a Love Goodly Box (subscription or prepaid box plan), they ship with ground; but if you ordered a single box or past box, you can select your shipping method at checkout.

Delivery is estimated between 1-7 business days depending on the destination. Please refer to your tracking link for an estimated delivery date.

FOR CANADA ORDERS

If you are an existing Canada subscriber or purchased a Single Box going to Canada, your order will ship via DHL eCommerce, USPS, or UPS. Delivery is estimated between 1-2 weeks or more depending on the destination; at this time, we are unable to customize the shipping carrier.

Tracking numbers for Canada orders may take a few additional business days to show a status. After your order has been fulfilled, the tracking number does not show any updates right away. We recommend waiting 1-5 days for your tracking to show any updates. Unfortunately, this is something we cannot control, but rest assured your order was fulfilled and shipped!

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

When your Love Goodly order has been delivered, you should receive a delivery confirmation via email.

If your order shipped with USPS, sometimes the carrier may prematurely mark your package as delivered before it physically arrives to you. This is a rare situation, but in the event it happens, don't panic! We recommend waiting at least until the end of the day or the following business day to see if your package will arrive. If it has been more than 3 business days and there is still no sign of your order, please contact info@lovegoodly.com so we can look further into it.

In the meantime, we also recommend checking with neighbors, around your home (i.e. back door, garage, etc.), inside a parcel locker, or even with the leasing or management office, security, or mailroom to see if the box was dropped off there.

For FedEx or UPS packages, your delivery notification email may include a photo of where the driver dropped off your package. If your package was delivered with photo proof but there is still no sign of the box, please contact info@lovegoodly.com as soon as possible so we can look further into it. UPS delivery may also provide a photo proof of the delivery, but it is not widely available for all areas.

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 as well as an alternate shipping address if applicable (i.e. office, neighbor, friend, family member, etc.).

If the order was delivered to an incorrect address due to the customer's error, we will do our best to accommodate a replacement but an additional shipping fee will be required for the replacement - no exceptions.

If the package was refused or returned back to us, we will contact the buyer via email to arrange for re-shipping (additional shipping cost will be required). 

Questions? Contact info@lovegoodly.com

If you see that the package is going to an old or incorrect address after your order has already shipped, the customer is responsible for contacting the shipper to intercept/re-route the package to the correct address. They are also responsible for any additional fees incurred due to the forwarding or interception. Love Goodly is not responsible for packages shipped to an incorrect address due to a customer's error.

To prevent shipping issues for future boxes, please update the shipping address by logging in to your account before renewal day. You can also email your new address to info@lovegoodly.com and we're happy to update that for you on our end.

Orders are shipped via DHL eCommerce, USPS, or UPS and the estimated delivery is within 1-2 or more weeks. While we cannot customize the shipping carrier, you can select the shipping method of your choice at checkout (applies to the single box only).

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 was processed and packed, and is en route to you!

If it has been more than one week and your tracking status has not changed at all, email info@lovegoodly.com so we can look further into it.

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

If you received a damaged or defective item or have an issue with the consistency of a product, email info@lovegoodly.com within 1-2 business 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 you are missing an item from your box, please contact us as soon as possible so we can send it out!

Any damage, defect, or missing item inquiries reported more than two weeks after your box's delivery, we will do our best to assist but we cannot guarantee the exact product replacement due to limited quantities available.

In the event we're unable to replace with the same product, we're happy to provide other options of similar retail value.

Unfortunately, we do not allow product exchanges. If you have any questions, please contact info@lovegoodly.com 

NON-SUBSCRIPTION GIFT BOXES (DOES NOT AUTO-RENEW)

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 the last box has shipped, you (the buyer) 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 (if inventory is available)! This is a great option if you need a gift right away in between the box cut-off and the next bi-monthly box.

BI-MONTHLY SUBSCRIPTION BOXES (AUTO-RENEWS 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.

A FEW MORE THINGS ABOUT GIFTING...

• All Love Goodly Boxes (gift and non-gift orders) 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 buy the box now but ship at a later time, email info@lovegoodly.com as soon as possible to make arrangements.
• When placing your gift box order, you can type out a gift message when viewing your cart (no emojis, but smiley faces and hearts are okay to use!). The gift message will be printed and placed inside the recipient's first Love Goodly box.
• Please use your (the buyer) email address when checking out, that way you're not sending the order confirmation/receipt to the gift recipient!
• If you'd like for us to notify the gift recipient that they have a gift coming their way, email info@lovegoodly.com as soon as possible and include their email address and we're happy to shoot them a quick email. We will include their tracking number for their reference, but don't worry we won't spoil anything further!
• Love Goodly boxes are shipped as is. We do not use any gift wrapping paper, ribbons, or bows; though the Love Goodly box is a gift package in and of itself!

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

To purchase a digital gift card, click HERE to get started. If you want a custom gift card amount, email info@lovegoodly.com and we are happy to set one up for you.

When placing your digital gift card order, enter your (the buyer) email address at checkout since that is where your receipt/order confirmation is sent as well.

After placing your order, you (the buyer) will receive the email containing the gift card code. To send the gift card to the gift recipient, you MUST forward the gift card email you received to the recipient's email address (you can enter your gift message as well). You can also click on the "View Your Gift Card" link in the email and print out the code if you'd like to phyically mail or hand the gift to the recipient.

At this time, we do not offer physical gift cards for sale.

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

TO USE FOR THE ONLINE STORE AND THE SINGLE BOX

At checkout, enter the gift card code in the Gift Card or Discount Code field (the code is not case sensitive). Click to apply and, if appliable, your new total amount will be reflected. Please note that the digital gift card may also cover the shipping fee.

If there is a balance due, it will reflect in the total amount and you will be prompted to enter a second payment method. If there is no balance due, the total amount will be shown as $0.00 and will note that the order was covered by the digital gift card.

To check your gift card balance, email info@lovegoodly.com and we're happy to assist.

TO USE ON A LOVE GOODLY BI-MONTHLY SUBSCRIPTION OR PREPAID BOX PLAN

Please email info@lovegoodly.com prior to placing your order. In your email, include all digits of your gift card code so we can set it up for you on out. We will then follow up with further instructions on how to apply the code to your bi-monthly subscription or prepaid box plan order.

We cannot apply the gift card code if your order is already placed; in the event that happens, we will need to cancel and refund the initial order and you will need to place another order using your gift card code.

If you're planning to send a gift to more than one gift recipient, you must place each order separately with their respective addresses.

If you are looking to gift your employees and staff or for a special event (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 getting in touch as early as possible - especially if you need something during major holidays.