BOX FAQS

Love Goodly is a bi-monthly subscription box delivering vegan, nontoxic, and cruelty free beauty, skincare, and lifestyle products to your doorstep every other month. You can read more about our mission and story here.

The box primarily focuses on a mix of beauty and skincare products, but some boxes may contain a lifestyle mix of items such as a healthy snack or sweet treat, eco style accessories, jewelry, wellness items, etc. There is also a chance a box will focus on more skincare versus beauty and vice versa, or even shine the spotlight on a product variety from one amazing vegan, nontoxic, and cruelty free brand.

Every box will have mostly full-sized items with the possibility of a deluxe sample and/or travel size item. Any other sample size products are a special bonus for you.

We have TWO Love Goodly Box Types:

1. The Essential Box contains 4-5 products and has a total retail value of $70 or more.
2. The VIP Box contains all of the items from the Essential Box plus an additional 1-2 more full-sized or deluxe-sized skincare, beauty, or lifestyle product valued at $20 or more; all VIP boxes have a total retail value of $90 or more.

There are two subscription box plans you can select from. They auto-renew every other month until you skip a box, pause, or cancel your subscription.

ESSENTIAL BI-MONTHLY SUBSCRIPTION

• $34.95 every other month plus free US shipping; additional $16 shipping fee per Canada box renewal
• Contains 4 to 5 products, total retail value of $70 or more
• One box every other month, automatically renews on the 28th every other month

VIP BI-MONTHLY SUBSCRIPTION

• $48.95 every other month plus free US shipping; additional $16 shipping fee per Canada box renewal
• Contains all of the items inside the Essential box plus an additional 1-2 more full/deluxe-sized skincare, lifestyle, or beauty products, total retail value of $90 or more
• One box every other month, automatically renews on the 28th every other month

PLEASE NOTE

We have paused accepting new subscribers for the Prepaid 6-Month and 1-Year Subscription. However, any existing Prepaid 6-Month and 1-Year subscribers are grandfathered in and will continue to be auto-renewed every 6 or 12 months on the 28th until they skip a box cycle or cancel their subscription. If you'd like to know your next renewal date, you can email info@lovegoodly.com and we're happy to let you know.

We also have FOUR non-subscription box plans you can select from. They're perfect for gifting or if you want to try out a box before signing up for a recurring subscription. They do not auto-renew at the end of the box cycle; but to send or receive more boxes, email info@lovegoodly.com and we're happy to add another box cycle to your account!

Single Box (one-time charge, does not auto-renew)

• Select between the Single Essential ($39.95) or VIP Box ($55.95)
• Receive the current Essential or VIP Box
• Shipping fee varies depending on the USPS shipping method selected at checkout

Prepaid Box Plans (one-time charges, does not auto-renew)

If you are in Canada, please contact info@lovegoodly.com to place your order for a Prepaid Box Plan.

• We have four Prepaid Box Plans:
  • 4-Month Prepaid Essential Boxes (receive a total of 2 boxes), $72.00 plus shipping
  • 6-Month Prepaid Essential Boxes (receive a total of 3 boxes), $106.00 plus shipping
  • 6-Month Prepaid VIP Boxes (receive a total of 3 boxes), $148.00 plus shipping
  • 1-Year Prepaid Essential Boxes (receive a total of 6 boxes), $210.00 plus shipping
• Shipping fee is $3.95 per box for US and $16.00 per box for Canada. The shipping total varies depending on your selected Prepaid Box Plan:
  • 4-Month Prepaid Essential Boxes - $7.90 for US or $32.00 for Canada
  • 6-Month Prepaid Essential Boxes - $11.85 for US or $48.00 for Canada
  • 6-Month Prepaid VIP Boxes, $11.85 for US or $48.00 for Canada
  • 1-Year Prepaid Essential Boxes, $23.70 for US or $96.00 for Canada

PLEASE NOTE

As of right now, we have paused accepting new customers for the Prepaid 6-Month and 1-Year Subscription Box Plans. Any existing Prepaid 6-Month and 1-Year subscriptions are grandfathered in and will continue to be auto-renewed every 6 or 12 months on the 28th until they skip a box cycle or cancel their subscription. If you'd like to know your next renewal date, you can email info@lovegoodly.com and we're happy to let you know.

Yes, all of the products inside the Love Goodly box will always be vegan, nontoxic, and cruelty-free! You can also find our additional values here.

Every product in our Love Goodly box will always be vegan, nontoxic, and cruelty-free. We do our best to curate products that are also gluten-free, however we cannot guarantee that all products are also gluten-free as it is not one of our core values.

Our online shop has a separate category for gluten-free products, which you can find here.

If you have questions if the current or a future Love Goodly box has gluten-free products or a product containing an ingredient you cannot use, please email info@lovegoodly.com prior to purchasing or prior to your next box renewal.

Please note: We are unable to customize boxes (i.e. gluten-free only). If you have any concerns, please email info@lovegoodly.com prior to purchasing.

While we do not have a personalization profile for our boxes (i.e. skin type, skin tone, hair type, etc.), there may be times we invite customers to customize their Love Goodly box by having them select their preferred color, shade, or style for a cosmetic, skincare product, jewelry item, etc.

If there is a customization for a Love Goodly Box, the customization link will be provided in your order confirmation email.

Please do not include any customizations or personal preferences in your order notes as we may not be able to honor them. If you have any concerns about ingredients for a product, please email info@lovegoodly.com prior to subscribing or before your next box renewal.

We do not want to ruin the surprise! Rest assured, every single product is vegan, nontoxic, and cruelty-free. Each box will feature a variety of brands, but some boxes may shine the spotlight on one amazing brand.

Sometimes we will reveal one spoiler prior to box shipping, so follow our social media channels (Facebook and Instagram) or subscribe to our newsletter. Towards the end of the month, we will release the full box spoiler on our social media and website.

If you saw the spoiler and do not want or like the product, unfortunately we cannot replace the product. Instead, we can skip your next renewal; just email info@lovegoodly.com prior to the 28th so we can make arrangements. If you have concerns about ingredients for an upcoming Love Goodly box, again please email us prior to purchasing or before your next box renewal.

We strive to be as eco-friendly as possible.

• The Love Goodly box itself is recyclable or can also be re-used for personal use (perfect for storage and organization!).
• The boxes are responsibly printed and FSC-certified.
• While we try to minimize plastic in every way, we do have some brands & products that may work with plastic. 
• Some brands may have minimal packaging such as no boxes or seals. Rest assured, all of the products are brand new and the ingredients and instructions will either be on the product itself or provided in the insert.

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.

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To update your payment information, go to Manage Subscriptions -> click on Payment Methods and then click on Add Payment Method -> Enter your new information ((make sure to select the "Update all of my subscriptions to use this payment method" box is selected!) -> When you're finished, click on Add Payment Method! You can also delete the old card number/payment method. If you need further assistance, please contact info@lovegoodly.com

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.

To update your shipping address, go to Manage Subscriptions -> click on Shipping Addresses -> update the applicable fields. You can also click on Edit next to your active subscription and scroll down to the shipping address section. You can also email info@lovegoodly.com your new address and we are happy to update it for you. 

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THE DEADLINE TO UPDATE YOUR ADDRESS IS ON THE 25TH OF THE MONTH PRIOR TO SHIPPING. (i.e. to update your address for the February/March box, you must do so by or before January 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.

Any address changes made after the deadline or after your box has shipped, customers are responsible for forwarding the box to their new address. You can visit USPS for more information about mail forwarding or redirecting a 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.

You have until the 20th of the month prior to shipping to skip the next box, pause your subscription, or cancel your subscription. After the 20th, the skip and cancel links in your account will be disabled until after shipping.

The exact skip/cancel deadlines are as followed (please make a note of it on your calendar or in your phone as we do not send renewal reminders):

Any skip or cancellation requests made after the deadline will apply to the next box. Any skip or cancellation requests received on renewal day will also apply to the next box as your order has already been processed, items purchased, and a box is reserved for you.

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

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FOR PREPAID 6-MONTH OR 1-YEAR SUBSCRIPTION ONLY

You may cancel your subscription any time before the next renewal, but please note the deadlines still apply. The product listings will specify your next renewal date and the skip/cancellation deadline, so please make note of it on your calendar or in your phone as we do not send renewal reminders. If you skip or cancel during the current box cycle, you'll receive the rest of your Love Goodly boxes remaining under your prepaid plan, and the skip/cancel will apply to the next box cycle.

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Please Note: If you purchased the Prepaid 4-Month Boxes or the non-subscription option of the Prepaid 6-Month boxes, you do not have to email us because they are both non-recurring boxes; 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.

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.

Please note that gift boxes are shipped as is with no additional gift wrapping or ribbons. But, if you are purchasing the Single Essential or Single VIP Boxes, you can select the gift wrap option in the dropdown menu and your order will ship wrapped in plain kraft paper. If you purchased any of the subscription boxes or prepaid boxes, you can request to have the first box gift wrapped by emailing info@lovegoodly.com before or after placing your order.

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.