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Eco friendly Nontoxic Vegan Curated with Love

Box Questions

The following information applies to our bi-monthly subscription boxes. For information about our online shop, click here.

GENERAL BOX INFORMATION · ACCOUNT INFORMATION · BILLING · SKIPS & CANCELLATIONS
SHIPPING INFORMATION · RETURNS & EXCHANGES · GIFTING INFORMATION · OTHER

What is LOVE GOODLY?
We are a bi-monthly subscription box delivering vegan, nontoxic, and cruelty-free beauty, skincare, and lifestyle. You can read more about our story and mission here.
What will I receive in my LOVE GOODLY box every other month?
Our bi-monthly subscription boxes include a mix of 4-5 full-sized/deluxe-sized beauty, skincare, and lifestyle products such as healthy snacks, wellness products, or eco style or home accessories. Each box has a retail value of at least $75. You have the option to select our regular or VIP subscription box.
What is the VIP box?
If you subscribe to our VIP box, you will receive one more full size skincare product with a value over $40. Total VIP box value always over $120.
Will I receive only samples in my LOVE GOODLY box?
Each box has 4-5 mostly or all full-sized products with a possibility of 1 deluxe/travel-sized product -- any sample size will be an extra bonus for you!!
Are all of your products vegan?
Yes! All of the items inside our box are always vegan, nontoxic, and cruelty-free. You can view more of our values here.
Can I personalize the items I receive in my LOVE GOODLY box?
We often give subscribers a chance to customize one item! When we do, we will send instructions on how to customize your through your new/renewal order confirmation or through email. Also, be sure to follow us on Facebook, Twitter, and Instagram to stay updated on when those opportunities come up.
Can you tell me what's inside the box?
Sorry, it's a surprise! However, we do post 1-2 spoilers on our social media channels. Be sure to stay updated on Instagram or Facebook to see what will be inside the next box!
I saw one of the spoilers, and I don't like it. Can you replace it with something else?
Oh no! We are sad to hear you do not like it. Unfortunately, we are unable to replace the item with something else. But, you can always skip your next box renewal if you do not want that item. If you have any further questions, please contact [email protected]
Do you use recycled packaging?
Yes! Our boxes and shipping supplies are made of recycled materials and are recyclable.

I forgot my password!
Click here to reset your password. Can’t remember your login email address? Email us at [email protected]
How do I update my payment information?
Login to your account here, go to the Credit Cards section, and click on Edit. Or, you can email [email protected]
How do I update my shipping address?
Login to your account here, go to the Address section, and click on Edit. Or, you can email [email protected]

All address changes must be done through your LOVE GOODLY account and updated by the 25th of the month prior to shipping Please refer to the table below for specific deadlines.

February/March Box Change by January 25
April/May Box Change by March 25
June/July Box Change by May 25
August/September Box Change by July 25
October/November Box Change by September 25
December/January Box Change by November 25

If the address is not updated by the deadline, customers are responsible for forwarding their order to the correct address. We are not responsible for any lost or delayed packages, mis-shipments or any extra fees due to an incorrect shipping address. Replacement boxes will be subject to a small shipping fee.
I updated my address, but my old address is still showing. What happened?
We are so sorry that happened! Please email us at [email protected] right away! That way we can update the shipping label. Please note that orders are processed within 24 hours and we don't want for the box to go to an old address. If you have any questions, you can always email [email protected]
I have an account, but I am unable to login. What happened?
We switched to a new website! If you created an account or started a subscription before November 2016, you must request a new password to access your account. If you need further assistance, please email [email protected]

BILLING

How much is the LOVE GOODLY box?
Our regular bi-monthly subscription box is $29.95 every other month and our VIP bi-monthly subscription box is $47.95 every other month. Both subscription boxes include free shipping (tax applicable if in CA). Our one-time Box is $35.00 plus shipping (tax applicable if in CA).

We also have a non-renewing 6-Month Prepaid LOVE GOODLY boxes (3 boxes in total) for $105 plus shipping (available for US only, tax applicable if in CA). If you are in Canada and would like the prepaid 6-month LOVE GOODLY boxes, please email [email protected]
Can I switch from the VIP subscription back to the regular subscription (or vice versa)?
Yes, you can! Simply login to your account, go to the Subscriptions section, and click on Edit. Then under Choose a New Product, select the new bi-monthly subscription you would like and then confirm by clicking on Change.

If you made the change prior to the renewal date, your next box renewal will be the new subscription product. If you changed the product after the renewal date, the new subscription product will be applied to the next box renewal.

Or, you can always email [email protected] and we can asssist you further from there!
When will I be billed?
After your initial box purchase (which charges immediately), you will be renewed on the 28th of the month prior to the shipping month - regardless of your initial signup date. Unless you skipped a box renewal, please disregard the renewal date noted in your Customer Account page.

For a more detailed timeline, please refer to the table below.

February/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

If you were a prepaid 6 or 12-month subscriber prior to July 2017, your subscription will automatically renew as a bi-monthly subscription plan after your last prepaid box. If you would like to cancel, please refer to the cancellation policy below.

If you purchased our 6-month Prepaid Boxes starting in July 2017, you will not be renewed after your last box. If you would like to receive another 3 boxes, you must purchase the 6-month Prepaid Boxes again; or you can always start a bi-monthly subscription.
I just paid for my first box. Why am I being charged again?!
After your initial box purchase, your next box renewal will occur on the 28th of the month prior to the shipping month -- regardless of when you first signed up.

For example, if you signed up and started your subscription on July 5 and you received your June/July box, your next box renewal will still occur on July 28 for the August/September box. You can always skip your next box renewal if you do not want to be charged right away.
What forms of payment do you accept?
We accept Visa, American Express, Mastercard, and Paypal.
I cannot pay for my box on the 28th. Can I pay for it later?
If the payment method on file is declined on the 28th, customers have 10 more days (includes weekends and holidays) to update their payment information. If after 10 days their payment information has not been updated, the subscription will be automatically marked as “expired” on the 11th day.

If you would like to pay for your box earlier than the 28th, please email [email protected] and we will arrange that for you.

Can I pause my subscription?
No, but you can always skip your next box renewal! Login to your account here, go to the Subscriptions section, and click on Edit. Then on the top righthand corner, click on Skip Next Box Renewal. You can skip as many boxes as you would like -- during the skip period, you will not be bill not receive any boxes. If you need further assistance, please contact [email protected]

The deadline to skip your next box renewal is on the 27th of the month prior to shipping. Any skips received after the 27th will be applied to the next box.

Skip the February/March Box Skip by January 27
Skip the April/May Box Skip by March 27
Skip the June/July Box Skip by May 27
Skip the August/September Box Skip by July 27
Skip the October/November Box Skip by September 27
Skip the December/January Box Skip by November 27
I skipped my box renewal, but I was still billed!
If you skipped your box after the 27th, your skip will applied to the next box. If you skipped your box before the 27th, please contact [email protected] and we will look into it!
Can I cancel my subscription?
We are sad to see you go! To cancel your subscription, you must email us at [email protected] Please let us know the reason why you would like to cancel -- we appreciate any and every feedback as we strive to improve future boxes.

In order to be fully canceled, you must receive an email confirmation. If you haven’t received an email confirmation within 24-48 hours, please contact us again!

All cancellation requests must be received by 11:59pm PST on the 20th of the month prior to shipping. Please refer to the table below for a detailed timeline. Any cancellation requests received after the 20th will be applied to the next box -- no exceptions.

Cancel the February/March Box Email by January 20
Cancel the April/May Box Email by March 20
Cancel the June/July Box Email by May 20
Cancel the August/September Box Email by July 20
Cancel the October/November Box Email by September 20
Cancel the December/January Box Email by November 20
I cancelled my subscription. Why am I still being charged?
If you emailed us after the 20th, your cancellation will be applied to your next box. If you emailed us before or by the 20th and you were still renewed, please contact [email protected] immediately and we can assist you further.

How do you ship the LOVE GOODLY boxes?
All boxes are shipped via USPS First Class or USPS First Class International

If you placed an order prior to the 1st of the shipping month, your box will ship USPS First Class or First Class International via DHL.

If you placed your order or were renewed after the 1st of the shipping month, your box will ship via USPS. Your box will ship within 1-2 business days and arrive within 1-5 days depending on your location.
Where do you ship?
We ship within the continental US as well as Alaska, and Hawaii. We also ship to APO/DPO/FPO addresses, P.O. boxes, US territories, and Canada.

If you are located outside these areas, please email [email protected] for more information on how to get a LOVE GOODLY box sent to you!
When do the LOVE GOODLY boxes ship?
All boxes start shipping on or around the 5th of the month. Please refer to the table below for a more detailed timeline:

February/March Box Ships on February 5
April/May Box Ships on April 5
June/July Box Ships on June 5
August/September Box Ships on August 5
October/November Box Ships on October 5
December/January Box Ships on December 5

If the 5th lands on a holiday or weekend, the box will start shipping the next business day.

If you subscribe or place a Gift Box order after the 5th, your box will ship within 1-2 business days after placing your order.
How do I know which LOVE GOODLY box I am receiving?
It will be noted on your order confirmation as well as our homepage. It will also be noted on our checkout page. If you are unsure, please contact [email protected] prior to placing your order, and we will help you out!
How much is shipping?
Our regular and VIP bi-monthly subscription boxes have free shipping for those within the continental US, Alaska, and Hawaii, as well as APO/DPO/FPO addresses, PO boxes, and US territories.

Our one-time boxes have a shipping fee depending on your location, and our 6-month prepaid boxes have a flat $11.85 shipping fee (U.S. only).
When will I get my tracking number for my LOVE GOODLY box
You will receive your USPS tracking number via email on or around the 5th. If you have not received your tracking, please email [email protected]
When can I expect my LOVE GOODLY box to arrive?
If you are a renewing subscriber or if you placed an order prior to the 1st of the shipping month (i.e. August 1 for the Aug/Sept box, October 1 for the Oct/Nov box, etc.), all boxes ship USPS First Class via DHL. They collect, sort, process, and distribute the boxes to your local USPS facility, which may add an additional 1-10 business days from the day your box was processed to be delivered.

For a more accurate status of your box, please enter your USPS tracking number here. You will receive your USPS tracking number in the tracking email we will send you after your box ships.

If you placed your order or if you were renewed after the 1st of the shipping month, your box will ship via USPS First Class/First Class International. Your box will arrive within 1-5 days depending on your location. You can track the status of your package here.
Can I get my LOVE GOODLY box shipped to me quicker?
All LOVE GOODLY boxes ship on or around the 5th, and we cannot ship any earlier.

If you would like to upgrade your shipping service to Priority Mail or Priority Mail International, please contact [email protected] before or after placing your order. Please note that there will be an additional shipping fee.
Can I get my LOVE GOODLY box shipped after the 5th but arrive on a specific date?
Yes, you can! Please contact [email protected] to make arrangements.
My status says my box was delivered, but I haven’t received it.
Sometimes USPS prematurely marks a package as “delivered” before it physically arrives to you. That said, please wait 1-2 business days for your box to arrive. If you have haven’t received your box after 3 business days, please contact [email protected] immediately.
It's been more than a week, and I still haven't received my box.
We are sorry that happened! Please contact [email protected] for further assistance. Replacement boxes are subject to a shipping fee.

FOR HAWAII, ALASKA, APO/DPO/FPO, & US TERRITORY ADDRESSES

Free shipping is included with your subscription box, but please note that it may take up to 30-45 days for the box to arrive to you as we do ship via USPS first class. If you would like to upgrade your shipping (for an additional shipping fee per box), please email [email protected]

We are not responsible for any delays or any additional fees incurred beyond the standard postage -- once the box is shipped, it is out of our hands. Replacement boxes/items are subject to a shipping fee.

FOR CANADIAN ADDRESSES ONLY

A flat shipping fee of $14.95 USD is automatically applied at checkout and with every box renewal. All boxes ship via USPS First Class International, which may take up to 30-45 days to be delivered. If you would like to upgrade your shipping (for an additional shipping fee per box), please email [email protected]

We are not responsible for any delays or any shipping fees incurred beyond the standard postage -- once the box is shipped, it is out of our hands. Replacement boxes/items are subject to a shipping fee.

An item arrived to me damaged.
We are sorry to hear that! Please email [email protected] - with a brief description and an image of the damaged product - upon receiving your box. We will assist you further from there.
I do not like any of the items inside my box. Can I return/exchange it?
All items inside the box are FINAL SALE, non-refundable and ineligible for an exchange. However, if there is an allergy issue or if there is an error in your shipment, please contact [email protected] and we will assist you further from there.
I requested a specific color or shade, but I did not receive it.
We are sorry about that! We do our best to fulfill customizations but it is not guaranteed you will receive your request; all custom requests are fulfilled while supplies last. But, please contact [email protected] and we will assist you further from there.

Can I give LOVE GOODLY as a gift?
Yes, you can! You can purchase bi-monthly gift subscription here and mark it as “This is a Gift.” Or, you can purchase a one-time Gift Box here.
Can I give a LOVE GOODLY gift card?
Yes, you can! To purchase an online gift card, click here. Gift card values range from $10 to $500 USD. At checkout, make sure to include the recipient's name, email address, and a gift message. The recipient will receive an email with the gift card code, and you will receive an order confirmation via email.

We do not send physical gift cards, unless you request one. If you would like for us to send one, follow the same steps when checking out; but in the Gift Message field, make sure to note that you would like for us to mail a gift note/card. Please include the recipient's mailing address in the shipping information.
I received a LOVE GOODLY Gift Card. How do I redeem it?
To redeem your gift card in our online shop, add items to your cart and fill out your billing information at checkout. On the righthand side, enter the Gift Card code in the Coupon or Gift field and click Apply. Any amount owed will be billed on your provided card information. If you would like to view the remaining balance on your Gift Card, please contact [email protected] and we are more than happy to assist.

To redeem your gift card for our bi-monthly subscription box, fill out the billing information at checkout. On the righthand side, enter the Gift Card code in the Coupon or Gift field and click Apply. If there is a remaining balance on the Gift Card, it will be used for your next box renewal. And, any amount owed will charged on your card on file.
Do you have a 6 or 12-month plans for gift subscriptions?
We have a non-renewing 6-Month Prepaid LOVE GOODLY box option here. Recipients will receive 3 bi-monthly boxes in total. Or, if you would like to send a specific number of boxes, please contact [email protected] and we are more than happy to make special arrangements.
Do you notify the recipient when the package is shipped?
The buyer will be the primary contact when the tracking number is emailed. If the recipient’s email address is provided, then we will also email the recipient to let him/her know a box is on its way.
How do the LOVE GOODLY gift boxes ship?
We ship all gift boxes and gift subscriptions like our bi-monthly boxes. There is no additional wrapping or ribbons, but we do handwrite the gift notes (so make sure to include who the box is from!).

If you would like for us to wrap it in kraft paper so that you can include your own note or wrap it with your own paper, please contact [email protected] as soon as you place your order.
Can you ship my gift box earlier/later?
If you would like for the box to arrive by a certain date, please contact [email protected] prior to placing your order. Please note that there may be an additional shipping fee if you would like to upgrade the shipping to Priority Mail.
I want to cancel my gift subscription, but the recipient would like to continue receiving the boxes.
We are more than happy to help! Please have the recipient create his/her own subscription or he/she can contact [email protected]

WELCOME TO LOVEGOODLY!
Use this coupon code at checkout
MYLOVE10
and get 10% your first box order.