Vegan Nontoxic Eco-friendly Organic Gives Back

Box Questions

The following information applies to our bi-monthly subscription boxes.
For online shop assistance & for assistance on the Subscribe & Save products, click HEREfaq.

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GENERAL BOX INFO · ACCOUNT INFORMATION · BILLING · SKIPS & CANCELLATIONS

SHIPPING · RETURNS/EXCHANGES · GIFTING


ABOUT THE BOX

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

 

We have two bi-monthly subscription box plans you can select from:

ESSENTIAL BI-MONTHLY SUBSCRIPTION VIP BI-MONTHLY SUBSCRIPTION
4 to 5 products 5 to 6 products
$75+ total retail value $115+ total retail value
$34.95 every other month $48.95 every other month
Free US shipping Free US shipping


Each box will have a mix of beauty and/or skincare products as well as other non-beauty/skincare items such as healthy snacks, eco-style accessories or jewelry, and personal care/wellness items.

Boxes will have mostly full-sized products with a possibility of a deluxe sample and/or travel-sized item. However, any other sample size products are a special bonus for you!

 

We also have two non-recurring box options. They are perfect for gift-giving or if you want to give us a try before signing up for a subscription! 

SINGLE ESSENTIAL BOX SINGLE VIP BOX
4 to 5 products 5 to 6 products
$75+ total retail value $115+ total retail value
$39.95 plus shipping $55.95 plus shipping
One box only One box only

 

 FAQs

WHAT IS THE DIFFERENCE BETWEEN THE ESSENTIAL AND THE VIP BOX?

The VIP subscription box has the same items as the Essential subscription box. But, the VIP box will always have one more full-sized beauty or skincare item valued at $35+, and the VIP box will always have a total retail value of $115+

CAN I SWITCH MY SUBSCRIPTION FROM ESSENTIAL TO VIP [OR VICE VERSA]? 

Yes, you can! Contact us at info@lovegoodly.com and we are than happy to assist.

ARE ALL OF THE PRODUCTS VEGAN?

Yes! All products in our box and our online shop are always vegan, nontoxic, and cruelty-free. You can find additional values here.

CAN I REQUEST A GLUTEN-FREE ONLY BOX?

While all items are vegan, nontoxic, and cruelty-free, we cannot guarantee that they are also gluten-free as it is not one of our core values.

If you would like to know if the current or a future box has gluten-free products , please email info@lovegoodly.com prior to purchasing or before you next box renewal.

CAN I CUSTOMIZE MY LOVE GOODLY BOX?

There may be some cases in which we invite subscribers a chance to customize a color, shade, or style!

If an upcoming box has a customization option, they will receive an email with the customization survey link. The survey link will also be included in the customer's renewal or new order confirmation emails.

You can also stay updated by following us on Instagram, Facebook, and Twitter.

Please do NOT include any customizations or personal preferences in the Order Notes. If you have any concerns about ingredients, please email info@lovegoodly.com prior to purchasing or before your next box renewal.

I AM SUBSCRIBED TO THE BOX, BUT I NEVER RECEIVED THE CUSTOMIZATION SURVEY LINK.

Even if you are an active subscriber, in order to receive a customization email and the link, you must also be subscribed to our newsletter (or you must give us consent to send you emails). This is to prevent spam.

Or, you can email info@lovegoodly.com to request the survey link and we can also add you to the list so you do not miss out on future customization opportunities.
 

CAN YOU TELL ME WHAT IS INSIDE THE BOX? 

Well, we do not want to ruin the surprise for you! But, we do reveal at least one spoiler prior to shipping, so stay updated on our social media channels (don't worry, you don't need an account to view our social media channels!). Follow us on Instagram, Twitter, and Facebook.

If you have concerns about ingredients, please email info@lovegoodly.com prior to purchasing or before your next box renewal.

OK, BUT I SAW THE SPOILER... AND I DON'T WANT/NEED/LIKE IT. CAN I SWAP IT OUT FOR ANOTHER PRODUCT?

We are sad to hear you were not happy with the spoiler reveal! At this time, we cannot replace the product out for another as the product has already been reserved and purchased for you. But, we can always skip your next box renewal. Just email info@lovegoodly.com and we will help you out.

If you have questions about the ingredients, please email us prior to your box renewal.

DO YOU USE RECYCLED MATERIALS?

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 is FSC-certified.

In addition, while we try to minimize plastic in every way, we do have some brands & products that may work with plastic.


ACCOUNT INFORMATION

This is our new LOVE GOODLY platform! But, if you signed up for a bi-monthly subscription box BEFORE September 4, 2018, you must activate your account HERE before logging in.

 

To view your subscription


Login
to your account and click on Manage Subscriptions on the lefthand side. From there, you can view your active/cancelled subscriptions.

To reset your password

Go to the login page HERE and click on Forgot Your Password. You should receive a password reset email. However, if you did not receive one, check your spam folder or email info@lovegoodly.com.

To update your payment information

Login to your account and click on Manage Subscriptions. Click on Billing Information and update the applicable fields. If you still need assistance, please email info@lovegoodly.com or give us a call as 1-844-466-3593

To update your shipping address

Login to your account and click on Manage Subscriptions. Click on the Edit link (which is right next to your previous address). Update the applicable fields.

Please note that shipping address updates must be done by the 25th of the month prior to shipping. For example, to change your address for your Dec/Jan box, you must email or call us by November 25. You will also receive a courtesy reminder when you receive your renewal order confirmation email.

Any address changes made after the deadline or after your box has shipped, you are responsible for forwarding the box to your correct address. Click here for more information about USPS Forwarding. Any replacement box shipped to your new address requires an additional shipping fee.

 

PLEASE NOTE THE FOLLOWING...

If you signed up for a bi-monthly subscription before September 4, 2018 AND you use Paypal as your primary payment method, you will need to login to Paypal to view/edit your subscription. Click here for more information.

If you signed up for a bi-monthly subscription before September, 2018 AND you signed up via the Cratejoy platform, you will need to login to Cratejoy.com to view/edit your subscription.

 

FAQs

I AM HAVING TROUBLE UPDATING MY ADDRESS. A MESSAGE POPPED UP SAYING THAT MY STATE AND ZIP CODE DO NOT MATCH... BUT IT DOES!

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 as soon as possible and we are happy to assist.

I UPDATED MY ADDRESS BEFORE THE DEADLINE, BUT IT STILL SHOWS MY OLD MAILING ADDRESS.

We are sorry that happened! Email info@lovegoodly.com as soon as possible with your new address and we will get that fixed. 

MY BOX IS BEING SHIPPED TO MY OLD ADDRESS!

We highly recommend forwarding your mail to your new address. Click HERE for more information from USPS.

Then, make sure to login to your account to update your address for future boxes; or, you can email info@lovegoodly.com and we can update it for you.

If you updated your address prior to the deadline but it is still being shipped to the old address, please email info@lovegoodly.com as soon as possible.

WHY CAN'T I VIEW MY ORDER HISTORY?

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 shown when you first login to your account. To view your subscription box renewals/orders, click on Manage Subscriptions on the righthand side and click on Purchase History.

If you need further assistance, contact info@lovegoodly.com

HOW DO I CANCEL MY SUBSCRIPTION?

Click here for more information about skips/cancellations.


BILLING

After your initial purchase (which charges immediately for your first box), your bi-monthly subscription box renewal will always take place on the 28th of the month prior to shipping* -- regardless of when you first signed up.

Please disregard the renewal date on your account (unless you skipped a box or paused your subscription); always refer to our billing schedule below:

BOX RENEWAL DATE
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 your subscription is still in our previous Cratejoy platform, your renewal may occur a day earlier on the 27th as that is how the Cratejoy system is setup. That said, subscription renewals will start late night on the 27th through early morning on the 28th.

 

FOR 6-MONTH/12-MONTH PREPAID SUBSCRIPTION ONLY

Your subscription will always renew on the 28th after the last box of your prepaid plan.

For example, if you initially signed up for a 6-month prepaid subscription on January 5, 2019 and received the Dec 2018/Jan 2019 box as your first box, your six-month subscription will renew on May 28, 2019 after 3 boxes have shipped.

Another example: if you signed up for the 12-month prepaid subscription on January 5, 2019 and received the Dec 2018/Jan 2019 box as your first box, your one-year subscription will renew on November 28, 2019 after 6 boxes have shipped.

FAQs

I JUST SUBSCRIBED AND RECEIVED MY FIRST BOX. WHY AM I BEING BILLED AGAIN?

All Essential and VIP bi-monthly subscribers are always renewed on the 28th of the month prior to the next box shipping -- regardless of when they first signed up.

One example is if you signed up on July 10 (prior to our cut-off date or before we sell out) and received our June/July box as your first box, your next renewal date is still scheduled for July 28 for the August/September box. After that, you will be back on track with our regular billing cycle (i.e. September f28 or the October/November box, November 28 for the December/January box, and so forth).

Another example is if you signed up on July 10 but we are sold out of our June/July box, your first box will be our August/September box, which will start shipping on/around August 5. Your next renewal will be on September 28 for the October/November box, November 28 for the December/January box, and so forth.

WHEN IS THE CUT-OFF DATE TO SUBSCRIBE AND RECEIVE THE CURRENT BOX AS MY FIRST BOX?

Our cut-off date is on the 15th of the month prior to shipping.

TO RECEIVE [BOX] AS YOUR FIRST BOX SUBSCRIBE/PURCHASE BY
February/March March 15
April/May May 15
June/July July 15
August/September September 15
October/November November 15
December/January  January 15


However, the cut-off date may vary depending on when we sell out! That said, we recommend checking out our homepage and the box product descriptions to see which box is shipping out; or you can email info@lovegoodly.com to check which box is currently shipping.

 

WHAT HAPPENS IF I CAN'T PAY MY RENEWAL ON THE 28TH?

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 before your scheduled renewal and we are happy to delay the renewal for you by a couple of days.

OTHERWISE--

After your initial renewal on the 28th, the first attempt will occur the next day (i.e. September 29).

If no updates have been made, our system will retry the error charges the next day, and then on 6-day intervals up to 30 daysAfter 6 attempts, our system will stop trying to charge your account and your subscription will expire/be cancelled.

If your payment has declined but you no longer want the box, you will NEED to email info@lovegoodly.com to FULLY cancel your subscription. Otherwise, our system will continue to attempt to renew your subscription until you update your payment information or until it successfully renews.

You can always reactivate your subscription by emailing info@lovegoodly.com

IF YOU ARE ON OUR CRATEJOY PLATFORM OR IF YOU SIGNED UP PRIOR TO 9/28/2018 AND YOU USE PAYPAL...

Our Cratejoy platform will send a failed renewal notification email to customers after each failed renewal attempt.

If no updates have been made, the Cratejoy system will then charge the customer 8 times over 11 days.

For example, if you are renewed on November 27th but it did not go through, our system will attempt to renew your subscription everyday from November 29 to December 4. Our Cratejoy platform will pause their failed renewal attempts renewal attempt system From December 5 to 7. Then, it will attempt to renew your subscription one last time on December 8. If the payment information has not been updated by then, your subscription will be marked as 'expired.'

You can always reactivate your subscription by emailing info@lovegoodly.com


SKIPS & CANCELLATIONS

 

 To skip a box

Login to your account and click on Manage Subscriptions. Then, click on Delivery Schedule and Skip underneath the "skip" column. This action will skip one box. If you would like to skip more than one box or skip more than one box, please email info@lovegoodly.com

To pause your subscription

Please email info@lovegoodly.com and let us know how long you would like to pause your subscription for. The re-start date must be confirmed; otherwise, we will pause your subscription for 4 months (aka 2 boxes)

To cancel your subscription

Login to your account and click on Manage Subscriptions. Then, go to Subscriptions and click on Cancel underneath "Actions."

Or, you can email info@lovegoodly.com to cancel your subscription.

 

PLEASE NOTE

The deadline to skip a box or cancel your subscription is on the the 20th of the month prior to shipping. You have until the 20th to login to your account and skip a box or cancel your subscription before the links are disabled until the 5th of the following month. Please find below the exact deadlines for skipping / canceling.

February/March Box Skip or Cancel by January 20
April/May Box  Skip or Cancel by March 20
June/July Box Skip or Cancel by May 20
August/September Box Skip or Cancel by July 20
October/November Box Skip or Cancel by September 20
December/January Box Skip or Cancel by November 20


Any skip or cancellation inquiries made after the deadline will be applied to the next box. Any skip or cancellation inquiries received ON renewal day, will apply to the next box as your order has already been processed.

If you skipped or cancelled before the deadline but were still renewed, do not panic - email us at info@lovegoodly.com and we will look further into it!

 

FOR 6-MONTH/12-MONTH PREPAID SUBSCRIPTION ONLY

You may cancel your subscription anytime before the next renewal. But, the deadlines still apply. For example, if your next renewal is on March 28, 2020 for the next batch of prepaid 12-month boxes, you will need to email us anytime before March 20, 2020.

If you decide to cancel your 6-month or 12-month prepaid subscription, you'll still receive the rest of your LOVE GOODLY boxes, but your subscription will not renew after the last box ships.

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

 

FAQs

I JUST SKIPPED A BOX/CANCELLED MY SUBSCRIPTION. WHY WAS I BILLED AGAIN?

If you requested to skip or cancel prior to the deadline, don't panic -- email info@lovegoodly.com and we will look into it. If you have an original email or message about canceling prior to the deadline, please forward it to us as well!

If you requested to skip or cancel after the deadline, it will be applied to your next box.

I WAS JUST RENEWED, BUT I DON'T WANT THE BOX. CAN YOU CANCEL MY ORDER?

Unfortunately, we cannot cancel your order as your box is reserved for you and the deadline to cancel has passed But, we will have you noted as canceled before the next box renewal. 


SHIPPING 

All LOVE GOODLY boxes are shipped via USPS First Class or First Class International.

Free U.S. shipping is applied to box orders and renewals shipping throughout the continental United States including Alaska, Hawaii, APO/DPO/FPO addresses, P.O. Boxes, and U.S. territories.



If you are an active subscriber or you signed up for a subscription after the previous box's cut-off date, your box will start shipping on/around the 5th every other month via our shipping partner DHL E-commerce. Please refer to our shipping schedule below. If the 5th falls on a weekend or holiday, we will start shipping the boxes one business day before the 5th.

BOX
STARTS SHIPPING ON/AROUND
February/March Box February 5
April/May Box April 5
June/July Box June 5
August/September Box August 5
October/November Box October 5
December/January Box December 5


For example, if you signed up for our subscription on July 20 after our June/July box cut-off date [which is on July 15], then your first box will be the August/September box shipping on/around August 5.

If you are a new subscriber who signed up after our bulk shipping on the 5th or an active subscriber with a late renewal after the 5th, your box will ship within 1-3 business days after your order has been placed. Once shipped, you will receive an email with your USPS tracking number.

For example, if you signed up for a subscription or if your subscriptions renews later on June 10, your box will ship between June 11-13.

 

SHIPPING TO CANADA

A $16.00 USD shipping cost is applied to every box order and renewal shipping to Canada.

UPDATE: If you are an existing subscriber or if you signed up for a subscription after the previous box's cut-off date, your order will start shipping on/around the 5th (please refer to the schedule above).

Your box will ship with out new shipping carrier for our Canadian customers! Not only will you receive your box faster (around 7 business days), but customs and duties are fully covered. Boxes will ship via FedEx and will be handed off to Canada Post for delivery. You can track your package here.

Any new subscription box orders or box orders with a late renewal placed after bulk shipping on the 5th, the box will ship via USPS First Class International. Please allow up to 30 business days for your order to arrive. We are not responsible for any additional fees incurred due to customs and duties.

  

Shipping to Hawaii, Alaska, APO/DPO/FPO, and US territory addresses*

Free shipping is included with your subscription box, but please note that it may take up to 30-35 days to arrive to you as we do ship via USPS First Class. If you would like to upgrade shipping to Priority Mail or Priority Mail Express, please email info@lovegoodly.com. There will be an additional shipping fee per box renewal.

 

FAQs 

WHICH LOVE GOODLY BOX IS SHIPPING OUT RIGHT NOW?

The current box shipping out will always be noted on the homepage, product descriptions, and your new/renewal order confirmation email. If you're still unsure, you can always email info@lovegoodly.com and we are happy to assist.

 

HOW LONG DOES IT TAKE FOR THE LOVE GOODLY BOX TO ARRIVE?

If your box is shipping through our shipping partner (DHL e-commerce), please be aware that they collect, sort, and process your box before distributing your box to USPS. This may add an additional 1-10 business days from the day your box was processed to be delivered. 

For example, if your October/November box was processed on October 7, your box has an estimated delivery between 10/8 and 10/17 depending on your location.

For an accurate status of your box's tracking, please enter your tracking number HEREPlease do not use the USPS website as the site will not show any updates until your box is in the hands of USPS. 

If your box is shipping after our bulk box shipping on the 5th, your order is shipped via USPS First Class. Please allow at least 1-4 days for delivery depending on where it is going and/or should the box come across any delays due to weather or service. You can track the status of your package on USPS's website HERE.

FOR BOXES SHIPPING TO CANADA: With our new shipping carrier, please allow at least 7 business days for your order to arrive. All boxes will initially ship via FedEx before being handed off to Canada Post for final delivery.

 

CAN I HAVE MY BOX SHIPPED TO ME EARLIER THAN THE 5TH?

All boxes start shipping on/around the 5th -- we cannot ship any earlier. However, if you would like to have your box shipped after bulk box shipping on the 5th, please email info@lovegoodly.com as soon as possible and we are happy to make arrangements.

OR, if you would like a faster shipping service and upgrade your shipping to USPS Priority Mail/Priority Mail International or Priority Mail Express/Priority Mail Express International, please email info@lovegoodly.com before or after placing your order. Please note that there will be an additional shipping fee.


 

I RECEIVED AN EMAIL SAYING MY BOX WAS DELIVERED, BUT I CANNOT FIND IT.

Sometimes USPS prematurely marks a package as delivered before it physically arrives to you. That said, we recommend waiting at least 1-2 more business days to see if your order will arrive. In the meantime, check with neighbors, leasing office, around your home, 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.

Any undelivered/missing boxes reported more than one week after the recorded original delivery date, we will do our best to replace but cannot guarantee as inventory levels are very limited. Please email info@lovegoodly.com as soon as possible for further assistance.


RETURNS/EXCHANGES

ALL BOX SALES ARE FINAL.

If you have concerns with an allergy, ingredient, or product consistency, please email info@lovegoodly.com within 24-48 hours upon using or opening the product and we will assist your further from there.

If your item arrived damaged while en route or if you received a defective item, email info@lovegoodly.com within 24-48 hours upon receiving your box. To help expedite your damage inquiry, please include an image or video of the damaged or defective product.

If you are missing a product, please email info@lovegoodly.com within 24-48 hours upon receiving your box and we will assist you further from there.

Any inconsistent, damaged, or missing items reported more than two weeks after you received your box, we will do our best to assist but we cannot make any guarantees due to limited inventory levels. 

 FOR CUSTOMIZED PRODUCTS ONLY 

As detailed in the customization survey page provided in your spoiler or order confirmation email, we do our very best to accommodate customization; however we cannot guarantee you will receive your selection due to limited inventory levels and all customization requests are fulfilled while supplies last.

That said, if you received the incorrect color, shade, or style, please email info@lovegoodly.com and we will do our best to assist.


CUSTOMERS ARE RESPONSIBLE FOR ALL RETURN AND/OR EXCHANGE SHIPPING FEES.


GIFTING

VIEW OUR GIFT COLLECTION HERE

 

SINGLE GIFT BOX & GIFT SUBSCRIPTION

  1. After adding the item to the cart, enter your gift message in the message field prior to checking out.
  2. After clicking "checkout" and creating your account using your email address (you will receive the receipt, order confirmation, and tracking number), please enter the recipient’s shipping information and click "continue."
  3. Enter your billing information and payment method, and click on "place my order."
  4. The buyer will then receive an email confirming your gift order or subscription.

We will include your gift message inside the first box, and you (the buyer) will receive an email with tracking once shipped.

If you would like the gift recipient to gain access to your account, you can change the email address on the account after placing your order. Or, email us at info@lovegoodly.com and we are more than happy to assist. 

 

ONLINE GIFT CARD

To purchase an online gift card, click HERE and select the value you would like to gift.

After checking out and creating/logging to your account using your email address, enter your billing information and continue to payment method (using your card or Paypal information to complete the process).

After placing your order, you (the buyer) will receive an email to view the gift card code.

Please forward the email to the recipient and include your own gift message; OR, you can click on ‘View Your Gift Card’ and print out the code to physically hand to the recipient. 

We do not mail physical gift cards.

 

PLEASE NOTE

The online gift card code will be emailed directly to you. If you would like for the recipient to receive the gift card, you must forward the email to her (or, you can print it out to hand to them in-person).

 

REDEEMING A GIFT CARD

To redeem the gift card, please enter the gift card code in the “Gift Card or Discount Code” field on the right-hand side (the code is not case sensitive). After it is applied, the amount will be reflected (the gift card will also cover the shipping fee, if applicable).

If there is a balance due, it will be reflected in the total amount. If there is no balance due, the total amount will be seen as $0.00 and it will note that your order will be covered by the gift card.

You can view your gift card balance by logging in to your account; or you can email info@lovegoodly.com for assistance.

 

If you would like to use your gift card for a bi-monthly subscription, email info@lovegoodly.com prior to placing your order. Please include all digits of your gift card code, and we will followup with more information.

 

FAQs

THE RECIPIENT WANTS TO MANAGE HER GIFT SUBSCRIPTION. HOW CAN SHE DO THAT?

If the recipient would like to manage her gift subscription, she will need to login using your email and password credentials. From there, she can change the email login and password to her own.

Or, she can email info@lovegoodly.com for further assistance!

CAN I HAVE HAVE RECIPIENT'S BOX ARRIVE BY A CERTAIN DATE?

Yes, you can! Please email info@lovegoodly.com to make arrangements. Please note that we cannot ship boxes prior to the 5th of the shipping month.

CAN YOU EMAIL THE RECIPIENT THE TRACKING NUMBER AND MY GIFT MESSAGE ONCE HER BOX SHIPS? 

Yes, we can! Just contact us at info@lovegoodly.com with her name, email address, and gift message. We will reach out to her with a personalized email message and her tracking number.

CAN YOU CANCEL MY GIFT SUBSCRIPTION AFTER A NUMBER OF BOXES? 

Yes! Just email info@lovegoodly.com - let us know the number of boxes you would like the recipient to receive, and we will take it from there.

CAN I ORDER MULTIPLE GIFT BOXES AT A LARGER QUANTITY? 

Yes, you can! Just email info@lovegoodly.com and we are more than happy to arrange that for you.


 

HAVE ANY OTHER QUESTIONS OR NEED FURTHER ASSISTANCE?

EMAIL INFO@LOVEGOODLY.COM