Frequently Asked Questions

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  1. What is the return policy?

    Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under My Orders. Please review those items, as these terms apply to duplicate items as well.

  2. How much is shipping?

    Domestic subscription orders ship for $1 per kit. A $4 handling fee per kit will be charged for each subscription kit shipping outside of the United States.

    Shipping rates for items from the shop will vary by service type, weight/size of order, and dollar amount of order. Refer to the Checkout page for accurate shipping and handling amounts. Shop items will not be bundled with kit orders. More shipping information can be found here.

    Free shipping for all domestic orders of $100 and Canadian orders of $150. Free shipping applies to Economy shipping only. This excludes digital items and items with fixed shipping.

  3. What does month-to-month commitment mean?

    Month-to-month commitment means that you are signing up for a recurring monthly subscription. Your subscription will continue until you request to cancel.

    We do offer 6-month and 12-month commitment options. Please know you are committing to purchasing 6 or 12 months worth of kits with these options. In exchange for a longer commitment, you will receive better pricing on your kits. Your subscription will continue at the same payment level once you have fulfilled that commitment and until you choose to cancel.

  4. When will my credit/debit card be billed for my subscription?

    Your credit/debit card will be billed when you start your new subscription, then you will be billed on the 18th of each month for your recurring subscription.

  5. How do I cancel my subscription?

    To cancel your subscription, you must contact our Customer Experience team here. To allow adequate time for us to process subscription orders, we ask that you please do not cancel between the 13th and the 18th of the month. If you must cancel during this time, please see below for further details regarding cancellation fees. 

    If you have a month-to-month subscription (other than Stop the Blur) and you request to cancel between the 13th and the 18th of the month, there will be a $15 cancellation fee. After your subscription order has charged and processed on the 18th, you may then get in touch with us to cancel your subscription if you do not wish to continue it. For subscriptions with a six month or twelve month commitment, you will be charged 50% of your remaining commitment at the time of cancellation. Six month and twelve month subscriptions will not incur an additional $15 cancellation fee if they are cancelled after the 13th of the month. Our customer service team is more than happy to answer any questions or concerns you may have regarding the above policies!

  6. I never received my order. What now?

    Please review your shipping address on your order details to ensure all information is correct. For domestic orders with economy service, we can declare a package as lost or missing once it has been 30 days post shipment date. 

    International economy shipping service can take a little longer than domestic shipments.  Because of this, we are not deeming orders lost until after a 45-day period. We are asking for more time for these packages to make their way to you before declaring them lost.  If you never receive your package, we will absolutely honor our lost parcel policy. Please visit our shipping page for more shipping information.

  7. How do I choose add-on items to ship with my subscription order?

    1. Go to your MY ACCOUNT menu and select MY ORDERS & SUBSCRIPTIONS. 

    2. Click on your active subscription link under MY SUBSCRIPTIONS. 

    3. You will then be taken to your subscription box page. Scroll down until you see "Add to your box". Any available add-ons will be shown there with "add to box" button from 12pm ET on the 15th of each month through 11:59pm ET on the 17th. 

    4. You will see "Your Box" on the right side of the page with your contents and can remove add-on items if you need to. Your subscription item(s) and add-ons will be charged on the 18th of each month. 

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