FAQs

SUBSCRIPTION FAQS

Login to customer account

You can access your customer portal through your store account login. If you have not registered an account, you will need to create an account using the same email address used at checkout.

Once your account is registered, you can log in and access your customer portal by clicking on the Manage Subscriptions link.

You can also access your account using a direct link to the customer portal. This link is normally sent in the Subscription Confirmation email when you begin a subscription and the Upcoming Order email. 

Update your billing information or email

To update payment information:

  1. Login to the customer portal.
  2. Click the Payment Methods tab.
  3. Click Add new payment method and enter the payment method details.
  4. Click the Subscriptions tab and click Edit on the subscription to be updated.
  5. Expand the Shipping and Billing section and click Use this shipping and billing pair to select the new payment method.


  6. Return to the Payment Methods tab, expand the old payment method and click Remove payment method.

Update shipping address

Update shipping address for a specific subscription

You can update the shipping address for a specific subscription:

  1. Login to your customer portal.
  2. Click on Subscription and scroll down to Shipping Address.
  3. Click the arrow to expand.
  4. Select one of the other shipping addresses.
Note: This only affects the shipping/delivery address, this does not update billing information related to the method of payment.

 

Update an existing shipping address

You can update existing shipping addresses from the Shipping tab:

  1. Login to your customer portal.
  2. Click on Shipping. This will display all shipping addresses on your customer account.

Click the link on a specific address will allow you to update it as needed or click on the Add Address button to add an address.

Skip a delivery  

Log in to your customer portal to skip a delivery.

  1. Click the Delivery Schedule tab to see all upcoming deliveries for your subscriptions.
  2. Click Skip next to the delivery you would like to skip. If you want to unskip a delivery, click Unskip next to the order.

Edit your next order date

Login to your customer portal to adjust the order date:

  1. Click Subscriptions and then click on Edit. 
  2. You will be taken to a page where you can edit the next order date for your subscription. 
  3. Once you select the new charge date you can click on the Update next shipment date.

change_charge_date_in_customer_portal_from_edit_subscription_page.png 

Add a one-time product to a subscription

One-time products can be added to your subscription order. Login to your customer portal to add products:

  1. Click the Subscriptions tab and select Edit next to the subscription you want to add a product to. 
  2. Hover over the product you want to add and select Add one-time. This automatically adds the product to your shipment. 

You can also add one-time products using the Add a Product button on the Subscriptions tab.

To manage or delete a one-time product:

  1. Click the Delivery schedule tab.
  2. Select Manage add-on.

manage_add_on_in_customer_portal_delivery_schedule_page.png

 

Cancel a subscription

In order to cancel your subscription, you will first need to log in to your account.

  1. Login to your customer portal.
  2. Click Subscriptions and Edit.
  3. Scroll down to the bottom of the page and click on the Cancel Subscription. If required provide a cancellation reason and confirm the cancellation by clicking Proceed.

cancel_subscription_from_customer_portal_subscriptions_edit_page.png