We hear you, and we're so sorry for the confusion! Seeing an unexpected charge after cancelling is frustrating, and we want to make it right. Here's exactly what may have happened and what we'll do about it.
Why You May Have Still Been Charged
Our subscriptions are processed through an automated billing system, which means your renewal charge is triggered by the date you placed your original order and the frequency selected at checkout. This marks the start of your billing cycle, when your order is prepared for shipment. .
If your cancellation was submitted after your billing date had already passed, the charge for that cycle was already in motion and couldn't be stopped. This isn't a mistake, it's just a matter of timing!
The 5-Minute Cancellation Window
Once an order is placed or a charge is processed, there is a 5-minute window during which changes or cancellations can be made. After those 5 minutes, the order has already entered fulfillment and can no longer be cancelled or refunded through the system. Please see article: Can I Cancel or Change My Order? The 5-Minute Window Explained for more details.
We know that's a tight window, however our team is working around the clock to get orders out as quickly as possible.
What We'll Do for You
Even though the charge was technically valid, we want to make sure your paying for only the products you want to receive as part of your subscription. So here's our commitment:
If you cancelled your subscription and were still charged, we'll make it right with a courtesy refund. 💛
Simply reach out to our Customer Experience team and we'll take care of it for you!
How to Reach Us:
💬 Text us immediately: (310) 620-1535 (5am–5pm PST)
📞 Call us immediately: (888) 804-4318 (5am–5pm PST)
When you reach out, just let us know:
- The email address on your account
- The product that was charged
Want to Avoid This in the Future?
Here are a couple of tips to help:
- Cancel a few days before your next billing date to make sure your cancellation is processed before the next renewal.
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Want to pause instead of cancel? You can skip a shipment or delay your next order right from your account instead of canceling