Subscribe & Save FAQ
You've got questions - we've got answers!
TABLE OF CONTENTS
- How do I get a subscription for a product?
- How do I check my subscriptions?
- I'm not sure how often I'll need a product refilled/replaced. What should I do?
- I changed my mind. Can I cancel or change my order?
- When do I get charged for my orders?
- Will I be notified of my upcoming orders?
- Can I get a subscription on refills as well?
- Can I add more products to my subscriptions later on?
- Do I pay for shipping every time?
- How long does shipping take?
- I'm local - can I pick up my order or have it delivered?
- Can I add non-subscription products to my subscription orders?
- Can I use a gift card for my subscriptions?
Can I send or gift a subscription to someone else?
1. How do I get a subscription for a product?
On the product page for each eligible product , you'll be given the option of a one-time purchase or to subscribe & save. Select Subscribe & Save and then from the drop down menu, select how often you'd like it delivered. Lastly, add it to your cart. Once you check out, you'll automatically be enrolled in the subscription program for the products you subscribed to
2. How do I check my subscriptions?
After purchasing a subscription, you'll automatically be enrolled in the subscription program. You can check out your subscriptions by logging in to your account . If you don't have an account yet, you can request an account invite . Once you log in, from your account page, click on Manage Subscriptions under Account Details. You can access your account page by clicking on the person icon in the top right hand corner of the site.
3. I'm not sure how often I'll need a product refilled/replaced. What should I do?
Not to worry! You can change your delivery schedule at any time. This means if you registered your subscription for a delivery every 4 weeks, but after 3 weeks you realize you won't need more just yet (or you need some sooner!), head into the subscription portal in your account and change the delivery schedule (how often you receive it) and/or the calendar date you'd like to receive your next order
4. I changed my mind. Can I cancel or change my order?
Yes! This is a zero-obligation program so you can change your mind or cancel your subscription at any time. We always want you to feel empowered to adjust and modify your subscriptions to meet your ongoing needs.
You'll need to do this by logging in and going into your subscription portal. Click on the Subscriptions tab at the top of the portal and then click on the Subscription/Product you want to make changes to
Here you can make several changes:
a) Swap one product for another (e.g. maybe this month you want to change scents or try a completely new product)
b) Skip this order (e.g. maybe you didn't use as much as usual this month so you want to skip the next order and wait for the next one)
c) Add a discount (e.g. if you have rewards points or a discount code to use, you can add it here)
d) Cancel your subscription
5. When do I get charged for my orders?
You will be charged on your subscription dates, which can be found under the Upcoming Orders tab in your subscription portal
6. Will I be notified of my upcoming orders?
Of course! We know you have a million things to remember so this shouldn't be one more. You will receive an upcoming order email three days before the next billing. Then, you can proactively delay or adjust your order if you don't need any more product at that time, would like to make a swap, add additional items or cancel altogether
7. Can I get a subscription on refills as well?
Yes! All eligible Eralume products can be purchased as refills in the subscription program, as well as refills from our Marketplace such as shampoo, conditioner and toothpaste.
** Please make sure to adjust the quantity when subscribing to refills. For example, if you would like a subscription for a 500 g refill of Dish Soap, please adjust the quantity to 5 as the price is per 100 g. If you're unsure of the quantity to select, check the product page for more info. **
8. Can I add more products to my subscriptions later on?
Absolutely. Login to your account and head to your subscription portal. From the Subscriptions tab, click on the Add A Product Button. Search for the product you wish to add and click on it. From the product page, you can adjust the quantity, frequency and shipment date. Finally, click Add a Product at the bottom of the product page
9. Do I pay for shipping every time?
The same shipping rules apply to subscription orders as regular orders - meaning if your order total is under $100 ($120 if you're outside of Ontario), you will be required to pay for shipping. However, if your order total is eligible for free shipping, you will NOT have to pay for shipping.
10. How long does shipping take?
As soon as payment has cleared, your order will be shipped within 24 hours (either same day or next day). If you live in Ontario, shipments typically arrive within 1-2 business days and out of Ontario, shipments typically arrive within 2-4 business days
11. I'm local - can I pick up my order or have it delivered?
For checkout orders, you will not able to select Local Pickup or Local Delivery (unfortunately this is a limitation of the app and beyond our control). However, you can use the discount code LOCALPICKUP (this will apply to all recurring orders) or LOCALDELIVERY to waive the shipping fee on your first order. For delivery, all recurring orders will apply the local delivery fee.
12. Can I add non-subscription products to my subscription orders?
Yes! You can do so on checkout orders by adding both subscription and non-subscription items to your cart. If you wish to later add non-subscription products to a recurring order, please leave us a note at checkout letting us know you wish for the product(s) to be added to the next subscription order.
If all items combined would make you eligible for free shipping, or you know you're already going to get charged shipping for your subscription order, please select Pick Up at checkout to avoid paying a shipping fee. If you'll be eligible for free shipping, we will adjust the shipping charge on your subscription order manually.
13. Can I use a gift card for my subscriptions?
Unfortunately gift cards can only be used as a payment method for checkout orders containing subscription products, not recurring orders.
14. Can I send or gift a subscription to someone else?
For sure! You'll need to add a new delivery address by going into the order page from the Upcoming Orders tab in your subscription portal. From here, click on the selected address at the bottom and then click on "add a new address". This will give you the option to choose who or where you want it to go to
Still have more questions?
Check out Recharge's how-to guide for navigating the subscription portal HERE
OR contact us with any additional questions you may have. We're happy to help make this process seamless for you!