FREQUENTLY ASKED QUESTIONS

When placing a subscription order you are placing an order for the next month's box, signing up for a recurring monthly billing subscription, and creating your subscription account to manage your subscription service.  After much debate, for now, we have chosen not to use fancy boxes so that savings is passed on to you in the amount and quality of your product.

Subscriptions open on the 1st and end on the last day of each month. All orders will receive the next month’s box as their first box, which ships the following month on or around the 5th. (Example: If you subscribe between April 1-30, you will receive May's box as your first box which ships between May 1-5). Boxes are shipped monthly by or around the 5th and an email is sent with tracking information when shipped. 

Orders placed on the last day of the month must be completed prior to the end of business day for EST, in order to receive the upcoming month's box while supplies last.  Should the order process on the 1st you will receive the following month's box.  

Subscriptions renew monthly on the 11th.  Each box is hand packed by our hardworking team. We are very busy during the month working hard creating the boxes for you, so we can get them in the mail on time. If you have questions that are not answered in our FAQ, please contact us at info@reikirocksandaromas.com.  

To access your subscription, update credit card info, check tracking formation (if available), add/edit/cancel/pause subscriptions, or update your address simply log in to your account.  

Customers are responsible for keeping the information on their account updated and ensuring the information is accurate prior to any payments processing or packages shipping.  If the information on a customer's account is not accurate at the time a payment processes or a package ships, the information currently reflecting on the account will be used to complete the purchase or shipment.  Should a package be shipped to an incorrect address, it is the customer's responsibility to locate their package.  If you need assistance with your account, we can assist.  Just contact us at info@reikirocksandaromas.com.

Emails with order receipt and shipment information are sent to the email address provided for orders or on file for your account.  Please make sure to check your Spam and Junk mail folders if emails from Reiki, Rocks & Aromas does not go directly to your Inbox.  All communication is done by email, so please make sure you are able to receive our emails.  Should you use a private, work, or business email address our communicaitons may be blocked or routed as "spam".  If so you will not receive our emails and we have no way to contact you. 

Lastly, please make sure to read our entire FAQ prior to placing an order.  We have tried to provide you with as much detailed information and in a straight forward manner to be as clear as possible.  

If you have any questions, please don't hesitate to  let us know.

Thank you for all your support!

~ Love, light and lather ~

Reiki, Rocks & Aromas


MANAGING YOUR SUBSCRIPTION

It's easy to manage your subscription at anytime!  When completing your first order you are: purchasing your first box, setting up your monthly subscription, and creating your subscription account.  Your account contains all your order information with options such as: editing your address, credit card, cancelling your subscription, skip a month (or shipment), or switch your subscription options between the boxes being offered. If you have trouble editing your account, please contact us directly.

ONE-TIME BOX OR GIFT SUBSCRIPTIONS

If you want to give a gift to someone else or even gift yourself with a one-time box, you can use the “One-Time Box or Gift Purchase” option.  This is a great way to get introduced to my box by purchasing a one-time box without committing to a monthly subscription.  When purchasing a gift one-time box or subscription, make sure to include the recipient's name and shipping address for the order. 

SHIPPING INFORMATION

Subscriptions ship by or on the 5th of each month.  If there is a delay, you will be notified by email at the email address on file.  Please be patient during shipping time. The entire process is time consuming so please refer to my FAQs for answers to your questions.  If you cannot find an answer to a question, please don’t hesitate to contact me.  Please ensure your mailbox is secure at the time of delivery because we do not replace or refund packages marked as delivered.  If a package is returned it will need to be resent at the buyers expense, so please make sure to check your shipping address and any customs/duty fees before placing an order.

TRACKING INFORMATION

Once your package ships a tracking email is automatically emailed to the email address listed on your account. Make sure you get these email notifications by adding the following email to your safe senders list: info@reikirocksandaromas.com.

INTERNATIONAL SHIPPING

At the moment we only ship within the  United States. As we work our our growing pains, we will ship international. 

INCORRECT ADDRESSES

If you already placed your order and noticed the address is incorrect, please contact us directly so we can update your shipping label.  You will then need to edit your subscription(s) with the correct address in your account.  Please note we must be notified before your box ships (by the 5th of the month), so we can update the mailing software of the correct address for your shipment. If you fail to contact us, your package will continue to ship to the address previously provided on your account and not the correct address.  Please check your shipping address carefully before placing an order.  We do not reship packages at our expense and it will be up to the buyer if the package is returned for an incorrect address, or not being claimed or picked up.

WHEN WILL I BE CHARGED? WHEN WILL MY BOX BE SHIPPED?

Subscriptions recur monthly so you will be charged for your first box when you first order your subscription box and again on the 11th of each month until you decide to cancel.  All boxes ship by or on the 5th of each month with tracking information sent to the email address on your account.  Please allow up to 24 hours for your tracking information to update.   

When a subscription is set to renew, our payment system automatically re-bills and charges the customer to extend the subscription for another term. If the charge was not successful, the subscription is put into Past Due status to indicate there was an issue.

We send failed renewal notifications to customers after each failed renewal attempt so the customer can take action to resolve the issue.  If the transaction has not gone through successfully after 5 days, or by the cut-off date, the subscription will be marked as expired, and no additional attempts to charge the customer will be made.

We continue to retry the charge up to 5 times over 5 days (Your renewal day; which is the 11th + 5 additional days). If a renewal payment is successfully posted by the 16th, the box will be shipped as scheduled. If the last payment attempt is unsuccessful on the 16th, it will put your account in an “Expired” or "Cancelled" status, but you can always “Reactivate” it when you are able. Once it has been reactivated, the status should then update to reflect “Active”.

WHAT IF I NEED TO CANCEL?

We are sad to see you go and hope you will join us again here at Reiki, Rocks & Aromas.  To cancel, simply login to your account.  You will be billed for any boxes already paid for, but your subscription will not renew after that.  Subscriptions must be cancelled by the customer.  If you are experiencing problems trying to cancel your subscription, please let us know.  We can "assist" you with the process.  

Please note subscriptions automatically renew at 12:01 am EST on the 11th of each month with the renewal payment automatically generating a new shipment.  If you do not wish to continue your subscription, you must edit your account prior to the renewal being processed.  If a subscription is cancelled after the renewal payment has processed, you will continue to receive any unshipped boxes you’ve already paid for, but you will no longer be re-billed for any further boxes.  Basically, cancelling your subscription will not cancel your current order that is pending shipment; it only cancels the reoccurring billing process. 

If you have problems cancelling your subscription, please contact us at info@reikirocksandaromas.com.  We can assist you with the process, but we do not cancel subscriptions for you due to security reasons. Additionally, we do not edit credit cards and can only assist you with the process.

It is extremely important to make sure and cancel your subscription before the renewal date if you do not want to continue with your subscription. Otherwise, you will be billed again on the 11th and you will receive the next month's box.  We are unable to refund paid subscriptions and we fulfill what has been paid for and will not charge you beyond that.

WHAT IF I'VE PAID FOR A BOX AND THEN I CANCEL? 

You will be billed for the box you just paid for, but your subscription will not renew after that. For example, you paid for your first box, then you choose to cancel.  You will still receive the first box you paid for, but your account will not renew and you will not receive anymore boxes. Cancelling your subscription cancels the renewing process, however, you will still receive the boxes you paid for.

WHEN DO I NEED TO CANCEL BY TO ENSURE I AM NOT CHARGED AGAIN FOR THE NEXT MONTH?

Make sure you cancel your subscription before the 11th of the month. If you cancel on the 11th or after, you will have already been billed that day and you will still receive the next month's box.  Subscription renewals are automatically processed at 12:01 am EST on the 11th of each month with the renewal payment automatically generating a new shipment.  If you do not wish to continue with a subscription, you must edit your account prior to the renewal being processed.  If a subscription is cancelled after the renewal payment has processed, you will continue to receive any unshipped boxes you’ve already paid for, but you will no longer be re-billed for any further boxes.

REFUNDS, RETURNS, EXCHANGES AND CANCELLATIONS

There are no returns, exchanges, or refunds given on subscriptions, gift subscriptions, or one-time purchase boxes. All orders are final and refunds are not given for 'incorrect choices', 'change of mind' purchases, or for ‘exchanges’. Each box is a magickal surprise which is the idea of a subscription box.  Please make sure to mark your calendar for your renewal on the 11th of each month;  refunds are still not issued after a renewal payment processes and a subscription has then been cancelled.  If a box is returned to sender by the post office or refused by the buyer, it will be reshipped at the buyers expense. Customers will be notifed by email of return and have 5 business days to respond to make redelivery arrangements.  We will provide you the exact shipping charges which can be paid via payment arrangements that we set up.  No refunds are given for returned packages.  Additionally, please make sure to read ALL of the FAQ's prior to ordering.   

RETURNED PACKAGES

Receipts are emailed which provide a summary of your order and the “Ship To  Address”.  A separate tracking email is also sent at the time your box ships, so you can track your package and ensure you or someone is able to receive your package.  Should a package be returned to sender, refused, or if an item is unclaimed or returned due to an address error from the buyer, it is the buyers responsibility to pay to reship the order. 

Please check your shipping address carefully before placing an order.  We do not reship packages at our expense and it will be up to the buyer if the package is returned for an incorrect address, or unpaid customs or fees, or not being claimed or picked up.

We will hold the package and send an email notification advising you that your package will be reshipped at the buyers expense.  No refunds are given for returned packages that are “Returned to Sender” by USPS or that are refused by the buyer.  We will provide you the exact shipping charges which can be paid via payment arrangements that we set up. 

If no response is received from you within 5 business days, to avoid being automatically re-billed in the future under the same circumstances, we will cancel your subscription.  This assures you are not billed for a product being delivered incorrectly.  Then when you access your account, you can reactivate and update your subscription.  Your account will then be renewed and you will receive the next month’s box.  

LOST OR STOLEN PACKAGES, MOVING, RETURN TO SENDER POLICIES

When your box is shipped you will receive an email with your tracking number. Once your package is dropped off at USPS, it's the responsibility of the Postal Service. If you do not receive your package, please e-mail us and we will track the package to the best of our ability. Please contact us via email within 7 days of your package not arriving. Unfortunately, we are unable to replace lost or stolen packages. If a package is lost or returned to sender, or failed delivery for something not our fault it will be sent back to us and it will be up to the customer to pay to have it reshipped. 

If you are moving please notify us prior to the ship date, so we can update the shipping label for your box.  You will also need to log in to your account and manually update your address.  Make sure to perform both actions because changing the address in your account will NOT change the address for the label in the shipping software.  Once shipping addresses have been printed we cannot change the “ship to” address.  Please make sure any address changes are completed before we start shipping boxes by the 5th each month.  If shipping address changes were not submitted to us prior to the shipping date, you are responsible for getting your package from the address it was shipped to.

DAMAGED OR MISSING ITEMS

We do our best to ensure everyone gets each item in their box.  We also understand the postal service can be rough on boxes.  If an item arrives broken or damaged, please contact us immediately at info@reikirocksandaromas.com.  Please keep all damaged items, packaging, and the shipping label so we can obtain photos from you for further handling.

FROZEN OR MELTING POLICY

We strive to provide new and unique items to subscribers such as candles, soaps, lotions, balms, etc., with each possibly being affected in some way by weather conditions or climates. 

Weather is different everywhere, so we simply cannot be held responsible for damaged items due to weather climate or conditions. We ask that you take this into account when placing an order during times when weather is extreme in your area. We ship USPS Priority Mail (two to three business days). We try to get packages to you quickly; however, potentially they may sit in hot or cold postal trucks and/or hot or cold front porches and for lengthy periods. We ask that you monitor your tracking and have someone available to receive your delivery. Please know frozen or melted items are not "broken" items. Most candles, bath and body items are perfectly usable once they warm up or cool down to room temperature.

Thank you for taking the time to review our polices.  We greatly appreciate it.

Reiki, Rocks & Aromas