Below are the answers to our most asked questions. If you don't see your question, please contact us at hello@themilkybox.com
What are the advantages of our subscription model?
1. We know for a mother or father every second is valuable! By setting up a subscription, you won't have to think about or worry about if you have enough formula.
2. If you use our subscription model you save up to 11% on every order. This saves our customers on average $200 - $500 a year depending on your very unique needs!
3. As a subscription customer, you are always priority to us with the advantage of extra subscriber inventory and always get shipped first!
How Can I Set Up a Subscription?
Setting up a subscription is very easy – just follow these 3 easy steps:
A - CHOOSE A PRODUCT
Search for the product you want to order and simply click on the product. In this example, I picked one of our best selling products, HiPP Dutch Stage 1.
B - CHOOSE QUANTITY & SELECT SUBSCRIBE AND SAVE
1. Choose the quantity and save even more when buying multiple units.
2.To subscribe use the "Subscribe & Save" -option and set your delivery frequency. Don’t worry you can change all these settings every time on in your subscription management interface.
3. Press on the add to cart button.
C - CHECK YOUR CART
After clicking on the "Add to Cart" Button your subscription product will show up on your card and you can see the shipping interval in the products description (in this case "Every 2 months") Now simply click on the "Check Out" button and follow all the steps and your subscription will be activated.
There is nothing else you need to do to activate your subscription!
You can add as many products to your subscriptions as you want and you can have different shipping intervals. Always keep in mind you can change everything yourself all the time in your subscription interface (more about the interface you find further down in this article).
LOGIN OR CREATE YOUR ACCOUNT
To be able to manage your subscription you can simply login to your account if you have already created one. Just click here.
If you haven't created an account yet don’t worry - just create one by using the same email address as you used to order your subscription, our system will then automatically display all your orders and subscriptions connected to this e-mail addresses!
Our software and interface make it quite easy for you to do all the changes you want to make in no time!
After login in you will see your account overview page.
1 - GO TO MY ACCOUNT
2 - SUBSCRIPTIONS
To manage your subscriptions, click on the name of the formula under your active subscription.
3 - CHOOSE OPTIONS FROM THE MENU:
View / Update Card
This will allow you to view and update your credit card details
Update Addresses
This allows you to update your shipping address. This is located under the shipping addresses tab. Please make all changes one week prior to shipping your order or we cannot guarantee the order won't be sent to the incorrect address.
Change Upcoming Order Date
This will allow you to change upcoming orders. This is under the upcoming orders page.
Upcoming Orders
This will allow you to see and skip upcoming orders
Purchase history
This will show you all transactions from the past.
Product QTY
This will allow you to change your product quantity. This is on the product detail page, under the subscriptions tab.
Swap Products
This allows you to easily swap products – for example, if you want to move to the next stage, you can simply use our swap products function. This will be displayed under the product detail page, under the subscriptions tab.
Add A Product
This will allow you to add as many products as you wish to your subscription. This will be displayed under the subscriptions tab.
Cancel Order
Will allow you to cancel your order. This is under the product details page, under the subscriptions tab.
Please make sure all changes made to any subscriptions are made one week prior to your next shipment. Example if your shipment date is on the 30th of each month, all changes need to be made by the 23rd of that month.
We are not responsible for any changes that are made to your account.
We are here for you!
If you have any other questions or need help, remember we can also make all the changes for you! Please contact us here
What is your subscription cancellation policy?
If you are a subscriber and would like to cancel your account, please login to your account and cancel.
Having problems logging into your account to cancel? Please reach out to us at hello@themilkybox.com.
Please note, due to the large quantity of emails received daily, we don't cancel subscriptions initially for customers. We encourage customers to adjust their accounts individually so they can ensure cancellations are completed prior to the next shipment.
Our staff is not responsible for cancelling customers' recurring subscriptions. If you have requested a subscription cancellation through a customer service representative and have not received confirmation from customer service that your subscription has been cancelled, please be advised your next subscription could potentially ship.
Your subscription is NOT cancelled unless you have received confirmation.
Legal Disclaimer
All shipping time frames are estimates and do not begin until the tracking shows the package has left the country of origin.
Business days are defined as Monday through Friday only! Holidays or weather delays in the US and EU are not counted in the shipping time frame.
Please allow 1-5 business days for your order to be process, packaged, quality controlled and placed for shipping.
We do not have control or jurisdiction over shipping carriers. We do not have any control or jurisdiction over the length of time that customs take with each and every package they receive. US Customs and the FDA are in control of what is and what isn’t let through customs.
**If customs or a carrier decides to charge a duty fee, please let us know. This is not something that we personally charge you. **
There may be slight delays if a product is about to be restocked. We will email you if it is longer than 2 days.
Cancellations of orders:
If you accidentally make a purchase, let us know to cancel your order within 1 hour of placing the order ex: Order placed at 10:00am PST/12:00pm CST/1:00pm EST, the requested cancellation must be made no later than 11:00am PST/1:00pm CST/2:00pm EST. We cannot guarantee your refund as the order might have been processed and shipped; this timeframe provides the best chance as at a cancellation.
Your refund takes between 3-5 business days to process back to your method of payment.
Additionally, all cancellations have a cutoff time of 9:59pm PST/11:59PM CST/12:59 EST, Sunday through Thursday, after which we cannot process cancellations. Unshipped Friday orders can be canceled up until Sunday 9:59pm PST/11:59PM CST/12:59 EST.
**ALL CANCELLATION REQUEST MUST BE MADE WITHIN ONE HOUR OF THE ORDER HAVING BEEN PLACED. PLEASE USE OUR CHAT BOX ON OUR WEBSITE FOR ALL CANCELLATION REQUEST OR THEY WILL NOT BE HONORED. **
** https://themilkybox.com/ please click the leaf on the right-hand side of the page for the chat box. **
Please contact us within 3 business days of receiving the product, if there are any issue with the product, so that we may help you. If you reach out later than 3 business days, we may not be able to help remedy the issue.
What is your return policy?
Unfortunately, our return policies are strict on food items and therefore we are not able to accept any returns of any food products. The reason for this is to keep all of our customers safe. It also makes a huge impact on our inventory for all of our customers. We refuse to re-sell items that are returned. All of our products are new, unused, and unopened. All terms and policies are subject to change at any time without notice.
What is your refund policy?
Damaged Product:
If you received a damaged item, we apologize! Please rest assured that the product is safe and can still be used. At times, the boxes or cans can get damaged while in transit.
If the pouch is sealed or the can still has its freshness seal intact, then it is just simply cosmetic damage, there is no need to contact us as the product is still safe to use.
If your package is severely damaged, where the pouches are damaged or the can has the seal opened, please contact us with pictures to hello@themilkybox.com. We will work with you to make sure you get a usable product.
Incorrect Product:
We are deeply sorry if a mistake was made in processing your order. Please email us at hello@themilkybox.com immediately with your order number.
Please contact us within 3 days of receiving the shipment. Please attach in your email photos of the false item(s) you received so that we may help identify the mistake. We’ll send you the correct product right away, in instances that it was our mistake.
We will work with you in procuring away to return the incorrect product(s). If the correct item is no longer available, we’ll credit your original form of payment.
Please allow 48 hours for the credit to appear on your statement. A copy of your packaging slip must be sent with returns.