Customer Guide: Managing Your Subscriptions
Welcome! This guide walks you through everything you can do as a subscriber — from purchasing your first subscription to managing payments, skipping a delivery, and more.
Accessing Your Account
To manage your subscriptions and payment methods, you must be logged in to your account.
Visit the store and click Sign In (or My Account) in the top navigation.
Enter your email address and password, then click Sign In.
Once logged in, your account menu will include the following sections (where enabled):
My Subscriptions - view and manage all your active subscriptions
Payment Methods - add, edit, or remove saved payment methods
Upcoming Deliveries - see everything scheduled for future billing cycles.
Note: You must have an account (not a guest checkout) to purchase or manage subscriptions.
Purchasing a Subscription
When you add a subscription product to your cart and proceed to checkout, a few things work a little differently from a standard purchase.
You must be logged in
If you are not already logged in, you will see a message at checkout:
"We found a subscription product in your cart. You must be logged in to successfully purchase a subscription."
Log in with your existing account, or create a new one directly at checkout by filling in your first name, last name, and email address, then clicking Register.
Storing a payment method
Before placing your order, you will be asked to confirm:
"I understand a card must be stored on file for subscription purposes."
Check this box to acknowledge that your payment method will be saved for future subscription charges.
Placing your order
Select a saved payment method from your card list, or enter new card details.
Review your order summary.
Click Place Order to complete your purchase.
You will be redirected to an order confirmation page once your order is successfully placed.
Viewing Your Subscriptions
Log in to your account.
Click My Subscriptions in your account menu.
You will see a list of your subscription bags - each one represents a subscription container that can hold one or more products.
Each subscription bag displays:
The subscription name
The date you subscribed
The products included (your rate plan charges)
The next charge date for each item
Your current payment method and shipping address for that subscription
The subscription status (Active, Paused, or Cancelled)
If you have no subscriptions yet, you will see:
"You don't have any subscription yet."
Managing a Subscription
From the My Subscriptions page, you can update almost every aspect of your subscription. Click View Plan Details on any subscription bag to expand the full details and available actions.
Change Payment Method
Under your subscription bag, find the Payment Method section.
Click ( Change ) next to your current card.
A dialog will appear listing your saved payment methods - select the one you want to use.
Click Save changes.
Change Shipping Address
Find the Shipping Address section within your subscription bag.
Click ( Change ) next to your current address.
Choose an address from your address book, or click Add new Address to enter a new one.
Click Save changes.
Note: Changing your shipping address may affect your shipping rate.
Skip or Reschedule a Charge
If you need to skip your next delivery or move it to a different date:
Find the product line item you want to adjust under Plan Details.
Click Skip, Reschedule, or Skip/Reschedule (the button label may vary).
In the dialog:
To reschedule: select "Schedule Charge," then pick a new date from the calendar.
To skip: select "Skip Charge," then type `SKIP CHARGE` in the confirmation field to confirm.
Click Save changes.
A message will confirm your charge has been rescheduled or skipped.
Edit a Product or Quantity
Find the product you want to change under Plan Details.
Click Edit Product to change the product variant, or Edit Quantity to adjust the quantity.
Make your changes in the dialog that appears.
Click Save changes.
Pause a Subscription
If you want to temporarily stop your subscription without cancelling it:
Find the rate plan you want to pause under Plan Details.
Click Pause.
In the confirmation dialog, type `PAUSE` in the text field.
Click Pause to confirm.
Your subscription will be paused immediately. You can resume it at any time (see below).
Resume (Continue) a Subscription
To resume a paused subscription:
Find the paused rate plan under Plan Details (it will show a Paused status).
Click Continue.
In the confirmation dialog, type `CONTINUE` in the text field.
Click Continue to confirm.
Your subscription will resume immediately and future charges will proceed as scheduled.
Cancel a Subscription
If you would like to cancel an entire subscription plan:
Find the rate plan you want to cancel under Plan Details.
Click Cancel Plan.
In the cancellation dialog:
Select a reason for cancellation from the dropdown (required).
Type `UNSUBSCRIBE` in the text field to confirm.
Click Cancel Plan.
Important: Cancellation is immediate and cannot be undone. You will see a confirmation message once the plan has been cancelled.
Cancel a Single Item
To remove just one product from a subscription (without cancelling the whole plan):
Find the specific product line item under Plan Details.
Click Cancel Item.
In the dialog, type `UNSUBSCRIBE` to confirm.
Click Unsubscribe.
Managing Payment Methods
View Saved Payment Methods
Log in to your account.
Click Payment Methods in your account menu.
You will see all your saved cards, each showing:
Card brand and last 4 digits
Expiration date
Cardholder name
Billing address
Priority badge (Primary or Secondary)
Add a New Payment Method
On the Payment Methods page, click the Add new payment method tile (shown with a + icon).
In the dialog:
Select a billing address from your address book.
If your address book is empty, you will be prompted to add an address first.
If the store uses more than one payment processor, select your Payment Gateway.
Enter your card details:
Name on Card
Credit/Debit Card Number
Expiration Date
CVV (where required)
Click Save Payment.
Your new card will appear on your Payment Methods page immediately.
Edit a Payment Method
On the Payment Methods page, click ( Change ) next to the expiration date on the card you want to update.
Update the expiration date (and name, if applicable) in the dialog.
Click Save Payment.
To update the billing address on a card, click ( Change ) next to the billing address shown on the card.
Set a Primary or Secondary Card
Your Primary card is the default card used for subscription charges. You can also designate a Secondary card as a backup.
On the Payment Methods page, click the More menu (⋯) on the card you want to promote.
Select Set as Primary or Set as Secondary.
Remove a Payment Method
On the Payment Methods page, click Delete on the card you want to remove.
A confirmation dialog will appear showing the card details.
Click Confirm Remove.
Note: You cannot remove a payment method that is actively linked to a running subscription. You will need to update that subscription to use a different card first.
Viewing Upcoming Deliveries
The Upcoming Deliveries section gives you a calendar-style view of everything scheduled for your future subscription cycles.
Log in to your account.
Click Upcoming Deliveries in your account menu.
Deliveries are organized by month and day. For each scheduled delivery you will see:
Product image and name
Subscription bag name
Payment method and shipping address
Rate plan name
Estimated subtotal and total
Click on a delivery to expand the individual line items with pricing details.
If nothing is scheduled, you will see:
"You don't have anything scheduled."
Managing Your Addresses
Your shipping addresses are managed through your main account address book.
Log in to your account.
Click Addresses in your account menu.
From here you can:
Add a new address
Edit an existing address
Delete an address
Your saved addresses are used across your subscriptions for both shipping and billing. When you change a shipping address on a subscription, you can also add a new address directly from that dialog without leaving the subscriptions page.
Shipping Protection Claims
If your order was covered by shipping protection and your package was lost, damaged, or delayed, you can submit a claim directly from your order history.
Log in to your account.
Go to Orders in your account menu and find the relevant order.
Open the order detail page.
Scroll to the Protection Claim section.
Click Submit a Claim.
Fill in the claim form.
Click Submit.
You will receive a confirmation message once your claim is submitted. To check the status of an existing claim, click View status on the relevant order.