Returns, skipping and switching boxes, shipping info, mistaken shipments...
Boxes & Subscriptions
Subscription boxes, skipping and switching, unauthorized charges, cancellations...
What's a box?
Basically, it's a collection of products packaged together. In a box. Each one is built around a specific story or theme, with the goal of introducing you to something new – a better way to shave, a stylish take on barware, a new hobby, stuff like that. See more about how and why we build them here.
How does the subscription club work?
All the details are here.
How often do you release new boxes?
We release a handful of new boxes every month (always on the first of the month). Some are new, some are reimagined, and some are past favorites from our archives.
Is there a limit to the number of times I can skip my monthly box?
What if I just want to buy one box and not subscribe?
You can, no problem. Boxes are $55 apiece for non–members, versus when you're a member.
Do boxes always cost the same amount?
Yep. For members, each box is – no matter the contents. For those who are not members, each box is $55.
How are products different from boxes?
In addition to the boxes, we also have standalone products just like a standard online store. You can buy them on their own, or add 'em onto a box order.
Can I get two different boxes this month?
Sure can. You can even get three.
How do I switch boxes if I don't want my initial selection?
For the first five days of the month, you can always opt out of the box we selected for you for that month – simply do the following:
- visit the box page and click Manage My Shipment or click the blue box icon on the top right of your window;
- in "Manage", you can then "Remove" your current box and select a new one.
Alternatively, you can go to the box and click the "Opt Out" button. You can also purchase other boxes we currently have available on the Boxes page.
What's the difference between 'Add to Club Shipment' and 'Add to Cart'?
"Add to Club Shipment" lets you add goods onto your monthly box order, which ships alongside your box. It's especially useful if you want to upgrade your box with extra gear, like adding some extra grooming supplies to a dopp kit box. "Add to Cart" works like most websites – it'll add an item to your cart, and you'll have to checkout to confirm the purchase.
When am I charged?
At some point between the 6th and 15th of the month, roughly a day before your box ships.
How do I skip a box if I don't want to get anything this month?
Easy. If it's within the first five days of the month, go to the box page and click Manage My Shipment
or click the blue box icon on the top right of your window. In "Manage", you can then "Remove" your current box. Alternatively, you can go to the box and click the "Opt Out" button. You can verify by making sure that box is no longer in your box cart.
If you forgot to skip your box in time, no worries. Shoot us a text at 914.326.2765 or an email at firstname.lastname@example.org, and we'll try and hold back the box before it ships. If the order has already shipped, you can quickly and easily set up a free return by following these few steps:
- click the account icon on the top right of the window
- select "Orders"
- select the "Order ID" of the order you'd like to return
- click the blue "Return" button
- select the product(s) you'd like to return and click "Continue"
- select the return kind ("Exchange", "Store Credit", or "Refund") and click "Request a Return Label" – which will then be emailed to you.
I skipped last month's box. Why am I getting another one?
Perhaps you forgot to skip your box this month. Since we're a subscription service, if your subscription is still active, you'll be assigned a box every month. But don't worry, you can skip as many months as you like when you don't want a box. If you think one of the shipments you received was a mistake, you can always set up a free return. You can read how to do that above.
What should I do if I see an unauthorized charge on my account?
Send a text to 914.326.2765 or an email to email@example.com and we'll take care of you right away.
Can I cancel my subscription at any time?
Sure can. You can cancel your subscription by texting (914.326.2765) or calling (888.565.6762) us with your name and the reason why you're canceling. Alternatively, you can email us using this pre–formatted email to cancel (firstname.lastname@example.org – must be signed in). We'll take care of it right away.
Shipping Info & Updates
Tracking updates, delivery estimates and restrictions, drop off, shipping cost...
How long does delivery take?
Standard shipping in the lower 48 takes 4–7 business days. Shipping to Canada takes between 10 and 15 business days since packages need to clear customs, though it can be faster. Shipping to Alaska and Hawaii can take 10–20 business days.
For the lower 48 in the US, you can upgrade your ship method when checking out, if you want. We offer FedEx Ground and FedEx 2–day shipping in addition to our standard shipping option. We ship from Atlanta, GA.
FedEx Ground transit times:
Note that delivery dates are based on when a package ships. For example, if your order is expected to ship on Thursday and you choose 2–day shipping, it should arrive in two business days – which would be Monday (assuming no holidays).
If you received an order shipment email, you'll be able to be able to track your order through the tracking number in that email.
Are you able to guarantee delivery dates?
Generally, we can't guarantee any delivery dates, especially for standard shipping. We're sorry about that. It's out of our hands – it has to do with the carrier's schedule and practices, not ours. But if you absolutely need an order by a certain date we suggest you upgrade to 2–day or overnight shipping.
When does my box ship?
We ship subscription boxes between the 6th and 15th of each month (it takes us a little time to get everything in place and boxed up). You can also click into your shipment to see the estimated ship date.
Where do you ship to?
We ship to the contiguous US, Alaska, Hawaii, and Canada. We also ship to military addresses, but you'll need to either text 914.326.2765 or email email@example.com to make that happen.
What about Canada?
Shipping to Canada is an additional $10. This is incremental to the standard shipping charges that may apply to an order. You can always verify at checkout what the precise charges will be. We also need to charge Canada sales tax, which varies by province.
You should expect your package to take 10–15 business days to arrive from the date it is shipped. All packages will be delivered "free domicile" – which means that all duties, taxes, and shipping charges are paid in advance by us. You won't have to pay any extra fees to the driver when your package arrives.
Which service do you use to ship boxes?
Standard shipping for boxes varies month by month based on where a box is going and how much it weighs. For the US, typically the USPS will make the final delivery to your door, though sometimes we use FedEx. In Canada, we use MSI/Landmark as a consolidator, but FedEx, Canada Post, CanPar, or another carrier will make the final delivery to your door.
Can you have the delivery person leave my package at my doorstep if I'm not home?
This is usually left up to the person who is delivering your package. There's no guaranteed way to make this happen, but a good bet is to put this type of instruction in the "Address 2" field of your shipping address.
How much does shipping cost?
Standard shipping is to the lower 48 states, and all orders over qualify for free shipping. There is an additional $10 charge for all shipments to Hawaii, Alaska and Canada. That extra charge offsets the shipping costs we pay to get your package in your hands; it's not a profit center for us. For Canada, we pay all duties so you won't owe anything when your package arrives.
Can you ship to military addresses (APO/FPO/DPO)?
Sir, yes sir. Though we need to manually set it up – shoot us a text at 914.326.2765 or email at firstname.lastname@example.org and we'll make it happen.
Return requests, return policy, broken product(s)...
How do I set up a return or exchange?
If your box has already shipped, you can quickly and easily set up a free return by following these few steps:
- click the account icon on the top right of the window,
- select "Orders",
- click the "Order ID" of the order you'd like to return,
- click the blue "Return" button,
- select the product(s) you'd like to return and click "Continue",
- select the return kind ("Exchange", "Store Credit", or "Refund") and click "Request a Return Label" – which will then be emailed to you.
If you're submitting an exchange, the exchange request will be emailed to our Customer Experience team for processing. Look out for an email from them in the next 1–3 days.
If you'd like to read more about our return policy, you can find that below under the "Returns, Exchanges & Refunds" section.
How long does it take to process a return?
2–3 weeks from the time you send it back to us, usually.
What's your return policy?
We accept returns for most boxes and products within 60 days of an order. For boxes, we only accept returns of the entire box, and for products, they have to be returned in the original manufacturer's packaging and in mint condition. There are a handful of products we can't accept returns for (sorry about that), which are so noted on the product page.
Exchanges or returns in exchange for an account credit are free. If you'd prefer a refund to your credit card, $6 will be deducted from the refund to cover return shipping and restocking. The amount of the return will be for the value paid for the product(s) sent back minus any discounts. And we can't issue a credit or refund for shipping charges – sorry!
If you're ready to return something, just visit your Account History to process a return. If you have any questions, you can always reach out by texting us at 914.326.2765 or by emailing us at email@example.com.
What if I received a product that's broken or damaged?
First off, we're sorry about that. Secondly, there's a fix. Send a text to 914.326.2765
or an email to firstname.lastname@example.org
and we'll take care of you right away. Be sure to include an image of the broken item with your initial message.
I love most of the items in my box, but there's one I don't want – can I return just that?
Nope, sorry. Our boxes come as one package, which is how we're able to offer such a great value, so we can't break out pieces of a box. But hey – now you've got a great item to re–gift next time you forget a birthday.
Gift Subscriptions & Gift Cards
Gift cards/certificates, gift returns, corporate or bulk orders...
What are my options for purchasing a gift certificate?
You have three options:
- Digital gift card. It's is a great option if you need a thoughtful gift right away. We'll send it to your email address, and you can either print it out or forward the email to your gift recipient.
- Gift Card. If you'd prefer something physical to hand to someone, we can send a physical gift card to the gift purchaser or directly to the gift recipient. It functions the same way as a digital certificate. You can even include a message along with it when you check out.
- Box + Gift card. We bundle a box we've got in stock with a physical gift card. You can give your lucky recipient a box to start with, and let them continue to enjoy the benefits of the club for several more months – on you.
How do gift cards work for recipients?
Recipients go to bespokepost.com/redeem to redeem their gift card. If you redeem a 1 box ($55) gift card, then you'll be able to choose a box right away or load up your account with store credit and shop our site.
If the value of the gift card is more than $55, there are two options:
- "Join the Club" to experience our membership. That way, each box is and the normal setup for our membership kicks in: on the first of each month, we'll send the recipient an email announcing a new box. If they want it, they do nothing and we'll automatically ship it out. If they don't want it, they can opt out at no charge. Once all of the credits have been used, the gift subscription automatically expires.
- "Store Credit" option. This is a good bet if you don't want to use the opt–out model. Browse our store and available boxes — priced at $55 — at your own pace.
Can I return a gift card?
No, sorry. If you'd like to return a purchase made with a gift card, the funds will be credited back to your account.
Can I buy gift cards for Canada, Alaska or Hawaii?
Sure, but note that our standard gift certificates are in amounts that don't include shipping outside of the lower 48. For example, if you purchase a 3 box gift card ($135), extra charges for shipping and taxes ($10–30 per box, depending on the destination) would mean the recipient's gift card wouldn't actually fully cover 3 boxes.
Does the gift recipient have to enter a credit card?
Nah – that would be tacky. The only time we'll ask for a credit card is if they want to purchase more than the value of the gift you give them.
When will my gift card expire?
Can I ship a gift card directly to the recipient?
Yep, of course. Fill in the shipping address field with your recipient's address during checkout, and we'll send the gift card there. If you're buying multiple items that need to be sent to different addresses, you'll need to place those orders separately.
Once a gift recipient's credit is used up, does the subscription continue?
Nope, don't worry. They can keep it going by entering their own payment info once their gift card is used up, but it's fully optional.
Can you help me with a bulk / corporate purchase?
Sure. If you're ordering for more than 5 people and need a helping hand, our gift concierge is standing by. Shoot us a note at email@example.com or call 888.565.6762.