Frequently Asked Questions

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  1. How much is shipping?

    Shipping rates for items from the shop will vary by service type and weight/size of order. Refer to the checkout page for accurate shipping and handling amounts. Shop items will not be bundled with subscription orders. More shipping information can be found here.

    For all domestic orders, the (blank) box kits will ship for free. A $6 processing fee will be charged for each (blank) box subscription order shipping outside of the United States.

  2. What is the return policy?

    Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under my orders & subscriptions. Please review those items, as these terms apply to duplicate items as well.

  3. What does month-to-month commitment mean?

    Month-to-month commitment means that you are signing up for a recurring monthly subscription without a long-term commitment. This subscription option is recurring and will continue until you contact us to cancel.

  4. When will my credit/debit card be billed for my subscription?

    Your credit/debit card will be billed when you start your subscription. You will then be charged on the 25th of every month for your (blank) box subscription. 

  5. When will my subscription be shipped?

    Every month, (blank) box begins shipping to subscribers on the 25th or following business day. 

  6. How do I cancel my subscription?

    To cancel your (blank) box subscription, you must contact our Customer Experience team here or via live chat. To allow adequate time for us to process subscription orders, we ask that you please do not cancel between the 20th and the 25th of the month. If you must cancel during this time, please see below for further details regarding cancellation fees. 

    If you have a month-to-month subscription and you request to cancel between the 20th and the 25th of the month, there will be a $15 cancellation fee. After your subscription order has shipped on the 25th, you may then get in touch with us to cancel your subscription. For subscriptions with a six month or twelve month commitment, you will be charged 50% of your remaining commitment at the time of cancellation. Our customer experience team is more than happy to answer any questions or concerns you may have regarding the above policies!

  7. What is the (blank) box add-on period?

    (blank) box subscribers have between 12:00pm ET on the 23rd through 11:59pm ET on the 24th to add selected additional items to your subscription box for no additional shipping. To add on items, go to "My Account" then "My (blank) box subscription". You will be charged for your subscription and additional items on the 25th of each month. 

Ordering and Billing

  1. What forms of payment do you take?

    We accept Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards. Debit cards that are backed by any of the above listed cards are accepted as well. You may change your billing information at any time by accessing your account preferences.

  2. How do I update my credit card?

    You can update your information through your account here. Just click on “update” under your payment method.

  3. How do I make changes in my shipping or billing information?

    All information can be edited on your account page.

  4. Will I be charged sales tax?

    Customers who live in California, Georgia, Kentucky, Missouri, and Nebraska will have sales tax listed at checkout as a separate line item. These taxes are imposed by the state on the purchase of goods and services and are not limited to Martie. The applicable rate is set by each state respectively.

  5. What are the terms for Preordering?

    Please read all terms thoroughly before agreeing to purchase via the Preorder system. Once added to the Preorder list for a subscription (waitlist), you have agreed to purchase that particular item. Any cancellation of a Preordered item will be subject to a $15 cancellation fee, unless a different amount is stipulated in the terms of the agreement. All preorders are non-refundable. Discounts may not be applied to preorder items.

  6. When will my credit/debit card be billed for my subscription?

    Your credit/debit card will be billed when you start your subscription. You will then be charged on the 25th of every month for your (blank) box subscription. 

  7. What is the (blank) box add-on period?

    (blank) box subscribers have between 12:00pm ET on the 23rd through 11:59pm ET on the 24th to add selected additional items to your subscription box for no additional shipping. To add on items, go to "My Account" then "My (blank) box subscription". You will be charged for your subscription and additional items on the 25th of each month. 

Shipping and Returns

  1. How much is shipping?

    Shipping rates for items from the shop will vary by service type and weight/size of order. Refer to the checkout page for accurate shipping and handling amounts. Shop items will not be bundled with subscription orders. More shipping information can be found here.

    For all domestic orders, the (blank) box kits will ship for free. A $6 processing fee will be charged for each (blank) box subscription order shipping outside of the United States.

  2. How will my order be shipped?

    Though we use a variety of shipping methods, our two primary methods of shipping are United States Postal Service and UPS. The shipping method used for each order will be determined by several factors including the weight/size of your package, the type of package, and the shipping destination. Please see our shipping page for further clarification.

  3. What is the return policy?

    Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under my orders & subscriptions. Please review those items, as these terms apply to duplicate items as well.

  4. I never received my order. What now?

    If your package did not arrive or you received incorrect items, please contact our Customer Experience Team here. Please note that the waiting period for shipments varies by destination. Domestic packages are deemed “lost” 30 days after shipment. Packages shipped to Canada and internationally may be declared “lost” 45 days after the shipment date. For packages shipped to Singapore and Malaysia, there is a 60 day waiting period, and a 120 day waiting period for shipments to Brazil.

  5. When will my subscription be shipped?

    Every month, (blank) box begins shipping to subscribers on the 25th or following business day. 

My Account

  1. How do I log in?

    You will enter your email address and password by clicking on the "sign in" button in the top-right corner of the home page. "My account" will appear once you are logged in.

  2. How do I update my credit card?

    You can update your information through your account here. Just click on “update” under your payment method.

  3. How do I make changes in my shipping or billing information?

    All information can be edited on your account page.