Deactivation and Refunds
You are free to cancel at any time without a cancellation fee. Please log into your account, click on Manage Subscriptions and on the right hand side of your screen press cancel on your active subscription. To avoid being recharged, you must cancel before your 'Next Payment' date. There will be no further charges to your account after deactivation
Unfortunately, refunds are not offered on payments that have already been processed prior to deactivation; therefore, you will continue to be a Luxe Box member and receive your seasonal Luxe Boxes for the period of time you have already paid for.
Please contact us if you wish to transfer your membership and future Luxe Boxes to friends or family. We must receive your written request for the membership transfer before the first of the month when seasonal Luxe Boxes ship. Unfortunately, refunds are not offered on payments that have already been processed.
If you wish to reactivate your account, please contact us and we will be happy to renew your membership!
Putting Memberships on Hold
You can put your Luxe Box Membership on hold by providing email notification of this change before the first of the month when Luxe Boxes are shipped.
Your Luxe Box
Please note that we are unable to accommodate any other allergies or sensitivities at the moment.
Damaged or Missing Products
Please report any damaged or missing products within 30 days of your shipment date. Email our Support Team at firstname.lastname@example.org and we will be happy to find a solution for you based on the situation.When applicable, please attach a picture of the damaged product in your email. Please note, you have 30 days to report your damaged or missing item starting from the ship date. After 30 days Luxe Box will not issue replacements for damaged/ missing items.
Missing Luxe Boxes
Luxe Boxes usually take between two and five business days to arrive from the moment they are shipped from our facilities. After this period, we will send an email to all members whose parcel tracking information indicates that the Luxe Box has not been received (e.g. parcel processed at postal facility, available for pick-up at the Post Office, etc.). The email will include instructions on reporting a Missing Luxe Box for those members whose Luxe Box was not delivered. The Luxe Box Team will then open an investigation with Canada Post to determine the status of your parcel to ensure that you do not miss out on your Luxe Box!
Return to Sender (RTS) Boxes
Luxe Boxes may be returned to our warehouse facility for a number of reasons (e.g. incorrect shipping address, unclaimed). Please note that a flat fee of $15 will be charged to re-ship these parcels back (once the issue has been resolved!) in order to cover a small portion of the shipping cost.
If you have any questions, please email us at email@example.com and we will be more than happy to assist.