I forgot to cancel my subscription. Can I get a refund?Updated 2 months ago

We understand that life gets busy and things slip through the cracks, but unfortunately, we can't issue refunds for subscriptions that weren't canceled in time.

Here's why:

When you signed up for Subscribe and Save on our website, you agreed to automatic monthly shipments unless otherwise canceled. To make sure you aren't caught off guard, we send you multiple confirmation emails as well as a reminder email before each charge:

• 1st email: Order confirmation (right after you place your order)
• 2nd email: Subscription activation confirmation when you first sign up
• 3rd email: 3-day reminder before your next order processes (your heads-up to make changes or cancel!)
• 4th email: Order creation confirmation once it's official

These emails are designed to help you stay on top of your subscription so you never get surprised by a charge.

What you can do:

If you just got charged and don't want the shipment, cancel your subscription now so it doesn't happen again. You can log in to your account here and cancel.

*See the article here for a step-by-step instructions on how to cancel*

As for the order that has already been processed, it's either already shipped or about to ship, so you'll receive your Nello as scheduled. Unfortunately, because our team works quickly and we're handling a high volume of emails, we can't cancel your order promptly. 

If you would still like a refund for your order, you can refuse delivery when the driver arrives. Once the package is returned to us, please contact us, and we will issue a refund once we confirm receipt of the products.

Going forward:

Set a reminder on your phone for 3 days before your next renewal date, or manage your subscription frequency as soon as possible to match your actual usage. 

If you have any questions about our policies, feel free to reach out to our support team at [email protected]