Orders and Subscription Management
How do I cancel my subscription?
You may cancel your subscription to products offered through the Subscription Program at any time. Subscribers have 24/7 access to manage subscriptions through the subscription portal. If you still need help cancelling, please submit cancellation req
How do I contact you?
Send us an email at [email protected] and we will get right back to you as soon as we can.
What are the terms of the subscriptions?
Our subscriptions are simple. You get charged on the same day every month. You can always adjust your frequency and/or skip an upcoming shipment when needed. You can also cancel at any time on your own, using the subscription portal:. If you don't an
I need to change my order.
We want to get your order out to you as quickly as possible, so there is often just a short window of time in which to make changes to an order that has already been processed.If you do wish to change or cancel and order please email support@truvani.
Do you ship outside the USA?
Shipping is to the USA and Canada. However, we do ship internationally, and those options can be selected at the time of checkout.
Can I combine offers or discount codes?
No, promotions and discount codes can not be combined with any other offer or discount and cannot be applied to previously placed or pending orders. Offers are limited to 1 per household and are subject to change or expire at any time. Other restrict
Can I substitute a product if it is on backorder?
If an item is on backorder and not yet shipped, please reach out to our support team at [email protected] with your request for a substitution. We strive to accommodate such requests, although the ability to substitute items depends on current inve
Can I pause or skip my next shipment instead of canceling completely?
For specific needs like pausing a subscription for several months, our team can help facilitate these adjustments for you. Reach out to us at [email protected]
How do I change the flavor, size, or product in my subscription?
You can manage this inside the subscribers' portal:. If you experience any difficulties while trying to make changes to your upcoming subscription order, feel free to reach out to our support team at [email protected] at least three days prior to y
How do I change how often my subscription ships?
This would be changing the frequency of your subscription. You'll need to log into your subscriber portal and update the frequency.
Can I still cancel or change my subscription once an order has already entered processing?
Unfortunately this is not a possibility. We ask for at least 3 days notice for any changes you'd like to make to an upcoming order because once a rebill order is processed, meaning charged and in queue with our fulfillment center, we can no longer al
If I cancel, do I get a refund for a shipment that already charged, or does it just stop future orders?
It would just stop future orders. Rebills are not eligible for a refund as they are a second, third, or more order of the products. Our policy does indicate that once a rebill order is processed, meaning charged and in queue with our fulfillment cent
I already asked to cancel but got charged again anyway — what happened, and what will Truvani do about it?
While we are incredibly sorry for the unexpected charge, this typically happens because a subscription was accidentally selected on the product page instead of the one-time, no auto-ship option. The best step you can take right now is to log into you
How do I add extra items or boxes to an existing subscription order?
It would be best to email the support team at [email protected] at least 72 hours prior to any upcoming orders to see what extra items can be added to your next order.
I didn't realize I signed up for a recurring subscription — can that be reversed?
It can't be reversed but future orders can be change or cancelled. Have 24/7 access to manage their own accounts, which can be done using the instructions below:. If you encounter any difficulties while updating your subscription, please feel free to
Does Truvani offer anything (a frequency change, a pause option) before finalizing a cancellation, or is it processed immediately on request?
Once a subscription is placed, rebills are processed on the same day every 30 days by default. To change this, a subscriber can make changes or requests changes to the frequency or any other aspects of the subscription before or after a rebill is pro
How do I update or correct my shipping address after placing an order?
It's best to reach out to our support team at [email protected] as soon as possible to make changes, because once an order is processed, it's not possible to make changes to the order. You have a subscription with us. You can log into the subscribe
Can an order be canceled if it hasn't shipped yet?
Orders can be canceled prior to processing. We cannot guarantee that an order can be shipped or even changed after it's processed because our fulfillment process is so quick. If you've made a mistake on your order or need assistance with something sp
Can a package be redirected to a different address after it has already shipped?
This is highly unlikely. If this is your situation, please reach out to [email protected] as quickly as possible, and our team will provide you with applicable options for your situation.
I accidentally placed a duplicate order — can one be canceled or merged?
Oh no! We're so sorry that happened. It's best to email our support staff at [email protected] as quickly as possible so we can provide you with any applicable options for your situation.