FREQUENTLY ASKED QUESTIONS


General

How do I update my address?

You can update your default address on your profile at any time. You MUST delete the previous address so that future boxes are sent to the new address you’ve provided. Please make sure to select this new address as your default address and please note that all future boxes will be delivered to the default address on file unless changed before the next billing cycle.

How often do you release the box?

As a Premium, Annual or Quarterly Subscriber, you will receive four (4) boxes throughout your billing cycle. The boxes will be shipped once each quarter. Each box is hand-curated by Ellen and is guaranteed at $200+ USD in retail value. These boxes are only available during the season in which they are released, and we have a limited number of boxes available each quarter. Depending on when you sign up, that season’s Box may or may not be available. The specific Box you receive as a first-time subscriber is subject to availability. If the current season’s box is sold out when you sign up, you will receive the next season’s box as your first box.

If I purchase the limited edition BE KIND by ellen box, will I be automatically subscribed for subsequent boxes?

If you sign up for an Annual or Premium Subscription, you will pay upfront for the next four (4) BE KIND. seasonal boxes. If you sign up as a Quarterly Subscriber, you will be automatically charged each quarter for the seasonal box unless you cancel prior to billing renewal. All orders will automatically generate each season and you will receive notifications each season when your box ships.


You may cancel your account any time, but we cannot offer refunds or accept returns once your box has shipped. Your cancelation will go into effect for the next billed box. If you cancel an Annual or Premium Subscription, you will still receive the remaining boxes for your billing cycle, but you will not be charged again when that cycle renews. 

Will I ever receive the same product in the box?

No, you will not receive the same product more than once. However, there is a possibility of receiving a similar product, from a different brand, in a future box.

What are the hours for customer service?

Our customer care team is available from 9:00 AM through 5:00 PM PST Monday through Friday.

Subscription Memberships

How do I cancel my subscription

To cancel your account, please log into your portal on www.bekindbyellen.com. Once you are logged in, you will see the option to manage your subscription. Once you click, “Manage My Subscription,” you will see the button to cancel your account. Click this and you are all set! 


 Annual and Premium Subscriptions include (4) four pre-paid boxes and are non-refundable once purchased. You may cancel your subscription at any time but cancelling your account will not provide you a refund for any paid boxes nor will it stop a pending charge. Your cancellation will go into effect for the following billing cycle.    



How do I purchase a Premium Subscription?

We have limited Premium Subscriptions available. If Premium is sold out when you try to subscribe, email support@bekindbyellen.com and we’ll add you to an exclusive waitlist so you can be alerted when we re-open that membership option!


(NEW!) Premium Subscribers

As a Premium Subscriber you will pay $251.96 USD upfront for the year as a one-time payment and receive four (4) boxes during your billing cycle. You automatically save 10% off of your total payment when you sign up for the year! So instead of paying $279.96 USD you pay $251.96 USD! How great is that?! 


Just like our Annual and Quarterly Subscribers, Premium Subscribers receive all of Ellen’s hand-selected seasonal products each quarter. As a bonus, they also gain access to surprise-and-delight gifts as a perk of their membership. These gifts may include products that are typically only made available to Ellen's in-house studio audiences (such as 12 Days of Giveaway Tickets, trip vouchers and more!). Premium Members will receive these products inside of their seasonal boxes when applicable. All Premium Members will receive at least one additional surprise-and-delight product or experience within their annual billing cycle. Note: additional Premium products are not guaranteed for each Premium Subscriber each quarter. 


 You will not be charged for your subscription again until the end of your annual billing cycle. Your subscription will automatically renew each year unless you decide to cancel before your renewal date. If you cancel before the end of your billing cycle, you will still receive the remaining boxes for that cycle. Your cancelation will be put into effect for the start of your next billing cycle.

(NEW!) Annual Subscribers

As an Annual Subscriber you will pay $197.96 up front for the year as a one-time payment and receive (4) four boxes throughout the year. You automatically save 10% off of your payment! So instead of paying $219.96 you pay $197.96! How great is that?! 


 Subscribers who purchases or upgrade to Annual after the launch of the latest box may receive the latest box (if still available), otherwise they will receive the four following boxes. Annual Subscription memberships cannot be paid as a quarterly fee. 


 You will not be charged for your subscription again until the end of your annual term. Your subscription automatically renews each year unless you decide to cancel before your renewal date. Each quarter, we will email you before your order ships to send tracking information and remind you to check your shipping and billing information.

Quarterly Subscribers

Quarterly Subscribers pay for each seasonal box during the season in which the boxes launch. These subscribers receive four (4) boxes per billing cycle. We will email you before each box ships and remind you to check your shipping, billing, and credit card information, as well as provide you with a deadline for these updates to be made for your next shipment.Your subscription will automatically renew each quarter unless you decide to cancel before the date we provide in the email previously mentioned.

Can I gift a box to a loved one?

Yes! Ellen loves to spread kindness. 


Currently, our gifting option is taking a short break but we will be back soon! Please stay tuned for updates and we will notify you as soon as it is available again! Thank you so much for your patience and understanding during this time. 

What happens if I cancel an Annual or Premium Subscription?

When you pay up front for an Annual or Premium Subscription you will not be charged for your subscription again until the end of your Annual Term. Your subscription automatically renews each year unless you decide to cancel before your renewal date.Annual and Premium Subscriptions include (4) four pre-paid boxes and are non-refundable once purchased. You may cancel your subscription at any time but cancelling your account will not provide you a refund for any paid boxes nor will it stop a pending charge. Your cancellation will go into effect for the following billing cycle.   

Billing:

How do I Cancel my Subscription?

To cancel your account, please log into your portal on www.bekindbyellen.com. Once you are logged in, you will see the option to manage your subscription. Once you click, “Manage My Subscription,” you will see the button to cancel your account. Click this and you are all set! 

 Annual and Premium Subscriptions include (4) four pre-paid boxes and are non-refundable once purchased. You may cancel your subscription at any time but cancelling your account will not provide you a refund for any paid boxes nor will it stop a pending charge. Your cancellation will go into effect for the following billing cycle.    

When will I be billed?

If you sign up today, you will be immediately billed for your first box. You will be charged each time a box is shipped. Total of 4 boxes per year at $54.99 per box. Additional international shipping will apply.

What is the difference between Premium Subscriptions and Annual Subscriptions? Do I receive a different box than the Annual Subscribers?

Both Annual and Premium Subscribers earn a 10% discount off their total sign-up fee when they sign up for the year. Just like our Annual and Quarterly Subscribers, Premium Subscribers receive all of Ellen’s hand-selected seasonal products each quarter. As a bonus, they also gain access to surprise-and-delight gifts as a perk of their membership. These gifts may include products that are typically only made available to Ellen's in-house studio audiences (such as 12 Days of Giveaway Tickets, trip vouchers and more!). Premium Members will receive these products inside of their seasonal boxes when applicable. All Premium Members will receive at least one additional surprise-and-delight product or experience within their annual billing cycle. Note: additional Premium products are not guaranteed for each Premium Subscriber each quarter.

What method of payments do you accept?

Visa, Mastercard, American Express and Discover.

Can I change my billing date?

At this time, you cannot change your billing date.

Can I get a refund on the box?

As a Quarterly Subscriber, you may cancel your order BEFORE your next billing cycle begins and you will not be charged for the upcoming box. If you cancel after your box has already been shipped or after you have already been charged for the current seasonal box, we cannot refund your order or stop your shipment from going out. However, your cancelation will go into effect before your next billing cycle and you will not be charged for the next box. 


If a box has been sent back to us without communicating first with our Customer Care Team, we will ship the box back to the address on file.If you have received a damaged product in your box, or if your box is missing a product, please contact our Customer Care Team within 2 weeks of delivery, and we will assist you with getting the item replaced. If your box is missing, we must be notified via email within two (2) weeks of receiving your tracking information. If we are not notified within that time frame, we can no longer be held accountable for the missing or damaged items in your box and cannot offer you a replacement.

Why was my Premium and/or Annual Subscription charged in two different amounts?

After signing up for your Premium or Annual Subscription, you will be charged upfront for the year as a one-time payment and receive four (4) boxes during your billing cycle. Please note that your account may show the full charge for your next four (4) boxes as a pro-rated amount. Please don’t be alarmed! These are not additional charges to your account. They are the cost for each individual box within your Subscription Plan.

Shipping

What do I do if my box was shipped to the wrong address?

You can update your shipping address at any time, but once the order has generated, your shipping address is locked in and we cannot guarantee that an address change can be put into effect. Please reach out to our Customer Care Team at support@bekindbyellen.com if you need to update your address AFTER the deadline has passed but BEFORE the box has shipped. If your box has already shipped, you will have to contact FedEx directly in order to reroute your package.

I received more than one box. What should I do and why did I receive a duplicate box?

We are so sorry for this inconvenience. Please go to your Account Information and double check the number of subscriptions listed there. If you accidentally signed up for multiple accounts, please notify our support team at support@bekindbyellen.com immediately. Please do so within two weeks of signing up. If you recently upgraded to Premium or Annual, you may have accidentally signed up for an additional account. No worries! Just reach out to our support team and we’ll help you get it sorted!

Is shipping free? 

Shipping is completely free for all subscriptions inside the contiguous US - 

Puerto Rico, Alaska, and Hawaii will incur small additional fees.


Our Canadian friends will incur a $16 shipping fee per shipment. ***Additional duties/taxes will apply on international orders. Customer will be responsible for these fees

When will I receive my box?

As a Premium, Annual, or Quarterly Subscriber, you will receive four (4) boxes throughout your billing cycle. The boxes will be shipped once each quarter. If you are a new subscriber and sign up in advance of the most recent seasonal box launching, you will receive your first box when the next seasonal box launches. If you sign up after the most recent seasonal box has already launched, you will receive your box within (7 - 10) business days of subscribing for the first time, while supplies last. 

Do you currently ship to international locations?

We currently ship to the U.S. and Canada. Please keep checking back as we will be opening more international shipping locations in the near future.***Additional duties/taxes may apply on international orders. Customer will be responsible for these fees.

Which shipping carriers do you use? 

Domestic shipments within the United States: FED-EX. 


International shipments: DHL Express. 

Why didn’t I get my tracking information?

Tracking information is sent to the email listed on your Account Profile.If you do not receive an email, be sure to double check your Spam and Junk folders. If you still cannot find the tracking info, please reach out to support@bekindbyellen.com.  

Press/Media? 

How do I pitch a product for the box?

Would you like your product or brand to be considered for product placement or sponsorship inside of Ellen’s BE KIND. by ellen box? 

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