Please note: we do our very best to communicate and prepare you and our team for upcoming shipments -- in hopes of preventing unwanted orders being processed or shipped.
Every subscriber has access to their account to view and make updates to any upcoming shipment. And, you'll get 2 reminder emails prior to processing to encourage you to make any updates prior to your specific processing date. You can change the processing date, skip an order, or cancel your subscription anytime (assuming it's before your order has processed).
First, we don't want any customer to be charged for a box they don't want or aren't home to receive. And second, it's a lot of work for our fulfillment team to chase down any boxes that are currently being packed -- in hopes of canceling the order midway through the packing stages.
Life happens and we get it! In the event that you've forgotten to pause or skip an order, please reach out ASAP. Our fulfillment team works really fast -- and every second counts.
- If your box is packed and on a pallet ready for FedEx, it cannot be retrieved.
- If it's in the early packing stages, our Customer Service team will ask the Fulfillment Team to search for your box, pull it from the line, and restock the meals. As you can imagine, this is not ideal as it interrupts the team's work and creates a bit of chaos and slowed production line.
However, customer service is a top priority for us -- and we'll do our very best to take care of you. That's very important to us. YOU are very important to us.
Will I get a refund?
- If our team is able to locate your box and restock the meals, we will be able to cancel the order and refund you. You will be issued a full refund -- minus a $25 restocking fee.
- If your box is already packed and on the pallet awaiting FedEx/UPS, we will not be able to pull it and you will be charged for the shipment.
Please reach out to hello@squarebaby.com with any questions, updates, or requests.
Sincerely,
Katie & Kendall -- Cofounders + Chief Customer Service Officers