Why Did I Receive an Order I Didn’t Place, and How Can I Resolve It?
It can be concerning to receive an order you didn’t manually place. Orders you didn’t actively initiate are generated automatically through our Autoship subscription program. Below is an explanation of why this happens and what steps you can take to resolve the issue effectively.
What Is Autoship, and Why Are Orders Automatically Created?
Autoship is a convenient subscription service offered that lets you schedule recurring orders for your favorite products. When you enroll in an Autoship subscription, the system automatically generates and processes an order based on the frequency you selected (e.g., monthly, every 6 months). This ensures you never run out of essential items without needing to reorder them manually.
Why You Received an Automatic Order:
Pre-enrolled Subscription: This order was created because you previously activated the Autoship program for the product.
Scheduled Frequency: The system processed the order on the date scheduled for the subscription.
Payment and Shipment: Once the order is processed, your selected payment method is charged, and the item is shipped.
Resolution Options
If you wish to address an automatic order, you have the following options:
1. Canceling the Order
If the order has not yet been fully processed or shipped, there may be an option to cancel it. Contact support as soon as possible in such cases.
If the order is already shipped, cancellation is no longer possible, but you can explore refund or return options instead.
2. Returning the Item for a Refund
If cancellation isn’t possible, you can return the product once it arrives. Contact customer support to receive a prepaid return label. Ship the unopened item back to us for a full refund.
Ensure the package remains unopened to qualify for a full refund.- If the package was delivered to the wrong address, retrieve it if possible and follow the return process. Contact customer support for assistance if needed.
How to Prevent Future Automatic Orders
Handling Orders Shipped to the Wrong Address
If your order has shipped to an incorrect address, here are your options:
Retrieve the Package: If the package has already been delivered, check the delivery location or contact the current occupants or neighbors to retrieve it.
Return the Shipment: If you manage to retrieve the package, you can return it using a prepaid return label provided by customer support. Once the return is processed, you can request a refund or exchange.
If you no longer wish to receive recurring orders, you can take the following preventive steps:
Cancel the Autoship Subscription
Access the "Manage Autoship" section of your account settings.
Locate the active subscription and select the cancellation option to terminate it.
This action will ensure no future orders are generated automatically. If you need assistance, contact customer support for guidance.
NOTE: Please note that you can activate multiple Autoships on the account; please ensure that all of them have been canceled if you no longer wish to receive automatic orders.
Frequently Asked Questions (FAQs)
Can I stop an order that is already in processing?
Once an order is too far into processing, it generally cannot be stopped. However, you can follow the steps outlined above to return the shipment after delivery.
What If My Shipment Frequency Was Too Short?
We recommend reviewing your Autoship preferences to adjust the recurring frequency to better suit your needs. This can help you avoid unnecessary orders while still enjoying the convenience of Autoship.Additionally, verify your shipping address and order details before completing your purchase to prevent issues with incorrect deliveries.
Can I Reactivate My Subscription Later?
Yes, if you cancel your subscription now, you can always reactivate it later from your account settings.
By understanding the Autoship system and following the outlined solutions, you can address unexpected orders efficiently and customize your experience to better meet your needs.