How everything works...

Please read our entire FAQ prior to placing an order for detailed information about our store policies. Information pertains to both the SugarMuses and MidnightMuses boxes being offered.

Getting started!

When placing a subscription order you are placing an order for your box, signing up for a recurring monthly billing subscription, and creating your subscription account to manage your subscription service.  After much debate, for now, we have chosen not to use fancy boxes so that savings is passed on to you in the amount and quality of your product.

Subscriptions open from 1st to end of each month. Purchases between this period receive the following month’s box as their first box. Boxes are shipped monthly between the 5th - 10th and an email is sent with tracking information when shipped.  International shipping is only available on other platforms outside Cratejoy. International buyers are responsible for import customs fees, charges, duties, or any such costs.

Orders are processed through Cratejoy's payment system located in Texas (CST); therefore, please pay attention to the time differences when placing an order or for monthly renewals. Orders placed on the last day of the month must be completed prior to the end of business day for CST, in order to receive the upcoming month's box.  Should the order process on the 1st you will receive the following month's box.  (Example: An order placed on Mar 31st at 7pm EST would process on April 1st to receive May's box. If placed Mar 31st at 4pm EST it would process on the same day to receive April's box.)

Subscriptions automatically renew monthly on the 15th and this tells us how many orders we must fill.  Then we are ordering and preparing your box by hand. We are very busy during the month working hard creating the boxes for you, so we can get them in the mail on time. If you have questions that are not answered in our FAQ, please contact us at support@sugarmuses.com or support@midnightmuses.com.

To access your subscription, update credit card info, check tracking formation (if available), add/edit/cancel/pause subscriptions, or update your address simply log in to your account.  If you need assistance with your account, just let us know and we can assist.

Lastly, please make sure to read our entire FAQ prior to placing an order.  We have tried to provide you with as much detailed information and in a straight forward manner to be as clear as possible.  

If you have any questions, please don't hesitate to  let us know.

Thank you for all your support!

~Blessings ~

SugarMuses


Managing Your Subscription

SugarMuses offers subscriptions for two (2) different boxes:

SugarMuses - The Muse Boxes 

and

The MidnightMuses Box 

Both are available for purchase through 2 separate platforms. You can subscribe directly through my store SugarMuses-Subscriptions or you can subscribe through the Cratejoy Marketplace - SugarMuses and the Cratejoy Marketplace - MidnightMuses.

Cratejoy is a separate company that offers my subscription boxes through their marketplace.  Since these are two separate platforms, order information and customer database information between the two is separate and not merged together.  

For orders placed through Cratejoy Marketplace, your account and subscription information is maintained through their platform. If you placed your subscription order here, you must login to your Cratejoy account to manage your subscription.  Options include: editing your address, credit card, cancelling your subscription, skip a month (or shipment), or switch your subscription options between the boxes being offered. If you have trouble editing your account, please contact Cratejoy directly.

For orders placed through SugarMuses, your account and subscription information is secured in a linked portal to our subscription storefront.  If you placed your subscription order here, you will be sent an email with information linking you to a secure portal to manage your subscription. If you do not receive this email, please contact us so we can resend it to you.  If you have any problems editing your account, please contact us for assistance.

Skipping a Month

If a month's theme doesn't interest you or if you are having financial issues and need a break, instead of cancelling your entire subscription, we offer you to “skip” a shipment. This keeps you as an active subscriber but allows you to skip a box and the renewal. When skipping a shipment, you would not be re-billed on the chosen month you skipped, however, you will continue being billed on the next month.  If you skip a shipment, please mark your calendar to remind yourself of your next upcoming renewal on the 15th. 

Please be advised we offer this only 3 times. Once you skip the 3rd time in a row your subscription will be cancelled and you will have to resubscribe.  The reason being is that we sell out each month and can't continue to hold a spot for you if you aren't going to be getting a box.  That spot will be given to a new subscriber.   We want to ensure everyone gets their box and greatly appreciate your understanding with this.

Gift Subscriptions

If you want to give a gift to someone else or even gift yourself with a one-time box, you can use the “Give A Gift” option.  This is a great way to get introduced to my box by purchasing a one-time box without committing to a monthly subscription.  When purchasing a gift subscription, make sure to pay close attention to the button selections. There is a button under the gift message section that says “Automatically renew this subscription”.  If you only want a one-time box or gift, do not check this box.  By checking this button, the gift will renew and continue to renew until cancelled.  Toggling the button provides information under the deliveries section on the right hand side of the page. Make sure this is correct before checking out because we cannot change it for you.

Shipping Information

Subscriptions ship between the 5th - 10th of each month.  If there is a delay, you will be notified by email at the email address on file.  Please be patient during shipping time. The entire process is time consuming so please refer to my FAQs for answers to your questions.  If you cannot find an answer to a question, please don’t hesitate to contact me.  Please ensure your mailbox is secure at the time of delivery because we do not replace or refund packages marked as delivered.  If a package is returned it will need to be resent at the buyers expense, so please make sure to check your shipping address and any customs/duty fees before placing an order.

Tracking Information

Once your package ships a tracking email is automatically emailed to the email address listed on your account. Make sure you get these email notifications by adding the following email to your safe senders list: support@sugarmuses.com and support@midnightmuses.com.

International Shipping

We no longer ship internationally on Cratejoy to new customers; however, we do offer international shipping to selected regions on other platforms. International customers with existing subscriptions will not be affected and their subscription services will continue.  Since there are restrictions on some products which cannot be shipped to international destinations, please make sure to check your region for any restrictions. 

Use of a freight forwarder companies shipping product from the U.S. to an international region not typically shipped to, it is the responsibility of the freight forwarder company and the buyer to handle processes of having the package shipped internationally.  Freight forwarder companies complete  declaration/custom forms; therefore, they are responsible/liable for shipping the product overseas.  Should any product be removed due to restrictions/customs/declarations, it is the customer's responsibly to work with the freight forwarder company to get your box. We do not offer any exceptions, refunds, box replacements, or substitutions of product and you risk having product removed from your monthly box should these services be used.

Please check your shipping address and customs / duty fees before placing an order.  We do not reship packages at our expense and it will be up to the buyer if the package is returned for an incorrect address, or unpaid customs or fees, or not being claimed or picked up.

Incorrect Addresses

If you already placed your order and noticed the address is incorrect, please contact us directly so we can update your shipping label.  You will then need to edit your subscription(s) with the correct address in your account.  Please note we must be notified before your box ships (between the 5th-10th of the month), so we can update the mailing software of the correct address for your shipment. If you fail to contact us, your package will continue to ship to the address previously provided on your account and not the correct address.  Please check your shipping address and customs/duty fees carefully before placing an order.  We do not reship packages at our expense and it will be up to the buyer if the package is returned for an incorrect address, or unpaid customs or fees, or not being claimed or picked up.

When will I be charged? When will my box be shipped?

Subscriptions recur monthly so you will be charged for your first box when you first order your subscription box and again on the 15th of each month until you decide to cancel.  All boxes ship between the 5th and the 10th of each month with tracking information sent to the email address on your account.  Please allow up to 24hrs for your tracking information to update.   

When a subscription is set to renew, Cratejoy's system  automatically re-bills and charges the customer to extend the subscription for another term. If the charge was not successful, the subscription is put into Past Due status to indicate there was an issue.

Cratejoy sends failed renewal notifications  to customers after each failed renewal attempt so the customer can take action to resolve the issue.  If the transaction has not gone through successfully after 11 days, or by the cut-off date, the subscription will be marked as expired, and no additional attempts to charge the customer will be made.

Cratejoy continues to retry the charge up to 8 times over 11 days (Your renewal day ; which is the 15th + 10 additional days). If a renewal payment is successfully posted by the 20th, the subscription box will be shipped as scheduled. If not, the payment system will continue to automatically make attempts for the renewal charge up to the 25th. If your renewal payment posts after the 20th, your subscription box shipment and renewal payment may be pushed to the next month (this depends on the amount of product available to fill boxes). If so, you will be notified of the change and this gives you time to take action to resolve the issue.  We sell out each month and can't continue to hold spots beyond the 20th of the month if you aren't going to be getting a box.  This allows other customers the opportunity to sign-up for our subscription.

If the last payment attempt is unsuccessful on the 25th, it will put your account in an “Expired” status, but you can always “Reactivate” it when you are able. Once it has been reactivated, the status should then update to reflect “Active”. Should an immediate payment be processed when reactivating, you will either receive the "following" month's box if boxes are currently sold out or be refunded (per store refund policies).

What if I need to cancel?


We are sad to see you go and hope you will join us again here at SugarMuses.  To cancel, simply login to your account.  From there you will see a list of your active subscriptions. Click EDIT to get into the subscription and then click CANCEL SUBSCRIPTION. You will be billed for any boxes already paid for, but your subscription will not renew after that. 

Please note subscriptions automatically renew at 12:01 am CST on the 15th of each month with the renewal payment automatically generating a new shipment.  If you do not wish to continue your subscription, you must edit your account prior to the renewal being processed.  If a subscription is cancelled after the renewal payment has processed, you will continue to receive any unshipped boxes you’ve already paid for, but you will no longer be re-billed for any further boxes.  Basically, cancelling your subscription will not cancel your current order that is pending shipment; it only cancels the reoccurring billing process. 

If you have problems cancelling your subscription, please contact us.  We can assist you with the process, but we do not cancel subscriptions for you due to security reasons. Additionally, we do not edit credit cards and can only assist you with the process.

It is extremely important to make sure and cancel your subscription before the renewal date if you do not want to continue with your subscription. Otherwise, you will be billed again on the 15th and you will receive the next month's box.  We are unable to refund paid subscriptions and we fulfill what has been paid for and will not charge you beyond that.

What if I've paid for a box and then I cancel? 

You will be billed for the box you just paid for, but your subscription will not renew after that. For example, you paid for your first box, then you choose to cancel.  You will still receive the first box you paid for, but your account will not renew and you will not receive anymore boxes. Cancelling your subscription cancels the renewing process, however, you will still receive the boxes you paid for.

What date do I need to cancel by so I am not charged again for the next month?

Make sure you cancel your subscription before the 15th of the month. If you cancel on the 15th or after, you will have already been billed that day and you will still receive the next month's box.  Subscription renewals are automatically processed at 12:01 am CST on the 15th of each month with the renewal payment automatically generating a new shipment.  If you do not wish to continue with a subscription, you must edit your account prior to the renewal being processed.  If a subscription is cancelled after the renewal payment has processed, you will continue to receive any unshipped boxes you’ve already paid for, but you will no longer be re-billed for any further boxes.

What box will I receive if I "reactivate" my expired subscription?


When an expired subscription is "reactivated" Cratejoy’s system processes an immediate payment for the next month’s box. This creates a problem when boxes are "sold out" and my store is in "Sold Out" mode.  Since their system is designed this way and cannot be changed I do my best to honor these purchases.  However, it becomes difficult when product has already been ordered to make boxes and I don’t have enough product to fulfill the new purchase.  As such, this explains why there is a monthly deadline (20th of each month) for purchases to be processed.  We do not order enough product to account for "expired" subscriptions since customers come and go throughout the year.

PLEASE KEEP THE FOLLOWING IN MIND:

Should you "reactivate" an expired subscription when boxes are "Sold Out" (my store is in Sold Out mode) you risk being pushed to the "following" month or being refunded per refund store policies.  For example, reactivating an expired account on Jan 27 for the February box (the next month's box) Cratejoy's system will activate your account, process a payment and the shipment for February's box. Since my store was in "Sold Out" mode when this occurred, you risk being pushed to the following month to receive March's box or being refunded.  This depends if I have enough product already ordered to make another box.  Should this happen, you will be notified by email with the information. Make sure to check your junk/spam folders should our emails be marked as "spam".

Refunds, Returns, Exchanges and Cancellations

There are no returns, exchanges, or refunds given on subscriptions, gift subscriptions, or one-time purchase boxes. All orders are final and refunds are not given for 'incorrect choices', 'change of mind' purchases, or for ‘exchanges’. Each box is a magickal surprise which is the idea of a subscription box.  Please make sure to mark your calendar for your renewal on the 15th of each month;  refunds are still not issued after a renewal payment processes and a subscription has then been cancelled.  If a box is returned to sender by the post office or refused by the buyer, it will be reshipped at the buyers expense. Customers will be notifed by email of return and have 5 business days to respond to make redelivery arrangements.  We will provide you the exact shipping charges which can be paid via payment arrangements that we set up.  No refunds are given for returned packages.  Additionally, please make sure to read ALL of the FAQ's prior to ordering.   

Returned Packages

Receipts are emailed which provide a summary of your order and the “Ship To  Address”.  A separate tracking email is also sent at the time your box ships, so you can track your package and ensure you or someone is able to receive your package.  Should a package be returned to sender, refused, or if an item is unclaimed or returned due to an address error from the buyer, it is the buyers responsibility to pay to reship the order. 

Please check your shipping address and customs/duty fees carefully before placing an order.  We do not reship packages at our expense and it will be up to the buyer if the package is returned for an incorrect address, or unpaid customs or fees, or not being claimed or picked up.

We will hold the package and send an email notification advising you that your package will be reshipped at the buyers expense.  No refunds are given for returned packages that are “Returned to Sender” by USPS or that are refused by the buyer.  We will provide you the exact shipping charges which can be paid via payment arrangements that we set up. 

If no response is received from you within 5 business days, to avoid being automatically re-billed in the future under the same circumstances, we will cancel your subscription.  This assures you are not billed for a product being delivered incorrectly.  Then when you access your account, you can reactivate and update your subscription.  Your account will then be renewed and you will receive the next month’s box.  

Lost or Stolen Packages, Moving, Return to Sender Policies

When your box is shipped you will receive an email with your tracking number. Once your package is dropped off at USPS, it's the responsibility of the Postal Service. If you do not receive your package, please e-mail us and we will track the package to the best of our ability. Please contact us via email within 7 days of your package not arriving.  For international orders you will have to track it at your local post office.  Please note that in some countries USPS and your local post office do not communicate and tracking may not update until delivered.  For international buyers please watch your tracking and have someone available to receive your package when it is out for delivery.  Unfortunately, we are unable to replace lost or stolen packages. If a package is lost or returned to sender, or failed delivery for something not our fault it will be sent back to us and it will be up to the customer to pay to have it reshipped. 

If you are moving please notify us prior to the ship date, so we can update the shipping label for your box.  You will also need to log in to your account and manually update your address.  Make sure to perform both actions because changing the address in your account will NOT change the address for the label in the shipping software.  Once shipping addresses have been printed we cannot change the “ship to” address.  Please make sure any address changes are completed before we start shipping boxes between the 5th-10th each month.  If shipping address changes were not submitted to us prior to the shipping date, you are responsible for getting your package from the address it was shipped to.

Damaged or Missing Items

We do our best to ensure everyone gets each item in their box and that they arrive safely.  We also understand postal carriers can be rough on boxes.  If an item arrives broken or damaged, please contact us immediately; no later than 72 hours after the delivery status has been updated as "Delivered" by USPS. Please keep all damaged items, packaging, and shipping label so we can obtain photos to further process handling. Information requested must be received no later than five (5) business days from initial date requested.  If not received by deadline, a replacement or refund will not be issued for damaged items.

International Customs and Fees & Returned Packages

Customers are responsible for paying any duties or custom fees for their own packages. Please check with your country’s policies before placing an order. If your package is returned for unpaid custom fees or taxes it is not our responsibility and it will not be refunded.  The package can be resent at the buyers expense which we will charge you actual shipping.  You will see the total before paying and payment arrangements will be provided.  Again, as a customer you are responsible for looking into it and know if and any taxes or fees are associated with a subscription box and making sure your address is correct.  Please note that if a package is returned we do not reship packages at our expense and it will be up to the buyer if the package is returned for an incorrect address, or unpaid customs or fees, or not being claimed or picked up.

Frozen or Melting Policy

We try to provide new and exciting items to subscribers such as candles, soaps, smudge sprays, etc., with each possibly being affected in some way by weather conditions or climates. 

Weather is different everywhere, so we simply cannot be held responsible for damaged items due to weather climate or conditions.  We ask that you take this into account when placing an order during times when weather is extreme in your area.  We ship USPS Priority Mail which is 2 - 3 Business Days in the US.  We try to get packages to you quickly; however, potentially they may sit in hot or cold postal trucks for lengthy periods. We ask that you monitor your tracking and have someone available to receive your delivery. Please know frozen or melted items are not "broken" items. Soap can be melted in a microwave and poured in any mold to regain it's shape; making it still smell great and usable.  Candles can re-harden at room temperature or be placed in the refrigerator for a brief period of time.

Thank you for taking the time to review our polices.  We greatly appreciate it.

~Blessings ~

SugarMuses®