Topbox FAQ

 

Table of Contents

 

Subscriptions

What is in a Topbox?

A Topbox subscription includes four beauty samples (Prive Topboxes have 1 or more). Samples can range from skincare, body care, makeup, hair care and fragrance. The samples are from prestige brands. Some of these brands are well known and others are newly launched or small and niche.

How do I cancel?

We are happy to help you with any account updates. Email us at info@topbox.ca.

Please note:

 

Can I cancel any time?

Absolutely. There are no cancellation fees.

Why can't I see my Beauty Profile?

Currently, all members are unable to view their Beauty Profile answers in their Account page. If you want to update your Beauty Profile, please proceed to complete your Beauty Profile again.

Can we pick our samples?

The value of Topbox is in your ability to discover new products. It is all about the excitement of not knowing what you’re going to get each month. The surprise when it arrives at your door, and the thrill of learning that you never would’ve tried it yourself, but you actually like neon pink nail polish. Basically, Topbox is best enjoyed with an open mind.

Can I opt out of certain categories?

Topbox always contains samples from a mix of different categories. When it comes to specific products within each category, we do our best to match samples to your individual needs based on your Beauty Profile and the monthly surveys. There is no option to opt out of a specific category, but Topbox is a discovery service, and trying new things is part of the fun!

Why does my Topbox not have 4 samples?

Some Prive Topboxes may not include four samples. In cases where a Prive Topbox does not have four samples members will be given the option to choose this box. The box will always be photographed with the exact products that are in the box and the products will be listed so that members know exactly what they will be receiving. The regular Topbox will always contain four samples.

When will I receive my next Topbox?

Topbox ships by the 15th of each month to all members who were charged in the previous month. For example, if you were charged on March 8th, your next Topbox will be shipped to you by April 15th.

I signed up for the wait list but I haven't received an invite?

Thanks for waiting patiently. We estimate that the current wait time is about a month to a month and a half long. Once a subscription is available you will be sent an email with instructions on how to purchase your subscription.

I am missing a sample in my Topbox. What should I do?

If you are missing a sample in your box, please email us at info@topbox.ca. We will contact the brand for a replacement and add it to your next Topbox as it normally takes a few weeks for us to receive the replacement.

One of my samples arrived damaged/broken. What should I do?

If you have received a damaged or broken sample please email us at info@topbox.ca. We will contact the brand for a replacement and add it to your next Topbox as it normally takes a few weeks for us to receive the replacement.

I received an email saying my subscription has expired?

Sometimes due to a processing payment error or because the credit card on file has expired, your subscription may expire. Please email us at info@topbox.ca so we can take a look at your account. If your subscription has expired we will help you reactivate it and you will not be placed on the wait list again.

My Beauty Profile won't save.

When you submit the Beauty Profile, you will see a Thank You page. If you don't, please email us at info@topbox.ca.

How and where do I fill out Topbox product feedback surveys?

Filling out the feedback surveys is easy! We send you an email at the end of the month which shares a link to the survey. Every survey helps us customize future Topboxes for you, so take a few minutes to fill it out.

What if I hate the sample I received?

We hope you don't! But if you do please let us know! In the meantime, pass the samples on to some lucky friends!

Is my Topbox customized?

Yes we will be customizing the boxes. That's why it's important that you fill out your Beauty Profile. In some boxes, many members will receive similar samples, while in other months you may receive very different samples. For the samples that are sent to everyone – these products are chosen carefully to ensure that they'll work for a wide range of styles, skin types, and colorings. Other samples are chosen specifically for your skin and beauty needs and style.

Where does Topbox ship and how?

We currently ship anywhere in Canada. Boxes are sent via Canada Post. Every month, once your box is sent you'll receive an email with your tracking number so you can follow the box's progress to your door!

When will my Topbox ship?

Topboxes are like magazines — they arrive every month! Your first Topbox will ship by the 15th day of the month after you sign up, and every month thereafter as long as your membership is active.

How much does Topbox cost?

For only $15 a month, you will receive a beauty box with carefully selected, indulgent, beauty products. Then test the products in the comfort of your own home. It's really that easy!

 

Do I have to order my Topbox each month?

No, your Topbox subscription renews itself automatically every month. However, you may cancel at any time online.

How does a Topbox monthly subscription work?

Receive a Topbox each month: For only $15 a month, you will receive our Topbox with 4 carefully selected, indulgent, beauty products. Then test the products in the comfort of your own home. There's no catch – really: There are no hidden fees and no shipping costs. Cancel anytime. If you enjoy Topbox, do nothing and your subscription will automatically continue for as long as you choose to remain a member. Topbox membership is a month-to-month subscription which begins at sign-up. You can easily cancel anytime, online, 24 hours a day. There are no cancellation fees.

How do I reactivate my Topbox subscription?

If you have cancelled your subscription, you can reactivate it by logging into your account, managing your subscriptions, and click on "Reactivate" on one of your subscriptions. Be sure to do this before the 20th day of that month, which is when subscriptions will be rebilled, to receive the upcoming month's Topbox.

If your subscription was created before August 11, 2015, you can "reactivate" your subscription by visiting our website and purchasing a new one. To keep your beauty profile linked, be sure to use the same email address when you place the order and register your new account. If you need help, please contact us at info@topbox.ca.

Billing

When will I be billed for my TOPBOX subscription?

Your first billing will occur the day you subscribe. Subsequent billings will take place after 30 days each subsequent month (until you cancel). Also, Topbox bills a month in advance so your TOPBOX will be shipped by the 15th of the following month. Ex. If you were charged on February 18th your first box will ship out by the 15th of March.

If you have purchased a subscription after August 11th, 2015 (on our new website), your subscription will automatically rebill on the 20th of each month. If your payment is declined, we will automatically retry the charge every 2 days until the end of the month. Be sure to make sure your billing information and credit card information is correct and up-to-date.

When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

Please double check the credit card number and expiration date on your card.  Also, please note that Topbox does not accept prepaid cards for payment for subscriptions.

Is it safe to use my credit card on your site?

Yes! Topbox understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

Do you charge sales tax on any item?

Topbox is required by law to collect sales tax on all orders and the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

What method of payment do you accept?

You can pay for your monthly subscription with Visa, Mastercard, or American Express credit cards.

Unfortunately, we are unable to accept checks, money orders, gift cards, debit cards, prepaid cards or PayPal for subscriptions.

Note to Paypal users, we do accept Paypal for purchases of Limited Edition boxes, and items in our Shop.

General Inquiries

I haven't been receiving emails from Topbox

If you are not receiving any emails from us, it can be due to a number of reasons such as you have previously unsubscribed from one of our emails, or you have marked one of our past emails as spam.  

To ensure that all of our emails reach your inbox, please add info@topbox.ca to your address book. If you have done this, please email us at info@topbox.ca so we can ensure that your email address is on the mailing list.

How do I unsubscribe from any of your mailing lists?

Select the UNSUBSCRIBE link at the bottom of one of our emails.

Is it safe to use my credit card on your site?

Yes! Topbox understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

Are there Topbox gift certificates and/or gift cards?

We do not currently have gift cards or gift certificates.

Limited Edition

How do I use coupon codes?

Just enter your Coupon Code at checkout and the amount will be taken off of your order.

I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. The selection on Topbox is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

I want to return my purchase! What do I do?

If you are not completely satisfied with your Topbox purchase or gift for any reason, please return it for a full refund within 30 days of the purchase date. Returns must be unused, in the state you received them, and in the original packaging. To obtain a return form, please email info@topbox.ca.  The customer pays for return shipping.  If we receive your item(s) within 30 days of purchase date, you will you will be eligible for a refund. Once your return is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Can I buy a Limited Edition box if I am not a Topbox subscriber?

Yes, Limited Edition Boxes are open to everyone in Canada.

Shipping

My Topbox has shipped, but has not arrived?

Your Topbox leaves our warehouse in Toronto on the 15th and 16th of each month. Depending on where you are located, you can expect your Topbox to arrive in your mailbox within 3 to 4 business days.

If your Topbox has not been delivered by the 20th of the month, please email us at info@topbox.ca and we will ask Canada Post to conduct an investigation. Canada Post will proceed to contact you to investigate further.

I forgot to update my address and my Topbox was Returned To Sender, what happens now?

If you have missed the deadline to change your address, or have enter your address incorrectly, a charge of $15 ($6 for the Return to Sender Fee and $6 for reshipment) will be invoiced to you if you wish for your Topbox to be reshipped. Alternatively, you can have it shipped with your next month's Topbox instead as long as you are a subscriber.

Please note: Topbox is not held accountable for any packages that have been shipped with incorrect shipping information. However, if you have updated your shipping address before the deadline and your box was still shipped to the wrong address, please email us at info@topbox.ca and we would be happy to help you out!

My tracking information says my Topbox has been delivered but I did not receive it! What should I do?

If your Topbox was delivered to a business please check the mail room, front desk or security
If your Topbox was delivered to an apartment building please check the Security desk or with the superintendent
If you have a community mailbox please check in your box or Canada Post will leave a key in your box for the parcel compartment.
If your box was delivered to a large company or institution (e.g. university) please check the mail room. This is the final point of delivery; there may be a time lapse before the mailroom delivers the item (or notifies for pickup).

Note: In rare cases, a delivery scan is entered into the Canada Post system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hour for updates or final delivery.

If 24 hours have passed, please email us at info@topbox.ca so we can begin an investigation with Canada Post.

What are your shipping policies?

Unlike many other web sites that have special rules and lots of fine print, Topbox offers free shipping on all orders placed in our Shop, with no minimum order sizes. Express shipping can be added to your order for an extra $6.

Gift Subscription

What if the recipient's shipping address needs to be changed?

Please provide your updated shipping address to us at info@topbox.ca and we will make the change. Remember to do so before the end of the month to ensure it is applied for the upcoming box.

What happens when the gift subscription ends?

The gift subscription will expire after the recipient receives their last box in the mail and you will not be billed again. The recipient can then re-subscribe and become a monthly recurring subscriber if they wish to continue their Topbox subscription.

When does the first box ship?

The first box of a gift subscription is shipped based on the day the recipient activates their account.  Currently, the recipient of the gift subscription will receive their first box the month after they activate their subscription.  For example, if they activate their subscription in December, they will receive the January Topbox.

Can I cancel a gift subscription?

Gift subscriptions cannot be cancelled and are non-refundable.

Where can I send a gift subscription?

Gift subscriptions can be shipped anywhere within Canada.

Can I purchase a gift subscription for myself?

Yes! It's good to treat yourself from time to time.

How do I purchase a gift subscription?

Gift subscriptions are currently only available during the holiday season. When available, you can click on "Gift" on the top navigation to purchase a gift subscription.

Prive Topbox

I got only 2 or 3 samples. Am I supposed to get 4 samples?

You received only 2 or 3 samples because you chose that box on your wish list.  The wish list was emailed to you last month, where you had a chance to 'wish' for any of the boxes that were shown to you.  If you only want the regular Topbox that contains 4 samples, you can choose that option as well. If this was your first Topbox, do not fret, you will be able to make a better choice next month.

I did not get the Prive Topbox I wished for. Why?

There are limited quantities of the Prive Topbox so you are not guaranteed the box or boxes you select. If you do not get the box or boxes you have wished for, you will be sent the regular Topbox.

I did not fill out the Wish List. What box will I get?

If you do not fill out the Wish List you will be sent the regular Topbox.

I don't want a Prive Topbox. What should I do?

If you are not interested in any of the Prive Topbox options simply click the "I do not want a Prive Topbox" option in the Wish List.

I did not get an email about the Wish List or the Privé Topboxes for this month. What should I do?

If you have not received an email about the Wish List and the Prive Topboxes for this month, please email us at info@topbox.ca so that we can send it to you.

What is a Prive Topbox?

A Prive Topbox is a box of samples from only one brand. Each month you will be emailed a Wish List so you can "wish" for the boxes you are interested in. Due to limited quantities, no member is guaranteed a Prive Topbox. If you do not get the Prive Topbox, you will be sent the regular Topbox.

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