Bizarre Beasts Pin Subscription - FAQ

Placing An Order

What payment methods are accepted?

In addition to the major credit cards, we also accept PayPal, Apple Pay, Google Pay, and Shop Pay. We can’t accept money orders, purchase orders, phone orders, or cash transactions. We’re working on figuring out Amazon Pay, but can’t do it yet. We’d also like to be able to accept really compelling promises, but we’ve got some trust issues to work through.

What's up with sales-tax?

Sales tax is not included in the cost of the subscription. If you live in a location that charges sales tax on the types of items, you’ll see tax charged for your subscription in addition to the subscription price.

How much does shipping cost?

Your shipping cost will vary depending on how far you are from our warehouse in Missoula, Montana. The good news is most folks in the USA (sorry Alaska and Hawaii!) will pay the least. We've negotiated a fixed rate for shipping with our carriers, so you won't be surprised month-to-month, even if one rock ends up being heavier than another.

When will I be charged?

You will be charged right away for your first shipment. For your following orders, you’ll be charged based on the frequency you opted at checkout. You’ll always receive an upcoming order email from us before your subscription is charged. Once your payment is processed, your new subscription order will be created and then our warehouse team will get to work! 

Do you ship to my country / school / small-town / etc?

The Sci Show Rocks Box can only be shipped to addresses in the US and Canada.

For all other items, If you have an address within the US that receives mail and packages from the US, we ship to it! 

Is expedited shipping available?

We do not offer expedited shipping for recurring subscriptions.

Subscription Details

How long will I be subscribed?

Your subscription will continue until you cancel it, which you can do at any time by logging in to your account. Your subscription will also be automatically canceled if a payment cannot be made (like if your credit card expired.) 

Is my subscription tax-deductible?

Nope, we’re not a charity; we sell things! We just donate all our profits to charity. 

Nope, we’re not a charity; we sell things! We just donate all our profits to charity. 

If you're interested in making a tax-deductible donation (or a monthly recurring donation) to Partners in Health, you can do that at pih.org/hankandjohn.

Can I change the billing date?

We will always bill on the same day every month.

Can I cancel my subscription?

Of course! You can cancel at any time with no fees and no strings.

You can cancel your subscription through our customer portal, the link for which is emailed to you after your purchase. Please note that canceling your subscription will not cancel any recent orders that have been processed but not yet shipped.

If you need help canceling your subscription or finding your customer portal, contact us and we can help!

Can I skip a month?

Each month's Rocks Box is unique and once the month is passed, they're no longer available for sale. Because securing consistent size and quality rocks, minerals, and fossils, our supplier has to negotiate exactly the quantities we need -- no more, no less. Consequently, we can't offer skipping a month.

Can I change my address / payment / account information?

If you have not been charged for your next order, you can log in to your customer portal to make the necessary changes.

We are unable to change payment or billing information for an order that has already been processed. We are unable to change shipping addresses for orders that have already shipped.

Why was my subscription canceled?

If a payment fails, our system will attempt to charge your card on file a few times up to one week after the initial attempt (one attempt every two days) until a successful payment is processed. If the final payment attempt fails, the subscription will be canceled, and you'll receive an email letting you know your subscription was canceled.

To reactivate your subscription, log in to your customer portal to update your billing information, and our system will process a new order for you. If you have any trouble or the new order is still not processing, contact us and we can help!

I can't log in to my account! I have a subscription but the site says I have no account!

In order to log in and manage your subscription, you'll need to register your account by setting up a password.

If you have not yet registered your customer portal account, check your inbox for an account invite from the Good Store with "Good Store: Customer Portal Invite" in the subject line. You should have received this right after your first Good Store purchase. Sometimes these emails

end up in spam/junk folders!

If you did not receive that email or you're still having trouble logging in to your existing account, contact us. We can send a new customer portal invitation or a password

reset message so that you can log in.

We recommend using a computer, not a mobile device, to log in to your account - particularly when updating your shipping and billing information.

Shipping, Refunds, and Replacements

I need to cancel an order that has already been processed. What do I need to do?

Contact us with the order confirmation number or reply to your order confirmation email as soon as you decide to cancel your order!

We can only cancel orders that have not yet shipped.

What is your refund / return policy?

Refunds and replacements for lost or damaged orders can be set up within 6 months from the order date. After 6 months, an order is no longer eligible for a refund or a replacement.

We cannot accept returns for consumable products and will not provide refunds for returned coffee or soap. We can refund other items, such as mugs, as long as they are returned in new condition and in original packaging (if applicable).

Are tracking numbers available / why doesn't my tracking number work?

You will receive a confirmation email with tracking info when your order ships. These sometimes get snagged by spam folders, so check there if you believe your order should have already shipped. Once an order ships, it can take a day or two for the tracking page to update with new information, so if you don't see anything displayed, try again a bit later.

My order never showed up! Where is it?

If you feel like your order is taking too long to get to you, don't worry! Our replacement policy covers lost packages. We can reship or refund lost orders up to 6 months after the order is processed (charged). Please contact us for assistance with a replacement or refund request. 

For replacements to be sent in the case of a lost package, we will need the shipping address re-confirmed so we know the address was not the cause for your order being returned or misdelivered. Please note, there will be a reshipment fee for any orders that need a change of address.

I think my order may have been lost. Are you sure it's on its way?

We estimate domestic orders will arrive 7-10 business days after the order leaves our warehouse.International orders may take up to 4-6 weeks, depending on the destination.

Most orders include tracking information, which can be found in your shipping confirmation email, if available.

We can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 10 consecutive business days or 2) shows "delivered" but is not found in/on/near the mailbox or door within 3 business days.

I received a damaged rock. How do I get a replacement or refund?

If your order arrives broken, torn, or otherwise damaged in transit, contact us and let us know. We’ll try to ship a replacement to the same address, and you’ll receive a confirmation email when that replacement is shipped.

Remember, though, that every month's Rock Box is different, and we may not have a replacement unit left. If that happens, we may instead be forced to refund the total price of your order.

Any Other Questions?

Contact us using this handy form and we'll find out for you!