FAQ

HOW CAN I MANAGE MY ACCOUNT AND SUBSCRIPTION?

Once you have completed your purchase, you will recieve an welcome email which will include directions to sign into your account.

You will find a calendar of all your orders, your previous charges and options to manage your account.

CAN I CANCEL MY SUBSCRIPTION?
Yes, you can cancel your subscription after your subscription period is completed. For example - if you subscribed to the 2 month plan, you can only cancel your subscription after your 2 month billing cycle is completed.
You can cancel by emailing us at thecleanbox@cleanhq.com.au - or by filling out the contact form here.

GENERAL

I CHANGED MY SHIPPING ADDRESS:
- Please make sure to change it on your main account as well as on the subscription platform. It is always recommended to just shoot us an email when you have changed your address so we can ensure everything on the back end is changed correctly for you.
PLEASE NOTE changing your address after an order has been processed WILL NOT change the address automatically. Please email us to update your current order as well if required.


WHAT BOX AM I GOING TO GET?
- Upon subscribing (or resubscribing), you will be billed for your first box. Unless otherwise stated on our homepage, your first box will be the current month's box as long as you subscribe by 11:59 PM by the 30th of the month unless boxes are sold out prior. 
For example:  March box sold from 1st of March - 31st of March. If you purchased a box on the 29th of February, you purchased the February box.

 

DO I HAVE TO RESUBSCRIBE EVERY MONTH TO GET MY CLEANBOX?
-We are an automated subscription service. Once you subscribe to The CleanBox, you are billed for your first box and then monthly thereafter. You will be billed on the same day of each calendar month. 


BUYING, SELLING AND TRADING OF MERCHANDISE
- The CleanBox merchandise is not intended for resale. The CleanBox and its partners are not affiliated in any way with independent trades, swaps, transactions, and exchanges of merchandise. Subscribers and parties involved in such transactions assume full responsibility for the transaction, as well as all costs, risks, and legalities involved.


ARE YOUR PRODUCTS AUTHENTIC?
- We often hear that the prices are too good to be true.  Rest assured, ALL products are 100% genuine and authentic brands. There are no imitations or non genuine goods sold on this website.  It is illegal in Australia to sell non genuine goods as this infringes on the Trade Mark owners rights.

BILLING

WHEN WILL I BE CHARGED FOR MY SUBSCRIPTION?
-You will be billed for your first box the day that you subscribe to The CleanBox for the current month's box (unless otherwise stated - while supplies last). Your next payment will automatically be scheduled for the same day of each following month beginning at 12 AM AEST
Example: If you subscribe on the 20th of September to the September box, you will not be charged again until the 20th of October for the October box.


WHAT HAPPENS IF MY CARD DECLINES?
- If the payment for your renewal service is declined, our system will automatically attempt to collect the payment for a further 3 attempts. You will also be sent an email stating your payment declined.
- In order to stop the billing attempts, you must pause/ skip / cancel the account before the payment is successfully processed. If we are unable to continue the billing attempts, your subscription status will show as failed and this will put your subscription on pause.


WHAT PAYMENT METHODS DO YOU ACCEPT?
- We currently only accept all major debit and credit cards registered to an Australian address. Unfortunately, we do not accept international cards and are unable to process transactions under a prepaid card.

SHIPPING & TRACKING

WHEN WILL I GET MY TRACKING NUMBER?

MONTHLY SUBSCRIPTION BOXES: We strive to ship all boxes within 3 days of order confirmation.
Please note, due to Covid-19, some packages may be delayed. Unfortunately, shipping delays is something completely out of our control. 


MY BOX IS BEING RETURNED TO SENDER, WHAT DO I DO?
- If your tracking information reports that your box was returned to us due to a delivery issue, rest assured that our team is able to assist you!

Please contact our Customer Service Team as soon as possible by clicking the "Contact us" link at the bottom of this page.

Be sure to include the following information so we can rectify your issue faster:
-The email address associated with your account
- Your correct postal address (we need to know where to ship your replacement to!)
- The month of the box you are missing

If the postal issue falls with The CleanBox or our chosen shipping company, a replacement box will be shipped the next available business day free of charge. If the postal issue is due to the wrong address being on your account, we will require to wait for the box to make it's way back to us and you will be asked to cover the shipping costs to have it redirected to your correct address.


WHERE DO YOU CURRENTLY SHIP?
-At this time, we are only shipping within Australia.


DO I PAY EXTRA FOR SHIPPING?
AUSTRALIA- Free shipping! Shipping included in your subscription costs.

 

We encourage everyone to read through our Terms & Conditions so that they may be aware of any and all charges involved with our recurring service. The Terms and Conditions can be found at the bottom of our website.

PLEASE NOTE: If the shipping address is not updated on your account before you are charged, the change will not apply to the current month's box and your box will ship to the old address. The shipping service reserves the right to charge a fee for their forwarding service.