Cratejoy provides sellers with a platform to help them create, manage, and grow their subscription box businesses. When you purchase a subscription from a Cratejoy seller, you are buying from a unique business - not Cratejoy itself.

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Cratejoy is not directly involved in accepting and fulfilling transactions between subscribers and sellers. We encourage you to communicate directly with sellers.

Before You Place an Order

Here are some examples of questions your seller can help you with:

  • Product inquiries (Are the dog treats gluten-free?)
  • Shipping information (Do you ship to Singapore?)
  • Processing times (Can I get this in time for my partner's birthday?)
  • Merchant policies (Can I return this if it doesn’t fit?)

To send a message to a seller, most sellers have contact information in the footer of their website. Email or reach out to them through the methods (e.g. social media) they have provided on their website. Please be considerate and do not spam sellers with questions not related to a potential future purchase.

If You've Already Placed an Order With a Seller

Here are some examples of questions your seller can help you with:

  • Status of your order (When will my box ship? What is the tracking number?)
  • Further questions about your subscription (Can I skip the next month because I'll be on vacation?)
  • Issues with your items (My socks were both for the left foot!)
  • Post-purchase policy questions (Can I cancel my subscription and get a refund?)

Most sellers have their contact information listed in the email notifications that get sent after you place an order. Use the contact information you find in your notifications from the seller t to ask them questions after you've placed an order with them.

If you can access it, you should be able to cancel your subscription yourself from your account page on the seller's website/store.


If you placed your order on cratejoy.com, there are two primary ways to contact the seller directly on Cratejoy. 

At the bottom of a Cratejoy listing, you will find a button to contact the seller. This will open a form where you can email the seller directly with any questions either before or after you have purchased from them

The second way to contact a seller directly is on the My Subscriptions page. The contact seller button will be on the left-hand navigation for the subscription. 


If you have multiple subscriptions across multiple sellers, be sure to click Contact Seller next to the correct subscription.



If you've tried contacting your seller multiple times about your order and are unable to reach them, please contact Cratejoy Support and we'll see if we can try to help. Cratejoy is not responsible for any seller. We can attempt to help on your behalf but there are no guarantees.

If you are seeking a refund and the seller is still unresponsive after multiple attempts by yourself and Cratejoy to reach them then there are steps you can take to receive a refund. If you contact your bank and issue a "chargeback" by letting them know you never received the product, they will normally be able to put the funds back in your account. Chargebacks are the last resort, not the first action to take when seeking a refund. Chargebacks shouldn’t be used frivolously, as the ramifications for the seller are quite severe.