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CUSTOMER SUPPORT

What is Sundae Home?
​​​​​We are a subscription box and retailer that curates a box of premium contemporary home decor and accessory essentials and delivers them to your home sweet home every other month for so long as you are subscribed. 

How does this seasonal subscription home box work?
Once each season, we curate a selection of 4 - 6 amazing high-quality contemporary home decor and accessory items with a total value worth over $100 in each box! Once you subscribe, you will be charged for the plan that you've selected: seasonal/quarterly, 2-boxes (6 months), or 4-boxes (annual), and your subscription will automatically renew based on the terms of your plan.


Will I know what is in my box ahead of time?
You won't know what is in your box until you receive it on your doorstep. We strive to handpick new premium brand home discoveries and surprises for you to try and love!

 

How do I become a Founding VIP Member? What are the benefits?

If you subscribed starting with our inaugural debut August Founders Box, and you will automatically become a Founding VIP Member. For a limited time, all 4-Box Annual subscriptions will also come with Founding VIP Member status for free! With your continual subscription as a Founding VIP Member, you will receive:

  • Lock in discounted pricing for the life of your subscription!

  • A bonus anniversary gift each year you are subscribed!

  • Exclusive access to sales and promotions (like our Black Friday boxes)!

  • Customization of one or more items in future boxes! (Note: customization is not available for the Founders Box or the first box of your 4-Box Annual Subscription.)

Cancellations will terminate Founding VIP Member status and cannot be reactivated if you resubscribe unless you resubscribe during a status promotion (i.e. receive Founding VIP Member status free with Annual subscriptions). 

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How much does a Sundae Home subscription cost?

At the time of publication, prices start at just $60 every quarter, depending on the subscription plan you've selected. All monthly boxes will have a $100+ retail value (see below). Shipping is a reduced flat rate of $9.95 per box.

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Do you have gift options?

We do not offer one-time gift options at this time. However, you can gift any product from our website, including subscriptions, by simply entering the recipient's information in the "ship to" section at checkout - please put a note that states it is a gift subscription. Standard autorenewal terms will apply, so be sure to cancel or change the address on time to prevent unintended subsequent renewals.

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When will I be billed?

You are billed for your first box at the time of your initial purchase. This date will be your renewal date, and you will be billed on the same day every term thereafter. NOTE: If you pay by PayPal, we cannot move this billing date. After you sign-up, you will receive a confirmation email direct from our payment processing partner. If signed up on our website and you need the billing changed (non-paypal), please contact us and we will work with you to update your account.

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​Do you ship outside of the U.S. or offer international shipping?

We currently do not ship outside of the U.S. or offer international shipping. If there is enough interest, we may open up sales to Canada and other neighboring regions at market shipping rates. Please contact us to inquire.

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What are your shipping policies?

Subscription boxes will generally ship by the end of each season (exact shipping date may vary depending on vendor deliveries and postal holidays). Spring = March, Summer = June, Fall = September, Winter = December. For example, if you order by November 30th, you will receive the Winter box that ships by mid-December. Please note that due to Covid-19 shutdowns and delays in the first half of 2020, the next box will be the Winter 2020 box.

 

We ship using the U.S. Postal Service and our subscription boxes are insured for $100 with tracking and delivery confirmation. If you need assistance tracking your package, please let us know. Please be advised that we are not responsible for lost or stolen packages or merchandise after delivery, so if at all possible, please make arraignments to have your subscription box delivered to a secure address or location. If your package is missing after delivery we will do our best to help you locate it, but you should contact your mail carrier immediately to report the incident.

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Do you charge sales tax?

We charge sales tax for orders shipped to residents of Illinois.   

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What about returns and cancellations?

Sundae Home shipments cannot be returned. As these are limited edition curation of mystery surprise items, there are no full, partial or prorated refunds for our subscription memberships. Customer service is our priority, and you may cancel at any time for any reason during the month prior to your next renewal date. To cancel, please contact us and include "Cancellation Request" in the title or first line of the email. If you cancel after your renewal date in the prior month, you will still receive the next month's box (for bimonthly subscriptions), the next three boxes (6 month prepaid subscriptions) or the next 6 boxes (annual prepaid subscriptions). Because Sundae Home is a membership service, refunds in full or in part for prepaid subscriptions and/or for boxes already shipped are not available.


How are the retail values of the box calculated? 
The retail values of the box are determined are based on the manufacturer's own MSRP. typically found on the manufacturer's own website or online store, at the time products are acquired, which at times may be months in advance of the delivery date. All prices are subject to change without notice and Sundae Home is not responsible for price differences of the same products on third party sale sites or the manufacturer's main site if they decide to offer a discount or promotion at any time.

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What are the promotional coupon code rules?

A maximum limit of ONE (1) promotional coupon code may be used towards a new account or transaction. Coupons and discount codes cannot be combined and are not stackable. Codes are case sensitive. Promotional coupon codes cannot be applied to existing orders, are not retroactive and have no cash value. Sundae Home reserves the right to terminate, refuse or alter any promotional coupon or discount at any time, including cancelling and refunding orders that abuse this policy, at our sole discretion.

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Is Sundae Home looking for product or brand partners and collaborations?

Absolutely! We are always looking for new and exciting products and brands to feature in our boxes. Get nationwide exposure to individuals that are truly passionate about all things home and garden! If you would like to discuss product partnerships and brand collaboration, please contact us!

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Holidays and Office Closures

Our office and fulfillment center are closed on the weekends and for the following holidays and industry events. If you reach out to us during any of these times, our response time may be delayed. Thank you for your understanding.

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