Frequently Asked Questions
Q: What will I receive in my POPSUGAR Must Have box?
Every month, Lisa Sugar and her editorial staff will curate an exciting monthly box full of fun, must-have picks across fashion, beauty, home decor, fitness, and more, which we will deliver to your door. The monthly box targets women ages 18-40 and features full-size products and premium items including tried-and-true classics, celebrity favorites, and brands consumers have yet to discover. Your monthly subscription box will include products worth over $100. (Please note: The $100 value is based on the manufacturer's estimated MSRP at the time products are acquired by POPSUGAR. All prices are subject to change without notice.)
We may also include samples or freebies for good measure!
Q: When can I expect my first shipment?
Your POPSUGAR Must Have box will ship around the 10th of the month or as otherwise indicated in your account. Your account settings will initially display that your box is "processing" after you are billed. When your box ships out, the "processing" message on your account settings will update to reflect your tracking information. All POPSUGAR Must Have boxes ship from our West Coast facilities and should arrive an estimated 5-10 business days after they ship. You will also receive an email with a tracking number so you can follow your package's progress.
Q: How does the wait list feature work?
When you are on the POPSUGAR Must Have order page, https://musthave.popsugar.com, you can view the monthly subscription that is available for purchase. If you wish to receive an earlier month's box, please select the "Wait List" feature. Please know that there is no guarantee that you will receive an earlier month's box when you select the wait list option, as it is based on whether additional inventory becomes available. If we are able to accommodate your request for an earlier month's box, you will receive an email confirmation with your new start date for your subscription, along with your account settings page reflecting your next shipment.
Q: How does the POPSUGAR Must Have Referral Program* work?
POPSUGAR Must Have is fun for you, but it's more fun with your friends. So spread the POPSUGAR Must Have love:
- If 2 of your friends sign up, then you may receive 1 month free — and achieve "Influencer" status
- If 5 of your friends sign up, then you may receive a total of 3 months free — and achieve "Insider" status
- If 10 of your friends sign up, then you may receive a total of 6 months free — and achieve "VIP" status
Q: How are you sourcing products featured in the POPSUGAR Must Have box?
We are working directly with brands that we believe represent the POPSUGAR brand and the fun, authentic, and positive tone it stands for. Each month, the POPSUGAR Must Have box will contain the “must-have” picks that Lisa Sugar and her editorial team have expertly curated. Have a look at some of the fun products included in past Must Have boxes.
If you would like to submit your product to be considered for a box, then please email us at firstname.lastname@example.org.
Q: Do you need personal information such as my sizing?
At this time we do not need this information. You will be able to update your account with this information should it be needed in the future.
Q: Where does Must Have ship?
We currently only ship to the United States. Boxes are sent via US Postal Service and FedEx SmartPost from California and New York. Once your box is shipped, you will receive an email with your tracking number so you can follow your package's progress. With this service, the post office will drop off your package without signature confirmation (please note: it is the customer's responsibility to ensure that a package can be left unattended without signing for it upon delivery). While we strive to make sure the delivery of your Must Have box happens in a timely manner, we also do our best to think green when it comes to the packaging of your box. You can feel good about opening your box knowing that it is 100 percent recyclable.
Q: What if I want to change my address or billing information?
Q: When will I be billed for the monthly recurring membership?
You will be billed for your first month immediately upon placing your order for a monthly subscription. Please note that if your monthly subscription begins in a later month, you will still be billed at the time you place your first order. After the first month has completed, you will be billed when your next shipment is being processed (expected to occur in the beginning of each month, or as otherwise indicated in your account). You will be notified via email when your order is shipped.
Q: What does it mean when my account is placed on a billing hold?
Your account will automatically be placed on a billing hold when your billing information is not current (i.e., expiration date is incorrect, credit card number is no longer valid, etc.). When billing is processed at the beginning of the month, if your account is placed on a billing hold, you will receive an email notification alerting you that you have 48 hours to correct your billing information for your subscription. If you updated your billing within the allotted timeframe but the information is incorrect, you will receive a follow up email notification as a reminder to change your billing, so that it can be processed. Please know that we cannot reserve that month’s Must Have box for you if the billing hold remains on your account. As indicated in the email notification, all subscriptions placed on billing holds that are not updated within 7 days will automatically be closed. While the subscription will be closed, your account will remain active, but will require you to create another subscription. We recommend using the same email address when creating a new subscription, so that any referrals carry over.
Q: If I have a 3-, 6-, or 12-month subscription, then what happens at the end of my term?
All subscriptions for more than 1 month automatically convert to a month-to-month subscription at the end of the initial 3-, 6-, or 12-month period (as applicable), so you should not miss a box!
Q: How do gift subscriptions work?
You can purchase 1-, 3-, 6-, or 12-month gift subscriptions. Gift subscriptions will be terminated after the last month of the term and will not automatically renew.
Q: What is your cancellation policy?
Subscriptions for more than one month (e.g., three-, six-, or 12-month subscriptions) cannot be canceled during the subscription period. Month-to-month subscriptions can be canceled during the subscription period, but only after receipt of the first month’s box. If you would like to cancel your month-to-month subscription after receiving the first box, then make sure to do so before the first of the month; otherwise you will continue to be billed for the following month’s box. There are no cancellation fees.
In order to cancel your subscription, simply go to your Account Page and under the "Subscriptions" tab, click "Billing." On the "Billing" page, click "Cancel." You will be prompted to confirm whether or not you want to cancel. Please note, clicking "Cancel" will disable the auto-renewal feature on your account, but will not affect your current order. For example, if you have a three-month subscription, you will still receive all three boxes, but no additional boxes. Also, any referral bonus boxes as noted on your account settings page will be placed on hold after you cancel your account, as you need to have an active subscription in order to receive any of your referral bonus boxes.
Subscriptions for more than one month are prepaid until the month indicated on your account and are nonrefundable. Canceling your subscription before the first of the month indicated on your account will stop any further credit card charges, and your subscription will not convert to a month-to-month subscription. If you have any questions, then please contact us at email@example.com.
Q: What is a POPSUGAR MUST HAVE promotional code, are there any restrictions?
We may, from time to time, offer certain promotional codes for discounts. All promotion codes are non-transferable and are not redeemable for cash, credit, and cannot be applied toward prior purchases. There is no cash alternative. Furthermore, promotion codes cannot be used in conjunction with any other offer or promotional discount, and must be redeemed by the date published, if provided. Promotion codes cannot be applied toward purchase of any Must Have Special Edition offering that we may provide from time to time in our sole discretion. Lost promotion codes cannot be replaced. Limit one promotion code per customer.
If you have any difficulty redeeming a promotional code or have any questions, then please contact us at firstname.lastname@example.org.