Q: I was charged twice and I haven't received either package, what's going on?
A: First, do not be worried. EsianMall keeps tracking each customer's order and make sure each order will be shipped out on-time. The situation shown in the question will only happen if you purchase the box between either 21st-23rd of each month, because your box will renew before the ship date. Please note our cut off time is 20th of each month, which means any order after 20th will be counted into next month. ( for example: if you placed order before or on July 20th(EST), you will receive July box. if you order box after 7/20(EST). you will receive August box). We ship box around the 23rd to the 27th of each month. So if you purchase on 7/21st , you will receive August box instead because the last day to get July box is 07/20th, And August box will be shipped around last week of August start from 08/23rd. So your initial bill was placed on 7/21st and recurring payment will happen at 8/21st(which will be charged for September box). that why you may see two orders in your account and wondering why I have not received a shipping tracking number for the first order. because your first box has not been shipped yet and it will shipped out 2 days after that (23rd).
Please note that subscription box are different than normal product, normal product will be shipped in 1-3 business day after purchase, but subscription box will be shipped on the specific day of each month.
B: Also when you account is past due, means your payment is declined( there are lots of reasons the bank will declined your card), top situation will also occurs. When your renewal is unsuccessfully processed, the subscription will be put into a past due status. You will receive periodic emails notifying you that we are unable to renew the account where a billing update link will be provided. Check here to see how to update billing step by step.
While your account is past due it will be on hold from any shipments but will not be canceled until final failed payments. Depending on the type on decline, the billing system will periodically attempt the renewal across a 30 day period for that month payment if the subscription remain active.
If prior to the 20th at 12PM EST the account is successfully renewed, you will be processed any applicable boxes asap. All subscriptions with a successful renewal after the 20th at 12PM EST will still be eligible for that month's box and will be moved back to an active status to be renewed for the following month's box. However with a successful renewal after 20th, you will see two payments in your account before shippment, (for example: your renew date is 9/5th, but your payment was declined until 09/21st the payment was successfully renewed, you will still receive September box but due to our shipping schedule your September box and October will be both shipped out on 23rd of October, Once the box is processed, a tracking notification will be sent.
If your subscription is past due and you would like to cancel, please contact our support team to have the cancellation processed. or you can simply login and cancel yourself. Please note: if your subscription was past due and you did not cancel it, the billing system will assume you still want to keep subscribing to the box and will try to bill you for the following month box until cancellation.