Cancellation policy
Some items in our store are available as a subscription. This policy explains how subscriptions work and how you can skip, pause, change or cancel them.
How subscriptions work
When you buy a subscription you receive repeat deliveries based on the frequency you choose at checkout. Your payment details are stored securely by Shopify, and you are charged separately for each delivery shortly before it ships. We do not offer prepaid subscription plans, so you are never billed for future deliveries in advance.
Your subscription continues until you cancel it. There is no minimum number of deliveries and no cancellation fee.
Managing your subscription
You can manage your own subscription at any time. Your order confirmation and upcoming-order emails include a link to your subscription, where you can:
- Skip your next delivery
- Pause your subscription and restart it when you're ready
- Change the delivery frequency, quantity or products
- Update your shipping address or payment method
- Cancel your subscription entirely
If you would rather we did it for you, contact us using the details at the end of this policy and we will make the change on your behalf.
Deadline for changes and cancellations
Because our fresh-frozen products are packed to order, changes must be made at least 48 hours before your next scheduled charge. Skips, pauses, changes and cancellations made before that deadline take effect on your next delivery.
After the deadline, that order may already be charged and prepared for shipment, so the change will apply to the delivery after it instead. If you miss the deadline, contact us right away and we will help where we can.
Receiving fresh-frozen deliveries
Fresh-frozen items ship frozen and are time-sensitive. Please make sure someone is available to receive your delivery, and move the products into a freezer as soon as they arrive. We cannot replace or refund fresh-frozen products that were delivered successfully but left unattended, so if a delivery date does not suit you, skip it or change your frequency before the deadline above.
If your order arrives thawed, damaged or delayed in transit, contact us within 48 hours of delivery and we will make it right.
Prices and benefits
Subscription prices can change. If the price of your subscription changes we will notify you by email before the change takes effect, and you can skip, pause or cancel before your next charge if you do not want to continue.
Subscription benefits vary by plan. The benefits that apply to your subscription are shown on the product page and at checkout when you sign up.
Returns and refunds
Fresh-frozen and perishable products cannot be returned once delivered, for food-safety reasons. Shelf-stable items may be returned in line with our returns policy. Cancelling a subscription stops future deliveries; it does not refund deliveries you have already received.
Contact
If you have questions about your subscription, or you want us to change or cancel it for you, please call +1 541-273-2212 or email us at Sales@e3live.com, or write to us at Klamath Algae Products Inc. dba E3Live, 610 S Broad St, Klamath Falls OR 97601, United States.