FAQ
Subscription
Do I have to commit to anything when subscribing?
The answer is no! You can delay shipments whenever you want, and you will not be charged for that shipment until it occurs. Two (2) days prior to sending you your next box, you’ll receive an email reminding you that you have 48H to customize your box if you wish to do so. If you don’t want to receive your next box, all you have to do is press on “Move Forward or Delay Shipment“, under the “Subscription Plan“ in your account. And again, you will not be charged.
What are the benefits of subscribing?
In addition to receiving email reminders to customize your box before it’s shipped, you will receive a 10% discount on products purchased via a subscription.
Is it possible to receive more than one box?
You can only have one subscription per email.
How can I manage my subscription?
Your Oatbox subscription is totally customizable when you build it online, but also once your subscription is created.
Your dashboard is the tool that will allow you to make all the changes you might want to do on your subscription, like changing your next order date, changing your order frequency, swapping the products in your subscription, deleting some of the products you have subscribed to, skipping an upcoming order and more.
For more information and detailed steps, read this article on our blog.
When will you bill my credit card?
It all depends on when you subscribed. For example, if you subscribed on the 17th day of the month, your next payment will be on the 17th day of the following month. We will send your box 4-5 days after receiving the payment. You can always modify your billing date by delaying shipments or by adjusting your shipping frequency in your Account.
How do I cancel my subscription?
You can cancel your subscription at any moment before your renewal date.
1. Sign in to your account and go ‘Manage my subscription’.
2. Select Cancel your subscription and follow the steps to cancel.
Products
Why are the kids bars now only sold in packs of 5?
Because our kids bars are already sold in packs of 5 in retail locations, we decided to facilitate the work of our logistics team by selling them in packs of 5 on all our platforms.
Why is there tax charged on the kids bars?
According to the government of Canada’s law regarding GST/HST GI-020, cereal bars that are sold in a package with less than six are taxable.
Shipping
How are the boxes delivered?
The delivery is made everywhere in Canada and the United States by Canada Post and UPS and Canpar.
When do you send the boxes?
Every business day. When you subscribe, allow 4 to 5 days for your box to be shipped.
What is the estimated delivery time for an order?
For all orders delivered within Quebec, Ontario and the Maritimes, allow 2 to 5 business days for delivery. For all orders shipped to Western Canadian Provinces and the U.S., allow 5 to 10 business days for delivery.
What happens if no one is home at the time of delivery?
Canada: if the delivery person from Canada Post cannot leave the package in a secure location, he will leave a card in your mailbox, with which you will be able to pick up the package at the closest post office. This is why we suggest to have it delivered at your office if possible.
United States: the UPS delivery person will try to deliver the package for three (3) consecutive days before leaving a card that will allow you to pick up the package at the nearest UPS Store. This is why we suggest to have it delivered at your office if possible.
Can I swing by your offices to pick up my box?
Unfortunately not.
How much does shipping cost?
Delivery is free for orders of $50 or more, excluding packs of 6 oat beverages. Delivery charges are calculated based on the total weight of your box:
$10 for boxes under 2 kg
$15 for boxes from 2 kg to 4.9 kg
$25 for boxes from 5 kg to 9.9 kg
$35 for boxes from 10 kg to 14.9 kg
$50 for boxes from 15 kg and over
Is it possible to track the shipment?
Yes. When the package leaves our facility, a tracking number becomes available. You can find it in your Account under Orders, by clicking on “View order details”, and then on the tracking number.
What happens if I don’t receive my box?
If your tracking shows your package has been delivered but you have not received your box, contact our customer service at info@oatbox.com. They will open a claim with the courier to investigate. Please note that we can re-send your box free of charge ONLY when the courier has confirmed the package has been lost.
Please be aware this process can take up to 10 business days.
Loyalty & Referral Program
Where are my O’Club loyalty points?
Following our new brand image launch in November 2021, we decided to review the loyalty program we had imagined for you. Note that as an Oatbox subscriber, you continue to accumulate points for every dollar spent and will be able to redeem them after we launch our improved loyalty program, expected in 2023.
Can I still refer my friends and family to Oatbox via the referral program?
Our referral program ended in November 2021. As mentioned in the terms and conditions of our program, all credits expire one year after being obtained. This means that as of November 2022, no credits can be transferred, redeemed or used.