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SUBSCRIPTION FAQ/TERMS & CONDITIONS

FAQ

I CHANGED MY ADDRESS BUT IT'S STILL SHIPPING TO MY OLD ADDRESS

Most likely you are changing your shipping address for general orders and not for your subscription account! Subscription addresses must be changed under "Manage Subscription" after logging in. Please watch our tutorial here!
 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time, and the box returns back to us, the subscriber is responsible for a reshipment fee.

 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time and the box is delivered to the old address, the subscriber is responsible for a new box issued at 50% of original cost and a reshipment fee.

 

DHN cannot be held responsible for subscribers accidentally changing their address in their general DHN account rather than in their Subscriptions Portal. 

 

WHEN WILL BY BOX SHIP?

Boxes will ship during the subsequent month of your billing date. For example, if you were billed on November 15, your box will ship on or before the last day of December.

 

Shipping Months:

  • March
  • June
  • September
  • December

 

Once your subscription box ships within its designated send-out-month, you will receive your DHN's 4910 box within 5-7 business day after ship date (US) or 45 days (outside of US).

PLEASE NOTE: while your receipt may show the shipment date to be the time allotted for a typical order, subscription boxes are unique in that they will not ship until on or before the last day of the subsequent month.

PLEASE NOTE: we CANNOT provide specific ship dates as boxes are sent out periodically throughout the month.  

 

WHEN AM I BILLED?

You are charged at the time of signup and recurring charges will began every three months after that on the 15th of every 3rd month. (4 times a year)

 

Billing dates are:

  • February 15
  • May 15
  • August 15
  • November 15

I NEED TO UPDATE MY SUBSCRIPTION ACCOUNT INFORMATION

Login to your DHN account here and click the words "MANAGE SUBSCRIPTION." Updating your information under "My Account" WILL NOT update your subcription product information.

 

REMINDER: All subscription account changes must be changed BEFORE the billing date on the 15th of the billing month.

Billing Dates:

  • March 15
  • May 15
  • August 15
  • November 15

 

Once your order is billed, we are unable to update the shipping address. If your order is currently shipping to the wrong address please contact the carrier for assistance. They might be able to reroute your order.
 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time, and the box returns back to us, the subscriber is responsible for a reshipment fee.

 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time and the box is delivered to the old address, the subscriber is responsible for a new box issued at 50% of original cost and a reshipment fee.

*DHN cannot be held responsible for subscribers accidentally changing their address in their general DHN account rather than in their Subscriptions Portal.

 

Subscribers are responsible for any customs or forwarding fees.

 
Additionally, you can update your shipping address any time prior to billing here.

 

If you are having trouble signing into your account after it has been successfully activated, please contact customer service.

MY ORDER IS SHIPPING TO THE WRONG ADDRESS 

Once your order is billed, we are unable to update the shipping address.

 

If your order is currently shipping to the wrong address please contact USPS for assistance. They might be able to reroute your order.

 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time, and the box returns back to us, the subscriber is responsible for a reshipment fee.

 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time and the box is delivered to the old address, the subscriber is responsible for a new box issued at 50% of original cost and a reshipment fee.

 

Subscribers are responsible for any customs or forwarding fees.

 
Additionally, you can update your shipping address any time prior to billing here.
 

*DHN cannot be held responsible for subscribers accidentally changing their address in their general DHN account rather than in their Subscriptions Portal*

I'M HAVING TROUBLE UPDATING MY INFORMATION *Address change requests submitted here with reflect upcoming box SUBSEQUENT to submission*

WHEN DO I NEED TO UPDATE MY SUBSCRIPTION?

Changes to your account information MUST be changed before the bill date.

 

Bill Dates:

  • February 15
  • May 15
  • August 15
  • November 15

 

Once your order is billed, we are unable to update the shipping address.
​​
If your order is currently shipping to the wrong address please contact USPS for assistance. They might be able to reroute your order.

 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time, and the box returns back to us, the subscriber is responsible for a reshipment fee.

 

If the address is NOT successfully changed in MANAGE SUBSCRIPTION PORTAL on time and the box is delivered to the old address, the subscriber is responsible for a new box issued at 50% of original cost and a reshipment fee.

 

Subscribers are responsible for any customs or forwarding fees.

 
Additionally, you can update your shipping address any time prior to billing here.

 

WHAT IF MY CARD WAS DECLINED?

If your card info has changed and was not able to be processed, you will have 7 days to update your billing information by logging into your account here and clicking "Manage Subscription". If your billing information is not updated within 7 days, your subscription will be canceled.

 

 

 

HOW DO I CANCEL?

To cancel your subscription, login to your account here and click "Manage Subscription." Next click "Cancel Subscription" as shown below.

 

Cancellation must occur 24 HOURS BEFORE the bill date. For example, by 11:59pm EST on February 14, May 14, August 14, and November 14. If your cancellation is made after midnight, you will still be charged for that season's box and your cancellation will not take effect until the next season's box. No exceptions.

 

CAN I RETURN MY BOX?

Unfortunately, subscription boxes are nonrefundable and nonreturnable, with no exceptions. Any skipped box shipments or cancellations must be made 24 hours before your box is billed.

MY ORDER WAS DAMAGED DURING SHIPMENT

Any missing, damaged, lost, defective, or wrong/incorrect item(s) must be reported within 2 weeks of your delivery date. Please fill out our form here and we will assist you with filing a claim and/or getting your items replaced.

I AM MISSING AN ITEM

Any missing, damaged, lost, defective, or wrong/incorrect item(s) must be reported within 2 weeks of your delivery date. Please fill out our form here and we will assist you with filing a claim and/or getting your items replaced.

I CHANGED MY ADDRESS BUT IT'S STILL SHIPPING TO THE WRONG PLACE

Once we have billed you for your order, it is immediately sent to our warehouse for processing and we are unable to make any changes. This includes changing your shipping address, items in your order, or the payment method used. We recommend checking your account and confirming that your information on file is correct prior to the appropriate billing date.

 

Bill Dates:

  • Feb 15
  • May 15
  • Aug 15
  • Nov 15

 

DHN CANNOT BE HELD RESPONSIBLE FOR ADDRESSES UPDATED IN THE WRONG AREA ON OUR WEBSITE. CHANGES MUST BE MADE IN THE MANAGE SUBSCRIPTIONS PAGE WITHIN YOUR SUBSCRIPTIONS PORTAL. CHANGING YOUR ADDRESS IN YOUR GENERAL ACCOUNT WILL NOT REFLECT THIS CHANGE AND YOU WILL BE SUBJECT TO A NEW BOX COST AND/OR RESHIPMENT FEE IF THE BOX GOES TO YOUR OLD ADDRESS.

If you are having trouble getting into your SUBSCRIPTIONS PORTAL please contact info@dentalhygienenation.com for help.

 

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