FAQs for your website

Here are some frequently asked questions from shoppers and responses. You can copy/paste into your own FAQs or use as a guide to writing your own.

How does Try Before You Buy work?

• Pick a product. Add up to 3 items to your cart to try at home.
• Try for 5 days. Once your items are delivered to your home, your 5 day trial period begins.
• Decide. If you love it, keep it! At the end of your trial period, keep what you like and send back the rest using a prepaid shipping label. You will only be charged for what you keep.

How many items can I try at once?

You can try up to 3 items at one time.

How long is the trial period?

The trial period starts when all of your Try Before You Buy items are delivered and lasts for 5 days. All items must be returned in like-new condition.

How do I keep or send back my Try Before You Buy items?

At the end of your trial period, your payment method will be automatically charged for any items being kept and not being returned. To send back items, visit [this page] to start a return.

Can I checkout with an item I want to pay for upfront and a TBYB item?

Yes, absolutely. Simply add a product to your cart with 'Pay Today' selected for items you want to purchase upfront and Try Before You Buy selected for items you want to try.

When does my trial period start?

Your trial period starts when all of the Try Before You Buy items in your order are delivered.

What is a Try Before You Buy deposit?

There is a refundable deposit due at checkout for any Try Before You Buy items. The deposit is 10% of the item price. If you decide to send back the items during your trial period, the deposit is fully refunded.

Can I return an item after I decide to keep it?

Yes, you can still start a return if you change your mind after your trial period. As long as your order is within our return period, you can start a return through [this page]. 

Do I have to pay for returns shipping?

No, we will cover returns shipping fees for any items you do not wish to keep.

I thought Try Before You Buy was a free trial but I see a charge on my card?

This is not a charge on your card but an authorization. An authorization is verification with your card bank that the total amount of the order is available in the event you keep all of the items. This is similar to how hotels and rideshare apps place a hold to protect merchants from fraud.

Authorizations are typically labeled as 'pending' or won't have a date associated, indicating that it's only an authorization and not a charge.

Why do I see multiple authorizations on my card?

Different card providers have a limit for how long an authorization will be valid. If the trial period is longer than the authorization time limit, we will need to refresh the authorization. This involves canceling the existing authorization and replacing with a new one. This ensures we can process a charge for items kept at the end of your trial. We only hold one authorization at a time, but it may take 1-2 business days for canceled authorizations to disappear from your statement.

Why am I not seeing a refund on my card for a Try Before You Buy order?

If you returned your items before the end of your trial period, you will not see a refund because you were never charged. The authorization that was placed on your card will be canceled and will disappear in 1-2 business days from your statement.

How do I track my order?

You can find tracking information for your order in the shipping confirmation email that is sent as soon as your items are fulfilled.