FAQs
Ordering
In addition to the major credit cards, we also accept PayPal, Apple Pay, Google Pay, and Shop Pay. We can’t accept money orders, purchase orders, phone orders, or cash transactions. We’re working on figuring out Amazon Pay, but can’t do it yet. We’d also like to be able to accept really compelling promises, but we’ve got some trust issues to work through.
Nope, we’re not a charity; we sell things! We just donate all our profits to charity.
If you're interested in making a tax-deductible donation (or a monthly recurring donation) to Partners in Health, you can do that at pih.org/hankandjohn.
If you decide to cancel your order, contact us with the order confirmation number or reply to your order confirmation email as soon as possible!
We can only cancel orders that have not yet shipped.
Yes! You should see prices shown in the currency that corresponds to your location. If you're not seeing the right currency displayed, you can change this from the dropdown at the top right of the page.
Subscriptions
Sales tax is not included in the cost of the subscription. If you live in a location that charges sales tax on these items, you’ll see tax charged for your subscription in addition to the subscription price.
You will be charged right away for your first order. For your following subscription orders, you’ll be charged based on the frequency you opted at checkout. You’ll always receive an upcoming order email from us a few days before your subscription is charged. Once your payment is processed, your new subscription order will be created (you'll receive an order confirmation email) and then our warehouse team will get to work!
Your subscription will continue until you cancel it, which you can do at any time by logging in to your account. Your subscription will also be automatically canceled if a payment cannot be processed (like if your credit card has expired.)
We will always bill on the same day every month.
Attempting to change when you are charged may affect which month's rocks or pins you receive, you may miss one or get a duplicate.
Of course! You can cancel at any time with no fees and no strings.
You can cancel your subscription through our customer portal, the link for which is emailed to you after your purchase. Please note that canceling your subscription will not cancel any recent orders that have been processed but not yet shipped.
If you need help canceling your subscription or finding your customer portal, contact us and we can help!
Each month's Rocks Box or Bizarre Beasts pin is unique and once the month is passed, they're no longer available for sale.
Securing consistent size and quality rocks, minerals, and fossils for all our subscribers is a complex process, and our supplier has to negotiate exactly the quantities we need -- no more, no less. Consequently, we can't offer to skip a month.
If you have not been charged for your next order, you can log in to your customer portal to make any necessary changes.
We are unable to change payment or billing information for an order that has already been processed or shipping addresses for orders that have already shipped.
If a payment fails, our system will attempt to charge your card on file a few times up to one week after the initial attempt (one attempt every two days) until a successful payment is processed. If the final payment attempt fails, the subscription will be canceled, and you'll receive an email letting you know your subscription was canceled.
To reactivate your subscription, log in to your customer portal to update your billing information, and our system will process a new order for you. If you have any trouble or the new order is still not processing, contact us, and we will help!
To log in and manage your subscription, you must register your account by setting up a password.
If you have not yet registered your customer portal account, check your inbox for an account invite from the Complexly Store with "Complexly Store: Customer Portal Invite" in the subject line. You should have received this right after your first Good Store purchase. Sometimes, these emails end up in spam/junk folders!
If you did not receive that email or you're still having trouble logging in to your existing account, contact us. We can send a new customer portal invitation or a password reset message so that you can log in.
We recommend using a computer, not a mobile device, to log in to your account - particularly when updating your shipping and billing information.
Shipping, Replacements, & Refunds
Your shipping cost will vary depending on how far you are from our warehouse in Missoula, Montana. The good news is that most folks in the USA (sorry, Alaska and Hawaii!) will pay the least.
You can determine the exact shipping cost for your order by adding everything you want to the cart and then entering your shipping address at checkout.
For subscriptions, we've negotiated a fixed rate for shipping with our carriers, so you won't be surprised month-to-month, even if one month's rock or pin ends up being heavier than another.
If you have an address within the US that receives mail and packages from the US, we ship to it!**
The Sci Show Rocks Box can only be shipped to addresses in the US and Canada.
**Unfortunately, we are unable to ship orders to the following US Territories: American Samoa, Micronesia, Marshall Islands, Northern Mariana Islands, and Palau. We also cannot ship to APO/FPO addresses at this time.
Expedited shipping is available for all orders that contain one-time purchase items. We do not offer expedited shipping for recurring subscriptions.
Orders with expedited shipping placed before 3 pm ET will ship on the same day. Orders placed after 3 pm ET will ship the following business day.
If you decide to cancel your order, contact us with the order confirmation number or reply to your order confirmation email as soon as possible!
We can only cancel orders that have not yet shipped.
We can accept returns for refunds as long as the items are returned in new condition (unworn, unwashed) and in the original packaging. We do not provide paid shipping labels for returns.
We are unable to provide direct exchanges for a different size, color, or style. However, you are welcome to return an item in acceptable condition (see above) and purchase a new item in the size, color, or style you prefer.
If you're interested in returning an item, contact our team, and we will provide you with the next steps.
Refunds and replacements for lost or damaged orders can be set up within 6 months from the order date. After 6 months, an order is no longer eligible for a refund or a replacement.
When processing a refund, the funds will be returned back to the payment method provided at checkout. We cannot provide a refund using any other payment method.
Yes! You will receive a confirmation email with a tracking number when your order ships. These sometimes get snagged by spam folders, so check there if you believe your order should have already shipped.
It can take a day or two for updates to appear on the tracking page after an order has shipped.
Please refer to your order confirmation email to determine how long shipping will take. This timeline is usually listed in business days and begins once the order leaves the warehouse, not when it is placed.
If you feel like your order is taking too long to arrive, don't worry! Our replacement policy covers lost packages. We can reship or refund lost orders up to 6 months after the order is processed (charged). Please contact us for assistance with a replacement or refund request.
We estimate domestic orders will arrive 7-10 business days after the order leaves our warehouse. International orders may take up to 4-6 weeks, depending on the destination.
Most orders include tracking information, which can be found in your shipping confirmation email, if available.
We can issue a replacement or a refund for the items if the package's tracking has either 1) stalled for 10 consecutive business days or 2) shows "delivered" but is not found in/on/near the mailbox or door within 3 business days.
If you think your order has been lost, please contact us, and we will help!
If your order arrives broken, torn, or otherwise damaged in transit, contact us, and we will help!
If we have more of the item(s) you ordered, we'll send a replacement to the same address, and you’ll receive a confirmation email when that replacement is shipped. Please let us know if we should ship your replacement to a different address!
In the case that no extras are available to reship, we'll refund the purchase price of the item(s).
Get support
- Contact usSend us a message and we'll get back to you as soon as we can, though it may take us up to 3-5 business days to respond. Our team works Monday through Friday, 9am to 5pm MT.