FAQs

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. 

To help keep our subscription program sustainable, we updated how shipping and import-related costs are handled for subscriptions shipping outside of the US, beginning June 17, 2026.

Customers in Canada, Mexico, and the EU may see import duties or customs-related charges added to their order total. We now collect these fees during checkout to help streamline delivery and reduce the likelihood of additional fees being charged by customs carriers.

You can review and update your subscription at any time through your subscription portal.

DDP stands for Delivered Duty Paid. It means that any applicable import duties, taxes, and customs fees are collected when your order is processed, rather than being collected by your local customs agency or delivery carrier when the package arrives.

By collecting these fees upfront, we hope to make the delivery process smoother and more predictable. DDP shipments can help reduce customs-related delays and may help you avoid additional administrative or processing fees that are sometimes charged when duties are collected after a package reaches its destination.

If your order is shipping to a country where DDP applies, any applicable duties and import fees will be included in your order total before your subscription is processed.  All orders will ship using DDP to Canada, Mexico, and all countries in the European Union.

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).

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 the same day each month. The date depends on which subscription you have. 

• Rocks Box orders are processed on the 1st of each month
• Bizarre Beasts orders are processed on the 24th of each month

You’ll always receive a reminder about an upcoming order 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! 

We will always bill on the same day every month. The date you are charged depends on the subscription you have: 

• Rocks Box orders are processed on the 1st of each month
• Bizarre Beasts orders are processed on the 24th of each 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 an order that has already shipped.

If a payment fails, our system will attempt to charge your card on file a few times over the next one week (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 confirming the cancellation.

To reactivate your subscription, you can log in to your customer portal to update your billing information, and our system will process a new order. If you have any trouble or the new order is still not processing, contact us, and we will help!

From any page, click the "Log In" icon at the top right of the page. Enter the email address associated with your subscription orders. Once logged in, you'll be able to make changes such as updating your shipping address, payment method, or canceling your subscription. 

I know I have a subscription, but the website says I have no account!

It's possible you signed up using a different email address. You may have signed up with your @googlemail.com email address and receive order confirmations to your @gmail.com inbox. Our system won't recognize your @gmail.com address for sign-in; you need to use @googlemail (the same email you entered at checkout for your first order). Similar situations can happen with other interchangeable or easily confused email extensions, such as: 

• @icloud.com and @me.com
• @yahoo.com and @ymail.com
• @hotmail.com and @hmail.com

For orders shipping within the United States, standard shipping (7-10 business days) is available. Orders $15 or less (after discounts, before taxes and shipping) will be charged $7.99 for standard shipping, and orders over $15 (after discounts, before taxes and shipping) will be charged $9.99 for standard shipping.

Expedited shipping for orders within the United States is available for one-time purchase orders for a flat rate of $24.99.

For international orders, standard and expedited shipping options are available. The cost of each is based on weight and delivery address, so our system won't know how much your shipping will be until items are added to your cart and a shipping address is entered. 

To calculate shipping, add the items to your cart and enter an address - our system will do the rest!

We ship to most addresses worldwide that can receive mail and packages from the US!*

*The SciShow Rocks Box can only be shipped to addresses in the US and Canada.

*We cannot ship to PO boxes in Canada, Mexico, or the EU. 

Unfortunately, we are unable to ship to certain countries or US territories at this time. This may be due to shipping carrier limitations, customs regulations, or other restrictions beyond our control. We will update this list as soon as we learn of any changes — whether restrictions are lifted or new ones are added.

Countries we cannot ship to: 

US territories we cannot ship to: 

Expedited shipping is available for all one-time purchase orders. 

For US orders, FedEx 2-Day shipping is 24.99. Orders placed before 1 pm on a business day (Monday through Friday) will ship the same day. Orders placed after 1 pm will ship the following business day. 

For international orders, the cost of FedEx International Connect shipping varies by location. To view expedited shipping options and pricing, go to checkout and enter your shipping address. Expedited orders to non-US addresses will ship from our warehouse within 2 business days. Depending on your location, orders are expected to be delivered within 2 weeks of leaving our warehouse.

Please note that we cannot ship expedited orders to P.O. Boxes. If you have a P.O. Box, please enter a residential address instead or select standard shipping. Entering a P.O. Box address for an order shipping via 2-Day FedEx will delay processing.

We recommend not ordering preorder or print-to-order items with expedited shipping. Choosing this shipping method will not make your order ready to ship sooner - it will only shorten the time it takes for the carrier to deliver the order after it has left our warehouse

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 shipping 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 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 the item(s) you ordered in stock, 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! 

If no extras are available to reship, we'll refund the purchase price of the item(s).