Contact/FAQ

MY TROVE BOX FREQUENTLY ASKED QUESTIONS

If you have a question, please feel free to reach out to MY TROVE BOX support team! Before doing so, we would greatly appreciate it if you took a look at our FAQs page in an attempt to self-resolve your question / concern - Thank you!

CONTACT US

For Member support, please email us at help@mytrovebox.com

For collaboration and partnership inquiries, please email collab@mytrovebox.com

For media inquiries, please email media@mytrovebox.com

MY ACCOUNT

Go to https://www.mytrovebox.com/account

Log in using your email and password that you signed up to MY TROVE BOX with.

Click Submit.

If you’ve gotten your password, please click onto Forgot Password and an email will be sent to reset your password.

If you do not have an account with us, please feel free to Create an Account.




Go to https://www.mytrovebox.com/account

If you’ve gotten your password, please click onto Forgot Password and an email will be sent to reset your password.



BILLING

Go to https://www.mytrovebox.com/account

Log in using your email and password that you signed up to MY TROVE BOX with.

Click Submit.

Once you are logged into your account, 

Go to Manage Subscriptions where you can update your credit card and billing address information

IMPORTANT TO NOTE: We highly recommend updating your payment and billing information by the 25th of the preceding month prior to the 1st of each Quarterly renewal month (March for Spring, June for Summer, September for Fall, and December for Winter).

- August 25th for September 1st Fall Renewal

- November 25th for December 1st Winter Renewal

- February 25th for March 1st Spring Renewal

- May 25th for June 1st Summer Renewal

When you join as a Member of MY TROVE BOX, you will be charged at the time of purchase to reserve the upcoming seasonal box for the duration of your chosen subscription. 

For a Quarterly Membership, you will be charged $199.95 USD (plus taxes, if applicable) at the time of purchase for your first MY TROVE BOX. A quarterly renewal fee of $199.95 USD (plus taxes) will be automatically charged on the 1st of each seasonal month (March 1st, June 1st, September 1st, December 1st) for each MY TROVE BOX until the membership is paused or cancelled.

For an Annual Membership, you receive four MY TROVE BOXES at a discounted rate, with a total savings of $100 USD across the year — or $25 USD per box — as a perk of making a longer term commitment to the MY TROVE BOX Membership. You will be charged $699.80 USD (plus taxes, if applicable*) at the time of purchase for your first year of seasonal MY TROVE BOXES. This purchase is nonrefundable and includes all four quarters of MY TROVE BOX (Spring, Summer, Fall, and Winter). After that, your Annual Subscription will automatically renew each year at the start of your fifth quarter on the 1st of that seasonal month, and your account will be charged $699.80 USD, until you pause or cancel.

CANCELLATIONS, REACTIVATIONS, AND PAUSING MEMBERSHIPS

All MY TROVE BOX  purchases are final and nonrefundable. Quarterly and Annual Members may cancel their MY TROVE BOX subscription(s) at any time prior to their next renewal date to prevent the subscription from renewing. You will not be charged a cancellation fee. 

Cancelling your subscription with MY TROVE BOX, prevents it from renewing on its next renewal date. Please be aware this does not automatically issue a refund and you will still receive any seasonal boxes remaining under your subscription term prior to its next renewal date. A cancellation mid-way through an Annual Member’s subscription does not automatically issue a refund for the remaining boxes left in their annual term prior to renewal. 

If you are unsure when your next renewal date is, please send an email to help@mytrovebox.com and we will look into this for you!

Once your subscription has renewed, MY TROVE BOX cannot retroactively terminate and refund the renewal charge. Orders are fulfilled immediately on each quarterly renewal date; once a box enters the fulfillment process, we are unable to cancel the order and prevent the box from shipping to its destination. Once your order has entered the fulfilment process, it is considered final and nonrefundable. 

IMPORTANT TO NOTE: If you are not interested in receiving the upcoming MY TROVE BOX, you also have the option to PAUSE your subscription (skip one box). As an Annual Member, pausing your subscription will extend your term and you will still receive 4 boxes in total. 

If you would like to CANCEL (prevent the renewal of) your subscription, you can do so from your MY ACCOUNT/ MANAGE SUBSCRIPTIONS page when logged in to your Account, or by sending an email to our Support Team at help@mytrovebox.com.

A cancel or pause request must be submitted by the 25th of the preceding month prior to the seasonal renewal date (September 1st for Fall, December 1st for Winter, March 1st for Spring, and June 1st for Summer) in order to prevent receiving a box for that season.

Head over to your profile. Under Account Details, click on the Manage Subscriptions link. Click Cancel.

If you run into any problems or would just like for our support team to confirm your cancellation went through, please feel free to email us at: help@mytrovebox.com

You may pause your subscription to skip the current box and continue on with the next seasonal box. This option is available to both Quarterly and Annual Members. For Annual Members specifically, pausing will simply skip the current season and extend your one year term — so in total, you will still receive four quarterly boxes. To request a pause on your subscription, please send an email to help@mytrovebox.com and our Support Team will take care of this for you!

IMPORTANT TO NOTE: A pause request must be submitted by the 25th of the preceding month prior to the seasonal renewal date in order to prevent receiving a box for that season.


- August 25th for September 1st Fall Renewal

- November 25th for December 1st Winter Renewal

- February 25th for March 1st Spring Renewal

- May 25th for June 1st Summer Renewal

SHIPPING

IMPORTANT TO NOTE: Shipping information must be updated prior to the seasonal renewal date to avoid receiving the upcoming MY TROVE BOX to your previous address.

New shipping information must be submitted by the 25th of the preceding month prior to the seasonal renewal dates in order to prevent receiving a box for that season.

- August 25th for September 1st Fall Renewal
- November 25th for December 1st Winter Renewal
- February 25th for March 1st Spring Renewal
- May 25th for June 1st Summer Renewal

To edit or change your shipping information:
- Log in to your account at mytrovebox.com/account/login.
- Visit your MY ACCOUNT page.
- Look under ‘View Addresses' to locate the shipping address you would like to change and click on 'Edit' to the bottom of the existing address.

- If you are entering a new or second address to an already existing one, please click on Add Address, and fill in the necessary information.

- Enter your new address information and click the Add Address button.

To confirm the shipping address has been updated correctly, visit the MY ACCOUNT page, locate the ‘Account Details' section, and make sure the shipping address showing to the right is your newly updated address.

If your MY TROVE BOX  has already shipped to an out-of-date address, we are unfortunately unable to retroactively adjust the shipping address for that specific box and recommend you contact the shipping carrier directly to see if they are able to redirect your package. Of course, you may always send an email to our Support Team at help@mytrovebox.com with any further questions!

The holiday season is a critical time for small businesses such as MY TROVE BOX.  This year due to the prolonged spread of the pandemic and the impact on our artisans’ supply chain, labor shortages, and rising fuel prices, it will be an especially challenging time. We deeply appreciate your understanding as MY TROVE BOX
and our artisan partners try to manage these shortages and increasing costs.

During the busy holiday season carriers such as FedEx and UPS are increasing holiday delivery surcharges to offset their fuel and overtime expenses to ensure your packages are delivered to you on time. In the past, we have absorbed the entirety of the holiday surcharges on top of the standard shipping charges to get the quarterly boxes to your homes. We have reached the point where, as a small business, we can no longer continue to absorb these increased costs. To continue giving you the quality and value you have come to expect we will be switching to a flat-rate holiday delivery surcharge of $14.95 per seasonal box shipment. MY TROVE BOX will continue to cover the standard shipping charges for your seasonal boxes.


Please note, we expect this change in our shipping policy will be temporary. In Q1 2022, the shipping surcharge will be adjusted or eliminated once our shipping costs move towards previous levels. We will continue to diligently monitor and assess the situation and make adjustments. Our new shipping policy will go into effect on September 15th, 2021 and apply to all seasonal box purchases. Marketplace purchases will continue to be charged a separate, flat shipping rate.

We appreciate your understanding. We remain committed to giving you the customer care, quality products and money saving programs that you’ve come to know and
expect from MY TROVE BOX. 

Thank you for your continued patience and support as
we navigate these unprecedented times.














My Trove Box charges a flat $14.95 shipping fee on each seasonal box shipped. Please refer to our new Holiday Shipping policy in FAQs.

We ship to addresses located in the 48 contiguous U.S. states only — *excluding Alaska, Hawaii and all off-shore U.S. territories and possessions, such as Puerto Rico.

MY TROVE BOX is not able ship to post office boxes (PO Boxes). Our
carrier only accepts shipments to a valid street address.

Marketplace orders will continue to be charged a separate, small flat shipping fee.

*Please know that we are looking to expand our shipping to Alaska, Hawaii, and all off-shore U.S. territories and possessions, as well as internationally in the near future. Once we do, you will be the first to know and we look forward to having you in our membership!

MY TROVE BOX is not able ship to post office boxes (PO Boxes). Our carrier only accepts shipments to a valid street address.

At this time, MY TROVE BOX only ships to customers whose shipping addresses are located in the 48 contiguous U.S. states only — excluding Alaska, Hawaii and all off-shore U.S. territories and possessions, such as Puerto Rico.

Marketplace orders will be charged a separate, flat shipping fee.

Please know that we are looking to expand our shipping to Alaska, Hawaii, and all off-shore U.S. territories and possessions, as well as internationally in the near future. Once we do, you will be the first to know and we look forward to having you in our membership!

ABOUT THE BOX

When you become a MY TROVE BOX member, you’re joining a community of homeowners who enjoy curating their space with decor that has been designed and handmade by global artisans. Each product in your MY TROVE BOX touches and economically empowers communities, women and minority-owned small businesses, and artisans whose heritage craftsmanship and techniques has been passed down through the generations.

As part of the MY TROVE BOX membership, you’ll receive our quarterly, seasonal curation of 5 - 8 products that are globally focused, impact driven, ethically and sustainably made. Included with each box, is our Discover~Delight~Design~Delivered newsletter which shares more about the impact that your membership is making, and also provides styling tips and ideas.

You can join as a Quarterly Member for $199.95 USD to reserve just one box upfront, or Annually for $699.80 USD to reserve all four core boxes upfront. Annual Members receive a savings of $100 (or $25 per box), as a perk of making a longer term commitment to the membership. We ship to members whose shipping addresses are located in the 48 contiguous U.S. states — excluding Alaska, Hawaii and all off-shore U.S. territories and possessions, such as Puerto Rico.

Your subscription will automatically renew according to your subscription type:

Quarterly renewal occurs every 3 months, on the 1st of the seasonal month — December, March, June, and September.

Annual renewal occurs at the start of your 5th quarter, on the 1st of the seasonal month — December, March, June, and September.

Going forward as a renewing member, our core seasonal box will always be reserved for you and will ship within the first seasonal month (December, March, June, September).

If you purchase a membership today, the first box in your subscription will be our Summer 2021 box! Our Summer box is set to sell out due to the limited number of boxes we will be making available to our new members who sign up today! We are very excited to share all of the wonderful, exclusively designed products and stories that make up our seasonal boxes! Stay tuned for more product reveals and season announcements!

Our boxes are based on the following seasonal schedule:

Spring: March 1

Summer: June 1

Fall: Sept 1

Winter: December 1

Head to our home page, and click in to see and read about each of the products in our current season's box. Don’t forget to join our Instagram page @mytrovebox to check out the latest product reveal spoilers. If you want to learn more about each product (such as its provenance, the community it impacted, its multiple uses, and suggested placement ideas in your home), our Instagram page is a great place to start and browse for that as well!

Each MY TROVE BOX includes a curation of 5 - 8 full sized products. All items have been selected with a discerning eye and are especially picked based on the following criterias:

- The items are chosen for their quality and exceptional craftsmanship by their makers.
- It is considered a must-have, foundational item for your home.
- It is timeless and year-round, which means items can be used during multiple seasons, and possesses a tasteful color scheme that can coexist with an existing owner’s decor style.
- It is multi-functional, so you get long term value for the item in its many uses.
- Featured items will have limited availability as they have been exclusively designed by the artisan for MY TROVE BOX. Once we sell out, we are out!

Each MY TROVE BOX includes a curation of 5 - 8 products that are timeless in style, multi-functional, and give back! The number of products per quarterly box will vary based on that quarter.

A handful of these items may be ‘exclusively designed’ for MY TROVE BOX that you will not be able to find anywhere else.

Each season, you will have access to see what is coming in the current box by heading to our website www.mytrovebox.com under Current Box. Our Discover~Delight~Design~Delivered newsletter inside your MY TROVE BOX will also include information on the products, their provenance, and their makers.

Upon receipt of your box, if you find that a product is missing or have questions about the curation of your box, please send a message to help@mytrovebox.com and we will look into this for you!

Every product that we include in MY TROVE BOX is made ethically and sustainably — through our artisan and design partners, we are focused on creating meaningful opportunities that give back to their community, vocational programs to benefit women, providing scholarships, and education for at-risk youth.

We hope you’ll join us on our journey and follow our social media channels throughout the season to learn more about how your purchase of MY TROVE BOX impacts these communities.

QUARTERLY AND ANNUAL MEMBERSHIPS

MY TROVE BOX offers two membership types: Quarterly and Annual.

When you subscribe to a Quarterly Membership, you will be charged $199.95 USD (plus taxes and shipping, if applicable*) at the time of purchase for your first MY TROVE BOX. After that, you will be automatically charged a renewal fee of $ 199.95 USD (plus taxes and shipping, if applicable*) on the 1st of each seasonal month for each MY TROVE BOX until the membership is paused or cancelled.

                        Spring: March 1

                        Summer: June 1

                        Fall: Sept 1

                        Winter: December 1

As a Quarterly Member, you can pause or cancel your membership by the 25th day of the preceding month prior to the 1st of the next seasonal month (March 1st, June 1st, September 1st, and December 1st).

For example, if you are wanting to pause or cancel your Quarterly Subscription before the Winter Box, you must pause or cancel by the 25th day of the month preceding December 1st to prevent your subscription from renewing on this date.

- August 25th for September 1st Fall Renewal
- November 25th for December 1st Winter Renewal
- February 25th for March 1st Spring Renewal
- May 25th for June 1st Summer Renewal

Currently, all products are the same for both Quarterly and Annual Members. If you are a Quarterly Member and are interested in upgrading your subscription to an Annual Membership, you can do so today from your MY ACCOUNT/ MANAGE SUBSCRIPTIONS page of your Account — just follow the instructions in our FAQ How do I upgrade my Quarterly Subscription to an Annual Subscription? You can also always send an email to our Support Team at help@mytrovebox.com and we will happily process your upgrade request!

MY TROVE BOX offers two membership types: Quarterly and Annual.

When you subscribe to an Annual Membership, you receive four MY TROVE BOXES at a discounted rate, saving $100 USD across the year — or $25 USD per box — as a perk of making a longer term commitment to the Membership. You will be charged $699.80 USD (plus taxes and shipping, if applicable*) at the time of purchase for your first year of seasonal MY TROVE BOXES. This purchase is nonrefundable and includes all four quarters of  MY TROVE BOX (Spring, Summer, Fall, and Winter). After that, your Annual Subscription will automatically renew each year at the start of your fifth quarter, and your account will be charged $699.80 USD, until you pause or cancel.

For example, if the first  box that you received was the Fall Launch 2020 MY TROVE BOX, your annual renewal date will fall on September 1, 2021 (the start of the Fall 2021 MY TROVE BOX season).

As an Annual Member, if you find you would like to skip one of your upcoming seasonal boxes, you may pause your membership at anytime by the 25th day of the preceding month prior to the 1st of the next seasonal month (March 1st, June 1st, September 1st, and December 1st).

For example, if you wish to pause your Annual Subscription to skip the Spring Box, your request to pause must be submitted by February 25th before the March 1st Spring renewal to prevent the Spring Box from shipping on this date.

- August 25th for September 1st Fall Renewal
- November 25th for December 1st Winter Renewal
- February 25th for March 1st Spring Renewal
- May 25th for June 1st Summer Renewal

You can also cancel your membership with no penalties or cancellation fees at anytime prior to the your annual renewal date, to prevent your subscription from renewing at the start of your fifth quarter. As an example, if the first  MY TROVE BOX that you received was the Fall 2020 MY TROVE BOX, your annual renewal date will fall on September 1, 2021. Cancelling your annual membership will prevent your subscription from renewing at the start of your fifth quarter, but you will still receive any of the remaining four seasonal boxes for which you were previously billed.

At this time, MY TROVE BOX is not offering box customization. The good news is that we are working on offering this feature to our Annual Membership members in the immediate future! So please do keep an eye out for when we turn on that feature and our customization offerings.

If you are a Quarterly Member and are interested in upgrading your subscription to an Annual Membership, you may do so from your MY ACCOUNT/ MANAGE SUBSCRIPTIONS page of your Account — just follow the instructions in our FAQ 




If you are currently a Quarterly Member interested in upgrading your subscription to an Annual Membership, you may easily do so from your MY ACCOUNT/ MANAGE SUBSCRIPTIONS page in your 'My Account'.


IMPORTANT TO NOTE: We highly recommend upgrading your membership by the 25th of the preceding month prior to the 1st of each Quarterly renewal month (March for Spring, June for Summer, September for Fall, and December for Winter) to ensure your seasonal MY TROVE BOX has not shipped with your existing Quarterly Subscription! If you are unsure whether your current box has entered the fulfillment process, please send an email to our Support Team at help@mytrovebox.com and we will gladly look into this for you.

- August 25th for September 1st Fall Renewal
- November 25th for December 1st Winter Renewal
- February 25th for March 1st Spring Renewal
- May 25th for June 1st Summer Renewal

Yes! We have just added a one-time purchase option for our customers who are interested in gifting or receiving only one box before committing to our quarterly or annual subscription.

However, if you do purchase a Quarterly Subscription, you are free to cancel it at any time prior to the next renewal billing date to prevent it from automatically renewing for the following season and ensure you receive only one MY TROVE BOX.

Please remember that if you are only interested in purchasing one box through the subscription option, you must submit your cancellation by the 25th of the preceding month prior to the 1st of each Quarterly renewal date (March 1st for Spring, June 1st for Summer, September 1st for Fall, and December 1st for Winter) to ensure your seasonal MY TROVE BOX does not renew, and you are not charged and sent another box. Failure to submit a cancellation prior to or on the 25th of the preceding month (refer to schedule below), your renewal and order will be entered into the fulfillment process, where it will be considered final and nonrefundable.

- August 25th for September 1st Fall Renewal
- November 25th for December 1st Winter Renewal
- February 25th for March 1st Spring Renewal
- May 25th for June 1st Summer Renewal

We have just added a one-time purchase option for our customers who are interested in gifting or receiving only one box before committing to our quarterly or annual subscription.

If you are sending your one-time purchase as a gift, we are happy to add a customized message card on your behalf. Please drop us a note at hello@mytrovebox.com , include your order number and message you'd like for us to draft for you. We will send out a draft for you to review and confirm before including the card with your shipment.

Please ensure that you include your recipient's name and correct address under the shipping information!

The best way to purchase a gift subscription is to purchase a new subscription and then set the shipping address to your recipient!

IMPORTANT TO NOTE: When gifting MY TROVE BOX, you are gifting a subscription Membership, not a single purchase box. This means, after you give MY TROVE BOX as a gift, you will be billed on an ongoing basis (either Quarterly or Annually) until you pause or cancel this subscription. You are welcome to transfer the account information and/or adjust billing information to allow the giftee to continue their membership, keep it for yourself, or pause or cancel the subscription from your MY ACCOUNT page anytime. If you need help with this, just email our Support Team at help@mytrovebox.com and we will happily assist you!

For ease, we have just added a one-time purchase option for our customers who are interested in gifting or receiving only one box before committing to our quarterly or annual subscription.

Our boxes make a great subscription and one-off gifts for yourself and just about anyone who enjoys decorating or has an appreciation for interior decor. Through your subscription with MY TROVE BOX you are also a part of something much bigger than what’s in the box! You are providing economic empowerment to global communities, women-owned small businesses, and artisans.

If you love decorating your own home, and think you would enjoy the value MY TROVE BOX provides, please join our membership - we would love to have you!

We have just added a one-time purchase option for our customers who are interested in gifting or receiving only one box before committing to our quarterly or annual subscription.

IMPORTANT TO NOTE: If you are gifting a subscription Membership, not a single purchase box, you will be billed on an ongoing basis (either Quarterly or Annually) until you pause or cancel this subscription. You are welcome to transfer the account information and/or adjust billing information to allow the giftee to continue their membership, keep it for yourself, or pause or cancel the subscription from your MY ACCOUNT page anytime. If you need help with this, just email our Support Team at help@mytrovebox.com and we will happily assist you!

Please note: Failure to submit a cancellation prior to or on the 25th of the preceding month (refer to schedule below), your renewal and order will be entered into the fulfillment process, where it will be considered final and nonrefundable.


- August 25th for September 1st Fall Renewal

- November 25th for December 1st Winter Renewal

- February 25th for March 1st Spring Renewal

- May 25th for June 1st Summer Renewal

Yes!

If you are interested in purchasing 4 or more boxes, please send an email to: hello@mytrovebox.com.

We’d love to hear about your company and product!

Please email collab@mytrovebox.com and tell us more!

MY TROVE BOX purchases are nonrefundable and we do not accept returns or exchanges. Any returns made to us will not be eligible for a refund.

If you have received a damaged product, or if you are missing a product, please email our Support Team at help@mytrovebox.com within two (2) weeks of delivery, and we will assist you with getting the item replaced! In order to help us expedite replacement of any damaged product, please include photos of the damages when reaching out to our Support Team. Please also be prepared to send the damaged item back to us.

If your delivery is missing, we must be notified via email within two (2) weeks of receiving your tracking information. If MY TROVE BOX is not notified within that time frame, we can no longer be held accountable for the missing items and will not be able to offer a replacement or refund. All refunds are granted at the sole discretion of MY TROVE BOX.

We deeply regret any time a Member’s experience is impacted as a result of a damaged or incomplete shipment.

IMPORTANT TO NOTE: MY TROVE BOX reserves the right to terminate a customer’s membership(s) in the event of a fraudulent claim for goods received and misrepresented as damaged or missing.

Should you ever receive a product that is damaged, or your shipment is missing a product altogether, please send an email to help@mytrovebox.com within two (2) weeks of delivery and our Support Team will assist you with replacing this item! To expedite this process, please include a photo of the damaged product.

IMPORTANT TO NOTE: MY TROVE BOX reserves the right to terminate a customer’s membership(s) in the event of a fraudulent claim for goods received and misrepresented as damaged or missing.

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