Frequently Asked Questions

Ordering and Billing

1. What forms of payment do you accept?

   We accept Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards. Debit cards that are backed by any of the above listed cards are accepted as well. You may change your billing information at any time by accessing your account preferences.

2. How do I update my credit card?

   You can update your information through your account. Just click on “update” under your payment method.

3. When will I be billed for my subscription each month?

   For new subscriptions, your credit or debit card will be billed immediately, and you will receive the current clutch. All future charges will occur on the 20th of each month. 

4. How do I make changes in my shipping or billing information?

   If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this includes email, shipping address, shipping service, and order contents.

5. Will I be charged sales tax?

   Customers who live in the following states will have sales tax listed at checkout as a separate line item: AR, AZ, CA, CO, CT, FL, GA, HI, IL, IN, IA, KS, KY, LA, MD, ME, MI, MN, MO, NC, ND, NE, NJ, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, WA, WI, WV, and WY. These taxes are imposed by the state on the purchase of goods and services and are not limited to Studio DIY. The applicable rate is set by each state respectively.

6. What are the terms for preorders?

   Please read all terms thoroughly before agreeing to purchase a preordered item. Once added to the preorder list for an item, you have agreed to purchase that particular item. Cancellations of your preorder may not be allowed. Please refer to the Terms of Purchase for additional clarification.

Shipping and Returns

1. When will my order ship?

   Subscription orders ship out on the 20th of each month (or the next business day). For questions regarding delivery times to your location please refer to our shipping policy page shipping policy page.

2. What is the return policy?

   Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. Please review those items, as these terms apply to duplicate items as well. In addition, completed orders are listed on your account under MY ORDERS & SUBSCRIPTIONS.

3. How much is shipping?

   All subscription orders ship for free domestically. International subscription orders have a $3 handling fee. 

   Shipping rates for items from the shop will vary by service type, weight/size of order, and dollar amount of order. Refer to the Checkout page for accurate shipping and handling amounts. Please go to our shipping policy page for more information on our policies. Free shipping for all domestic orders of $59 and Canadian orders of $99. Free shipping applies to Economy shipping only. This excludes digital items and items with fixed shipping.

4. How will my order be shipped?

   Though we use a variety of shipping methods, our two primary methods of shipping are United States Postal Service and UPS. The shipping method used for each order will be determined by several factors including the weight/size of your package, the type of package, and the shipping destination. Please go to our shipping page for more complete details.

5. What if my item(s) is damaged?

   Please start a conversation with our Customer Experience team and provide a picture of the damage.

6. What happens if an item(s) is missing from my order?

   Please start a conversation with our Customer Experience team.

7. I haven't received my order.What now?

   Please review your shipping address on your order details to ensure all information is correct. For domestic orders with economy service, we can declare a package as lost or missing once it has been 30 days post shipment date. 

   Please note that it may take longer than usual for your order to arrive. International economy shipping service is experiencing transit and delivery delays due to Covid-19. Both shipping and customs processes are backlogged at this time. Because of this, we are not deeming orders lost in the normal 45 day period. We are asking for more time for these packages to make their way to you before declaring them lost.  If you never receive your package, we will absolutely honor our lost parcel policy. Please visit our shipping page for more shipping information.

Subscriptions

1. How do I cancel my subscription?

   To cancel a subscription, you must start a conversation with us here. To allow adequate time for us to process subscription orders, we ask that you please do not cancel in our administrative blackout period between the 16th and the 20th of the month. If you must cancel during this time, please see below for further details regarding cancellation fees. 

   If you have a month-to-month subscription and you request to cancel between the 11th through the 19th of the month, there will be a $15 cancellation fee. After your subscription order has shipped on the 20th, you may then get in touch with us to cancel your subscription. For subscriptions with a six month or twelve month commitment, you will be charged 50% of your remaining commitment at the time of cancellation. Our customer experience team is more than happy to answer any questions or concerns you may have regarding the above policies!

2. I have a subscription. Do I need to manually place my order each month?

   No - we'll take care of that for you! Purchase all the extra goodies that you desire, but please do not purchase the monthly kit unless you want duplicates. Upon checkout, your account will be charged for the first month of your subscription. Each month thereafter, your subscription will be billed on the 20th of the month. Each month, a new clutch and various flair designs will be revealed on the 16th at 10am ET.  You have until the 19th at 11:59PM EST to add flair to your box at no additional shipping charge.  Cancellation of month-to-month subscriptions during our administrative/shipping blackout period between the 11th of the month through the 19th of the following month will result in a $15 cancellation fee. 

3. What does month-to-month commitment mean?

   Month-to-month commitment means that you are signing up for a recurring monthly subscription. This is a good option for people who might want to try out the product before agreeing to a longer commitment.

4. When will I be billed for my subscription each month?

   For new subscriptions, your credit or debit card will be billed immediately, and you will receive the current clutch. All future charges will occur on the 20th of each month. 

5. What happens when I complete my initial subscription commitment? Is my subscription ongoing?

   Each type of subscription (month-to-month, 6-month, and 12-month) is ongoing, so you will continue to receive a monthly clutch until you contact us to cancel. Your subscription will continue on a month-to-month basis at the rate you initially signed up with. This policy is implemented as an extension of gratitude for our loyal customers by offering an extended discounted rate. If you wish to cancel following final shipment within your initial commitment, we simply ask that you notify us via conversation. 

   For information regarding cancellation prior to the completion of your commitment, please refer to “Can I cancel my subscription?” located in this FAQ thread.

6. How do I purchase flair?

   You must be a "Can't Clutch This" subscriber or have the "Can't Clutch This" subscription in your cart to purchase flair. Please note that, at this time, gift subscribers are unable to add flair to their subscriptions. If you are a gift subscriber and would like to add flair to your monthly clutch, please start a conversation with us and we would be glad to manually process your flair order!

7. Can I purchase previous month's clutches?

   At this time, previous clutches are not available for purchase, but we do have Past Clutch Sales throughout the year. Please be on the lookout!

8. Am I charged additional shipping for the flair I add to my box?

   No. You may add as many of the current month's featured flair and add-on items as you’d like to your box for no additional charge when you order your clutch.

   Come back each month between the 16th-19th at 11:59PM EST, and add as many of these items to your box as you'd like for no additional shipping charges.

Subscription Skipping

1. When can I skip a clutch?

   If you choose to skip the new clutch being revealed on the 16th, you must select this option before 11:59PM ET on the 15th - before the clutch is revealed. If you choose to skip the next month’s clutch, you may do so between the 16th - 15th of the next month.

2. I forgot to skip before the 16th of the month, now what?

   If you do not skip before 11:59pm ET on the 16th of the month, you may choose to cancel your subscription, but will be charged a cancellation fee of $15. You cannot skip the current clutch between the 16th - 20th of the month. Returns and refunds cannot be issued for forgotten skips.

3. What if I change my mind after I schedule to skip a month?

   If you change your mind and want to receive the "skipped" clutch, simply cancel your skip before 11:59pm ET on the 19th.

4. How often can I skip clutches?

   Skipping allows you to skip the upcoming clutch, one month at a time. You are not able to skip the same subscription two consecutive months in a row, however, there is no limit on the number of times you can skip a month’s clutch within your subscription commitment term. Your subscription will automatically resume after the month you skip.

5. Can I skip future clutches?

   No. You can only skip the upcoming clutch.