Frequently Asked Questions

Ordering and Billing

1. What forms of payment do you take?

   We accept PayPal, Afterpay, 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 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.

3. 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: AK, AL, AR, AZ, CA, CO, CT, FL, GA, HI, IL, IN, IA, KS, KY, LA, MA, MD, ME, MI, MN, MO, NC, ND, NE, NJ, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, and WY. These taxes are imposed by the state on the purchase of goods and services and are not limited to 1Canoe2. The applicable rate is set by each state respectively.

4. What are the terms for Preordering?

   Please read all terms thoroughly before agreeing to purchase via the Preorder system. Any cancellation of a Preordered item will be subject to a $15 cancellation fee, unless a different amount is stipulated in the terms of the agreement. All preorders are non-refundable. Discounts may not be applied to preorder items.

5. How do I update my credit card?

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

Classes

1. How do I access my classes?

   Once you are logged into your account, just visit your “My Classes” page under "My Account"!

2. What will I receive when I enroll?

   You'll gain unlimited online access to a classroom with instructional videos. There is no physical product shipped out with the purchase of a class.

3. Can I take a lesson more than once?

   Classes are self-paced. You can return to the classroom and watch the videos as many times as you want, on any device!

4. Will I be able to access my classes when I’m offline?

   No. You will need internet connection to access your account and classes.

Shipping and Returns

1. When will my order ship?

   Please note shipping timeframes do not include time needed to fulfill your order. Orders may take up to 3-5 business days to be fulfilled and shipped. You can view our shipping policies here.

2. How much is shipping?

   Shipping rates for items from the shop will vary by service type and weight/size of order. Refer to the checkout page for accurate shipping and handling amounts. Orders of $100 or more shipping in the U.S. ($150 or more shipping to Canada) with economy service get FREE shipping. More shipping information can be found here.

3. 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. In addition, completed orders are listed on your account under my orders. Please review those items, as these terms apply to duplicate items as well.

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 note shipping timeframes do not include time needed to fulfill your order. Visit our shipping page for further clarification.

5. 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.

Hi-Five Subscription

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

   Month-to-month commitment means that you are signing up for a recurring monthly subscription. Your subscription will continue until you request to cancel.

   We do offer 6-month and 12-month commitment options. Please know you are committing to purchasing 6 or 12 months worth of kits with these options. In exchange for a longer commitment, you will receive better pricing on your kits. Your subscription will continue at the same payment level once you have fulfilled that commitment and until you choose to cancel.

2. How do I cancel my subscription?

   To cancel your subscription, you must contact our Customer Experience team here. To allow adequate time for us to process subscription orders, we ask that you please do not cancel between the 1st - 3rd 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 1st - 3rd of the month, there will be a $15 cancellation fee. After your subscription order has charged and processed on the 3rd, you may then get in touch with us to cancel your subscription if you do not wish to continue it. For subscriptions with a six month or twelve month commitment, you will be charged 50% of your remaining commitment at the time of cancellation. Six month and twelve month subscriptions will not incur an additional $15 cancellation fee if they are cancelled after the 1st of the month. Our customer service team is more than happy to answer any questions or concerns you may have regarding the above policies!

3. When will my credit/debit card be billed for my subscription?

   Your credit/debit card will be billed when you start your new subscription, then you will be billed on the 3rd of each month for your recurring subscription.

4. How do I update my credit card?

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

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 kit until you contact us to cancel. Your subscription will continue on a month-to-month basis at the rate you initially signed up with. 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. I have a subscription – do I need to manually purchase a kit every month?

   No. Please do not purchase the monthly kit unless you want duplicates. Kit orders are automatically created on the 3rd of the month.

7. When will my subscription kit ship?

   Subscription orders ship on the 3rd of every month or the next business day.

8. How do I choose add-on items to ship with my subscription order?

   1. Go to your MY ACCOUNT menu and select MY ORDERS & SUBSCRIPTIONS. 

   2. Click on your active subscription link under MY SUBSCRIPTIONS. 

   3. You will then be taken to your subscription box page. Scroll down until you see "Add to your box". Any available add-ons will be shown there with "add to box" button from 12pm ET on the 1st of each month through 11:59pm ET on the 2nd. 

   4. You will see "Your Box" on the right side of the page with your contents and can remove add-on items if you need to. Your subscription item(s) and add-ons will be charged on the 18th of each month.

9. How do the kit Add-Ons work?

   On the 1st of every month, a new Hive Five kit is revealed and subscribers will have the opportunity to view and select exclusive Add-On items available for purchase, to add to their monthly subscription order, for no additional shipping fees. The selection period for Add-On items will be the 1st at 12:00 PM EST through 11:59 pm EST on the 2nd. Items in the shop that are not included as "add-ons" cannot be added to your subscription order and must be purchased as a separate order.

   On the 3rd of every month during your subscription, we'll collect payment of the base fee stated next to the level of commitment plus the cost of any selected Add-Ons. Please review your selected items in your box before the choosing period ends at 11:59pm EST on the 2nd.

Subscription Skipping

1. How do I skip a kit?

   Under “My Subscriptions” you will see your active subscriptions and the option to skip to the right. After selecting “skip a month”, you will be directed to more information and the ability to skip the upcoming month’s kit. Month-to-month, 6-month, and 12-month subscribers are all eligible to skip an upcoming month’s kit. If you wish to skip the upcoming month’s kit, skip your kit BEFORE the 1st of the month. If you skip ON or AFTER the 1st of the month, you will be skipping the following month’s kit. Skipping allows you to skip the upcoming kit, 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 kit within your subscription commitment term. Your subscription will automatically resume after the month you skip.

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

   If you change your mind and want to receive the newest Hi-Five kit, simply cancel your skip before 11:59pm ET on the 2nd.

3. I forgot to skip before the 1st of the month, now what?

   If you do not skip before the 1st of the month, you will receive the kit revealing on the 1st. No changes can be made after the 1st of the month. Returns and refunds cannot be issued for non skipped months

4. Does skipping a kit count towards my commitment?

   If you skip a month, it does not count towards your commitment. Only an active and shipped kit order will be applied to your subscription commitment.

5. How often can I skip a kit?

   Skipping allows you to skip the upcoming kit, 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 kit within your subscription commitment term. Your subscription will automatically resume after the month you skip.