Customer Service - Cairn

FREE Shipping on gifts $25 or more AND all Subscriptions!

FREE Shipping on gifts $25 or more AND all Subscriptions!

Customer Service

SUBSCRIPTION

How does the monthly subscription work?

Simply sign up for a monthly subscription and a box will arrive on your doorstep each month filled with recreational based products. You will automatically be billed monthly and can cancel 100% hassle-free any time by either logging into your account and selecting to cancel service, or by sending us a quick email to info@getcairn.com with your name and account email address. Please be sure to cancel before the first of the month to avoid getting billed and shipped the next month’s box.

Does everyone get the same box every month?

It’s possible, but not guaranteed.  Part of the reason that we ask you non-personal information when you setup an account (e.g., gender and interests) is to help customize the box to you.  While there may be months where everyone gets the same box, there may also be months where multiple versions of the box are sent to our subscribers.  The intent is to put a box in your hand that best represents your recreational interests. As we grow, we'll be able to provide more and more customization with the boxes.

What’s included in a Cairn subscription?

Every month, you’ll receive a box of products that cater to an outdoor lifestyle. We work hard to curate products that recreational enthusiasts will love.

Sample categories that may be included in box:

  • Gear
  • Apparel
  • Food/Energy
  • Skincare
  • Emergency/Medical
Can I select the products for my box?

Part of the excitement of the box comes from not knowing what you are going to get and the surprise of opening it! Consequently, we do not allow subscribers to select their products. If you have a product you want to see in a future box, we would love to hear about it. You can email us at info@getcairn.com.

What if there’s a problem with my order?

If you have any questions about your order, please contact us at info@getcairn.com and we’ll take care of you!

What is your return and exchange policy?

Unfortunately, we do not accept returns and we do not offer exchanges for most products. (At times are are able to do exchanges with clothing products that need a different size. Email us if you are in this situation for more details.) We strive to curate boxes that our customers will love. If you were unhappy with one of your boxes, we’d like to hear about it. Please contact us at info@getcairn.com as we work to continuously improve your experience.

I’m not going to use a product I got, what should I do with it?

We recommend gifting products you may not use to other recreational enthusiasts you know. It's a great way to share the Cairn experience, and share the love.

MY ACCOUNT

When will I be billed for my monthly subscription?

Subscriptions will be charged the signup cost when you first purchase a subscription, and then on the first day of the renewal month from there on (as long as you stay subscribed).

In starting your recurring billing, we do take into consideration when the first box will ship. For example, if you sign-up and pay the first month’s box on March 25th, but your first subscription box is April’s box, then your recurring charges will begin on May 1st (this example is for a 1-month recurring subscription, the dates would be different for a 3-month (or other) subscription period, but the same concept would apply).

How do I update my billing or payment information?

There are two options for changing any billing/payment information:

1) in the initial email you received from us while setting up your subscription there is a Chargify Billing Portal Link. Select that link and you will be taken to a secure website to adjust your billing information.

2) You can login to your account on our website, and at the top of the “Your Account” page (in the Exclaimer) will be a link to this same Billing Portal. If you have trouble with either of these options, email us and we’d be happy to help: info@getcairn.com.

Can I cancel my subscription?

Yes. Monthly subscriptions can be cancelled any time by logging into your account on our website and going to the “Your Account” page, or by logging into the Chargify Billing Portal (link sent upon account setup). If you are having trouble locating either of these, please email us at info@getcairn.com and we’d be happy to help. Please cancel before the first of the month to avoid getting billed and shipped the next month’s box. Sorry, but gift orders are not eligible for a refund. We can delay shipment of future boxes, if you'd like. Just email us and we'll work through it with you.

Can I setup more than one box under my account?

At the moment, we are not able to accommodate multiple subscriptions under one account. Each subscription will need to be housed under a unique account.

Can I change the address throughout the life of my subscription?

Yes. There are two options for changing your shipping address:

1) in the initial email you received from us while setting up your subscription there is a Chargify Billing Portal Link. Select that link and you will be taken to a secure website to adjust your shipping information.

2) You can login to your account on our website, and at the top of the “Your Account” page (in the Exclaimer) will be a link to this same Billing Portal. If you have trouble with either of these options, email us and we’d be happy to help (info@getcairn.com).

Note that shipping address changes made after the 1st of the month may not go into effect until the following month’s box.

Is my credit card and personal information secure?

Absolutely. All payment and sensitive information provided through Cairn is protected with an encrypted Secure Socket Layer (SSL). Our site is PCI Compliant and is rigorously tested to ensure the utmost security.

SHIPPING

When can I expect my first shipment?

Subscriptions are shipped during the middle of the month (approximately the 15th of each month). If you sign up before our shipment has gone out for the month, your box will go out with all of our subscription boxes the middle of that month. If your order comes in after our middle-of-the-month mailing, we will put your box in the mail within 2-3 business days. There are occasional months where we aren't able to send your first box in the month that you signup. When this happens, we post this information on the signup page.

For gift subscribers, your box will go out within 2-3 business days of ordering. If you'd like us to wait to ship your gift until a specific date, we should be able to accommodate - email us the details.

You will receive an email with tracking information with your box ships. For more information on how this will work for your specific order, feel free to email us at info@getcairn.com

How will my box ship?

Currently our Cairn Boxes ship via USPS.

Can I track my shipment?

Yes. You will receive a tracking number via email when your order ships. Please note that bad weather and holidays can cause shipping delays.

Do you ship internationally?

Yes, we do! If you don't see your country listed during the checkout process, email us at info@getcairn.com and we'll get you setup.

What if one of the products is broken or damaged?

We strive to ensure top quality in every box. If you receive a broken or damaged item, please contact us ASAP at info@getcairn.com.

GIFTING

How do I send a Cairn subscription as a gift?

Gifting a Cairn subscription is easy! Just go to the “Gifting” tab and make your gift selection. Feel free to write a note in the box during checkout. Gift notes will be included in the recipient’s first box!

Do you offer gift-wrapping for gift purchases?

We do not offer custom gift-wrapping, but the packaging we use does have a strong gifting feel to it, as it's a part of experiencing and seeing the products each month.

If I purchase a gift subscription today, what month will the gift subscription start?

The first box in your gift subscription will ship within 2-3 business days of your order. Any follow on boxes (e.g., orders for 2 months or more) will be shipped with our middle-of-the-month subscription shipment.

GENERAL

I have an idea for a future box I'd like to share.

We welcome ideas for future boxes. Please send an email to info@getcairn with any ideas you have!

How do I provide feedback?

We love to hear from our subscribers! Please send us an email to info@getcairn.com.

Let us help you!!