If you updated your subscription but still received your old order, here's why and what happened.
Why this happens
Subscription orders are processed automatically between 2am–5am UTC on your renewal date.
If you make changes after processing has started, they won't apply to that renewal. The order you receive will reflect your previous subscription settings.
Example: You change your subscription on Tuesday at 3am UTC (during processing), but your renewal date was Tuesday. Your order was already sent to fulfillment, so you received your old items. Your next renewal will have your new items.
What this means for you
Your changes will apply to your next renewal, not the order that already shipped.
If you log into "My Subscriptions," your next renewal date should show your new items.
Tips for next time
Update your subscription at least one day before your renewal date to make sure changes apply
If you need items right away, there's an "I need it now" option in Manage Subscriptions
Not sure when your renewal date is? Check "My Subscriptions" — it shows the exact date
About your confirmation email
When you save subscription changes, an automatic email is sent to your account address.
📧 This email includes:
What you changed
When it was processed
Your next renewal date
Your new items
This email is helpful for us to investigate what happened — if you have it, share it with support.
Your situation doesn't match the above?
If you changed it weeks ago, it shows as saved in your account, but you still received old items — that's a system sync issue we can investigate.
Here's what we need:
Your order number
Screenshot of what "My Subscriptions" currently shows
The confirmation email (if you received one)
Approximately when you made the change
Once you have these, say you want to speak to a human agent, and we'll jump on it.