We realize that not all of you have received emails regarding the recent updates that will be made to the new Studio Calico site, so we have complied everything you need to know here. Here is what you need to know.
pricing & subscriptions
Late last year and early this year, we took a hard look at how to make sure we could maintain price stability while still providing inspiration, education, and high quality products. We needed to make sure we didn't have money spent on wasted inventory, which most certainly would result in price increases, which we haven't done in 8 years and we didn't want to start doing now. Instead, we chose to be better predictors of inventory, which means a requiring a commitment from our customers. By accurately predicting quantities, we would not need to raise prices, which after listening to our customers and focus groups, we determined was the correct course of action. As always, we will continue to reward our customers, especially the most loyal. We wouldn't be here without you! Our current practice is to ship rewards orders on the first day of shipping, and we have not discussed changing that benefit. However, we are constantly reviewing our perks and trying to improve them, and we have been collecting information from our customers on what's important to you as a rewards member. We're in the early stages of analysis there, but do plan to make a change later this year or early next year so we can change as your needs change and as our offering grows. I understand the concern about canceling with a penalty. If an emergency arises, please let our customer service team know and they will work with you as they have in the past. We are real people here with compassion and big hearts and want to always do what's right for you. Especially for our international customers, we couldn't sustain the high shipping costs and excess inventory that came along with it. In exchange for your commitment, we are giving you the least expensive price, along with 6 months to think about what's the best option for you.
- April Foster, Studio Calico CEO
This chart demonstrates current pricing (plus shipping) in italics vs. new pricing (plus handling fees) in bold:
Domestic customers, here are the new pricing plan options:
Scrapbook Kit (shipping included)
Card Kit (shipping included)
Project Life® (shipping included)
Planner Kit (shipping included)
To Our Current Subscribers –
You do not need to decide which plan you would like right away. We understand that different scenarios result in either savings or a slight price increase. All previous subscribers will not be charged more than they were previously paying. Official communication from Rob, our Customer Experience Manager will be sent to those effected.
Choose Your Plan.
Not sure which plan you'd like? You've got plenty of time to decide. Once you make your decision, simply open up a conversation with our Customer Service team once the new site launches and they will help you. All subscribers with a remaining commitment will have their cancellation fee waived provided they are selecting one of our new plans. If you haven't switched by January 1, we'll place you in our month-to-month subscription plan at the new month-to-month price. If you decide you'd prefer a 6 month or 12 month plan, our Customer Service team will gladly place you on your preferred plan.
Rewards Program.
Your Rewards status will not be changed by this new subscription model. We are currently evaluating this program and looking to make improvements to it later this year. However, this will not affect your eligibility or status in any way.
Cancellation Policy.
Please start a conversation with our Customer Service team in order to cancel a subscription. To allow adequate time for Customer Service to process subscription orders, subscription orders can't be cancelled between the 1st of the month and the 5th of the month. After your subscription order has shipped, you can contact Customer Service, and they will process your cancellation.
If you have a month-to-month subscription and request to cancel after the 25th of the month, there will be a $15 cancellation fee. 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 25th of the month.
SHIPPING
Domestic Shipping Changes
Free Shipping During Bundling. Starting with our new site, subscribers will be able to add to their kit with no additional shipping fees!
Choose your shipping method. During checkout, you will be able to choose from three shipping options: economy, upgraded, or expedited. Each subscriber will default to economy shipping which is the most affordable service to your address. If you'd like to receive your items faster, just choose upgraded or expedited for an additional fee (listed at checkout).
Free shipping with $79 purchase. If you choose to shop outside of the bundling window, the $79 threshold will still allow you to enjoy free shipping.
International Shipping Changes
Low Handling Fee. All international subscription kits will ship for a $3 handling fee per kit. We heard your frustration with the 3.9% + shipping fee and have worked hard with our shipping companies to make shipping our kits to you more affordable than ever.
Choose your shipping method. During checkout, you will be able to choose from three shipping options: economy, upgraded, or expedited. Each subscriber will default to economy shipping which is the most affordable service to your address. If you'd like to receive your items faster, just choose upgraded or expedited for an additional fee (listed at checkout).
Nominal Shipping Fees for Add-ons. If you choose to bundle items with your purchase, your shipping fee will now be calculated on weight. Our team worked very hard with our shipping vendors to offer you the most affordable, yet reliable services. As you add small and lightweight items to your kit, you'll notice nominal shipping fees. All shipping fees are calculated based on weight and size. As you add larger items to your cart, you'll notice your shipping charges increase. If you don't order any additional items with your kit, you won't be charged the additional shipping fee beyond the $3 handling fee.
Canadian Free Shipping. Canadian customers will have a $99 threshold for free shipping.
Subscriptions and Shipping FAQ's
If your question is not answered below, please start a conversation with our customer experience team and they’d be happy to assist you.
Q: I’m a subscriber and I want to cancel my subscription. What is my cancellation policy?
A: You will never have to pay a cancellation policy that you did not agree to. As a current subscriber, you are not subject to the new cancellation policy. The new cancellation policy takes place when you convert to one of the new pricing structures. Therefore, as long has you have fulfilled your original commitment, you can cancel your subscription anytime prior to the 25th of each month and you will not incur any cancellation fees.
Q: How come multiple subscribers have to pay for the shipping price increase 3 times?
A: We’ve identified those affected and those who have been affected negatively have been contacted individually. If you have not, please start a conversation with our customer experience team and they can assist you.
Q: What if I want a second kit from my current sub - sometimes I want a second PL kit in the same month it is launched. Would I have to start two subs to do so?
A: You would need to sign up for the month-to-month option and then cancel. We would waive any fees. Please remember that a month-to-month subscription will continue each month until you tell us otherwise, and has no commitment tied to it.
Q: I have multiple subscriptions. How will this affect me in terms of the cancellation policy?
A: You will never have to pay a cancellation policy that you did not agree to. From now until January 1st, if you have not opted for a new commitment, the old policy is in effect.
Q: What if I have a subscription that extends past January 1st?
A: 30 people fall into this category and have been contacted individually.
Q: What happens on July 1st if I have a subscription with no commitment left?
A: Your price changes to the new 12 month rate and you remain month-to-month until you take action. On January 1st, if you still have not taken action, you will be remain month-to -month but at the new higher rate.
Q: Can I purchase a kit without a subscription?
A: No. You must have a subscription to purchase a kit. Previous kits may be put up for sale at various times throughout the year and add-ons will be available in the shop.
Q: Is there still bundling?
A: Yes. There is still bundling. Domestic customers do not need to hit the $79 threshold any longer during kit bundling but can still get free shipping outside of the bundling period by hitting the $79 threshold. Canadian customers pay the handling fee of $3 per kit but can still get free shipping by hitting the $99 threshold inside and outside of the bundling period. International customers can still bundle but cannot achieve free shipping.
Q: What if I lose my job or have a family emergency and can’t pay the cancellation fee?
A: We value you as a customer and know that unforeseen circumstances do occur. If you come across this situation please contact our customer service team and they will assist you.
Q: Will rewards status be affected?
A: No. A subscriber is a subscriber.
Q: Are rewards perks changing?
A: Not right now but at some point in the future. Please give us your ideas via conversations.
Q: I see an option to “convert” on the “My Account” page next to my subscription info. What does this mean?
A: All current subscribers have the ability to convert their current subscription to one of the new options available. All subscribers have until January 1, 2016 to do so. If a current subscription has not been converted to a new subscription plan by this date, the subscription will default to a month-to-month plan.
UPDATED SCHEDULE
Along with the new site, we'll be shifting the dates of our monthly product sneak peek and reveal. Based off the feedback that sometimes our lingo isn't always intuitive and can be difficult for our newer members to know how it all works here, Sneak Peeks will now be referred to as "Preview".
A few notes about the new dates and times:
You’ll get a handy dandy schedule in your next subscription box with these dates and times!
We recognize that this timing may not be convenient to everyone around the world and we apologize for any inconvenience these time changes may cause you.
OTHER COOL NEW FEATURES
In the new Community section, members will be able to easily upload photos as they have in the past, but there will be the additional function of the ability to upload movies and gifs to share on-site, including during Live Chats. You'll also have the option to connect to your account through your Facebook, using the sign-up and connect feature. The member gallery will also have featured projects at the top, which will rotate to give us a chance to highlight and celebrate different members of our community!
PREVIEW
On the 22nd of each month, our Preview page will be updated with a video that features a sneak peek of some of the upcoming month’s kits and add-ons, which are Revealed on the 1st. During this time, subscribers will also have an opportunity to “customize their box” and pre-order select add-ons prior to Reveal, along with special items exclusive to their subscription types. All items added to a subscriber's box, no matter where they live, will ship for FREE! In addition, on the 22nd and 23rd of each month, these items will be discounted at a special subscriber rate.
PREVIEW FAQ's
Q: What does "add to box" mean?
A: Subscribers have the ability to purchase exclusive items to add to their kit shipment for no additional shipping fee. This goes for all customers everywhere in the world. For two days only, subscribers will also have the ability to preorder add-ons specific to their subscription at a discounted price. These items will be available on the 22nd of each month during our monthly Preview!
Q: So I can pre-order add-ons specific to my subscription type now?
A: Yes! These will be available to pre-order at a discounted price for 2 days.
Q: When will I be able to purchase add-ons from another subscription type?
A: UPDATED: Presale, on the 1st of the month at noon EST
Q: How long will I receive the special subscriber discounted price?
A: Normally these discounts will be available on the 22nd and 23rd of each month.
Q: How many add-on kits will there be each month? Can I see the pricing of all the add-ons before the 1st?
A: The number of add-ons will vary from month to month. Some months there may be more, some months less. Pricing will be displayed prior to Reveal, only for add-ons available at the Preview pre-order. All other pricing will be “revealed” along with the kits on the 1st.
Q: Can we use Calico Points or gift cards for pre-orders?
A: No, Calico Points or gift cards may not be used for pre-orders. A pre-order will be automatically charged to your credit card on file.
Q: How much time will I have to hold an item in my cart?
A: All items in your cart will have a timer displayed, each with 5 minutes. After 5 minutes, that item could potentially fall out of your cart.