Friends Box FAQ
IMPORTANT DATES
| Season Box | Apparel Size & Address Change |
Billing Dates* | Shipping Dates* |
| Spring Box | Must be made before March 10th | Billed the week of March 14th | Ships May |
| Summer Box | Must be made before June 3rd | Billed the week of June 10th | Ships Late-July |
| Fall Box | Must be made before September 3rd | September 17th | Ships Late October |
| Winter Box | Must be made before November 5th | Billed November 11th | Ships Early December |
*Dates are subject to change. Subscribers will be notified of any changes.
GENERAL QUESTIONS
WHAT'S INSIDE THE FRIENDS BOX?
Any Friends fan is going to love what they find inside the Friends Box. Filled with merchandise based on the characters and iconic moments from the popular series, there is something inside that will bring all the sentimental feelings rushing back. You'll be getting completely exclusive, premium Friends collectibles and apparel that you can't find anywhere else! We won't tell you everything coming in the box, but it’s filled with fun and amazing stuff you can’t get anywhere else!
WHO ARE WE?
The Friends Box is brought to you by CultureFly, an official licensee of Friends and Warner Bros. How you doin’?
CAN’T I JUST BUY THESE ITEMS IN STORES?
Nope! These items aren’t available in stores. They are all exclusive, premium items made by us specifically for these boxes! If you want them, you'll have to subscribe!
HOW OFTEN WILL I RECEIVE THE FRIENDS COLLECTION?
The Friends Box is a subscription service. You will receive a new mystery box seasonally.
WHEN WILL BY BOX SHIP?
The Friends Box ships on a quarterly schedule, every 3-4 months.
***Please refer to the Important Dates chart above for more information.***
CAN I GIVE THE FRIENDS BOX AS A GIFT?
Yes. You can gift a subscription by creating a new account with a new username and password for the recipient. If the box does not ship on exact the date you need it by, use this gift receipt to let them know it's on the way.
WHAT COUNTRIES DO WE SHIP TO?
Friends are all over the world. We ship to all 50 States in the U.S, plus the following countries: Australia, Belgium, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland and the UK.
HOW MUCH DOES SHIPPING COST?
Our boxes will ship anywhere in the USA for a flat rate of $7.
International Customers are required to pay any relevant duties, customs, or taxes associated with their Country. International shipping rates are as follows:
- Australia $25.00
- Belgium $25.00
- Canada $20.00
- Croatia $30.00
- Denmark $25.00
- Estonia $30.00
- Finland $25.00
- France $25.00
- Germany $25.00
- Gibraltar $30.00
- Hungary $30.00
- Israel $25.00
- Ireland $25.00
- Italy $25.00
- Latvia $30.00
- Lithuania $30.00
- Luxembourg $30.00
- Malaysia $30.00
- Malta $30.00
- Netherlands $25.00
- New Zealand $25.00
- Portugal $25.00
- Singapore $25.00
- Spain $25.00
- Sweden $25.00
- Switzerland $25.00
- UK $25.00
WHY ARE INTERNATIONAL SHIPPING FEES MORE THAN DOMESTIC?
International shipping fees vary from country to country. Each international box is shipped with Priority Express International Shipping and is fully insured and trackable.
ONCE MY BOX SHIPS, HOW LONG WILL IT TAKE TO ARRIVE?
If you are a subscriber located in the USA, you will receive a shipping notification when your box is dispatched via USPS along with a tracking number. At that point, your box will arrive within 1 to 5 business days. Please be aware that international packages may be delayed by customs and that you are responsible for any associated import fees.
Any new subscription that comes after that quarter's box has already started shipping may take up to two weeks to ship
WHY DOES TRACKING SEEM TO BE TAKING LONGER THAN IT SHOULD?
The boxes actually ship from California even though our return address is listed in New York City – where our home office is. We do that in the event your box is marked ‘return to sender,’ it comes back to our offices and we can get it to its rightful home! Our boxes ship out of our main warehouse in California.
WHY ARE WE ASKING FOR YOUR SHIRT SIZE?
Some boxes will contain apparel, so to ensure your box is delivered quickly, we ask you for your size at sign up! All of our apparel is in unisex sizes. Each box may have a different type of apparel, this includes: t-shirts, long sleeve shirts, sweatshirts, and jackets.
WHAT IS THE DIFFERENCE BETWEEN THE QUARTERLY AND ANNUAL PLANS?
We offer two different plans to make it easier for you to get your Friends goodies. Both plans are set to auto-renew, so you never miss a box.
Quarterly Plan = costs $39.99 plus shipping, you will be billed a month before your box ships.
Annual Plan = costs $35.99 per box plus shipping, you will be billed for all 4 boxes at signup.
If you choose to sign up for the Annual Plan, you’ll save 10% each box!
*Sales tax may be applicable
IF I SUBSCRIBED TO THE QUARTERLY OR ANNUAL PLAN, DO I AUTOMATICALLY GET RENEWED?
Yes, you will automatically be renewed for the original plan you purchased.
WHEN WILL I BE BILLED FOR A RECURRING SUBSCRIPTION? **PLEASE NOTE, YOU WILL BE CHARGED IN FULL ON INITIAL SIGNUP**
At signup, you will be charged $39.99 plus shipping for the Quarterly plan and $143.96 plus shipping for the Annual plan. Both plans are set to auto-renew once your initial plan has ended.
***Please refer to the Important Dates chart above for more information***
WHAT CURRENCY WILL I BE CHARGED IN?
All orders on culturefly.com are processed in U.S. dollars.
WHAT PAYMENTS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, and Discover.
HOW DO I UPDATE MY PAYMENT INFORMATION?
In order to change your Credit Card info, log into your account, click Manage All Other Subscriptions > under Billing, click on Edit.
HOW DO I CANCEL MY SUBSCRIPTION?
We’re sorry to see you go! If you have to cancel your subscription click on the My Account Icon > click on Manage All Other Subscriptions > under Status, click Edit next to the Active option > Switch to Inactive. If you are having any issues with canceling, please email contact@culturefly.com.
Quarterly Plans can be canceled between seasons, as long as your next box hasn’t shipped.
Annual Plans can be canceled after your 4th box has shipped.
ACCOUNT QUESTIONS
HOW DO I CHANGE MY T-SHIRT SIZE?
To change your shirt size, log in, click on My Account > then Manage All Other Subscriptions> select Edit on your current subscription> click Change Product Size. Please make sure you change your t-shirt size before the cut-off date.
***Please refer to the Important Dates chart above for more information.***
HOW DO I CHANGE MY SHIPPING ADDRESS?
To update your billing and shipping address, log in, click on My Account Icon > click on Manage Subscriptions> Select Edit on your current subscription and you will be able to update your billing and shipping addresses. Make sure everything is up to date and spelled correctly! We don’t want to have a Miss Chanandler Bong incident. Please make sure you change your address before the cut-off date.
***Please refer to the Important Dates chart above for more information.***
EXCHANGES AND RETURNS
AN ITEM WAS BROKEN OR DAMAGED IN MY FRIENDS BOX. WHAT SHOULD I DO?
Any damages, refunds or replacement requests must be requested within 30 days of receiving your shipment. Due to inventory changes, we do not guarantee that all requests will be accommodated as requested. Once processed, you will be asked to verify your shipping address and you will receive new tracking information.
We do not offer refunds or replacements for items that have been used, washed or tampered with.
As a mystery style subscription, we do not offer returns, refunds or credits for the dissatisfaction of subscription contents.
You may reach out to customer support with photos documenting the damage in a photo or video in an email with the full name and email associated with the account.
We will be able to replace the item/s unless the item is not in stock, then we will offer a refund for the damaged item.
Please do take note that waiting for a replacement can take up to 8 weeks.
Send an email with a picture of the damaged item to: contact@culturefly.com
If, for any reason, a full return of the box is approved, the box will need to be returned to us unopened and in the original shrink-wrap.
MY SHIPPING BOX HAS A DENT?
We put a lot of thought into designing our boxes to make sure they are visually appealing. Please keep in mind the box is primarily for shipping and is designed to protect what’s inside. We do not offer replacements for any damaged box.
I RECEIVED THE WRONG SHIRT SIZE. WHAT SHOULD I DO?
Our team should be able to help! If you received the wrong size in your box please send an email to: contact@culturefly.com and we'll do everything we can to fix it!