This agreement covers the day-to-day operating work that sits behind your subscription shipments, plus the initial setup work where we build the first plan and put the system in place. If you’ve accepted a proposal or order form from us, that document is part of this agreement, and this agreement explains how we work together once the work starts.
Order details
Your accepted order form is the page that says what you are buying from us: the subscription box operations retainer, what’s included, the start date, the monthly cadence, and the pricing. It can also name the first box cycle we are planning for, where shipments are going, and any special handling like fragile items, temperature sensitivity, or branded inserts.
These standard terms apply to every cycle we run with you. If the order form and these terms ever say different things about the same topic, we follow the order form for that topic. Everything else runs as written here so we do not have to renegotiate the basics each month.
What you get
We will deliver subscription box operations as ordered, including setup and ongoing monthly execution. We’ll use your approved box cadence, target ship day, destinations, and any non-negotiables for contents as the baseline, and we’ll confirm the cycle cutoff date during kickoff so the pack list can lock before we print labels and start kitting.
* Three-month box plan * Catalog and pricing setup * Supplier and artisan sourcing * Pick-and-pack and kitting * Fulfillment coordination * Subscriber support operations
Payment
Setup work is billed 30% to start, and the remaining 70% is billed when setup is complete. Ongoing retainer work is invoiced at the start of each month, covering that month’s subscription box operations work as described in your order form. Each invoice is payable within 7 days of its date.
If an invoice goes past due, we will pause non-essential work first, like optional sourcing outreach, report deep-dives, or add-on projects. If it remains unpaid, we may also pause pack-out and courier handoff for the next drop, because we cannot release shipments we are paying out of pocket to move. We will tell you what is paused, what is still running (if anything), and what date we need payment by to protect your ship day.
Shipping and returns
For each cycle, we ship based on the approved pack list, counts, and label plan. We do not run labels or begin kitting until you approve those in writing, because those files set the quantities we ship. Once parcels are handed to the courier or cross-border partner, delivery timing is driven by the carrier network and, where relevant, customs processing.
Responsibility for the physical parcels moves at handoff to the courier, but we stay on the thread: we run a tracking sweep, flag exceptions, and work the held-parcel queue with you. If items arrive short or damaged, tell us quickly with photos and order details so we can sort the cause. We agree the rule for shortages and damage before the first pack-out and then follow it each cycle: supplier issues go back to the supplier, packing errors are on us, and transit damage follows the carrier claim process.
Renewal
This engagement is a retainer. The order form states the initial term, start date, and what is included each month. When the initial term ends, the retainer renews automatically on the same cadence unless you tell us you do not want to renew.
Because subscription operations runs on lead times, inventory intake, and label files, we need notice before renewal so we can stop committing costs in your name. We will agree the notice period with you in writing in the order form or in an email you reply to. If you give notice after we have already started work for the next cycle, you will still cover the work and any non-cancellable costs already committed for that cycle, and we will hand over the cycle status so you can take it in-house or move it to another operator.
What we’re responsible for
We’re responsible for the work we control inside our operation: counted intake, kitting accuracy, pack-out against the approved pack list, label file handling, and handing parcels to the courier with the correct counts and tracking identifiers. If we make a packing mistake, we fix it fast, run the replacement queue, and tell you what changed so subscriber support stays consistent.
We cannot guarantee courier delivery timelines or customs release, and we are not responsible for delays caused by incomplete or incorrect address details, missing recipient information needed for customs, restricted items, or contents you require that are not available within the lead time. When those issues appear, we will surface them early with options, dates, and the next dispatch we can realistically hit once you approve a path forward.
Ending the work
Either of us can end the retainer by giving notice. We will agree the notice period with you in writing so it matches your cycle timing and avoids a mid-pack-out stop. Until the end date, we will keep running the work we can run safely and predictably, and we will be explicit about what we can and cannot finish within the remaining time.
If the agreement ends, you will pay for all work completed up to the end date, plus any non-cancellable costs we committed with your approval (for example, confirmed supplier orders, packaging purchases, or carrier charges). Within a reasonable wrap-up window, we will hand over what you need to continue: the current three-month plan status, supplier list and lead times we confirmed, inventory counts and reconciliation notes, open issues in the replacement and refund queue, and the latest reporting on renewals, churn, and cohorts.
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