Managing my subscription

To create a subscription, simply choose the ‘Subscribe & Save’ option on the product page of any of the products which are available on subscription. Once selected, you will then be able to choose the item quantity and how often you wish to receive your subscription from a pre-defined list (ie., monthly, 2-monthly, etc). Then proceed to checkout where you will be given a summary of your subscription before checking out.

No. Our subscription service is only available through our website at this time, meaning our Customer Service team can only talk you through the process and help you with setting up a subscription, but they cannot do it for you. 

Yes. We believe that our subscription service offers our customers a convenient way to ensure that they stay stocked up on their supplements without the need to place repeat orders. However, we also appreciate that not every customer will want to move to a subscription and so we continue to offer our customers the option to place adhoc, one-time purchases. 

Yes. By pausing a subscription, you will not be charged and will not receive future recurring orders again, until you decide to unpause the subscription. Please bear in mind that changes to your subscription, including pausing your subscription, need to happen 1 day before your order is due to be fulfilled. You will not be able to make changes within 1 day of your fulfilment date. To pause or unpause a subscription, please navigate to ‘My Subscription Profiles’ within your ‘My Account’ section on our website (biocare.co.uk/subscribenow/account/profile/) and select ‘pause’ (or ‘unpause’) where relevant.

Please note that whilst our Customer Service team cannot setup a subscription for you, they are on hand to be able to make limited updates to your subscription for you. For example, if you provide our Customer Service with details of your existing subscription (such as subscription profile ID), they will be able to pause your subscription for you.

Yes. If you find yourself accumulating supplements, you have the ability to skip your forthcoming recurring order. This will simply mean that you miss your next (1) instance of your subscription. After this skipped order, our system will then revert to automatically fulfil the following order without any further action from you. Please bear in mind that changes to your subscription, including skipping the next recurring order, need to happen 1 day before your order is due to be fulfilled. You will not be able to make changes within 1 day of your fulfilment date. To skip a subscription, please navigate to ‘My Subscription Profiles’ within your ‘My Account’ section on our website (https://www.biocare.co.uk/subscribenow/account/profile/) and select ‘skip’ where relevant.

Please note that whilst our Customer Service team cannot setup a subscription for you, they are on hand to be able to make limited updates to your subscription for you. For example, if you provide our Customer Service with details of your existing subscription (such as subscription profile ID), they will be able to skip a recurring order within your subscription for you.

Yes. You can cancel an active subscription at almost any time. Please bear in mind that changes to your subscription, including cancellation, need to happen 1 day before your next order is due to be fulfilled. You will not be able to make changes within 1 day of your fulfilment date. To cancel a subscription, please navigate to ‘My Subscription Profiles’ within your ‘My Account’ section on our website (biocare.co.uk/subscribe now/account/profile/) and select ‘cancel’ where relevant.

Please note that whilst our Customer Service team cannot setup a subscription for you, they are on hand to be able to make limited updates to your subscription for you. For example, if you provide our Customer Service with details of your existing subscription (such as subscription profile ID), they will be able to cancel your subscription for you.

Our website allows you to checkout with a mixed basket of subscription purchases and adhoc/one-time purchases, at the time of your initial purchase.

Yes. We recognise that some customers may subscribe to products on differing frequencies, and offering flexibility adds to the convenience we can provide to our customers. For example, you may subscribe to one product monthly, and another 2-monthly. Our subscription service is capable of handling such requests. Simply add each subscription product to your basket, selecting the quantity and how often you would like to receive each of them. After your initial order, the system will then do the hard-work splitting products with different subscription frequencies into separate subscription plans, so that they can be managed separately within the ‘My Subscription Profiles’ section within your ‘My Account’ area on our website (biocare.co.uk/subscribenow/account/profile/).

If you do have multiple subscriptions running at different frequencies within your account (and you use the same payment method for each of your subscriptions), our systems will attempt to merge them into 1 order if a recurrence occurs on the same day. By doing this, you will receive all of your products together on that occasion.

No. At this point, our subscription offering is only available to our end consumers. We’re also open to feedback however, so if you’re a trade customer who would be interested in using our subscription service, please get in touch with our Customer Service team to let us know!

Yes. We appreciate your continued support and loyalty to BioCare, so we’re able to support our subscribers with free standard Tracked 24 delivery within the UK.

No. All subscriptions start on the date you create your subscription and your initial order is despatched. 

If you have an existing active subscription and it contains a product which goes out of stock, then your forthcoming recurring order will unfortunately be affected. 
If all of the products on your order are out of stock, then the whole order will fail. However, if only a proportion of your order are out of stock, the products that are in stock will be fulfilled, but those that are missing will not.

You will receive an email from our system informing you of a failed subscription.

If a product is not in stock, then the individual subscription profile related to that product will move to a suspended state until you manually renew or create a new subscription from within the ‘My Subscription Profiles’ section of the ‘My Account’ area, available once you’ve logged into your account on our website.

It may be that we’ve made a decision not to offer some products on subscription, and instead, you can only buy them ad hoc, on a one-time purchase. However, we would encourage you to get in touch with our Customer Service team in order to raise the question, so that we can review the enquiry to determine whether the product was omitted from the subscription offering by design, or whether it was an error!

When your subscription renewal date falls on a weekend or bank holiday, your order will be picked and shipped on the following business day, as we do not run a 7-day per week operation. You have the ability to pause, skip or cancel your subscription if required.

No. The subscription service is only available for UK customers at this time.

Billing

When you create a BioCare subscription, you will need to input payment card details at checkout. In doing so, you grant BioCare continuous authority to charge your payment card in accordance with the subscription plan you have selected. This means that we will charge your payment card each time a recurring order is created.

Yes. We appreciate your continued support and loyalty to BioCare, so we’re able to support our subscribers with 10% off RRP. This discount applies when you choose to the Subscribe & Save option rather than a one-time purchase.

Yes. If you have added your Practitioner Referral Code to your account and you receive a % discount on your orders, you can continue to benefit from your practitioner referral and will receive a compounded discount of your practitioner referral discount + the Subscribe & Save discount of 10%.

Please note that your Practitioner Referral discount is variable, and is provided at the discretion of your referring practitioner and BioCare, who have the ability to change or withdraw the discount at any point. For this reason, please be aware that future recurring subscription payments may vary should the Practitioner Referral discount provided by your practitioner, change.

Yes, but it can depend on a few things.

When you initially start a subscription, you may choose to use a discount code which might have been issued to you directly by us at BioCare, or via one of our partners. If you meet the specific criteria to be able to use that discount code, then you will likely benefit from the associated discount as well as our Subscribe & Save discount of 10%. However, your recurring orders may not benefit from discount code based promotions, if for example, you no longer meet the criteria for the coupon code promotion or its validity period ends. In these scenarios, your future subscription orders will revert to just the Subscribe & Save discount of 10%.

Where we have promotions running which don't require a discount code and instead, the promotion is automatically applied at basket, as long as you qualify for the promotion (for example, your subscription recurrence date falls within a promotional period), then your existing and recurring subscription orders will benefit from the additional discount during the promotional window. 

Please note that unless otherwise specified, you will not be able to benefit from using a discount code and a practitioner referral code when subscribing.

If your payment card expires when the subscription system attempts to place a recurring order, the order will fail. You will then receive an email from us to let you know that the subscription has failed, and you will need to provide new payment card details.

Unfortunately, at this time, we have no way of informing you of an upcoming or impending payment card expiry, meaning we cannot pre-warn you of a payment failure.

To update expired payment card details, you will need to log into your ‘My Account’ section of our website, then navigate to ‘My Payment Methods’ (biocare.co.uk/stripe/customer/paymentmethods/) where you will see existing stored payment methods. For security reasons, we do not offer you the ability to update existing card details. For expired cards, you therefore need to delete them and then add new payment card details in the form provided on this page.

Once you've added a new payment method, you then need to update your subscription profile to ensure the new payment method for future subscription payments. To do this, please navigate to 'My Subscription Profiles', click 'View' on the appropriate Subscription Profile, click 'Payments', then 'Modify' and choose your new payment method from the select box. Then click 'Apply Changes'. Please note, you will not be able to modify your subscription within a 1 day window of a recurring order date.

No. Our subscription service uses the Stripe payment gateway, which allows you to use your credit card to pay for your recurring subscription. At this moment in time, we do not offer a PayPal payment option when starting a subscription. You can however continue to use PayPal to pay for your adhoc/one-time purchases via our website.

From time to time, it is necessary to increase the price of our products as the costs of manufacturing increases. Whilst we try to absorb as many of these costs as we can, passing on some of those costs to our customers is sometimes unavoidable. At these times, we will endeavour to communicate with all of our subscribing customers in order to inform you of price increases which will automatically affect future recurring orders from the effective date of any price changes. You have options to cancel, pause or skip subscription orders if you so wish, within the ‘My Subscription Profiles’ section within your ‘My Account’ area on our website (biocare.co.uk/subscribenow/account/profile/).

Yes. We will endeavour to notify all active subscribers via email to inform of any price changes which may affect subscription billing. To receive these notifications, please ensure that your email address is up to date on our system. Please also note that if you are comfortable with any future price increase, you do not need to take any action – your subscription will continue at the new price. You only need to take action if you do not wish to continue with your subscription, in which case, you can cancel.