This policy explains how BROTH's monthly Chicken Essence subscription works, including billing, shipping, changes, and cancellation. By subscribing, you agree to these terms.
-
Subscription Options
- BROTH offers a monthly subscription for our frozen Chicken Essence.
- You choose your product variant and quantity at checkout on our website. Each monthly shipment includes 30, 60, or 90 packs, depending on the plan you select. Your plan is shown at checkout and in your account.
-
Subscription Management
- You can manage your subscription anytime in your online account, or by contacting customer support.
-
Delivery address and payment method: you can update these at any time. Changes made at least 5 business days before your next billing date apply to that order; later changes apply to the following month.
-
Product variant: you can switch variants after your first three monthly orders. Until then, your subscription stays on the variant you chose at signup.
-
Skip or pause: to skip a month or pause your subscription for up to 3 months, call customer support at (909) 598-5980 at least 5 business days before your next billing date.
- You're responsible for keeping your address and payment details current. If a payment fails, we'll email you and retry the charge over the next 5 business days before that month's order is canceled.
-
Billing and Payments
-
Automatic renewal: your subscription renews automatically each month until you cancel. By subscribing, you agree to be charged the subscription price, plus any applicable tax, every month.
-
Billing date: you'll be charged on the same date each month as your first order. If that date doesn't exist in a given month (for example, the 31st), you'll be charged on the last day of that month.
-
Price: your monthly price, including your subscriber discount, is shown at checkout before you confirm your subscription and in your account.
-
Payment method: we charge the payment method on file. You can update it anytime in your account (see Section 2).
-
Failed payments: if a charge fails, we'll email you and retry the charge over the next 5 business days. If payment still can't be completed, that month's order will be canceled, and your subscription may be paused until your payment details are updated.
-
Price changes: we'll email you at least 30 days before any change to your subscription price. If you don't want to continue at the new price, you can cancel before it takes effect at no cost.
-
Reminders: we'll send you a reminder at least once a year with your subscription price, billing frequency, and how to cancel.
-
Order Fulfillment
- Your order is charged on your billing date and ships on the next available shipping day (see Section 7).
- You'll receive a confirmation email for each subscription order and a shipping confirmation email with tracking information.
-
Modifications and Cancellations
-
How to cancel: you can cancel anytime online in your account, with no need to call or email. You can also cancel by phone at (909) 598-5980 or by email at info@welovebroth.com. We'll confirm every cancellation by email.
-
Cutoff: changes or cancellations made at least 5 business days before your next billing date apply to that month's order. Requests made after the cutoff apply to the following month.
-
Orders charged but not yet shipped: if you cancel after you've been charged but before your order ships, contact us and we'll cancel the order and give you a full refund.
-
Orders already shipped: because our products are shipped frozen, shipped orders can't be canceled or returned. If your order arrives damaged, thawed, or with a quality issue, see Section 7.
-
After you cancel: you won't be charged again. Any order already shipped will still arrive, and your subscriber discount ends with your last paid order.
-
No cancellation fee: there's no fee to cancel your subscription.
-
Product Availability
- BROTH works to keep Chicken Essence consistently available for subscribers.
- If your selected product is unavailable, we'll notify you before your billing date when possible and let you choose a substitute of equal value, skip that month, or receive a refund if you've already been charged. We won't send a substitute without your approval.
-
Shipping and Delivery
-
Shipping method: all subscription orders ship frozen by next-day air in insulated packaging. Next-day air shipping is included in your subscription price.
-
Shipping days: orders ship Monday through Thursday, so they arrive by Friday and don't sit in a carrier warehouse over the weekend. If your billing date falls on a Friday, weekend, or holiday, your order ships the next business day.
-
Delivery time: orders usually arrive one business day after they ship. Carrier delays caused by weather, holidays, or other events outside our control may occur.
-
Where we ship: we ship only to addresses in the contiguous United States (the lower 48 states and Washington, D.C.) covered by the carrier's next-day air service. We don't ship to Alaska, Hawaii, Puerto Rico, or other U.S. territories or islands, or to P.O. boxes, APO/FPO addresses, or areas outside next-day delivery coverage.
-
Upon delivery: please bring your package inside and place the products in the freezer right away. We aren't responsible for products that thaw because a package was left unattended, picked up late, or shipped to an incorrect address.
-
Incorrect address: if an order can't be delivered because of an incorrect address, we're unable to replace or refund it.
-
Delayed packages: if your order hasn't arrived within 2 business days of shipping, contact us right away and we'll work with the carrier and reship or refund as needed.
-
Lost or stolen packages: if tracking shows your order was delivered but you can't find it, contact us within 3 days of the delivery date. We'll help file a claim with the carrier.
-
Damaged or thawed on arrival: your order should arrive frozen or partially frozen with ice crystals, or at least refrigerator cold (40°F or below). Some softening in transit is normal. If the product arrives warmer than 40°F, don't eat or taste it. If your order arrives warm, damaged, leaking, or with a quality issue, contact us within 48 hours of delivery with your order number and photos of the product, packaging, and shipping label. We'll send a replacement or issue a refund for the affected items.
-
Storage: keep frozen until use and follow the thawing and storage directions on the package.
-
Discounts and Promotions
- Monthly subscribers receive an exclusive subscription discount. The discount amount and any volume tiers are shown on the product page and at checkout before you confirm your subscription.
- Subscription orders, including the first order and every renewal, cannot be combined with any other discount or promotion. This includes, but is not limited to, coupon or promo codes, automatic or cart-level discounts, sale or clearance pricing, bundle offers, referral or loyalty credits, influencer or affiliate codes, and event or raffle promotions.
- Each customer and shipping address may hold only one subscription at the subscriber discount. Subscriptions created to get around this limit may be canceled.
- Subscription products bought at the subscriber discount are for personal use and may not be resold.
- If a discount or promotion is applied to a subscription order in error, including through a technical issue at checkout, BROTH may correct the order total. We'll notify you before charging any difference, and you can cancel the order instead.
- BROTH may change or end subscriber discounts for future orders. We'll email you at least 30 days before a change takes effect, and you can cancel before then at no cost.
- Additional terms for a specific promotion will be shown during signup or in that promotion's materials. If they conflict with this section, this section applies.
-
Customer Support
- Our customer support team can help with any question, concern, or issue about your subscription.
-
Phone: (909) 598-5980, daily 11:00 am–6:00 pm Pacific Time
-
Email: info@welovebroth.com. We reply within 1–2 business days.
-
Live chat: available at welovebroth.com during customer service hours.
-
Cancel anytime online: you can manage or cancel your subscription in your account 24/7, without contacting support.
-
Voicemail and after-hours requests: if you call outside customer service hours, leave a message. Cancellation requests left by voicemail are processed within 24 hours.
-
Store location: 20265 Valley Blvd, Suite S, Walnut, CA 91789
-
Policy Updates
- BROTH may review and update this policy from time to time.
- We'll email subscribers at least 30 days before any material change takes effect for existing subscriptions. If you don't agree with the change, you can cancel before it takes effect at no cost.
-
Termination
- BROTH may suspend or terminate a subscription that violates this policy or our Terms of Service, including discount abuse, multiple accounts, resale, or repeated payment failures.
- We'll notify you by email if your subscription is suspended or terminated. If we end your subscription for reasons other than a violation, we'll refund any paid orders that haven't shipped.
-
Agreement
- By subscribing, you confirm that you've read and agree to this policy and consent to automatic monthly charges until you cancel.
Last updated: October 14, 2026
