I switched from a monthly to a quarterly subscription. I was charged when it was time to be charged (but they charged $5 more than they were supposed to), then I never received my bag. Well over a month later, I reached out and no one responded. I wrote every day for several days and no one responded. Not one time! I read other reviews where people cancelled their account but lipmonthly still charged them... so I can't even trust them to cancel my account properly so I filed a complaint with the BBB. If you haven't done so already, I suggest doing that so you have an actual chance of getting a response to get a refund or to actually get your product or to actually have your account cancelled or all of the above!