Why am I getting unexpected charges or extra products in my shipment?Updated 3 hours ago

First, review your active subscription lines

1. Log in to your Adegen account at account.adegen.com.
2. Open "Subscriptions" at account.adegen.com.
3. Review every active line and its next shipment date.

Each thing you're being billed for shows up here. A common surprise is a topical line a customer didn't realize was part of their plan alongside the shampoo. This view makes it clear what's active.

Common reasons for an "unexpected" charge

• A 90-day plan renews as one larger charge every 90 days rather than monthly
• A renewal notice lists everything in the upcoming order, which can look like a new charge
• A line was added during a past change (a cadence swap, a kit, an add-on) and stayed active
• Tax was added based on your shipping state

We send a notice before each recurring charge, at least 3 days ahead for 30-day plans and at least 7 days ahead for 90-day plans, so you can review or adjust an order before it processes.

If something shouldn't be there

• You can remove or edit a subscription line yourself in "Subscriptions" before the next processing date.
• If a charge already went through for something added in error, message support with the order number. We'll trace where the line came from and, if it was a mistake on our end, refund and remove it.

Timing to make a change

Changes made at least 48 hours before your next processing date apply to that order. Inside the 48-hour window, the change applies to the following cycle. If a renewal is about to process and something looks wrong, message support right away.

When to escalate

A charge you don't recognize at all, or a possible unauthorized charge, is handled by a member of our team. See our guide on why a card was declined or charged incorrectly, and message support.