I canceled my subscription but still received an order
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We apologize for the inconvenience. There are generally three possible reasons for this. Please kindly check if any of the following situations apply to you.
1. You have logged in with (or newly registered) a different email address
If you enter an email address different from the one used at the time of purchase, a "new, separate account" is created in our system. As a result, your past subscription history will not be displayed, and your cancellation request will not have been completed.
[Solution]
Please log out and log back in using the email address you used at the time of purchase. (*You can search your inbox for "BRAIN PRO"; the address that received the order confirmation email is your correct registered address.)
Please also see the following:
I purchased a subscription, but I cannot find my product >
2. You previously contacted us via an inquiry form or email to request a cancellation
For cancellations, we require identity verification (matching your name with your registered email address). If the information provided was insufficient, we may have sent a "verification email" to you, which might have ended up in your spam or junk folder.
[Solution]
We apologize for the trouble, but please contact customer support again, including the "date and time you sent the cancellation request" and the "method of contact (email, form, etc.)."
3. You processed the cancellation after the "next payment date" had passed
Please note that subscription pauses and cancellations must be completed at least 24 hours before the next payment date. If you process a cancellation after payment has been completed (after shipping preparations have begun), that installment will be shipped as scheduled, and the cancellation will take effect starting from the following installment.
[Solution]
We sincerely apologize, but please understand that we cannot accept returns or cancellations for products that have already been processed for payment and shipping.