Subscription Management

Cancel your subscription

Follow these steps to cancel your subscription:

1. Access your account. You may log in via Shop Pay or with a verification code sent to your email, or use a direct personal link provided by our support team.
2. Click View and Manage Order. Users who accessed their account through a direct personal link can skip this step.
3. Click Subscriptions in the right-hand menu.
4. Select the subscription you want to cancel.
5. Scroll down and click the Cancel Subscription hyperlink.
6. Choose a cancellation reason and click Next.
7. Click Confirm Cancellation to complete the process.

Watch a step-by step video here to guide you or email us anytime at care@ketone.com — we’re happy to assist you.

Swap products in your subscription

To update the product you're subscribed to in your customer portal, simply follow these steps:

1. Access your account. You may log in via Shop Pay or with a verification code sent to your email, or use a direct personal link provided by our support team.
2. Click View and Manage Order. Users who accessed their account through a direct personal link can skip this step.
3. Click Subscriptions in the right-hand menu.
4. Select the subscription you want to update.
5. Click the Edit hyperlink in the subscription product details.
6. Scroll down the page and click Swap this for a different product.
7. Click the Swap button under the new product you'd like to switch to.
8. Click Swap product to confirm your choice.
9. Check if your new product choice is reflected in your subscription list.

Prefer a visual guide? Watch here. Alternatively, you can contact our support team anytime at care@ketone.com for assistance.

Skip your next shipment

If you don't want your next refill to ship, you can do the following:

1. Access your account. You may log in via Shop Pay or with a verification code sent to your email, or use a direct personal link provided by our support team.
2. Click View and Manage Order. Users who accessed their account through a direct personal link can skip this step.
3. Click the Skip button right below your next order date.
4. A confirmation note with your new next order date will appear.

Click here for a demo video or reach out to care@ketone.com to have our support team process it for you!

Reschedule your next shipment

1. Access your account. You may log in via Shop Pay or with a verification code sent to your email, or use a direct personal link provided by our support team.
2. Click View and Manage Order. Users who accessed their account through a direct personal link can skip this step.
3. Click the Reschedule button below your next order date.
4. Choose the option that works for you:
   1. Delay for 1 week
   2. Delay for 2 weeks
   3. Choose a specific date. You can select any date within the next 40 days from the current scheduled date.
5. Click Save Changes.
6. Your next order date will be updated automatically.

Change shipment frequency

If you'd like to update how frequently you receive product, you may do the following:

Shipment frequency < 1 month

1. Access your account. You may log in via Shop Pay or with a verification code sent to your email, or use a direct personal link provided by our support team.
2. Click View and Manage Order. Users who accessed their account through a direct personal link can skip this step.
3. In the subscription section that shows the product image, click the small Edit link.
4. Adjust the quantity picker to set how often you want to receive it—choose anywhere from 1 to 3, based on what works best for you.
5. Make sure to change the unit to weeks.
6. Click Save Changes.
7. Your new set frequency will be displayed right below the product subscription name.

Reactivate your subscription

Want to rejoin our community and start using your subscription again? Just reach out to care@ketone.com, and our support team will be happy to help!