Why isn’t the promotion applying to my order?

If a promotional deal like "Buy 2 Get 1 Free" is not applying to your order, there are specific conditions and limitations to consider. Below is a detailed guide to help you troubleshoot and better understand why the promotion may not have worked for your purchase.

1. Eligibility Criteria for Promotions

• For the "Buy 2 Get 1 Free" promotion: - Ensure you have added at least three items to your cart. This must be done as one-time purchases. - The discount will automatically apply at checkout, reducing the price of the least expensive item (or an item of equal value) in each group of three.
• Some promotions, such as those during Black Friday, are time-sensitive: - Orders placed before the promotional period officially begins do not qualify.

2. Common Limitations

• Excluded Items: Subscription (auto-renew) purchases are not eligible for most promotions, including "Buy 2 Get 1 Free" discounts. Subscriptions already include built-in discounts.
• Type of Discount Applied: Only one type of discount may apply, and some promotions cannot be combined with other offers.

3. Timing Considerations for Deals

• Promotions are only active during the specific period mentioned in their terms. For example, a sale might activate once an announcement is officially sent (such as via email).

4. Troubleshooting Issues

If the promotion doesn’t appear to be applying:

1. Check your cart contents: Confirm that the required number of items has been added, and none of the products selected are subscription-based.
2. Confirm timing: Verify that your order was placed within the promotion’s active period. Orders placed outside this time window are not eligible.
3. Verify promotional terms: Review the specific terms and conditions tied to the promotion to ensure compliance.

By following these guidelines, you should be able to identify and resolve why a promotion isn’t applying to your order. If you continue to experience issues, please contact The Mass Apothecary’s customer support for additional assistance.

Updated on: 26/09/2026