Shipping & Customer Service Policy

Welcome to our shipping guidelines. Please review the details below regarding order processing, transit times, and how to reach our support team.

Important Notice:

  • We do not ship internationally.
  • We do not ship to states that have banned THCA Hemp products including: Arkansas, Hawaii, Idaho, Kansas, Nevada, Louisiana, Oklahoma, Oregon, Rhode Island, Utah, and Vermont.
  • Orders over $150 are considered high value and may require an adult signature.
  • UPS requires an adult signature (21+) on all shipments. If you choose UPS 2nd Day Air or UPS Next Day Air, an adult signature will be mandatory upon delivery.
  • No Saturday delivery for UPS express options. Orders shipped out on Friday via Next Day Air will arrive on Monday, and 2nd Day Air orders will arrive on Tuesday.

Order Processing & Tracking

  • Tracking Notifications: You will receive an email containing your tracking details as soon as your shipping label is generated.
  • Label Status: Generating a label indicates your order is in the preparation stage; it does not mean the package has left our facility.
  • Carrier Handoff: We aim to hand packages off to the carrier (USPS or UPS) on the same day the label is printed, though this is not guaranteed.
  • Post-Handoff Inquiries: Once the carrier takes possession of your package, all delivery updates, transit adjustments, and tracking details must be verified directly through them using your tracking number.
  • Official Tracking: Please monitor your shipment exclusively on the official websites for USPS or UPS. Avoid using third-party tracking utilities like the Shop App, as their information may be inaccurate.

Status Updates & Cancellations

  • Inquiry Window: To allow our team time to process orders, please refrain from contacting customer support about your shipment status until 2 full business days have passed since your order was placed.
    • Example A: If you place an order on Monday, please wait until Thursday to check its status.
    • Example B: If you place an order on Friday, it may not ship until the end of the day on Monday, as weekends do not count as business days.
  • Order Cancellations: If you need to cancel your order before it ships, please reach out to us immediately.
  • Returns: If your package has already left our facility, we cannot accept returns. However if the item is unopened and in its original sealed condition, once it is received back at our warehouse we will determine if you are eligible for a refund.

Shipping Fees & Transit Liabilities

  • Carrier Independence: Shipping schedules and transit delays are entirely under the control of the carrier once the package leaves our hands.
  • Cost Transparency: Shipping fees paid at checkout go directly to the carrier. We do not profit from expedited shipping options.
  • Delays & Liability: We are not liable for transit delays caused by package carrier operations.

Customer Support & Issue Resolution

If you encounter any issues, please email us directly to allow us to make things right before leaving public feedback. We are committed to correcting our mistakes and ensuring a positive experience.

To report an issue, contact us with:

  • Your order number
  • A thorough description of the issue
  • Photos of the items/packaging (if requested) to help us verify the problem and improve our fulfillment process.

Lost or Stolen Shipments

While we are not responsible for packages lost or stolen in transit, we value your business and will do our absolute best to assist and find an accommodation.

Conduct Policy

Our team works hard to provide quality products and support. We require all communications with our representatives to remain polite and respectful. Profanity or abusive behavior will not be tolerated and will result in a permanent ban from ordering on our website.

How Shipping Times Are Calculated

Please note that weekends and holidays do not count as business days. Below is an example breakdown of our shipping timeline timeline:

  • Order Placed: Monday, April 2nd.
  • Target Ship Date: Tuesday, April 3rd (aimed for, but not guaranteed).
  • Latest Ship Date: Wednesday, April 4th, by the end of the day.

Expected Transit Windows (After Handoff)

  • USPS Priority Mail: Up to 3 business days.
  • UPS 2nd Day Air: 2 business days.
  • UPS Next Day Air: 1 business day.

Thank you for shopping with us! We appreciate your business and are always here to help if you have any questions.

Powered by