Frequently Asked Questions
If you would like to cancel your order, please send us an email right away at firstname.lastname@example.org and we will do our best to accommodate your request and process a refund for you. If your order has already left our warehouse, we are not be able to cancel your order.
We are not able to make any promises, but if you are interested in making small changes to your order, like product flavor, shipping address, or combining multiple processing orders, please send us an email ASAP at email@example.com and we will try our best to make it work. If your order is already being processed or has left our warehouse, we may not be able to make any changes. We are also unable to add any additional products to your order once it is placed, so if you forgot something, please place another order.
Most orders ship within 1 to 2 business days. However, there may be processing times of up to 4 business days during sales and new product releases. We do not guarantee same day shipping for any orders.
Please email us right away at firstname.lastname@example.org so we can correct your shipping address. If your order has already shipped, we are not able to make any changes. For more information about shipments that are sent to the wrong address, please view our Shipping Policy page.
Unfortunately, at times there are delays with all of the shipping couriers that we use. The time frames that we provide at checkout for each of the shipping options are estimates and do not include the time needed to process your order. We are unable to control or predict how long it will take to get your order once it leaves our warehouse. If your order is taking an unusually long amount of time to arrive, please first contact the shipping courier as they should be able to provide you with an update. We are only able to refund shipping charges under special circumstances.
Please double check that your shipping address was accurate when you placed your order by checking your order confirmation. If so, please check with your neighbors and contact your local post office to see if they are able to locate the package for you. If you are still not able to find your package and you paid for Route Package Protection, you can file a claim here within 15 days of the marked delivery date. More information about Route Protection Program can be found on this page. If you have any questions or require further assistance, please contact us via email at email@example.com and we will do our best to assist you.
We have now partnered with Route to offer shipping protection on your order. For a small fee, you can purchase Route Shipping Protection at checkout and your order will be protected from loss, damage, or theft.
To file a claim, click here and provide the email address associated with your order as well as your order number. This option is only available for orders that include Route Shipping Protection.
We highly recommend purchasing Route Shipping protection for all orders to protect you if your package is lost, damaged, or stolen. If you choose to remove Route Shipping Protection at checkout, your order will not be eligible for a claim. We are not responsible for orders that are lost, damaged, or stolen once they leave our facility.
Sealed and unopened items (excluding distillates, isolates, and edibles) are eligible to be returned for a refund or store credit within 30 days of the date marked delivered. A fee of $4.99 is charged for all returns receiving a refund, however, if you choose to receive store credit this fee is waived. Please contact us at firstname.lastname@example.org to initiate a return and receive your return label.
Returns on defective devices can be made within 45 days of the delivery date. Please contact us at email@example.com if you have a defective device. Outside of this return window, please contact the manufacturer about any defects.
If your package is lost, damaged, or stolen and you purchased Route Shipping Protection for your order, you can file a claim here within 15 days of the marked delivery date. If you are missing items from your order, you can contact us at firstname.lastname@example.org and we will do our best to make it right!