Guides retailers on what to do if there is a product issue, order error, or shipping problem, including how returns, credits, and support requests are handled.
Can I book a call with a team member?
Yes, if a call is the best way to solve the issue or set up your account. Send Support a message with your topic and a few time windows, and we will confirm next steps and schedule if needed.
What are your support hours?
Our current support hours are listed in the app and on our Contact page. If you reach out after hours, we will respond the next business day in the order received.
What’s the fastest way to reach support?
Use the in-app chat or the website chat widget for the fastest response. If you email, include your account email, order number (if applicable), and a quick description of the issue so we can help faster.
How long does it take to process a refund?
Once your authorized return is received and inspected, approved refunds are typically issued within 2–5 business days to your original payment method. Refunds are for the product cost only and exclude original shipping charges and Shipping Insurance.
Failure to follow the return instructions or send back product in the condition agreed upon may result in delays, refusal of the return, or denial of any refund or replacement.
Do I need special documentation for returns?
Yes. When necessary, we can provide a Notice to Postmaster / Statement of Compliance confirming the legality of hemp shipments under the 2018 Farm Bill. If you need this documentation, let us know when you request your return authorization.
How do I start a return or exchange?
To initiate a return, contact our support team or your sales rep with your order number and the reason for the return. You can email us at [email protected]. We will review your request, provide return instructions, and let you know if additional documentation (such as photos) is required before a return is approved.
Please do not send product back until your return has been authorized.