DAMAGED, DEFECTIVE or INCORRECT PRODUCT
If for any reason the products you have purchased from us are damaged, defective or incorrect, please document (e.g video and/or photograph the product to provide for our review) and contact us within 14 days of receipt of delivery to resolve this problem. Some examples of the damaged flower include, but are not limited to, mold, bud rot and lots of seeds. Please do not continue to consume the product as we may request you to return the product to us for our review. Resolutions may include store credit, reward points, or reshipment. We want to make it right for you!
If a product has arrived “dead on arrival” (DOA) or has a broken seal you have 48 hours upon receiving the package to notify us. Again, please document (video and/or photograph to provide for our review).
To protect your purchase and to expedite the resolution process, please video the unboxing of your package everytime, just in case there is a missing or incorrect product. We strive to minimize errors during order fulfillment but sometimes mistakes happen. If you are missing any product, please provide the video as proof that the product was missing at the time of unboxing, within 48 hours of receipt. Photos are NOT sufficient proof. Without the unboxing video, we cannot provide any resolution.
PARCEL DID NOT ARRIVE
Resolution depends on the information on your tracking number and how it was shipped (with signature required or no signature required).
Please contact us before anything. Leave talking to the carriers to us! We will make sure we get an answer on your missing package. If the package gets returned to us, or if it goes missing or is undeliverable, we will with provide you with a store credit or refill and reship the order.
DELIVERED (but you did not receive)
Signature-Required Parcel – We consider the signature on your tracking information as proof of delivery. No refund.
No Signature Parcel – We consider ‘Delivered’ on your tracking information as proof of delivery. No refund.