SHIPPING & RETURNS
COVID-19 Update: A message to our Hemp Sense USA family
Our top priority is the health and safety of our employees and customers, so we completely redesigned our production and fulfillment center to comply with state recommended social distancing and PPE guidelines.
What does this mean for you?
Processing times may be delayed. Generally order processing times are within same day to 72 hrs. and shipping 3-7 business days although currently those times vary due to the issues relating to COVID-19 and government orders and the impact to our business. Processing times may also be extended during holidays, launches/re-stocks, limited edition releases and promotions.
We will notify you as soon as your order ships or if we foresee any issues with fulfilling your order.
You can cancel for a full refund. We have updated our return policy so you can cancel any unshipped order at any time for a full refund.
We appreciate your patience and understanding as we work through this together.
Thank you so much for your support!
*Please understand that business days do not include weekends or holidays such as New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas
On occasion Hemp Sense USA offers shipping promotions, at which time domestic customers receive free shipping if they spend over a certain amount. These promotions may change periodically. Hemp Sense USA ships to most countries worldwide via USPS for all domestic and international packages.
Shipping & Handling Charges are as follows:
Standard Fees and rates for domestic, all states within the USA
Standard Fees and rates will apply for all international countries we ship to worldwide
Orders can be tracked at: https://www.usps.com/shipping/trackandconfirm.htm
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back end charges once the package has exited the United States.
Packages undeliverable by USPS and/or their international shipping partners will be cancelled and refunded once received and processed at our shipping hub.
RETURN & EXCHANGE POLICY
If you have any question or need help please get in touch.
ONLINE ECOMMERCE ORDERS
1. Contact us requesting a return or exchange within 30 days of purchase.
2. Items marked as final sale are not eligible for returns, exchanges or credit. If sent back, these items will not be refunded or returned back to the customer.
3. Items eligible for return must be in their original unopened individual packaging.
4. All return shipping costs are paid by the customer, unless, the item is defective, or we made a mistake with your shipment.
5. We will not take responsibility for items returned to us that are lost, sent to the wrong address, or from a mail carrier that you are unable to track the shipment.
6. Please email us to email@example.com to get your return instructions. Please include in the email your order number or the name of the person the order was placed under.
7. We do not refund any form of paid shipping. We refund the product cost only, unless, the item is defective, or we made a mistake with your shipment.
8. To proceed with a refund or exchange, make sure your product is within the 30-day return window. Reach out to us at firstname.lastname@example.org. Shipping costs for sending the item back to us are paid by the customer.
9. We cannot issue exchanges for gifts if you do not have an order number. Refunds will only be issued to the original store purchase.
10. Please allow a 10 day payment refund processing.
HEMP SENSE USA accepts returns on orders of up to ten unopened cases only. Anything above will need to be reviewed and approved by management. All returns must be requested within seven days of order delivery. Please email email@example.com to request a return form. Any requests emailed past seven days of delivery will not be eligible for a return.
Please note there will be a 20% restocking fee for the return. This restocking fee will be deducted from the total refund amount prior to your refund being issued. All cases must be in the original unopened condition. Any products in which the case has been opened will not be eligible for a refund. If an opened case is returned, you may request to have it shipped back to you at your cost or we will discard the case and not refund the return.
All returns must be received back to our warehouse within 30 days of the receipt of return paperwork. Any returns received after the 30 day time period will not be eligible for any refunds. Returns must be shipped back to the warehouse address listed on the return paperwork. Any returns received to a different location will have shipping charges removed from the refund for the shipping expense we will incur when returning the cases to the correct warehouse.
***If the wrong item has been shipped, please e-mail firstname.lastname@example.org. ***