Understand our return and refund policies for wholesale orders, including eligibility requirements, the refund timeline, how to request an exchange, and how to cancel or modify an order.
Return Policy & Eligibility
What is your return policy for wholesale orders?
Our return policy allows returns on eligible items within 30 days of delivery, provided products are unopened, in original packaging, and in resalable condition. Review our full refund policy for complete details.
Which products are eligible for return?
Unopened, undamaged products in their original case packaging are generally eligible for return. Perishable items, opened products, and clearance or closeout items are typically non-returnable.
Are there any products that cannot be returned?
Perishable goods, opened or damaged items, custom orders, and closeout products are non-returnable. Smoke shop accessories and tobacco-related products may also have return restrictions due to regulatory requirements.
How long do I have to initiate a return?
Returns must be initiated within 30 days of delivery. Contact our support team as soon as possible to start the return process and receive a return authorization.
Do I need a return authorization to send products back?
Yes, all returns require a Return Merchandise Authorization (RMA) number before shipping products back. Contact our team to obtain your RMA number and return instructions.
Can I return a product if I simply changed my mind?
Returns for change-of-mind purchases may be accepted if the product is unopened, in original packaging, and returned within 30 days. A restocking fee may apply. Review our refund policy for details.
Refund Process
How long does it take to receive a refund?
Refunds are typically processed within 5–7 business days after we receive and inspect the returned items. The refund will be issued to your original payment method.
Will I receive a full refund?
Full refunds are issued for products returned in original, unopened condition within the return window. A restocking fee may apply for certain returns. Shipping costs are non-refundable unless the return is due to our error.
Can I get a refund if my order arrived damaged?
Yes, if your order arrives damaged, contact us within 48 hours with photos of the damage. We will arrange a full refund or replacement at no additional cost to you. See our shipping FAQ for more details.
Do you offer store credit instead of refunds?
Yes, we can issue store credit to your wholesale account as an alternative to a refund. Store credit can be applied to future orders and does not expire.
What if only part of my order is incorrect or damaged?
We will refund or replace only the affected items. You do not need to return the entire order if only some products are incorrect or damaged. Contact our team with details and photos.
How will I be notified when my refund is processed?
You will receive an email confirmation when your refund has been processed. Please allow 3–5 additional business days for the refund to appear on your statement, depending on your bank.
Cancellations & Exchanges
How do I cancel a wholesale order?
Contact our support team as soon as possible to cancel an order. Orders can be cancelled before they enter the fulfillment process. Once an order has shipped, it cannot be cancelled and must go through the return process.
Can I modify an order after it has been placed?
Yes, order modifications can be made before the order is packed and shipped. Contact us immediately with the changes you need, and we will do our best to accommodate your request.
What happens if I cancel a recurring or standing order?
If you have a standing order arrangement, contact our team to adjust or cancel future shipments. There are no cancellation penalties for adjusting standing orders.
Can I exchange a product for a different item?
Exchanges are handled on a case-by-case basis. Contact our team to discuss your exchange request, and we will work to find a suitable replacement product.
Is there a cancellation fee?
There is no cancellation fee for orders cancelled before fulfillment. Orders cancelled after shipment will be processed as returns and standard return policies apply.
What if I receive the wrong products?
If you receive incorrect products, contact us immediately with your order number and photos. We will ship the correct items at no extra charge and arrange return of the incorrect products.