Ordering
Our return window, eligibility rules, and refund process for wholesale trade orders.
1. Return Window
Unopened, resalable products may be returned within 14 days of delivery. Because we sell case and bulk quantities to businesses for resale, this window is shorter than typical consumer retail policies and is intended to cover ordering errors and damaged-in-transit claims rather than general consumer remorse.
2. Eligible & Ineligible Items
Eligible for return when unopened and in original case packaging:
- Overstock or ordering-error returns of sealed cases
- Items damaged in transit (see Section 5)
- Defective units within manufacturer warranty
Not eligible for return, due to regulatory and hygiene considerations common to these product categories:
- Opened or partially used vapor products, e-cigarettes, or disposable devices
- Opened rolling papers, wraps, or consumable accessories
- Perishable items such as energy drinks, candy, or snacks once shipped, except for verified quality issues
- Clearance, closeout, or final-sale items marked as such at time of purchase
- Custom or special-order quantities arranged directly with your account manager
3. How to Start a Return
Contact your account manager or our support team via the Contact page with your order number and reason for return. Approved returns receive a Return Merchandise Authorization (RMA) number — returns sent without an RMA may be refused or delayed.
4. Refund Method & Timing
Approved refunds are issued to the original payment method, or as a credit memo applied to net-terms accounts, within 7–10 business days of the returned goods passing inspection at our warehouse.
5. Damaged, Defective & Shortage Claims
Report carrier damage, shortages, or defective units within 5 business days of delivery, with photos of the damaged carton and affected items where possible. Verified claims are resolved by replacement, credit, or refund at your preference.
6. Restocking Fees
Ordering-error returns of eligible, unopened cases may be subject to a 15% restocking fee to cover inspection and re-warehousing. Restocking fees are waived for confirmed damaged, defective, or shortage claims and for returns resulting from our fulfillment error.