Order
Shipping protection claims
Shipping protection is an optional, paid add-on chosen at checkout, and it shows as its own line on the order. With it, a lost, stolen or damaged package is claimed here, and the protection provider decides on a replacement or a refund.
| Claim | When you can file |
|---|---|
| Stolen | Once it has been 5 days since delivery |
| Lost in the US | After 7 days without a tracking update |
| Lost to Canada | After 20 days without a tracking update |
| Damaged | Within 15 days of delivery, with a photo of the item and the box |
- The app writes to the email on the claim and may ask for a reply or photos, so keep an eye on your inbox.
- We do not ask for a police report; the claim form says if it needs anything more.
- Without protection on the order, a lost, stolen or damaged package comes to us instead: ask us within 30 days of delivery.
Protection questions
Does my order have protection?
If it does, it shows as its own line on the order. The portal answers when you look the order up.
Gummies arrived fused together.
That is damage in transit. With protection, file it here with a photo; without it, ask us with the photo and the lot number.
A pouch leaked and I used some of it.
Please tell us. If you took any of a damaged product and feel unwell, stop and seek care first.