Support
Returns, defects and damage
Age-restricted consumables cannot be returned once delivered, but verified defects, damage in transit and lost packages are always made right.
What we need
- Order number and the batch or lot number printed on the package.
- Photographs of the product, the label and the outer packaging.
- A short description of the fault, including device behaviour where relevant.
Timeframes
- Damage or shortage: report within 7 days of the delivery scan.
- Device defects: report within 30 days of delivery.
- Lost package: we open a carrier trace after 5 business days past the expected delivery date.
Outcomes
Approved claims are resolved by replacement from the same approved category, a partial refund, or a full refund to the original payment method. Wholesale and freight orders follow the wholesale terms and carrier claim process instead.
Start a claim
Email support@overstockhemp.com with the evidence above. The self-service claim form activates with customer accounts.