Shipping, Returns & Refund Policy (Online Store)
If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center (5530 Arville St Suite B Las Vegas, NV 89118) in accordance with the following Return Policy:
- Items must be sent back within 7 days of the delivery date.
- Incorrect or Missing Items (Note: If such items are not reported in within 2 days of delivery, we will not issue store credit. Please email email@example.com for assistance.)
- Items must be free of stains, residue, deodorant, or wear/use
- Vaporizers, Cleaning Supplies, Rolling Papers & Wraps are non-returnable.
- Hemper reserves the right to apply a 50% restocking fee.
- All returns are refunded via online store credit in the form of a Hemper Gift Card or Account Credit.
- Returns are processed within 5-7 business days after your item(s) are received at our Distribution Center.
- Hemper does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.
- Return drop-offs are not accepted at our Distribution Center or corporate office.
Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Hemper will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of a Hemper E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!
Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping via USPS.com or by clicking here). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.
Returned to Sender & Refused Packages
This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Hemper does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Returned to sender subscription boxes are subject to a reshipment fee reflecting the actual cost for us to ship the box from our Nevada facility. As per our policies, HEMPER does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. A customer support team member will email an invoice to the email address we have on file.
If you received damaged item(s), then Route Shipping Insurance is required for a replacement. Submitting your claim with Route is easy! All you have to do is file a claim through the confirmation emails that were sent to you from firstname.lastname@example.org, and from there, Route will handle the rest.
Incorrect or Missing Items
Upon delivery of your order, please thoroughly check the items you received. If there are items from your order that are incorrect or missing, we ask that you please provide us with pictures of the following within 48 hours of delivery:
1. The original packaging your items came in.
2. The packing slip that came inside your package.
3. The items that you received in your package.
To help expedite the process please include the photos in your initial email to email@example.com.
Reserved Rights Regarding Returns
Hemper reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of possible usage
- An irregular or excessive returns history used, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, Hemper reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.
Non-Hemper items sent to our Distribution Center will be discarded upon receipt.
Final Sale Items
All items with prices ending in $ .00, .96, .97, and .98 are considered Final Sale and cannot be returned for store credit. What is considered (such as Custom accessories) are also considered Final Sale and non-returnable.
Note: Should you choose to return a Final Sale item, Hemper reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition.
Returns by Mail
Pack your item(s) securely in the original product packaging. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered and unwashed. Should you choose to return a Final Sale item, Hemper reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition.
All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.
Send your package to:
5530 Arville St Suite B
Las Vegas, NV 89118
Store credit in the form of a Hemper E-Gift Card will be issued for your return item(s) once your package is received and processed at our Distribution Center. Please allow up to 5-7 business days for our Returns Department to process your return once delivered. Your E-Gift Card covers the purchase price of each item and tax, if applicable. Hemper does not issue store credit for the original shipping charges.
To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
We will ship to PO Boxes via USPS. However, expedited shipping is not available to a PO Box. Other carrier options are available and we reserve the right to change carriers at any time.
Processing Time for Subscription Boxes
Monthly subscriptions boxes ship in accordance to order date and it can take a minimum of 7-10 business days, with a maximum of 15 business days to receive tracking information! Orders start shipping on the 15th of the month.
Processing Time for Store Orders
All store orders are shipped in accordance to order date and it can take a minimum of 1-3 business days, with a maximum of 5 business days to receive tracking information! Please kind in mind USPS first class & priority are mail services that take effect after your box has left our facility, NOT from your original order date!
Shipping Timeline For Store Orders
The estimated timelines for processing, transit, and final delivery are included below for your reference. Please note that orders to US & International destinations may vary depending on the weight and type of mailing service selected. Store orders will get shipped accordingly depending on the mailing service you chose for your order.
Shipping Timeline For Subscription Boxes
The estimated timelines for processing, transit, and final delivery are included below for your reference. Please note that orders to US destinations can take a minimum of 1-3 business days, with a maximum of 5 business days from the date it is shipped out, not necessarily from the date that it is placed to get delivered.
International delivery varies based on the destination country and can take anywhere from 7-21 business days from the date it is shipped out to arrive.
Shipping fees are non-refundable. If you refuse any shipments from hemper.co, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.
If your tracking information shows that your package was delivered, but you can’t find it: Within 24 hours of expected delivery, please do the following actions & measures stated below:
Verify the shipping address.
Look for a notice of attempted delivery.
Look around the delivery location for your package.
See if someone else accepted the delivery.
Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
If you have completed all of these appropriate measures, please submit a claim with the carrier that delivered the package. Once the claim has been submitted, please email us at firstname.lastname@example.org
Out of Stock Items
If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.
RESERVED RIGHTS REGARDING SHIPPING
Hemper Co. reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:
- An irregular or excessive returns history
- An irregular or excessive returns history involving used, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, Hemper reserves the right to limit, refuse, and/or reject returns to any customer or entity, due to similar actions as noted above.
You may elect to receive text messages from us. When you sign up to receive text messages, we will send you information about promotional offers and more. To the extent you voluntarily opt to have SMS notifications sent directly to your mobile phone, we receive and store the information you provide, including your telephone number or when you read a text message. You may opt out of receiving text messages at any time by texting “STOP” to our text messages. For more information about text messages, see our Terms and Conditions.