SHIPPING & RETURNS

Orders typically ship within 1-2 business days after we receive them. Processing times are not included in shipping timeframes and are the same regardless of the shipping method chosen. Delays can occur with large order volumes, out-of-stock items, or incorrect addresses. If a product is out-of-stock on your order, we will contact you to provide lead times or substitutes for the product(s).

All Shipping timeframes are provided as estimates only. Delivery windows are not guaranteed by USPS.

We offer shipping via USPS Ground Advantage (3-7 business day estimate) and USPS Priority (2-3 business day estimate). Service delays that occur after the carrier has picked up the package are out of our control and not eligible for refunds. That being said, we will always do our best to provide solutions for delayed packages.

 

Missing or incorrect products:

If you receive your order and there are damaged, missing, or incorrect products, etc, please take a picture of all the products and your order sheet immediately and e-mail them along with a description of the problem so we can provide quick and easy assistance. 

 

What if my order is lost or stolen?

If you choose not to purchase Route shipping protection, we aren't able to refund or replace your order outright if it is damaged or lost in transit. USPS Ground Advantage and Priority labels are both automatically insured for up to $100, including postage. You may file a claim with USPS for lost/stolen packages here. https://www.usps.com/help/claims.htm 

We ship to the address you provide us. If our system flags your address, we will contact you to verify your address before shipping. If we are unable to verify your address within 2 business days of contacting you, we will ship it as designated. Our system may not catch every mistake; please make sure it is correct. If you do not opt for Route, we cannot replace your order if the address provided isn't correct. 

 Addresses cannot be changed after your order has shipped. If you notice your address is incorrect after placing your order, email us immediately to get it updated. 

 

How do I protect my order?

Route Shipping Protection offers an additional layer of protection to ensure orders are covered in the rare event of damage or loss during transit. 

• Route is an independent third-party shipping insurance provider.

• The price you pay for Route protection is the insurance premium for your order. We do not profit from this charge.

• Seamless claims with a significantly shorter processing time than USPS. We can initiate a claim on your behalf. 

• You must select Route Protection at checkout to receive this protection. 

On a case by case basis, we will always work with you to find the best solution. We reserve the right to deny refunds or replacements for lost/stolen orders to prevent abuse of our policies. 

 

How do you package orders? 

We ship our orders discreetly without hinting at the Hemp contents inside. Our name on the shipping label & bank charge will show as IHC LLC. We use the smallest size box that will comfortably fit your order, sealed with a “Good Things Inside” decorative reinforced tape.

When temperatures are more than 80ºF, we include ice packs on all orders with caramels. Ice packs are rated for up to 72 hours and do not guarantee the product will be delivered cold; it is an additional measure to help prevent caramels from getting soft or melting during transit. 

 

Do you ship internationally?

We ship to all 50 United States and Puerto Rico. Some products cannot be shipped to every state; if you attempt to purchase a product that we can’t ship to your state, you will be alerted during the checkout process.  We do not ship internationally due to hemp products facing seizure, loss, or damage during customs clearance.