Delivery Policy

11. How delivery works

Every order is picked and packed at our own facility, handed to a tracked courier and delivered to the address on the order. There is no walk-in counter, no curbside handoff and no cash on delivery — payment is settled online first, and only a paid order is dispatched.

Because these are age-restricted goods, the courier delivers to a person rather than to a place. That single rule is behind most of what follows: the ID check, the refusal to leave a parcel unattended, and the fact that an address cannot be changed once a parcel is in transit.

22. Where we deliver

We deliver across the United States, to addresses where the products in your basket may lawfully be received. Eligibility is decided per product and per destination, not per catalogue — a state may be open for one cannabinoid and closed for another.

Your address is checked at checkout, before you pay. If an item in your basket cannot lawfully be delivered to it, checkout tells you which item is the problem rather than taking the order and cancelling it later.

We do not deliver to PO boxes, mail-forwarding services, freight forwarders or parcel lockers. A residential or business street address where someone can take the handoff in person is required.

33. Delivery options and cost

Free standard tracked delivery — 2–5 working days. Free on orders over $85; below that a flat $7 applies.

Scheduled local delivery — $10. You choose the delivery window at checkout.

Next-day delivery — $13. Dispatched the same working day when ordered before the cut-off, delivered the next.

Priority same-day delivery — $20. Delivered within 1–3 hours where the service reaches your address.

The upgrade price replaces the standard fee rather than being added to it, and the total shown at checkout is the total charged. There is no separate rush, fuel or handling surcharge.

44. When your order is dispatched

Orders can be placed at any hour, on any day. An order confirmed before 2pm on a working day is packed and handed to the courier the same day; anything later goes out on the next working day.

Priority same-day has its own, earlier cut-off. It is offered at checkout only while it is still reachable for that day, so if you can select it, it can still be delivered today.

Payment has to clear before anything is packed. A payment that is still confirming holds the order at that step, which is the most common reason a dispatch slips to the following day.

55. Age check at handoff

The recipient must be 21 or older and must be the person named on the order. A valid, unexpired, government-issued photo ID that matches that name is checked at the door, every time, including on repeat orders to the same address.

The ID does not have to be issued by the state you are ordering in, but it does have to be genuine, current and in the order name. Orders cannot be transferred to another recipient, and a housemate, partner, neighbour or building concierge cannot accept on your behalf.

If no one can produce a matching ID, the courier takes the order back. See section 9 for what happens then.

66. Discreet packaging

Orders ship in plain, unbranded outer packaging with no product imagery, no cannabis-related wording and no indication of the contents. The sender line shows a neutral trading name.

Contents are sealed, odour-controlled and padded. Nothing on the outside of the parcel identifies what is inside or who it is from beyond the information a courier needs to deliver it.

77. Tracking

A tracking number is emailed as soon as the courier scans the parcel, and the same number is on the order in your account. Tracking usually starts updating within a few hours of dispatch.

Scheduled and priority deliveries also send progress updates by text on the day, including when the courier is close.

88. Delays

Weather, traffic, courier backlogs and address problems all push deliveries back from time to time. Published delivery times are estimates from dispatch, not guarantees, and they count working days only.

If a parcel has not moved for two working days, contact support with the order number and we will open a trace with the courier. Where a paid upgrade was not met for a reason within our control, the upgrade fee is refunded.

99. Failed deliveries and returns to us

If nobody is there, no matching ID can be shown, or the recipient is clearly under 21 and cannot prove otherwise, the courier does not leave the order. One further delivery attempt is made at no extra cost.

After a second failed attempt the parcel comes back to us. We contact you to arrange a new delivery, which carries the standard fee again, or to refund the order less the delivery cost already incurred.

An address that turns out to be undeliverable — incomplete, a PO box, or outside the area for the items ordered — is handled the same way.

1010. Changing an address or cancelling

An address can be changed, and an order cancelled in full, at any point before it is packed. Contact support with your order number as early as you can.

Once a parcel is with the courier the address is fixed. An age-restricted delivery cannot be redirected mid-route, so the parcel has to return to us before it can go out again to a new address.

1111. Damaged, missing or wrong items

Check your order when it arrives. Report anything damaged, missing or wrong within 48 hours of delivery, with the order number and photographs of the item and the packaging it came in.

Where the fault is ours or the courier’s, we replace the item or refund it, including the delivery cost, and we do not ask you to send a damaged product back.

Large orders are occasionally split across two parcels, each with its own tracking number. A missing item is worth checking against the dispatch emails before reporting it.