SHIPPING & RETURNS POLICY

1. Shipping Origin

All orders are picked, packed, and shipped directly from our warehouse facility in Jessup, Pennsylvania.

2. Free Shipping Promotion (Orders $450+)

We are currently offering Free Shipping on wholesale orders totaling $450 or more.

• Eligibility: This offer applies only to the Continental United States (Lower 48 States).

• Exclusions: Orders shipping to Alaska, Hawaii, Puerto Rico, and other U.S. territories are not eligible for free shipping and will be charged standard carrier rates.

3. Order Processing & Shipping Times

Business Hours: Monday through Friday, 9:00 AM – 5:00 PM (EST).

• Same-Day Shipping Goal: Orders placed before 1:00 PM EST on a business day are prioritized for same-day shipping.

• Best Effort: While our official cutoff is 1:00 PM, we frequently process orders placed as late as 3:00 PM the same day, though this is not guaranteed.

• Standard Processing Window: Please allow 1–3 business days for processing during high-volume periods.

• Carrier Pickup Times: USPS (approx. 3:00 PM), UPS (approx. 4:30 PM).

Transit Times:

• Domestic: 2–7 business days (Average delivery is 3 days).

• International: 7–14 days (varies by carrier and customs clearance).

4. Liability: Lost or Stolen Packages

We are not responsible for packages that are marked as "Delivered" by the carrier but are subsequently reported missing or stolen ("Porch Piracy").

• Secure Location: We strongly recommend shipping to a secure business location where someone is available to receive and sign for the package during business hours.

• Resolution: If a package is lost in transit (not yet scanned as delivered), we will assist in filing a claim with the carrier.

5. Heat Sensitivity (Melt Warning)

Summer/Warm Weather Advisory: During warm weather months, we strongly recommend upgrading to Expedited Shipping for heat-sensitive items such as gummies and chocolates.

• No Liability: Hempwholesaler.com is not responsible for products that melt during transit if standard Ground shipping was selected. We do not offer refunds or replacements for melted products due to weather exposure.

6. International Shipping & Customs

We ship internationally; however, due to the regulatory nature of hemp products, you must have a shipping broker in place before we can ship your order.

• Broker Requirement: You are solely responsible for supplying your shipping broker with all necessary documentation to ensure smooth passage through your country's customs/import department.

• Liability: Hempwholesaler.com is not responsible for international seizures or delays caused by customs agencies or lack of proper brokerage.

7. Refused & Undeliverable Packages

If a package is returned to our facility for any of the following reasons, the customer will be responsible for return shipping costs plus a 15% restocking fee:

• Customer refuses the package upon delivery.

• Customer provided an incorrect or outdated shipping address.

• Customer failed to sign for the package or pick it up from the carrier’s holding facility.

Original shipping charges are non-refundable in these instances.

8. Order Errors, Damages & Claims

Please inspect your shipment immediately upon arrival.

• 72-Hour Claim Window: All claims for incorrect, damaged, or missing products MUST be made within 72 hours of the delivery timestamp shown on your tracking information. Claims made after this window may be denied.

• Photo Evidence Required: For damaged items, you must provide clear photos of the damaged product AND the shipping box/packaging. Do not discard the shipping box until the claim is resolved, as carriers often require photos of the exterior packaging to process insurance claims.

• Wrong Item Received: If you received the wrong product, DO NOT OPEN THE ITEM. Open products cannot be returned. Contact us, and we will issue a return shipping label to swap it for the correct item.

Contact Service Team

For all shipping or order issues, please have your Order Number ready.

• Phone: 1-800-332-0916

• Email: info@hempwholesaler.com