Our goal is to provide you with the best possible experience and ensure you're satisfied with your purchase. If you've received a defective item or an item is missing from your order, don't worry! We're happy to help sort it out. You can request a refund for the product(s) in question.
To request a refund, navigate to'My Account', click on Orders, locate the item(s) you want to request a refund for, and click on "Ask for a Refund." You will be asked to provide a reason for your request and a description of the issue. If applicable, including a photo or video of the issue can help expedite the process.
Once you've submitted your refund request, our agents will review it and get back to you with a decision as soon as possible. If your refund request is approved, find out how to use your Refund Code.
To check on the status of your refund request, click on "My Refund Requests" under your account. If the status is "Processing" or "On Hold," that means we're still reviewing your request.
Refund requests are managed through a ticketing system and handled in the order they are received. Refunds are typically processed within 24-48 hours of submission. Please be aware that our support agents are authorized to approve or deny your refund request according to our policies and can only accept refunds for items that are determined to be defective, damaged, or lost.
Please note, XpressGrass does not provide returns or exchanges, nor do we offer cash refunds of any kind.
Important: In cases of defective or damaged product, or any product issues (such as wrong product received, missing product, etc.) it is our custom to ask for photos. The reason we ask for photos is so that we can provide valuable feedback to our vendors and shipping team to prevent similar issues in the future.
Please know that when we ask for photos, it is not to question your honesty or integrity. Our main goal is to ensure that our customers receive the best possible resolution and to provide detailed feedback to our partners.
Please note, as we enter the warmer months, certain products, including but not limited to, edibles and concentrates may melt or alter consistency during transportation. When ordering, be sure to keep an eye on your tracking so you can retrieve your order as soon as possible. We suggest placing any effected items in the fridge to cool down. All products will remain safe to consume.