We will gladly exchange any defective product...

 

to anyone who is respectful and calm when asking for an exchange. We do our best to obtain quality products, and sometimes oil cartridges and vape pens/batteries fail mechanically.  Other times a person may not like what they ordered and may want to exchange for a more suitable product to meet their needs.

We weigh all our products AT LEAST .02g OVER the amount you request to account for weighing errors. Our concentrates are pre-weighed and placed into silicone containers. We hope they retain the same weight as at the time of packaging, but we do not have control over climate/temperature changes that can cause things to gain/lose weight over time. We hope the extra weight we add will accommodate for these changes. Our flowers are always packaged to order and are kept at 62% humidity to obtain optimum freshness/moisture. We recommend you keep your products in a sealed glass container to maintain the freshness.

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We have ZERO TOLERANCE for scams and we keep record of returns.

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We will generally provide the exchange on your next order or when we have a driver in your area again that day or the next day. However, we may be able to deliver sooner (depending on our schedule) and may ask for a donation for the driver for the expedited exchange. Our drivers do receive a donation for each delivery, not an hourly donation. However, if we make an error (not related to defective items) we will gladly send a driver back to you as soon as we possibly can!

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See below for specific exchange details:
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Oil Cartridges:  Most of these products work great, but they are still a relatively new thing. Sometimes they leak, wicks may fail to ignite, and a few other rare mechanical failures can occur. We will gladly exchange the defective item with something else of the same value as long as you notify us within 24 hours to let us know about the issue. You MUST have the defective item with you for exchange and it must have not been tampered with. We will provide a credit toward another item based on the remaining amount of the product you are returning. If it leaked out please take a photo of the leaking product, as you may be asked for that if the cartridge is not full upon return. If the product leaked into a bag or container, please have that available at the time of return.

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Vape Pens/batteries:  Most of these products work great, but they are still a relatively new thing and occasionally fail to perform. We will gladly exchange your non-working pen/battery for credit toward anything in our store as long as you notify us within 24 hours that your product is defective. 

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Flowers:  We will exchange flowers if you are not satisfied with them. We do have a policy of honoring this TWICE to each person. We are here to consult you, we have photos and descriptions on our websites and we recommend and prefer that you talk to us about your preferences, personal tastes, medical needs, etc before you place an order unless you've already ordered this EXACT product from US before. Flowers will vary between types, strains, cultivators and specific batches of a grow. Just because you've ordered a strain before from us or someone else, does not mean it will be the same color, quality, trim job, etc. We are dealing with nature and various cultivators. Please see our page on Canna Education for more details about this process. 

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Concentrates:  We will exchange a concentrate for you if you are not satisfied with them. We do have a policy of honoring this TWICE to each person. We are here to consult you, we have photos and descriptions on our websites and we recommend and prefer that you talk to us about your preferences, personal tastes, medical needs, etc before you place an order unless you've already ordered this EXACT product from US before. Products differ from each wax blaster, region, etc. If a product is created in a place with a different climate, once it arrives to your area, it may have changed slightly with temperature, moisture levels and time. 

Please read our page on Canna Education to learn more about what causes concentrates to have different colors and consistency.

If you notice a white film on your concentrate  it is a silicone residue. Silicone is a non-toxic substance made from sand and we use food grade containers.  Additionally, we do clean them and air dry them before packaging to reduce this issue as much as possible.  However, temperatures do seem to play a part in the silicone being visible on the concentrate at times. This substance can be removed by wiping or gently scratching the residue off. We are in the process of changing our packaging to reduce this issue for our patients and rec consumers. Please bear with us while we make this transition to a different brand and upgrade to medical quality or different containers entirely. 

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Edibles: We will exchange a concentrate for you if you are not satisfied with them. We do have a policy of honoring this TWICE to each person. We are here to consult you, we have photos and descriptions on our websites and we recommend and prefer that you talk to us about your preferences, personal tastes, medical needs, etc before you place an order unless you've already ordered this EXACT product from US before.

Edibles are one of the most challenging products we offer because they simply do not work the same for everyone. Ingesting cannabis is MUCH different than smoking or vaping it. Please read our page on Canna Education to learn more about how edibles may affect you.

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We appreciate you very much and want to be sure you are satisfied. We appreciate you utilizing our consultation process to determine which products you will be most satisfied with before ordering to create more enjoyable experience and efficiency for everyone!

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- lv emerald essence staff