Browse our knowledge base to get answers
to frequently asked questions.

Most common questions

What happens if I apply a coupon during a sale?

At Chill Clouds, we guarantee that you will receive the highest discount possible, regardless of any ongoing sales. For example, if we're running a 30% off sale and you have a 40% off coupon, we will honor your coupon and apply the higher of the two discounts to your final bill. Please note that we do not allow coupon stacking, meaning you may only use one coupon per purchase.

How can I cancel my order?

If you need to cancel your order, please contact us at (754) 799-3939 as soon as possible. We cannot accept cancellations once your order has been shipped. If you missed the cancellation window, you can still request a refund by logging into your account and initiating the refund process. Please note that our refund policy generally allows returns for most unopened products within 30 days of delivery. For more information, please refer to our refund policy.

Where can I find my tracking number and package status?

Once your order has shipped, we will send you a tracking number via email that you can use to track your package on the shipping agent's website, such as UPS, USPS, or FedEx. You can also find your tracking number in your account dashboard on our website. Please note that if the tracking indicates that your package was delivered but you have not received it, you should contact the shipping agent or your local post office for further assistance. It is important to keep in mind that there may be delays in delivery and tracking updates.

What is Chill Clouds' policy on returns and refunds?

Returns: Most unopened products can be returned within 30 days of delivery. Items must be unused, in their original packaging, and accompanied by a receipt or proof of purchase. Unfortunately, we cannot offer refunds or exchanges for items that have been opened or used, or for returns requested more than 30 days after delivery.

Refunds: Once we receive and inspect your return, we will send you an email to confirm receipt and let you know whether your refund has been approved or rejected. If your refund is approved, we will process it and automatically apply a credit to your credit card or original method of payment within 3-7 business days. Please note that we do not offer refunds on vaping products.

For more information on Chill Clouds' refunds and returns policy, please visit our refund policy.

How can I cancel my subscription?

To cancel a subscription, visit your account page and select the "Subscriptions" option from the left-hand menu. Find the subscription you want to cancel and click "cancel." Your subscription and payments will stop immediately, but you can resubscribe or subscribe to other products whenever you want.

How can I use my disposable vape?

Follow these simple instructions to use your vape:

  • Click the button 5 times to turn your device on.
  • Press and hold the button while you inhale.
  • Click the button 5 times to turn your device off.

Can you tell me more about Order Statuses?

The status of your order provides information about any purchase you've made with us. Here's a brief explanation of what each status means:

  • Needs Manual Review: Your order has been flagged for security checks and is being reviewed manually by one of our agents to ensure everything is correct. This process usually takes a few hours and rarely extends beyond one business day. Please wait patiently!
  • Ready to Ship: Your order has been confirmed and approved. We are currently preparing your items and will ship them to you soon!
  • Pending Shipment: Your order has been processed, packaged, and is awaiting pickup by the shipping carrier.
  • Partially Shipped: Some items from your order have been shipped and are on their way to you. However, other items may arrive separately and at a later date.
  • Completed: Your order has been processed, shipped, and dispatched to you. You'll receive a tracking number, and your package should arrive soon!
  • Needs Payment: Your order has been received, but payment is still pending. This status is typically related to a subscription product with a failed payment. Consider updating your credit card or other payment details.
  • Canceled: Either you or a team member has canceled the order. No charges will be made, and the order will not be fulfilled. If you didn't cancel the order, please reach out to our customer support team.

My Order "Needs Payment." What does that mean?

Your order has been received, but payment is still pending. This usually happens with product subscriptions when a payment fails. You might need to update your credit or debit card details before we can process and dispatch your order.

To update your subscription payment method:

  1. Go to the Subscriptions tab in your Account.
  2. Click "View" for the subscription item you'd like to modify.
  3. Click the edit icon next to "Payment Details."
  4. Choose an existing payment method or add a new card. For an existing method, click on it and save the changes. For a new payment method, enter your details and save the changes.

What does it mean that my Order is under "Manual Review"?

Your order has been flagged for security reasons and is being reviewed manually by one of our representatives. Once we confirm that the order is legitimate and you are over 21 years old, it will be approved and shipped.

If our representatives need additional information to verify your account, they might call you. This usually only occurs with first-time customers, and once your details are confirmed, you're permanently verified. This process helps protect both potential and existing customers from fraud, scams, and theft. Age verification is required by federal law.

If our team confirms that the order is genuine and you are of legal age to consume our products, the order will proceed. However, if they find the order to be fraudulent, you are underage, or they are unable to reach you after several attempts, the order will be canceled.

This review process typically takes a few hours and rarely exceeds 1 business day. No additional steps are required from you‚ÄĒjust sit tight!

Other questions

Are delta 9 gummies legal?

Hemp-derived delta 9 gummies are federally legal under the 2018 Farm Bill. However, state legality may vary. Before attempting to purchase delta 9 gummies, check your state's legal stance on hemp and hemp-derived compounds. 

How long do delta 9 gummies stay in your system?

The length of time that delta 9 gummies stay in your system can vary based on several factors, such as the dosage, frequency of use, and individual metabolism. Generally, delta 9 THC can be detectable in the body for up to several days or weeks after consumption, depending on the drug test used and the method of consumption.

What are delta 9 gummies?

Delta 9 gummies are edibles that contain delta-9-tetrahydrocannabinol (THC), which is a psychoactive compound found in cannabis. 

Do delta-9 gummies get you high?

Yes, delta 9 gummies can get you high due to the presence of delta 9 THC. The psychoactive effects of delta 9 THC can vary depending on the dosage and tolerance.

How long do delta 9 gummies last?

The effects of delta 9 gummies will usually begin to peak at around 1-2 hours from consumption and can last for upwards of 5 hours.

Do THC gummies expire?

THC gummies can expire, and the expiration date is typically printed on the packaging. Over time, the potency of the THC in the gummies can degrade, resulting in weaker effects. It is generally recommended to consume THC gummies before the expiration date for optimal freshness and potency.

How long do THC gummies last?

THC gummies typically take around 1-2 hours to reach peak effects and can last for up to 5 hours.

How long do THC gummies stay in your system?

THC is metabolized in the liver and can be detectable in the body for up to several days or weeks after consumption, depending on the drug test used and the method of consumption. However, the length of time THC remains in the body can vary depending on several factors, such as the dosage, frequency of use, and individual metabolism, and there is no definitive answer that applies to everyone.

What are Chill products made from?

Chill products are made from all-natural, hemp-derived cannabinoids sourced from industrial hemp grown in the United States.

Are Chill products legal?

Yes, all Chill products are legal in accordance with the 2018 Farm Bill, which legalized the cultivation and sale of industrial hemp and hemp-derived products.

What benefits can I expect from using Chill products?

Chill products can be used for various benefits, including stress relief, relaxation, improved sleep, and a sense of overall well-being.