Find the answers you need about Chill,
cannabinoids, & shopping at our store.

Most common questions

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.

Other questions

Where can I get information about my order?

If you have questions about your order, please contact us by email at [email protected] or call us at (754) 799-3939 and provide your order number.

What payment methods are accepted?

We currently accept Visa, Mastercard, and Discover through our website.

What destinations do you ship to?

We ship to all 50 states in the US.

What are your shipping costs?

We offer free standard shipping within the United States for orders over $100, with 2-day express shipping. Shipping times may vary from 2 to 5 business days (Monday to Friday) after processing times, depending on your location.

When will my order be delivered?

After we receive your order, we will process it within 1-2 business days. Shipping times vary depending on your location and may be affected by inclement weather, holidays, or backorders.

What should I do if my payment is charged but my order is not processed?

If you receive an error message when processing your order and do not receive a confirmation email, it is possible that there was an issue with the billing address you entered. We recommend verifying the correct billing information with your bank. Please note that we do not have these funds, and declined funds are typically held by the bank for 2-3 business days before being released back to your account.

How do I handle a damaged purchase?

We have recently implemented a new online returns or exchange system. On our website's returns page, you can enter your order number and the email used to place the order. The system will guide you through the process of selecting which item or items you wish to return or exchange, and a return shipping label will be generated for you to print out and use. Once the return is received and inspected, our customer service will process the reimbursement. We always ship via UPS.

Why do you need to verify my age?

Various state and federal laws, as well as our best practices at Chill Clouds, require us to verify your age for certain purchases or to access our website.

What does it mean if my order status is "pending"?

If your order status is "pending" when you check your account, it means that we have received your order, and it is being prepared for shipment. Orders generally ship within 24-48 hours after the purchase is made. Once your order has shipped, your order status will be updated, and your tracking number will be provided. We will also send you an email with your tracking information. Your package should arrive within 2 business days, shipped via UPS (UPS business class shipping terms applied).

If my card is charged, will my order be processed on the same day?

Yes, once your card is charged, your order will be processed on the same day. You will also have the option to choose a monthly subscription plan at this point, which will determine the frequency of charges and shipments.

Contact Us

Our agents are here to help you.