FAQs

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

Other questions

When should I enter my coupon or discount code?

You should enter your coupon code before making your final payment during checkout. Once your payment is processed, you will no longer be able to apply any coupon codes, so please enter them carefully.

Can I stack multiple coupons for a single purchase?

No, only one coupon or discount may be used per purchase. This includes promotions and other discounts as well.

Can I use a coupon more than once or after it expires?

Most of our coupons are for one-time use and have an expiration date. However, there may be exceptions, so please check our website or contact customer service for more information.

What if my discount code has expired?

Although your discount code may have expired, we offer new discounts regularly. Keep an eye out for future discount codes, and if you experience any issues using a discount code, please don't hesitate to reach out to us.

Can I receive a raincheck for a promotion that's out of stock or save it for later?

No, our promotions are time-sensitive and apply only to the specified time period. This means that even if a product is out of stock, the promotion will not be extended beyond the specified period.

Are there any limitations to your coupons?

Yes, our coupons are limited to one per customer per sale. Any attempt to reuse coupons or discount codes through multiple accounts or addresses will render all discounts invalid and result in a canceled order.

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, but depending on the products you're purchasing, some exceptions may apply. Even though the sale, purchase, and use of hemp products is federally legal under the 2018 Farm Bill, several states have their own laws and restrictions on different cannabinoids, meaning we cannot lawfully ship products containing said compounds to those states. Every product on our site is equipped with a map of the United States detailing what states we can and cannot ship it to. 

What are your shipping costs?

We offer free standard 3-5 day shipping within the United States for orders over $99. Orders under $99 are subject to a standard $9.99 shipping fee.

When will my order be delivered?

After we receive your order, we will process it within 1-2 business days. Delivery times usually vary between 3-5 days 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.

How do I request a return label?

To request a return label, log in to your account and navigate to MY ORDERS. Select See Details for the eligible order you wish to return and click on the Return or Replace Items box below the order number. Fill out the return form, including the reason for the return, what resolution you are looking for (replacement, refund, or extra item), and any additional notes. Remember to upload photos for proof of purchase and the item being returned. If you need a replacement shipped to a different address, check the "add a different shipping address" box. Finalize your request by clicking the RETURN button. Our return address is: Fulfillment Center, 2252 Mason Ave, Daytona Beach, FL 32117.

Where do I send my return?

Please send your return to our Fulfillment Center at 2252 Mason Ave, Daytona Beach, FL 32117.

What is the refund policy for sale or discounted items?

Refunds for sale or discounted items will be for the amount paid, not the full price of the item.

What is your subscription policy agreement?

To start your monthly subscription, you must register as a member on our website. You agree to receive promotional emails, including third-party offers, and our monthly newsletter, which you can opt-out of at any time. As a subscriber, we will ship you a package every month with the specific item you subscribed to, and you agree to pay the monthly subscription fee. We accept credit cards and use a third-party payment service to process payments. You can cancel your membership through your account page, but if you don't cancel at least 24 hours before your next order date, your subscription will automatically renew.

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