WEBSITE FAQ

OUR MISSION IS SIMPLE: TO DELIVER WELLNESS AND QUALITY OF LIFE TO THE WORLD

 
 

Got a question? We are here to answer! If you don’t find answers to your questions here, drop us a line on our contact page.

SHIPPING:

My package is marked as delivered but I haven’t received it yet?

Sometimes, USPS may have updated the delivery status of an order even when the product has not reached its destination. If this happens, don’t panic.

Firstly, wait for one business day to see if your product reaches you. The ‘delivered’ update may appear a day earlier than expected, in anticipation of its final delivery. If you don’t receive your product after one business day, kindly check in with members of your household, neighbors, apartment/office managers to determine if someone else has received your package on your behalf. Also, check around your house/office to see if the package was dropped nearby in your absence. If it is not any of this, then there must have been some error on the part of USPS.

It may be that the product got lost in traffic or was delivered to the wrong address. Please call 1-800-ASK-USPS and request that they open a case for you. They would contact the unit in charge of your delivery package to resolve the issue. Normally, you should ascertain the whereabouts of your package within two business days.

In any case, kindly understand that problems with the delivery do not originate from us. However, we would be glad to help you sort out any issue you might have.

My shipment has been lost?

USPS mail shipments within the United States are considered lost if they do not arrive at their destination within 15 business days. 

Please note that no refund is guaranteed if you lose your package due to an error committed by you, such as providing incorrect address information, you shall not be eligible for a refund. 

You are not eligible for a refund if your package gets stolen upon delivery.

You are not eligible for a refund if your package has been marked ‘delivered’.

Therefore, always provide correct address details to a secure location, in order to ensure the accurate and safe delivery of your package. If you do not receive your package after it has been marked ‘delivered’, open a case with USPS immediately.

I checked the status of my package and it looks like it has been sent to the wrong address?

This may be due to USPS reusing an old tracking number, making the previous tracking information come up instead of the new details. Tracking numbers are reused often. Usually, once a tracking number is generated, its information remains intact for about 6 months, then the details are wiped, ready for reuse. In some cases, though rarely, the information on the number has not been erased properly, causing the old details attached to the number to come up for a new delivery.

If you have not entered an incorrect address and suspect that your package has gone off to somewhere else, contact USPS quickly for prompt resolution.

How do I track shipment progress?

Once your order has been shipped, you would receive an email from us, Organa Hemp Company in Colorado, USA. By clicking the link in the email, you would be able to track your order using the shipment number provided. By the evening of the shipping day, you should be able to access tracking information on your order. For USPS in certain remote areas though, real-time tracking is unavailable. However, in all cases, delivery confirmation is always available.

Kindly note that shipping numbers and other shipping information are supplied to us by the delivery carriers. Therefore, we cannot be held responsible for errors in shipping details.

The package I received was damaged?

If you found that the package delivered was damaged, the first step is to file a claim with USPS. Settlement may take up to 30 days, and so you have to maintain the package, its contents, and associated packing materials as you have received them because they may be recalled for inspection.

ORDER:

Can I change my shipping address after placing an order?

Yes, you may change your shipping address after placing an order, but only before your order is shipped. Once a package leaves our warehouse, you can no longer change your address. If let us know as soon as possible before shipment though, we would adjust our system to redirect your package to the new address.

Can I cancel my order?

Yes, you can cancel your order at any time before delivery. Contact us to cancel your order and get a full refund.

When will my order ship?

Orders placed before the cut-off time would ship the same day, if on a weekday. Orders that fall past the cut-off time or on weekends (Saturday, Sunday) would ship the next available business day.

Is my credit card information safe?

Our website uses a secure connection (HTTPS) to maintain the integrity of any information you enter.

The package I received was damaged?

If you found that the package delivered was damaged, the first step is to file a claim with USPS. Settlement may take up to 30 days, and so you have to maintain the package, its contents, and associated packing materials as you have received them because they may be recalled for inspection.

PAYMENT:

What will my bank statement say?

“Organa Hemp Company”

COULDN’T FIND THE ANSWER? WE CAN HELP!

Please feel free to browse our self-help frequently asked questions above. And please don’t hesitate to contact us and we’ll find your answer right away!