REFUNDS | ISSUES

WHAT IF MY EDIBLES ARRIVE MELTED?

While we do our best to ensure our products are shipped and delivered in a timely manner, edible products can sometimes be affected by the temperature during transit over the summer months. In the event that your edibles arrive melted, here are a couple helpful tips: (1) Rest assured, these are still perfectly safe to use! We recommend popping them in the fridge to harden them up, and from there you can cut them into even pieces to dose effectively. (2) We are now including Cold Packs for mail orders that include edibles (note: these are not included in same day or next day deliveries). This should help to prevent edibles melting during transit. If you notice this product has been added to your order, this is why! (3) If your edibles still arrive melted, please send photos to the team as soon as possible, and we can look into possible resolutions. Since we are not able to guarantee environmental conditions during transit, refunds are not guaranteed, but we will always do our best to find a solution for you.

WHAT IF I DON'T LIKE A PRODUCT?

At Pot Cargo, we understand that individual tastes and opinions may vary, and we are always open to receiving any feedback you might have about a product! In addition, you can always earn points by leaving a Product Review. In cases of a Defective Product, find out how to Request a Refund. Defective Product: A defective product refers to an item that has a flaw or malfunction that hinders its proper functioning or poses a safety risk to the user. Defects can occur during the manufacturing process, design phase, or even due to damage during shipping. Defects may manifest as physical damage, missing parts, incorrect assembly, non-functional components, or other issues that prevent the product from working as intended. When a product is defective, it fails to meet the reasonable expectations of quality and functionality. Product Not to One's Liking: On the other hand, a product not being to one's individual liking refers to a situation where a person simply does not prefer or enjoy a product, despite it being free from defects or functional issues. This can be due to personal taste, preference, or subjective factors. It could be related to the product's appearance, features, performance, color, or any other subjective aspect that doesn't align with the individual's preferences or expectations. Please note: We do not offer compensation if a particular product is not to your individual liking, but we are always happy to provide some personalized product recommendations than may be more to your liking!

WHAT IF I DIDN'T RECEIVE FREEBIES?

To find out how to earn freebies with your order, refer to our help article, How Do I Earn Freebies? In the event that you don't receive freebies with your order, please note: - Freebies are given on an availability basis, so sometimes there may be no freebies available! Not to worry, we probably just ran out and they'll be back soon! - We do not offer financial compensation for missing freebies. In the event that your order is missing freebies, we will do our best to make it up to you next time! Feel free to reach out to us to let us know when you place your next order and we'll do our best to include them if available.

WHAT DO I DO IF I RECEIVED A DEFECTIVE PRODUCT?

Received a defective or damaged product? We are committed to providing our members with top-quality products. Therefore, if you receive a product with any issues, please don't hesitate to let us know! Help us, Help you! So we can resolve any product issues with you as fast as possible, feel free to send over the following info through our live chat and one of our agents can assist you: - Order Number - The name of the defective product (include strain name) - Details outlining the product issue - A photo or video best depicting the product issue Once we have these details, we will do our best to resolve any product issues with you as fast as possible. Find out how to Submit a Refund Request. Please note: We DO NOT accept returns. However, in the event that you have received a product that is not up to quality standards, our agents will work closely with you to find a resolution*. Any refunds issued are via Cargo Points.**

HOW DO I USE MY REFUND CODE?

Once you have submitted a Refund Request, and your request has been approved, you will receive a refund code via email. This refund code is equivalent to the dollar value of your refund, and can be redeemed at checkout toward your next purchase. A refund code looks like this: refund_123456 To redeem your refund code, enter the code (including the underscore), and click APPLY COUPON. If your refund includes free shipping, this coupon will also apply toward free shipping. Refund codes not expire!

HOW DO I REQUEST A REFUND?

You now have the option to request a refund. Simply log in to your account, go to your order history, locate the item(s) you want to request a refund for, and click on "Ask for a Refund." You will be asked to provide a reason for your request and a description of the issue. If applicable, including a photo or video of the issue can help expedite the process. Once you've submitted your refund request, our agents will review it and get back to you with a decision as soon as possible. To check on the status of your refund request, click on "My Refund Requests" under your account. If the status is "Processing" or "On Hold," that means we're still reviewing your request. If your refund request is approved, find out how to use your Refund Code. Please note, Pot Cargo does not provide returns or exchanges, nor do we offer cash refunds of any kind. All refunds issued are via Cargo Points. Please keep in mind that our support agents reserve the right to approve or deny your refund request based on our policies, and can only approve refunds for items that are deemed defective, damaged, or lost. Refund requests are handled within 24-48 hours of submission. Important: In cases of defective or damaged product, or any product issues (such as wrong product received, missing product, etc.) it is our custom to ask for photos. The reason we ask for photos is so that we can provide valuable feedback to our vendors and shipping team to prevent similar issues in the future. Please know that when we ask for photos, it is not to question your honesty or integrity. Our main goal is to ensure that our customers receive the best possible resolution and to provide detailed feedback to our partners.