Frequently Asked Questions
I JUST PLACED MY ORDER, WHEN WILL IT BE SHIPPED?
There is a 24-48 hour processing time for all orders, with most orders sent out for delivery within 24 business hours. We strive to ship orders out as quickly as possible with processing priority to customers with paid shipping. After the processing period, a TRACKING EMAIL will automatically sent to the email on the order to showcase that the package is ready for shipment and sent to Silk Road Depot for shipping deliveries. Our order processing time is 24-48 business hours once the order has been placed, excluding weekends and holidays. If Overnight Shipping was selected as your shipping method at the time of checkout, the order will require the full 24 hours to be processed. NOTE: During the busy holiday season or after holiday promotion, processing can take up to 72 business hours.
I DID NOT RECEIVE A CONFIRMATION NUMBER, WHERE IS IT?
Order confirmation emails are sent within 12-hours of the order being placed. If a contact email was not provided at the time of checkout, or an incorrect/invalid email address was entered, the confirmation email will not be properly sent to your inbox. Please also be sure to check your spam/junk folder if it does not appear in your inbox. Please verify the information at the time of checkout to avoid further issues. If you believe that the email was not received due to the reasons mentioned, please feel free to contact us regarding the matter and we will provide you with your order number along with your tracking number (if the order has already begun processing).
DO YOU SHIP ORDERS IN DISCREET PACKAGING?
We currently ship all orders in discreet packaging with no logos or labels of affiliation.
DO YOU SHIP INTERNATIONALLY?
Yes, we currently ship to most countries globally. If your country is not listed during the checkout process, we are unable to accept payment from OR ship to your country at this time. Please Contact Us for more information.
I RECEIVED A GATEWAY ERROR, HOW DO I PAY?
If you received a “Gateway error”, and did not receive an order confirmation email, this may be the result of a declined transaction. A “Gateway Error” indicates that the card used for purchase was declined. Your card may have been declined due to an incorrect billing address entered at the time of checkout (including the name on the card). Please note that the billing information must accurately match the information attached to the card, as any discrepancies will result in a failure to place an order. Additionally, you may verify the billing information on file with your banking institution. If you see a Processing on your account, it is important to note that this is not an actual charge. Since the card was declined, we were unable to receive any payments from you. Therefore, the processing is the result of the card issuer holding the funds from your account that were intended to be used for a purchase If you received a confirmation page with a provided Order Number and received a confirmation email, your order is confirmed and successfully placed.
DO YOU OFFER PHONE SUPPORT?
Yes we do offer phone support. Our operation hours are from 9AM - 4PM PST, Monday - Friday, excluding holidays.
CAN I BUY YOUR CANNABIS PRODUCTS AS A MINOR?
Not for Sale for Minors - We do work according to the AUMA law (We don't sell to persons below 21 Years Old)
CAN I CANCEL MY ORDER?
We are only able to cancel orders before the order has begun processing with our shipping department. Once an order has been processed for shipment, the order is no longer able to be canceled/refunded. If necessary you may refuse the package at time of delivery. Once we receive the package back at our facility we will be happy to modify or cancel and refund the order.
DO THE ITEMS I PURCHASED FROM YOUR WEBSITE INCLUDE WARRANTY?
We currently offer a 30-day after sales limited warranty for all manufacturer defective items purchased from our website, with some restrictions*. The warranty period will begin once the package has been delivered in correspondence to the order’s tracking history. Once the item has been in the hands of the customer after the warranty period, the item(s) will be no longer eligible for a refund/replacement.