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FAQs

SHIPPING AND ORDER QUESTIONS

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Orders typically ship same or next business day depending on the time the order was placed. In some cases a larger order may deplete available floor stock and delay orders from shipping right away. In these cases, a customer service representative will reach out the next business day to inform you of the estimated lead time and offer you a refund if you do not wish to wait. 

WHAT IF MY ORDER IS LOST OR STOLEN?

By default, we offer shipping insurance at checkout and strongly advise it is not removed. In the event your package is lost or stolen this will allow us to take action to get the product replaced. It is rare this happens but we have had packages lost and stolen through USPS and rarely but once through UPS. If you elect not to have the insurance we will not be able to refund or exchange your product.

DO YOU SHIP INTERNATIONALLY?

We do ship to different parts of the world using different carriers. Contact us to discuss. 

HOW DO YOU PACKAGE THE PRODUCT FOR SHIPMENTS?

All packages are shipped to minimize aroma which could identify the product as hemp in an effort to deter theft and invention. The sender is labeled as IHC and not The Hemp Collect for this same reason. 

  • Vape cartridges are only shipped through USPS due to regulations that do not allow us to ship with UPS. 
  • Flower is shipped in heat-sealed mylar unless another method is requested.
  • We do not lb out bulk flower purchases by default. They are bagged bulk by cultivar. 

DO YOU OFFER COLD SHIPPING?

Yes. We offer this through UPS and FedEx standard overnight shipping. Our edibles and moonrocks can be damaged by heat and cold shipping is strongly advised to protect the product. Please note the cold shipping does not guarantee items to be delivered cold. It is an additional measure to help assist items melting in transit. 

WHICH CARRIERS DO YOU SHIP THROUGH?

For smaller consumer orders we ship through USPS.

For bulk orders we ship through UPS or by freight depending on the order size.

We always try to package and ship the product in the safest but most cost-effective way. 

DO YOU OFFER EXPEDITED SHIPPING?

Yes. Please contact us to discuss your desired shipping time and receive a quote.

WHAT SHIPPING INSURANCE IS OFFERED?

We offer the option to add package protection and insurance during the checkout process and strongly suggest it is not removed to ensure we can protect your order in the case of theft or damage after shipment. The insurance means your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route to file a claim. 

HOW DO I FILE A CLAIM?

If you purchased protecting at checkout please go to the following link: FILE CLAIM

WHAT ARE THE INSURANCE POLICIES?

Full policies terms can be reviewed here

If the shipment was marked as delivered but was stolen or delivered to the wrong address:

  • Issues can be approved no earlier than 5 and no later than 15 days from when package was marked delivered
  • Orders over $100 USD require a police report to be filed

If the shipment is stuck in transit and/or lost and not marked delivered:

  • Claims may be approved no earlier than 7 days and no later than 30 days from the last update (US), and 60 days from the order date
  • Claims may be approved no earlier than 20 days and no later than 30 days from the last update on  international shipments, and 60 days from the order date

If the shipment was damaged and delivered:

  • File claims for damaged items with photos of the package and item (required). Claim and photos must be received no later than 15 days from when it was marked delivered.

PRODUCT TESTING & SAFETY

DO YOU PROVIDE COA’S/TEST RESULTS?

Every lot we distribute has test results for potency, ensuring compliance with regulations.

DO YOU HAVE FULL PANEL TESTING?

We run full panel tests on products that may contain unsafe compounds including but not limited to pesticides, molds, heavy metals, and residual solvents. 

DO YOU TEST FOR TERPENES?

For products impacted by terpene profiles, we include terpene tests.

EFFECTIVE: Oct 2021

PRODUCT-RELATED QUESTIONS

WHAT IS THE DIFFERENCE BETWEEN CLEAR AND AMBER DELTA 8?

Clear Delta 8 is produced by processing and filtering amber Delta 8 to pull out residual chlorophyll other compounds which do not contribute to potency or overall effect based on current understandings. One impact caused by this processing is that the distillate becomes more susceptible to oxidation. This can create a pink hue in the oil over time. This is common in many types of distillate and not exclusive to Delta 8.  

WHAT BATTERY IS COMPATIBLE WITH MY VAPE CARTRIDGE?

Our vape cartridges are compatible with any 510-threaded battery. You will need to have a 510 compatible battery in order to use your vape product. Batteries are not included with our vapes and must be purchased separately.

HOW DO I PREVENT CLOGGING WITH MY CARTRIDGE?

Clogging typically occurs due to oil moving past the coil and when excess vapor condenses along the walls of the inner cartridge as it cools. As oil builds up between the coil and the mouthpiece, the buildup can block the ability to draw from the cart. This can be prevented by taking short, light hits to reduce overheating your oil which will also give your oil a better taste.

DO YOU OFFER REFUNDS, RETURNS, EXCHANGES?

We go above and beyond to ensure accurate depiction of our products including their quality and potency specs to avoid misguided expectations. We also do our best to have the highest quality so satisfaction is easily achieved. Even still, we understand there are times when a return or exchange may be desired. All of our products include a tamper-evident seal and are returnable or exchangeable as long as the seal has not been removed or damaged. Returns must be sent back within 5 business days of receipt and be in the same condition they were sent in. Once the item is received back and inspected a refund or exchange is processed. 

What is the Best Buy date for your products?

The best buy date of the following products is one year from the manufactured date:

Dabs

Vapes

Soft gels

Tinctures

Gummies

Caramels

UNDERSTANDING THE COMPOUNDS 

WHAT IS DELTA 8 THC?

Delta 8 THC is a psychoactive and intoxicating compound similar to Delta 9 THC that is legal across most US states whereas Delta 9 is still not. More can be read about it on our blog here.

WHAT IS CBD?

CBD, or cannabidiol, is a compound in the cannabis and hemp plant with proven therapeutic benefits. It is not intoxicating but it is psychoactive. It has shown to be effective in treating a wide range of ailments, and there are currently numerous government-backed clinical studies overviewing what is known. CBD is most effective when taken in combination with the rest of the plant’s compounds and is most often labeled as full or broad spectrum in these cases.

WHAT ARE TERPENES?

Terpenes exist in almost every plant and fruit and are not limited to hemp and cannabis plants. They are aromatic oils that lure pollinators and aid in repelling predators. Cannabis terpenes come from the same glands that create cannabinoids, and it is thought that they play a role in differentiating the effects of each strain known as the entourage effect. 

 

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