Customer policy

Hello, awesome customer! We’re all about keeping your shopping experience smooth and stress-free. Here’s the breakdown on how to handle different situations, ensuring you stay in good spirits:

Delivery Details

We do our best to get your order to you on time, but sometimes things can get unpredictable – like during holidays or strikes. While we aim to be prompt, we can’t guarantee exact delivery dates. To avoid any disappointment, we recommend placing your order in advance. If there’s a need for a replacement, it’ll only be considered after 7 days under normal conditions or 10 days during holiday/strike periods.

Missing Items

Think something’s missing from your package? No worries! Just record a video of yourself opening the package, showing the shipping label and its contents. We’ll need this video proof to take any action. You can privately share the video with us via Telegram for confidentiality.

Free Replacements

If your order is sent with tracked delivery and gets lost along the way, we’ll send a free replacement! However, if the courier marks it as “delivered” and you didn’t receive it, we trust the courier’s system. Unfortunately, no refunds or replacements can be offered for untraceable deliveries.

No Returns Policy

To maintain privacy and hygiene, we do not accept returns. Once your order is in your hands, it’s yours to keep.

No Cash Refunds

Once payment is made and confirmed, refunds aren’t available unless you receive a replacement or there’s an issue with the product. If there’s a problem with the quality of your product, such as flower, shake, or kief, make sure to keep it unopened, take photos with it on a scale, and contact us right away.

Sold-Out Situations

Occasionally, we might oversell a product by accident. If you’re affected, our team will get in touch with some alternative options. Be sure to keep your email up-to-date for smooth communication.

Privacy is Key

We take your privacy seriously. All orders are shipped to your UK address with no need to provide your real name – feel free to use an alias. Your package is discreetly packed, smell-proof, and unmarked. We don’t share your information with any third-party sources.

Got a situation that’s not covered here? Reach out to us! We’ll do everything we can to help. Stay relaxed and follow these guidelines to keep the good vibes going.

Thanks for being part of the Canna City family!

Cheers, Canna City