If something in your order arrives broken, damaged, defective, or perhaps you just changed your mind, we are always happy to accept returns and accommodate exchanges. We cover any associated shipping costs with your return, and accept all unused & unopened products for up to 10 days after the delivery date of your order. All returns are managed by CaliConnected, regardless of shipping location.
Changed your Mind?
We get it, sometimes you simply change your mind. If you’re having second thoughts and your item hasn’t shipped, we will provide a full refund for a prompt cancellation.
If you changed your mind while the product is in transit, please let us know and accept the package. In order to expedite your refund, please do not “return to sender” or “refuse upon delivery,” as this will send it back to the fulfillment center. We cover all shipping costs on returns and provide a label that mails your product back to our customer care team so that the item(s) can be properly inspected before restocking on our website.
If you changed your mind about a purchase you already received and the product has not been used, simply reach out to us and we’ll issue you a return label to send back the item for a refund (less a 15% restocking fee). A full refund with no restocking fee can also be issued in the form of store credit. Restocking fees are waived for orders with Package Protection. Shipping insurance is non-refundable in this instance. All products must be unused and unopened. We can be contacted via any method found on our Contact Us page to begin the return process.
Lost or Missing Packages
We have created a new in-house Package Protection policy to provide an unparalleled, hassle-free shipping insurance that covers any issues with your orders during transit including lost, stolen, and damaged packages. CaliConnected Shipping Insurance is available at checkout for a low, one-time fee that is calculated by the total cost of your order.
If you opt out of CaliConnected Package Protection, please note that CaliConnected is no longer responsible for any lost or missing packages.
Lost and missing package claims will be denied if the GPS scan details of your package are confirmed as being delivered to the shipping address entered at checkout. Claims can also be denied if the package was signed by or handed directly to a resident at the shipping address. Lost and missing package claims are handled by management on a case by case basis.
Lost and missing package claims, if approved, are only eligible for a replacement order with adult signature required. This type of claim is not eligible for a refund and likewise, the replacement order will not be eligible for a return. All sales are final in this situation.
Broken or Damaged Goods
If a product arrives broken or damaged and you did not purchase package protection at checkout, be sure to send a timely email including your order number and 2-3 detailed pictures to email@example.com. You must include clear pictures that show the entirety of the product and damages, including but not limited to clearly identifiable features or markings on the product in question. There will be no exceptions made for disposing of the product before contacting us.
Our warehouse team tries their best to avoid damaged goods altogether, but it can happen on occasion while the package is in transit due to the fragile nature of our products. After your claim is started, a customer service representative will work with you to find a suitable replacement or issue a refund if the same item is no longer available. Please note that CaliConnected is not responsible for any lost or missing packages.
Due to the nature of the devices that we sell, we cannot accept returns of any used products for both legal and hygienic reasons. This is an industry standard across all online head shops and at brick & mortar smoke shops as well. With that being said, we highly recommend researching the product that you are interested in buying before completing your purchase. You may also reach out to us by any method found on our Contact Us page so that our knowledgeable customer support team can help you decide which products are right for you before making a purchase. Used products are NOT accepted and will be disposed of appropriately without issuing a refund.
Defective Products / Dead on Arrival
We use a strict quality control check on most vaporizers to ensure that the battery and/or other accessible components are properly working before being packaged. If a product arrives defective or dead on arrival, be sure to send a timely email with detailed pictures and/or clear videos to firstname.lastname@example.org. A customer service representative will then work with you to find a suitable replacement. All products must be unused for CaliConnected to process a replacement, unless said product could not be deemed defective until in use and the manufacturer's warranty will not issue a replacement (see next paragraph for manufacturer warranties). We oftentimes request that you send back the original defective item at no additional cost (we’ll provide a prepaid label).
Most of our vaporizers and other electronic devices have extended manufacturer warranties that will cover defective products and parts, even after the device has been used. Please be sure to follow the directions on the product packaging and/or manufacturer website to register your device following the delivery of your order and before first use. Customers are required to contact the manufacturer directly for any warranty claims associated with a defective product return, unless the product was received dead on arrival. Please note that returns of any defective products are entitled to a replacement only during the manufacturer’s advertised warranty period and in accordance with the manufacturer’s warranty return policy.
Incorrect or Mislabeled Products
In the unlikely event you receive an incorrect or mislabeled product, be sure to send a timely email with detailed pictures to email@example.com. We will provide a prepaid return label to send back the incorrect/mislabeled product and replace the item with the correct product right away at no additional cost.
All sales are final on Custom Bongs and all other personalized products unless part of your order arrives broken, damaged, or defective.
Memberships and Subscriptions
To cancel an existing membership and/or subscription for a refund, please reach out using any method found on our Contact Us page to begin the process. Refund and cancellation policies for memberships/subscriptions can be found on our Membership Policies page.
How to Start a Return
If you need to initiate a return, you may reach out using any of the methods found on our Contact Us page. Please include the following items:
- Your name
- Your order number (ex: #CALI5555)
- A picture of the damages (and/or short video if it’s an electrical component)
We cover all shipping costs on returns and provide a label that mails your product back to our customer care team so that the item(s) can be properly inspected before restocking on our website. Used products are NOT accepted and will be disposed of appropriately without issuing a refund.
Once we receive and inspect your return we will promptly issue you a refund (less a 15% restocking fee). A full refund with no restocking fee can also be issued in the form of store credit. Restocking fees are waived for orders with Package Protection. Package protection costs are non-refundable in this instance. All sales are final on Custom Bongs and any other personalized products.