Hemper Customer Support

Blazer - Big Buddy Turbo Torch

Q: Does the torch come with butane in it already?

A: Yes it does! All of our torches are pre-filled with butane. 

Q: Is this torch refillable?

A: Yes, it is :)

HEMPER - Rolling Trays

Q: What material is this made out of?

A: Our rolling trays are made out of Metal. Specifically Tin Metal.

Q: How big are the rolling trays?

A: The small rolling trays are "5" x 7", the medium rolling trays are 7" x 11.5", and the large rolling trays are 11" x 14".

Pipe Vape Battery

Q:How do you know when the Hemper is done charging?

A: When the battery is done charging, the lights will turn red. 

Q: How do you turn the device on/off?

A: Click the butting 5 times to power on/of

Q: What do the lights mean and what voltage? 

A:The different colors are the different voltages. Green- 3.0v to blue- 3.7v to red- 4.2v. Red would mean that it is fully charged. 

Q: How long should I charge it

A: 2-3 hours should be ideal; it totally depends on how often you plan on using it!

Q:Is the battery draw activated or do you have to hold the button?

A: You will have to hold down the button!

Q: What cart can I put on this battery?

A: This battery can take all 510 thread cartridges! 

Q:How does the device work?

A:  2 clicks will enter the device into preheat mode. The light will be on until the preheat is finish, about 10 seconds.

Q: How do I change the voltage?

A: 3 Clicks will the change the voltage from 3.0v (Green) to 3.7v (Blue) to 4.2v (Red)

HEMPER - The Keeper 3-in-1 Grinder Storage Container

Q: How many inches of storage is inside below the grinder?

A: Without the grinder, it has about 4 inches of storage. With the grinder, there is less space. However, the grinder has its own storage compartment.

Klear - Kryptonite Cleaner 270mL Bottle

Q: Will it work on silicone pieces?

A: Yes this will work for silicone pieces as well.

Q: Is it just liquid or does it have salt in it?

A: It does have salt crystals in it. Those bits actually help to get a more thorough clean.

HEMPER - Ninja Rig 7"

Q: Can you smoke bud in the bowl or is it just for dabs?

A: This piece can be used for both flowers and concentrates using either a 14mm flower bowl or banger! 

Q: Does the Ninja Sword come with the rig?

A: It does not come with either the 7” or XL , the ninja dab tool will have to be purchased individually.

Q: Can the Pink formula cleaning powder be used on metal?

A: Yes, the Pink formula powder cleaner is safe for glass, quartz, ceramic, metal, silicone, and acrylic surfaces, Pink Powder ensures a thorough clean without harsh chemicals.

Q: How do you use the Cleaning Powder?

A: Just add hot water, a quick soak of 2-3 minutes does the trick, or let it sit for 10-15 minutes for tougher grime. Shake, rinse well, and enjoy pristine results.

Q: How much of the cleaning powder should I use?

A: Pour 1/2 to 1 teaspoon into your item, add hot water, and seal.

HEMPER - Trophy Recycler Rig 7"

Q: Why would I want a recycler as opposed to say a traditional bong piece??

A: That's a great question. Let me explain recyclers, they usually consist of two chambers attached by intake and drain tubes. The first chamber your smoke hits holds the primary percolator of your pipe. It functions to filter the smoke and pull both smoke and water into the second chamber via the intake. This second chamber usually has a conical shape, forcing the water to spin in a whirlpool fashion.

Recyclers are highly recommended when dabbing (:

HEMPER - 8mm Glass Filter Tip

Q: Does it go inside the joint/ blunt or on the outside??

A: The glass tip goes inside the mouthpiece area of the joint/blunt. It helps provide a smooth pull and smoke.

Q: Can this be used with cones? 

A: Absolutely, It provides a smooth smoke (:

Q: What devices can the attachment be used with?

A: The puffco peak attachments fits Puffco Peak and Puffco Peak Pro as an attachment.

Q: How do I add water to the attachment?

A:You may think it is a recycler or a double percolator piece because of the way it looks, it is not. Only the bottom percolator is meant to hold water. You should be able to fill it from the top of the attachment, and most of the water should travel down to the perc at the bottom. It only requires between 1/4 inch and 1/2 inch of water. If it is filled too much, the water can travel back down the tube on the inside of the percolator, causing flooding. During use, some water may come up the arms and into the flame area. That is ok, but the flame is not meant to percolate or act as a recycler

Q: What is a Smoke Fiends?

A: The Smoke Fiends is a personal smoke filter.

Q: What are the benefits of the smoke fiends?

A.Smoke Fiends reduces secondhand smoke and eliminates odor before it even starts.

Q: Is the Smoke Fiends filter reusable?

A: Yes, the smoke fiends has a reusable silicon body. Has Up to 300+ uses.

Q: Can you purchase extra filters for the smoke fiends?

A: Yes, you can purchase additional filters. We offer a single pack and 3 pack.

https://www.hemper.co/pages/search-results?q=smoke%20fiends%20personal%20air%20filter%20single%20replacement%20filter

During such uncertain times, we understand the importance of keeping our loyal customers informed as the situation develops and we will do our best to keep you up to date. In the meantime, we created COVID-19 FAQs to answer some similar but very valid questions that our customers were asking us.

CAN I PLACE AN ORDER?

Yes, HEMPER is still operating and shipping out orders. However, processing times are longer than usual due to our shipping carriers limitations, a sudden high influx of online orders, and the strict health protocols our warehouse employees must adhere to. We thank you in advance for your continued support and understanding during this national pandemic.

HAVE PROCESSING TIMES FOR STORE ORDERS CHANGED?

***1/27 UPDATE**

Yes, Shipping times depends on the shipping option you choose. We have First class (3-5 business days) or Priority mail (1-3 business days). Please note, shipping times are much different than fulfillment/processing times. Typically, it take us 3-7 business days to successfully pick the order from the warehouse, pack it, and have it shipped out to customers. On some occasions, the average fulfillment time could increase to 7-15 business days, and on very rare occasions, the average fulfillment time could increase to 15-20 business days. After the order has been successfully fulfilled, the package will then be waiting for pickup by USPS. After the package has left our warehouse and has been scanned into the USPS system, the shipping option of your choice will then take into effect.

As a result, we’re taking extra precautions to protect the health and safety of both you and our warehouse employees. That means online order shipments will take longer than usual due to the influx of orders being received and strict health protocols our limited warehouse staff must adhere to.

These are temporary measures that our company has decided to take to protect the health and wellness of our staff, customers and community. We will evaluate our operations on a week-by-week basis. We apologize for any inconvenience these changes may cause but we greatly appreciate your understanding

Thank you again for being so patient and understanding with us during these challenging times.

HAVE PROCESSING TIMES FOR SUBSCRIPTION ORDERS CHANGED?

As of right now, monthly subscription Hemper Boxes are currently still being processed and shipped out from our Las Vegas warehouse. Please note that monthly Hemper boxes get shipped in accordance with order date and usually, boxes typically get delivered within 10-15 business days from the order date. However, due to the current COVID-19 pandemic, deliveries can take up to 10-20 business days. These are temporary measures that our company has decided to take to protect the health and wellness of our staff, customers and community.

WHY HAVE PROCESSING TIMES CHANGED?

As COVID-19 has spread, we have seen a significant increase in people shopping online due to the closure of local smoke shops. As a result, we’re taking extra precautions to protect the health and safety of both you and our warehouse employees. That means online order shipments will take longer than usual due to the influx of orders being received and strict health protocols our limited warehouse staff must adhere to. In addition, every product that is picked for an order is being sanitized prior to being wrapped and packed. Likewise, the warehouse packing areas and surfaces are being cleaned and sanitized several times throughout the day.

WHAT IS THE STATUS OF MY ORDER/DELIVERY?

You can track your order and deliveries from here. Once your order has shipped, you’ll receive a shipping confirmation email with your tracking information included.

If you have your tracking number you can also check on google.

WHAT IS HEMPER'S WAREHOUSE HEALTH PROTOCOL?

• Stringent hand-washing for ALL employees.
• ALL employees are required to wear gloves and masks when packing orders.
• Sanitizing and cleaning packing areas and surfaces throughout the day
• ALL employees maintaining 6 feet social distancing from others when preparing orders

IS INTERNATIONAL SHIPPING BEING AFFECTED DUE TO COVID-19?

Yes, as of April 1st 2020, our shipping carriers will not be able to ship orders to the following regions listed below : 

• Cayman Islands
• Australia
• Chad
• Ecuador
• French Polynesia
• Honduras
• India
• Kuwait
• Libya
• Madagascar
• Maldives
• Mongolia
• New Caledonia
• Panama
• Peru
• Samoa
• Saudi Arabia
• South Africa
• Bolivia
• Sri Lanka
• Zimbabwe
• Angola
• Benin
• Bosnia and Herzegovina
• Cameroon
• Cook Islands
• Costa Rica
• Gambia
• Guatemala
• Kyrgyzstan
• Laos
• Lebanon
• Malawi
• Moldova
• Mozambique
• Papua New Guinea
• Paraguay
• Republic of the Congo
• Senegal
• Seychelles
• Solomon Islands
• Sudan
• Tajikistan
• Tanzania
• Timor-Leste
• Tonga
• Uganda
• Uruguay
• Vanuatu
• Venezuela
• Burundi
• Cuba
• Democratic Republic of the Congo
• Guinea Bissau
• Guyana
• Kenya
• Kiribati
• Lesotho
• Netherlands Antilles
• New Zealand
• New Guinea
• Republic of Congo
• Rwanda
• Hong Kong
• UAE
• Zambia
• Curcao
• Malawi
• Mauritius
• Nepal

IS IT SAFE TO RECEIVE ORDERS?

For guidance on Coronavirus (COVID-19), please refer to the World Health Organization website.

WHAT IS HEMPER?

Hemper is the premium subscription service for all smoking essentials, limited edition accessories and celebrity curated boxes. Each box is catered to your smoking lifestyle and sent directly to your door every month; all with complete discretion. Each Hemper Box contains the latest and finest quality smoking accessories, along with the essentials you know and love! Whether you prefer rolling or glass, we have an option for you!

We're also an online head-shop carrying a full line of bongs, bubblers, dab rigs, dab tools, grinders, rolling trays, vape pens and more! Check out our entire store here.

WHAT'S INSIDE A HEMPER SUBSCRIPTION BOX?

Order and find out! Part of our process is that every month our subscribers are surprised with a new glass piece, core smoking essentials, and a few surprise items they didn't know they needed. Items can range from cleaning supplies, smell-proof tech, rolling accessories, and more! However, you're always guaranteed:

Hemper Box: 8+ items (1 Premium Glass Bong/Rig + 7+ Essentials)

Hemper XL Box: 14 items (1 Premium XL Glass Bong + 13 Essentials)

Hemper Mini Box: 6 items (1 Premium Glass Pipe + 5 Essentials)

Still not sure? You can check out our past boxes here!

HOW OFTEN DO YOU RECEIVE A SUBSCRIPTION BOX?

You have the power to choose how often you want to receive your supplies, which is just another amazing feature that we offer you! You can choose to receive a Subscription Box every month, every two months, or every three months.

DOES HEMPER OFFER PRE-PAID SUBSCRIPTION PLANS?

Yes, we do! We offer 3 types of pre-paid subscription plans. All pre-paid subscription plans require that payment for all boxes and shipping costs be made up front, however; by signing up for a pre-paid subscription plan, you will receive either a 10%, 12%, or 15% discount on the price of the box.

WHAT SEPARATES HEMPER FROM ITS COMPETITORS?

We're setting the new standard for smoking accessory boxes. We hand curate 8+ items every month to pack in your Hemper Boxes, while consistently delivering $100+ dollars in value for $29.99. What makes us unique is our ability to turn a convenient service provider into a curated lifestyle brand. We work with the leading brands in the industry and have monthly collaborations with celebrities to keep things fresh!

TERMS OF SERVICE

By using, accessing, or purchasing from this website ("Site"), which is owned and operated by Hemper Co LLC (herein referred to as "HEMPER CO" or "HEMPER CO™"), you acknowledge that you have read, understood, and agree to the following Terms of Service ("Terms" or "Agreement"). If, at any time, you do not agree to these Terms, please do not use this Site. HEMPER CO™ reserves the right to revise these terms at any time by updating this posting. If we make material changes to the Agreement, we will notify you by email or through a message posted on the Services. You agree that such modified agreement will be effective thirty (30) days after our notice to you, except for changes that relate to new features or for legal reasons, which will become effective immediately. Your continued use of the Services after our provision of notice to you will constitute your affirmative acceptance to the modified Agreement. If you do not agree to, or cannot comply with, the Agreement as amended, you must stop using the Services, and may cancel your subscription at any time by following the cancellation instructions under your “Subscription Contract.” As a condition of your use of this Site, you agree that you are at least 18/21+ years of age (depending on state/country) and that you possess the authority to enter into a binding legal agreement. We grant you a personal, limited, non-transferable non-exclusive, license to access and use the Site via a browser. We reserve the right to revise the products and services available on the Site and to impose rules for and limits on the use of the Site or to restrict your access to part, or all, of the Site without notice. We reserve the right to revoke your access at any time for any reason, including as a result of a violation of these Terms, without notice.

By accessing or using any part of the site, you accept these Terms, without limitation or qualification. You may not use any portion of the site if you do not agree with all of the terms. Price information found on this site is subject to change without notice.

If you have any questions regarding the terms, please contact us at contact@hemper.co.

We grant you a personal, limited, non-transferable non-exclusive, license to access and use the site. We reserve the right, in our sole discretion and without notice to you, to revise the products and services available on the site and to change, suspend or discontinue any aspect of the site and we will not be liable to you or to any third party for doing so. We may also impose rules for and limits on use of the site or restrict your access to part, or all, of the site without notice or penalty. Your continued use of the site will constitute your acceptance of any such changes.

USE OF THE WEBSITE

We give you permission to access and use the site for your personal use, and to copy, distribute, and transmit the content of this site only to the extent that such copying, distribution, and transmission is automatically done through your browser software incidentally to using the Site for your personal use. No mechanized or other systematic process for harvesting information from this site for any purpose, including without limitation, any commercial purpose, is permitted. Any other use, including but not limited to the reproduction, distribution, display or transmission of the content of this Site is strictly prohibited, unless authorized in writing. You further agree not to change or delete any proprietary notices from materials downloaded from this site. You may print a copy of the information displayed on this site for your personal use. That means, that except as set forth above, you may not modify, reformat, copy, display, distribute, transmit, publish, license, create derivative works from, transfer or sell any information obtained by your use of this site. This restriction means, among other things, that you may not mirror on your own website any portion of this site or display through your own website any results pages or other information from this site without express written permission. For the avoidance of doubt, you acknowledge and agree that your access to and use of the site does not give you any right to use the name, likeness, image, signature, biographical information or any other rights of publicity or intellectual property of our celebrity spokespersons found on the site.

We reserve the right to change any information, features and functions of the site without prior notice. We may deny you access to all or part of the site without prior notice if you engage in any conduct or activities that we determine, in our sole discretion, violate this agreement, our rights or the rights of any third party.

You’ll be asked to create a customer login (email and password) to help with accessing your customer portal to manage your subscription and orders. Each time you use a password or identification, you will be deemed to be authorized to access and use the Site in a manner consistent with these Terms and HEMPERCO™ has no obligation to investigate the authorization or source of any such access or use of the Site.

You will be solely responsible for all access to and use of this site by anyone using the password and identification originally assigned to your whether or not such access to and use of this site is actually authorized by you, including without limitation, all communications and transmissions and all obligations (including without limitation financial obligations) incurred through such access or use.

You are solely responsible for protecting the security and confidentiality of the password and identification assigned to you. You shall immediately notify HEMPERCO™ of any unauthorized use of your password or identification or any other breach or threatened breach of this Site's security.

You may receive emails regarding your account or promotions for special offers, including third party offers.

You understand and agree that the following non-inclusive list of violations may result in HEMPER CO™ terminating or suspending your user account and/or your access to the Site and you agree not to engage in any of the following conduct anywhere on the Site: 

• Submit material that is subject to the intellectual property protections of a third party, including without limitation, any material otherwise subject to third party proprietary rights, including, without limitation, privacy and publicity rights, unless you have permission from the owner of such rights to post said material on the Site;
• Request, demand, or suggest payment for items posted on or to the Site;
• Use the website as a platform for promotional giveaways;
• Submit any user data that HEMPER CO™, in its sole discretion, advises to be false, inaccurate, misleading, disruptive, unlawful, harmful, threatening, abusive, harassing, defamatory, pornographic, vulgar, obscene, hateful, or racially or ethnically-motivated, or otherwise objectionable;
• Distribute viruses or any other technologies that may harm the Site or the interests or property of our users and partners;
• Harvest or otherwise collect information, including email addresses, about users or third parties whose information is made available on the site, without their consent;
• Use any robot, spider, scraper or other automated means to access the site for any purpose without our express written permission;
• Impersonate or misrepresent your affiliation with any person, including without limitation, a HEMPER CO™ official or representative, chat or message board leader, guide or host;
• Post or transmit any unsolicited advertising or promotional materials other than for items listed on this Site, or post or transmit any other forms of solicitation anywhere on the Site; or
• Intentionally or unintentionally violate any applicable local, state, national or international law, including without limitation, any regulations having the force of law while using or accessing the Site.

REGISTRATION AND MEMBERSHIP

Monthly subscription boxes for HEMPER CO™, build a box CORE subscriptions, and build a box PLUS subscriptions are shipped to your address at the address you provided. You may receive emails regarding your account or promotions for special offers, including third party offers. Please note that you may cancel at anytime BUT if you've already been billed for the current month, you'll still receive this month's order and your cancellation will be effective for the next billing cycle. You also have the option to change the frequency of shipments to every 2 months or every 3 months based on your preference! In addition, you can pause your subscription, which means your future orders will be skipped until you resume your subscription.

YOUR SUBSCRIPTION CONTRACT

BY PURCHASING ANY SUBSCRIPTION, YOU ACKNOWLEDGE THAT YOUR SUBSCRIPTION HAS AN INITIAL AND RECURRING PAYMENT FEATURE AND YOU ACCEPT RESPONSIBILITY FOR ALL RECURRING CHARGES PRIOR TO CANCELLATION. YOUR SUBSCRIPTION WILL BE AUTOMATICALLY STAY ACTIVE UNLESS IT IS CANCELED.TO CANCEL YOUR SUBSCRIPTION AT ANY TIME, YOU MUST DO ONE OF THE FOLLOWING AT LEAST 48 HOURS PRIOR TO YOUR NEXT SCHEDULED RENEWAL DATE TO AVOID CHARGE: LOGIN TO YOUR CUSTOMER PORTAL AT HEMPER.CO OR EMAIL SUPPORT ATCX@HEMPER.CO. ALL SUBSCRIPTIONS THAT ARE STARTED BETWEEN THE 16TH AND THE LAST DAY OF ANY GIVEN MONTH WILL AUTOMATICALLY HAVE THEIR RENEWAL DATE MOVED TO THE 15TH OF THE FOLLOWING SUBSCRIPTION PERIOD. IF YOU SUBSCRIBE OUTSIDE OF THESE PERIODS, YOUR RENEWAL DATE WILL BE YOUR INITIAL ORDER DATE. IF YOU CANCEL YOUR SUBSCRIPTION AFTER RECEIVING YOUR ORDER CONFIRMATION EMAIL, YOU’LL STILL RECEIVE THIS MONTH’S BOX AND YOUR CANCELLATION WILL BE EFFECTIVE FOR THE NEXT BILLING CYCLE.LIKEWISE, YOU WILL NOT BE ELIGIBLE FOR A PRORATED REFUND OF ANY PORTION OF THE SUBSCRIPTION FEE PAID FOR THE THE-CURRENT SUBSCRIPTION PERIOD. WE RESERVE THE RIGHT TO REVOKE YOUR SUBSCRIPTION AT ANY TIME. IF YOU AREN'T INTERESTED IN RECEIVING THAT MONTH'S BOX, AS AN ALTERNATIVE WE CAN SEND A STORE CREDIT GIFT CARD! PLEASE KEEP IN MIND THAT WE CAN ONLY CANCEL THE ORDER IF THE SHIPPING LABEL HAS NOT BEEN CREATED.

BILLING AND PAYMENTS

By starting your HEMPER subscription and providing or designating a payment method during signup, you authorize us to charge you on a recurring monthly/2-monthly/3-monthly (depending on your chosen subscription package) subscription fee at the current rate. We reserve the right to adjust pricing for our subscriptions in any manner and at any time as we may determine in our sole and absolute discretion. Except as otherwise expressly provided for in these Terms of Service, any price changes to your subscription will take effect following email notice to you.

As a Member, you agree to the following benefits and Terms:

You must provide us and keep us up to date with accurate contact and payment information, including name, shipping address, and credit or debit card number. We save your payment information for ease of future shipments and charges. All such personal information is subject to the Privacy Policy. You are responsible for any fees or charges your issuing bank or credit card provider may charge you. Any account changes made after receiving the order confirmation email will become ONLY EFFECTIVE for the following month, not the current month’s order.

In an effort to get orders to our awesome subscribers as soon as possible, we begin processing shipments prior to the signup cutoff. As a result, all address updates must be made within 48 hours prior to the subscription renewal date see ("Your Subscription Contract" above for renewal date information) to ensure they are correctly reflected on your shipment. Our shipping service does not include forwarding your mail to an updated address. Any forwarding fees incurred will not be reimbursed or credited to your subscription.

RETURNS

If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Distribution Center ( 4031 N Pecos Rd Suite 100, Las Vegas, NV 89115 ) in accordance with the following Return Policy:

• Items must be sent back within 7 days of the delivery date.
• Incorrect or Missing Items (Note: If such items are not reported within 2 days of delivery, we will not issue store credit. Please email cx@hemper.co for assistance.)
• Items must be free of stains, residue, deodorant, or wear/use
• Cleaning Supplies, Rolling Papers & Wraps are non-returnable.
• Hemper reserves the right to apply a 50% restocking fee.
• All returns are refunded via online store credit in the form of an Account Credit.
• Returns are processed within 5-7 business days after your item(s) are received at our Distribution Center.
• Hemper does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return. ( Unless it was an error on Hemper's part ) 
• Return drop-offs are not accepted at our Distribution Center or corporate office.

Additional notes: Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Hemper will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of a Hemper E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!

Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping (ONLY IF UNDER 1LB)  for convenience (you can find information on flat rate shipping via USPS.com or by clicking here). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.

RESERVED RIGHTS REGARDING RETURNS

Hemper reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of possible usage
• An irregular or excessive returns history used, damaged, or missing items; or,
• Potential fraudulent or criminal activity.

Similarly, Hemper reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above. Non-Hemper items sent to our Distribution Center will be discarded upon receipt.

RETURNED TO SENDER & REFUSED PACKAGES

This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Hemper does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

DAMAGED/BROKEN ITEMS

Upon delivery of your order, please thoroughly check the items you received. Since glass is fragile and a lot can happen on its way to you, we offer Route Insurance at minimal cost – just in case. Route Shipping Insurance is required for all replacement claims and the claim has to be issued within 48 hours of delivery. The insurance must be added to your cart prior to order completion. Once your order is insured, your order will be protected against loss, theft, and damage. Filing a claim with Route is easy! Follow the link provided in the confirmation email sent by support@routeapp.io. Blemishes to products will not be considered as part of a damaged item. All refunds and replacements will be at the discretion of customer support.

INCORRECT OR MISSING ITEMS

Upon delivery of your order, please thoroughly check the items you received. If there are items from your order that are incorrect or missing, we ask that you please provide us with pictures of the following within 48 hours of delivery:

1. The original packaging your items came in.
2. The packing slip that came inside your package.
3. The items that you received in your package.

To help expedite the process please include the photos in your initial email to cx@hemper.co.

SHIPPING POLICY

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

We will ship to PO Boxes via USPS. However, expedited shipping is not available to a PO Box. Other carrier options are available and we reserve the right to change carriers at any time.

PROCESSING TIME FOR SUBSCRIPTION BOXES

Monthly subscriptions boxes ship in accordance to order date and it can take a minimum of 7-10 business days, with a maximum of 15 business days to receive tracking information! Orders start shipping on the 15th of the month.

PROCESSING TIME FOR STORE ORDERS

All store orders are shipped in accordance to order date and it can take a minimum of 1-3 business days, with a maximum of 5 business days to receive tracking information!

SHIPPING TIMELINE FOR STORE ORDERS

The estimated timelines for processing, transit, and final delivery are included below for your reference. Please note that orders to US & International destinations may vary depending on the weight and type of mailing service selected. Store orders will get shipped accordingly depending on the mailing service you chose for your order.

SHIPPING TIMELINE FOR SUBSCRIPTION BOXES

The estimated timelines for processing, transit, and final delivery are included below for your reference. Please note that orders to US destinations can take a minimum of 1-3 business days, with a maximum of 5 business days from the date it is shipped out, not necessarily from the date that it is placed to get delivered.

International delivery varies based on the destination country and can take anywhere from 7-21 business days from the date it is shipped out to arrive.

TAXES

Your total price will include the price of the product plus any applicable sales tax; such state and local sales tax is based on the shipping address and the sales tax rate in effect at the time you purchase the product. We will charge tax only in states and other territories where the goods sold over the internet are taxable.

INTERNATIONAL USE

We control and operate the Site from the United States. We make no representation that materials on the site are appropriate or legal for use outside the United States. If you choose to access this Site from outside the United States, you do so at your own initiative and are responsible for compliance with local laws, if and to the extent that local laws are applicable. All pricing is in United State Dollars. Any subscriptions under an incorrect plan will be canceled and any applicable charges refunded without notice to the subscriber.

PRODUCT INFORMATION; LIMITATION AND QUANTITIES

Excluding any content which may be submitted by Members from time to time, we strive to ensure that the information on the Site is complete and reliable. Certain information may contain pricing errors, typographical errors and other errors or inaccuracies which we may correct without liability. We also reserve the right to limit quantities purchased by Members and to revise, suspend, or terminate an event or promotion at any time without notice (including after an order has been submitted and/or acknowledged). We do not guarantee that all products described on our Site will be available. For the sake of clarity, 

WE RESERVE THE RIGHT TO SUBSTITUTE ANY OUT OF STOCK PRODUCTS WITHIN AN ORDER WITH DIFFERENT COLORS OF THE ORIGINAL PRODUCT OR SWAP THE PRODUCT WITH A SIMILAR ITEM. WE ALSO RESERVE THE RIGHT TO SUBSTITUTE ANY PRODUCT (S) INCLUDED IN MONTHLY SUBSCRIPTION BOXES OR PAST BOXES WITH A SIMILAR PRODUCT OF VALUE. THESE DECISIONS ARE MADE TO ONLY HELP EXPEDITE THE ORDER TO PROCESS AND SHIP TO AVOID DELAYS.

TRADEMARKS

All trademarks, service marks, and trade names of HEMPERCO™ on the Site are trademarks or registered trademarks of HEMPERCO™, or of their respective owners.

COPYRIGHT

The technology underlying, and the entire content included in the Site, including but not limited to text, graphics or code is copyrighted as a collective work under the United States and other copyright laws, and is the property of HEMPERCO™ and is protected by copyright and other intellectual property or proprietary rights. The collective work includes works that are licensed to HEMPER™. We do not investigate to determine if such works are accurate nor can we provide assurance that all such works are free of typographical errors. We cannot guarantee the information displayed on this Site to be 100% accurate.

SMS DISCLAIMER

If you elect to receive marketing or promotional offer text messages, you consent to receive recurring SMS text messages from us (each, a “Text Message”) sent through an automatic telephone dialing system. This service is optional and is not a condition of purchase. You can opt out of receiving any further Text Messages from us at any time by replying “STOP” to any Text Message you receive from us.  For help, reply “HELP” to any Text Message you receive from us.

In addition to any fee of which you are notified, your mobile provider’s standard message and data rates may apply to our confirmation Text Message and all subsequent Text Message correspondence according to your individual rate plan provided by your wireless carrier.  Please consult your mobile service carrier’s pricing plan to determine the charges for browsing data and sending and receiving Text Messages. Under no circumstances will we or our affiliates be responsible for any SMS messaging or wireless charges incurred by you or by a person that has access to your wireless device or telephone number. If your carrier does not permit SMS messages, you may not receive the Text Messages.

We will not be liable for any delays in the receipt of any Text Messages, as delivery is subject to effective transmission from your network operator.  Text Message services are provided on an “AS IS” basis. Data obtained from you in connection with any Text Message services may include your cell phone number, your provider’s name and the date, time and content of your text messages. We may use this information in accordance with our Privacy Policy to contact you and to provide the services you request from us.  For more information on how we use telephone numbers, please read our Privacy Policy.

If you change or deactivate the phone number you provided, you have an affirmative obligation to update your account information and the phone number(s) attached to your account to prevent us from inadvertently communicating with anyone who acquires any phone number(s) previously attributed to you, and any new phone number(s) you attach to your account may receive our standard marketing Text Messages unless you also unsubscribe via the above procedures.

WHAT INFORMATION DO WE COLLECT?

We collect information from you when you register on our site, place an order, subscribe to our newsletter, respond to a survey or fill out a form. When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.

WHAT DO WE USE YOUR INFORMATION FOR?

Any of the information we collect from you may be used in one of the following ways:

• To personalize your experience. Your information helps us to better respond to your individual needs.
• To improve our website. We continually strive to improve our website offerings based on the information and feedback we receive from you.
• To improve customer service. Your information helps us to more effectively respond to your customer service requests and support needs.
• To process transactions.
• Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
• To administer a contest, promotion, survey or other site features.
• To send periodic emails.
• The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.

Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

You may elect to receive text messages from us. When you sign up to receive text messages, we will send you information about promotional offers and more. To the extent you voluntarily opt to have SMS notifications sent directly to your mobile phone, we receive and store the information you provide, including your telephone number or when you read a text message. You may opt out of receiving text messages at any time by texting “STOP” to our text messages. For more information about text messages, see our Terms and Conditions.  

DO WE DISCLOSE ANY INFORMATION TO OUTSIDE PARTIES?

We DO NOT sell, trade, or otherwise transfer to outside parties, a customer's personal identifiable information.

We may use third party advertising companies to collect data and/or serve ads when you visit our website or application. These companies may use information about your visits to this and other websites or applications in order to provide advertisements about goods and services of interest to you. Please keep in mind that your browser settings may not permit you to control the technologies utilized by these third party companies. If you would like more information about this practice and to know your choices about not having this information used by these companies, visit http://www.networkadvertising.org/choices/. 

To ensure that your order is processed and shipped in a timely manner from our Las Vegas warehouse, please make sure that your shipping address is entered FULLY and CORRECTLY. Please include all relevant and/or required information. In addition, the use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring timely delivery.

WE DO NOT TAKE RESPONSIBILITY FOR LOST, MISPLACED, OR INCORRECTLY DELIVERED SHIPMENTS IF THE SHIPPING ADDRESS INFORMATION PROVIDED IS INCORRECT OR INCORRECTLY ENTERED AT THE TIME OF PURCHASE. (If your order was lost or returned due to the incorrect address on your (The customer's) part, we require you to pay shipping to get it reshipped out) 

After you place your order, an order confirmation is sent to your email address. Please review the order confirmation carefully and make sure your shipping information is correct. If you notice an error in your shipping address, please email cx@hemper.co right away!

If our warehouse management team cannot ship the order due to an invalid shipping address, then the order will be extremely delayed, and in some cases, the order will be cancelled and Store credit will be applied. We apologize in advance for any inconvenience but this issue is out of our control.

ARE SUBSCRIPTION BOXES SHIPPED DISCREETLY?

Yes, all of our boxes are shipped discreetly in a solid white-unmarked poly mailer bag - this helps maintain your privacy to the up-most extent. We ship under our fulfillment company, BRH Fulfillment, to maintain discreet shipping. Nowhere on the physical packaging itself (including the return address) is there anything HEMPER related!

HOW MUCH DOES SHIPPING COST FOR SUBSCRIPTION BOXES?

$7.99 for US customers and $20 for non-US/Canada.

WHERE DO YOU SHIP TO?

We ship to all 50 states, Canada & Worldwide. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from hemper.co, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

(Covid Shipping Updates )

Yes, Shipping times depends on the shipping option you choose. We have First class (3-5 business days). Please note, shipping times are much different than fulfillment/processing times. Typically, it take us 3-7 business days to successfully pick the order from the warehouse, pack it, and have it shipped out to customers. On some occasions, the average fulfillment time could increase to 7-15 business days, and on very rare occasions, the average fulfillment time could increase to 15-20 business days. After the order has been successfully fulfilled, the package will then be waiting for pickup by USPS. After the package has left our warehouse and has been scanned into the USPS system, the shipping option of your choice will then take into effect.

As a result, we’re taking extra precautions to protect the health and safety of both you and our warehouse employees. That means online order shipments will take longer than usual due to the influx of orders being received and strict health protocols our limited warehouse staff must adhere to.

These are temporary measures that our company has decided to take to protect the health and wellness of our staff, customers and community. We will evaluate our operations on a week-by-week basis. We apologize for any inconvenience these changes may cause but we greatly appreciate your understanding

Thank you again for being so patient and understanding with us during these challenging times.

WHAT HAPPENS IF MY SUBSCRIPTION BOX GETS RETURNED TO SENDER?

Returned to sender subscription box orders are subject to a reshipment fee reflecting the actual cost for us to ship the order from our Nevada facility. Please email contact@hemper.co so a customer support team member can email an invoice to the email address associated with the order. Once the invoice is paid, we’ll reship the box! If you decide to not reship the box, please let us know and we'll issue store credit in the form of an E-Gift Card minus the initial shipping charge.

HOW DO I UPDATE MY SHIPPING ADDRESS?

You can easily update your shipping address by logging into your subscription portal - please login to your subscription portal by clicking here. Here are the steps to update the shipping address once:

1. Click on “Manage Your Subscription”
2. Click on “View Details”
3. Click on “Address and Shipping Information”
4. Click on “Edit” in the shipping address box

HOW DO I UPDATE MY BILLING ADDRESS?

You can easily update your billing address by logging into your subscription portal - please login to your subscription portal by clicking here. Here are the steps to update the billing address once:

1. Click on “manage your subscription”
2. Click on “view details”
3. Click on “payment information”
4. Click on “edit” on the corner right
5. Click on “edit card”
6. Click on “save changes”

CAN I CHANGE THE BILLING DATE ON MY HEMPER SUBSCRIPTION?

Yes, you can easily update your billing date by logging into your subscription portal - please login to your subscription portal by clicking here. Here are the steps to update the billing date:

1. Click on “manage your subscription”
2. Click on “change date”
3. Click on a date from the calendar drop down
4. Click on the green “save changes”

WHAT HAPPENS IF I’M NOT INTERESTED IN THIS MONTH’S BOX, CAN I SKIP THE BOX?

Yes, you can easily skip a box if not interested by logging in to your subscription portal by clicking here. Here are the steps to manage your subscription:

1. Click on “manage your subscription”
2. Click on “manage upcoming orders”
3. From here, you can skip upcoming boxes

I NO LONGER WANT TO RECEIVE RECURRING ORDERS, HOW DO I DEACTIVATE MY SUBSCRIPTION?

We are sad to hear that you want to cancel your subscription plan, but we understand that life happens and we'd be happy to welcome you back if you decide to return.

Ultimately, if you decide that you would like to continue with your cancellation, please follow the steps listed below:

1. Login to your Hemper Customer Account
2. Click on "Manage Your Subscription"
3. A list of every active subscription plan will appear. Click on "View Details" for the subscription plan you wish to deactivate.
4. Click "Cancel My Subscription", That's it!

DOES MY SUBSCRIPTION PLAN AUTO-RENEW?

Yes, all month-to-month orders will renew automatically depending on which frequency plan was selected during sign up. We have 3 frequencies: monthly, every 2 months, and every 3 months. Depending on the frequency and payment plan you chose, YOU WILL get billed from the initial order date!

Your plan frequency can be changed in your subscription portal. This allows you to pick how often you receive the box if you find you don’t need the box every month. You can choose to receive your box monthly, every other month, every third month, etc.

You can easily manage your subscription from your personal account - please login to your customer portal by clicking here. 

Please note that you may cancel at anytime BUT if you've already been billed for the current month, you'll still receive this month's box and your cancellation will be effective for the next billing cycle.

Monthly subscription Cut-offs are the last day of each month. Orders placed after the 30/31st of each month are for the following billing period.

CAN I PURCHASE A HEMPER BOX WITHOUT SIGNING UP FOR A SUBSCRIPTION PLAN?

No, but If you are only interested in receiving the current month's box, all you have to do is cancel the subscription plan before the next billing date to avoid any unexpected charges.

All month-to-month orders will renew automatically depending on the reoccurring subscription plan you chose during sign up.

You can easily manage your subscription from your personal account - please login to your subscription portal by clicking here. 

HOW DO I MANAGE MY SUBSCRIPTION PLAN?

You can easily manage your reoccurring subscription from your Hemper Subscription Portal - please login to your subscription portal by clicking here. Here are the steps to manage your subscription:

1. Log into your Hemper Customer Account.
2. Click on “manage your subscription”
3. Click on "View Details" for the subscription you wish to manage. All of your active subscriptions will appear on this window.
4. From here, you can edit your shipping/billing information, change your order date, and so much more!

REGISTRATION AND MEMBERSHIP

Subscription boxes for HEMPER CO™ are shipped to your address at the address you provided. You may receive emails regarding your account or promotions for special offers, including third party offers. Please note that you may cancel at any time BUT if you've already been billed for the current month, you'll still receive this month's order and your cancellation will be effective for the next billing cycle. You also have the option to change the frequency of shipments to every 2 months or every 3 months based on your preference! In addition, you can skip individual orders, which means your future orders will be skipped until you resume your subscription.

YOUR SUBSCRIPTION CONTRACT

BY PURCHASING ANY SUBSCRIPTION, YOU ACKNOWLEDGE THAT YOUR SUBSCRIPTION HAS AN INITIAL AND RECURRING PAYMENT FEATURE AND YOU ACCEPT RESPONSIBILITY FOR ALL RECURRING CHARGES PRIOR TO CANCELLATION. YOUR SUBSCRIPTION WILL AUTOMATICALLY STAY ACTIVE UNLESS IT IS CANCELED. TO CANCEL YOUR SUBSCRIPTION AT ANY TIME, YOU MUST DO ONE OF THE FOLLOWING AT LEAST 48 HOURS PRIOR TO YOUR NEXT SCHEDULED RENEWAL DATE TO A AVOID CHARGE: (1) LOGIN TO YOUR CUSTOMER PORTAL AT HEMPER.CO OR (2) EMAIL SUPPORT AT CX@HEMPER.CO. ALL SUBSCRIPTIONS THAT ARE STARTED BETWEEN THE 16TH AND THE LAST DAY OF ANY GIVEN MONTH WILL AUTOMATICALLY HAVE THEIR RENEWAL DATE MOVED TO THE 15TH OF THE FOLLOWING SUBSCRIPTION PERIOD. IF YOU SUBSCRIBE OUTSIDE OF THESE PERIODS, YOUR RENEWAL DATE WILL BE THE SAME DAY AS YOUR INITIAL ORDER DATE. IF YOU CANCEL YOUR SUBSCRIPTION AFTER RECEIVING YOUR ORDER CONFIRMATION EMAIL, YOU’LL STILL RECEIVE THE CURRENT MONTH’S BOX AND YOUR CANCELLATION WILL BE EFFECTIVE FOR THE NEXT BILLING CYCLE. LIKEWISE, YOU WILL NOT BE ELIGIBLE FOR A PRORATED REFUND OF ANY PORTION OF THE SUBSCRIPTION FEE PAID FOR THE THE-CURRENT SUBSCRIPTION PERIOD. WE RESERVE THE RIGHT TO REVOKE YOUR SUBSCRIPTION AT ANY TIME.

BILLING AND PAYMENTS

By starting your HEMPER subscription and providing or designating a payment method during signup, you authorize us to charge you on a recurring monthly/2-monthly/3-monthly (depending on your chosen subscription package) subscription fee at the current rate. We reserve the right to adjust pricing for our subscriptions in any manner and at any time as we may determine in our sole and absolute discretion. Except as otherwise expressly provided for in these Terms of Service, any price changes to your subscription will take effect following email notice to you.

As a Member, you agree to the following benefits and Terms:

You must provide us and keep us up to date with accurate contact and payment information, including name, shipping address, and credit or debit card number. We save your payment information for ease of future shipments and charges. All such personal information is subject to the Privacy Policy. You are responsible for any fees or charges your issuing bank or credit card provider may charge you. Any account changes made after receiving the order confirmation email will become ONLY EFFECTIVE for the following month, not the current month’s order.

In an effort to get orders to our awesome subscribers as soon as possible, we begin processing shipments prior to the signup cutoff. As a result, all address updates must be made within 48 hours prior to the subscription renewal date (see "Your Subscription Contract" above for renewal date information) to ensure they are correctly reflected on your shipment. Our shipping service does not include forwarding your mail to an updated address. Any forwarding fees incurred will not be reimbursed or credited to your subscription.

WHY CAN'T I LOGIN TO MY HEMPER CUSTOMER ACCOUNT?

You haven't been able to login since the account wasn't activated initially during sign up or the email address provided was typed incorrectly. Please email cx@hemper.co, so a representative can resend the activation link to the email address on file.

The link provided in the email will direct you to a page that will allow you to create a password for your Hemper account.

Once activated, you'll be able to manage and edit your account details! (:

WHERE CAN I VIEW MY ORDER HISTORY?

By creating your Hemper customer account, you will have convenient access to your entire Hemper order history. Every order that was created on Hemper.co will be logged in your customer account for future references. Order history is easily visible on the main customer account page.

UNFULFILLED VS. FULFILLED...WHAT DOES THAT MEAN?

You just placed an order and you see that your order is “unfulfilled”. This means that your payment has been cleared and accepted but your order is still being processed by our team at the warehouse. Once shipped, the status will change to fulfilled and you will receive an email with the tracking information for your order :)

HOW DO I CHANGE MY PRIMARY (DEFAULT) SHIPPING ADDRESS?

Changing your primary shipping address can be done following these simple steps:

1. Log in to your Hemper Customer account.
2. Click on "View Addresses". This link is just under your primary address.
3. Click on "Edit" to make changes to your default shipping address
4. Click on "Delete" to permanently delete the shipping address from your account.

I HAVE HEMPER STORE CREDIT AVAILABLE, HOW DO I VIEW MY STORE CREDIT BALANCE?

Whether you were given store credit by one of our support members or were gifted a gift card, you can check your store credit balance within your Hemper Customer Account. Just follow these few steps:

1. Log in to your Hemper Customer account.
2. Click on "Store Credit ". The link is just below the "View Address" link.
3. Your current balance, along with your Loyalty card number, will appear in a pop up window. Click on "Add store credit"

To ensure that your order is processed and shipped in a timely manner from our Las Vegas warehouse, please make sure that your shipping address is entered FULLY and CORRECTLY. Please include all relevant and/or required information. In addition, the use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring timely delivery. WE DO NOT TAKE RESPONSIBILITY FOR LOST, MISPLACED, OR INCORRECTLY DELIVERED SHIPMENTS IF THE SHIPPING ADDRESS INFORMATION PROVIDED IS INCORRECT OR INCORRECTLY ENTERED AT THE TIME OF PURCHASE.

HOW CAN I TRACK MY ORDER?

Once your order is shipped, you’ll receive an automatic shipping email as well with a tracking number. You can track your order and deliveries by clicking here.

The email with the tracking number may end up in your spam folder, to prevent this from happening please add contact@hemper.co to your address book.

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE IF I DIDN'T ORDER A SUBSCRIPTION BOX?

Normally all store orders are shipped in accordance to order date and it can take a minimum of 5-7 business days, with a maximum of 5 business days for the order to ship and for you to receive a tracking email.

Generally speaking, our store orders arrive at their destinations within 5-7 business days of your initial order date, but processing and delivery times can vary.

**DURING THE HOLIDAY SEASONS SHIPPING DELAYS WILL BE EXPECTED. SHIPPING AND ORIGINAL DELIVERY TIMES MAY BE DELAYED WITHOUT AN EXPECTED ARRIVAL AND PROCESSING DATE. SHIPPING TIMES ARE NOT GUARANTEED DURING THE HOLIDAY SEASON, BUT PLEASE BE REST ASSURED YOUR PACKAGE WILL BE SHIPPED AND DELIVERED**

ARE STORE ORDERS SHIPPED DISCREETLY?

Yes, ALL orders are shipped discreetly in a white-unmarked poly mailer bag, or a plain brown box, to help maintain your privacy to the up-most extent. We ship under our fulfillment company, BRH Fulfillment, to maintain our discreet shipping. Nowhere on the physical packaging itself (including the return address) is there anything HEMPER related!

WHAT'S THE DIFFERENCE BETWEEN USPS FIRST CLASS MAIL AND PRIORITY MAIL SERVICES?

USPS First Class Mail is a set cost of $4.50 and USPS Priority Mail starts off at $7.50. Depending on the weight of the order, the price of shipping will ONLY increase. USPS priority mail is also required for any orders above 1lb. Customers have the option to either send their order via first class or priority mail when the order is less than  1lb. 

USPS Priority Mail (1-3 business days) and First-Class Mail (3-5 business days) are calculated from the following day your order ships, not from purchase date. For example, if your order was received by USPS on Monday, Tuesday is the first business day "in transit". Weekends are not business days. There may be delays for both mail services, this is out of our control as it is USPS who handles shipping and delivery. ( Be mindful that fulfilling times and shipping times are different )

I ENTERED THE WRONG SHIPPING ADDRESS ON MY ORDER, CAN I CHANGE IT?

If your order has not been shipped (the order status says “unfulfilled”) please send an email immediately to cx@hemper.co, we will do our best to get to the order before it ships but we cannot guarantee it.

If your order is "Delivered and not Received", you have 7 days from the delivered date to reach out to CX@hemper.co. We then will decide if shipping will need to be paid for a replacement.  

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

WHERE DO YOU SHIP?

We ship to all 50 states, Canada & Worldwide ( We do not ship to the following at the moment: 

• Cayman Islands
• Australia
• Chad
• Ecuador
• Denmark
• French Polynesia
• Honduras
• India
• Kuwait
• Libya
• Madagascar
• Maldives
• Mongolia
• New Caledonia
• Panama
• Peru
• Samoa
• Saudi Arabia
• South Africa
• Bolivia
• Sri Lanka
• Zimbabwe
• Angola
• Benin
• Bosnia and Herzegovina
• Cameroon
• Cook Islands
• Costa Rica
• Gambia
• Guatemala
• Kyrgyzstan
• Laos
• Lebanon
• Malawi
• Moldova
• Mozambique
• Papua New Guinea
• Paraguay
• Republic of the Congo
• Senegal
• Seychelles
• Solomon Islands
• Sudan
• Tajikistan
• Tanzania
• Timor-Leste
• Tonga
• Uganda
• Uruguay
• Vanuatu
• Venezuela
• Burundi
• Cuba
• Democratic Republic of the Congo
• Guinea Bissau
• Guyana
• Kenya
• Kiribati
• Lesotho
• Netherlands Antilles
• New Zealand
• New Guinea
• Republic of Congo
• Rwanda
• Hong Kong
• UAE
• Zambia
• Curcao
• Malawi
• Mauritius
• Nepal
• 
  
•    You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from hemper.co, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

I'M NO LONGER INTERESTED IN RECEIVING MY STORE ORDER, CAN I REQUEST TO CANCEL THE ORDER?

Yes, we can attempt to cancel the unfulfilled store order if an email request is sent to cx@hemper.co and as long as the order has NOT BEEN fulfilled yet by our shipping department. 

( If you choose to change your mind after ordering an item you have 24 hours to cancel the order. Any thing after is at risk to be shipped. ) 

I JUST RECEIVED A RECURRING CHARGE FROM MY SUBSCRIPTION PLAN AND I NO LONGER WANT TO RECEIVE SUBSCRIPTION BOXES, CAN I REQUEST TO CANCEL THE ORDER?

As mentioned in your Subscription Contract, all subscription orders will renew automatically depending on which frequency plan was selected during sign up. You may cancel at any time BUT if you've already been billed for the current month, you'll still receive this month's box and your cancellation will be effective for the next billing cycle. (Customer will need to log on to their account to cancel)

WHAT IS HEMPER'S REFUND POLICY?

Refunds are issued to the original form of payment used on the store order in the event that a cancellation request is sent within 24 hours of the order date to cx@hemper.co.

For Out of Stock items: we issue refunds to the original form of payment used if any items on the order sell out and we are unable to replenish in a timely manner.

For Returns/Exchanges: we issue refunds in the form of (STORE CREDIT) to be used on future purchases. Store Credit never expire and can be treated just like cash on our online store!

For Subscription Cancellations: Please review your SUBSCRIPTION CONTRACT for refund details on subscription cancellations.

Hemper reserves the right to make any exception to this policy in the following situations, but are not limited to:

• Out of Stock Items
• Cancellation Request received within 24 hours of Order Date
• Duplicate Orders

If you have any additional questions, then please contact cx@hemper.co.

I JUST RECEIVED MY ORDER AND I'M NO LONGER INTERESTED IN USING THESE PRODUCTS; CAN I RETURN IT?

If you are unhappy with your purchase or would like to return your items, please send your UNUSED item(s) back to our Las Vegas Distribution Center (4031 N Pecos Rd Suite 100, Las Vegas, NV 89115) within 48 hours of delivery. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid. Once your return is fully processed, we will issue you store credit for use on a future purchase. Store Credit never expire, and are redeemable right away!

WHAT HAPPENS IF MY ORDER GETS RETURNED TO SENDER?

Returned to sender or refused orders will be restocked and you will be issued store credit in the form of Store credit minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our returns department. Instead, please use the Store Credit to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.

WHAT IS PROTECT+ SHIPPING INSURANCE?

We know how frustrating it can be if your long-awaited order is lost in transit, arrives broken or maybe even is stolen from your porch if left by a negligent delivery service. Therefore, we are offering PROTECT+ SHIPPING INSURANCE to protect your package during transit. If in any case your order is lost in transit, stolen or arrives damaged, or even delivered not received you can file a claim at claims.protectplus.io  to resolve your issue and request a reshipment free of charge or a full refund. You have 15 days after delivery to file a claim.

I JUST RECEIVED MY ORDER AND THE GLASS PIECE ARRIVED BROKEN; HOW DO I RECEIVE A REPLACEMENT SINCE I PURCHASED PROTECT+ SHIPPING INSURANCE?

Since glass is fragile and a lot can happen on its way to you, we offer Protect+ Shipping Insurance at minimal cost – just in case. If your order is lost in transit, has been damaged or you want it to be reported stolen or even delivered not received, please file a claim at claims.protectplus.io to resolve your issue and request a reshipment free of charge or a full refund.

Protect+ Insurance is required for all replacement claims. The insurance must be added to your cart prior to order completion. Once your order is insured, your order will be protected against loss, theft, and damage. 

WHAT IS COVERED UNDER PROTECT+ SHIPPING INSURANCE?

With adding Protect+ Shipping Insurance to your cart, your order will be protected against loss, theft, and damages. However, Protect+ shipping insurance DOES NOT COVER the following :

• Using the product for a few days and then accidentally damaging or breaking the product.
• The order being shipped to an incorrect address.
• Receiving an incorrect item or missing items.
• Receiving a defective product.

WHAT HAPPENS IF I RECEIVE AN INCORRECT ITEM THAN I ORIGINALLY ORDERED?

If you have received an incorrect item we ask that you please email us at help@hemper.co with pictures and/or videos of the following:

• The original packaging your items came in. 
• The packing slip that came inside your package. 
• The items that you received in your package.

Once we are provided with the information above your claim can be submitted and assessed by the claims department.

• We at Hemper are willing to ship out your correct items but, will need to see the incorrect item coming back to our location. Once we get confirmation we are able to ship out your correct item.

I AM MISSING ITEMS FROM MY ORDER; HOW DO I RECEIVE THEM?

If you are missing items from your order we ask that you please email us at missing@hemper.co with pictures and/or videos of the following:

1. The original packaging your items came in. 
2. The packing slip that came inside your package. 
3. The items that you received in your package. 

Once we are provided with the information above your claim can be submitted and assessed by the claims department.

Delivered Not Received 

If tracking shows delivered and not received and the address we had it going to is correct, we will need the shipping paid to reship your order. ( You must reach out to Contact@hemper.co within 48 hours of delivery ) 

If you received damaged item(s), then Protect+ Insurance is required for a replacement. Submitting your claim with Protect+ is easy! All you have to do is file a claim through the confirmation emails that were sent to you from claims@protectplus.io , and from there, Protect+ will handle the rest. (Unless it is a reoccurring order TBD) File claim at claims.protectplus.io - Customers have 15 days from the delivered date to inset claim. 

If you do receive a broken item and do not have Protect+ you have 48hrs to reach out (Contact@hemper.co) and we are to issue Store Credit in the amount of the broken item. When you reach out you must have pictures of the broken/damaged item(s).

WHAT PAYMENT METHODS CAN I USE TO MAKE AN ORDER?

Visa, MasterCard, American Express, Discover, Diners Club, and JCB are our ONLY accepted payment methods. IMPORTANT: WE DO NOT ACCEPT CASH ORDERS AS WELL AS BANK TRANSFERS. WE DO NOT ACCEPT PAYPAL. 

“HEMPER' will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience/confusion this may cause.

ARE THERE ANY FOREIGN TRANSACTION FEES?

If you notice that additional fees have been charged after your order is charged, the fees weren't charged by Hemper.co. The extra charge was charged by the banking company as a foreign transaction fee are by your bank for handling the international purchase.

IS OUR PAYMENT PROCESSING SOFTWARE SECURE WHEN CREATING AN ORDER?

We understand your concerns about the security of your personal and credit card information on the Web, which is why use SSL protection and encrypted data storage of your personal and order info.

AUTHORIZED.NET and SHOPIFY protects you and your credit card information every time you shop at www.hemper.co you are shopping on a secure server that encrypts all of your personal information, including name, address, phone number and credit card number.

AUTHORIZED.NET and SHOPIFY uses PCI Level 1 compliance which is the highest standard available and certifies that we handle sensitive data accordingly.

WHAT IS STORE CREDIT?

A store credit is essentially an E-gift card which can be used towards placing future store orders. When a customer support representative issues an E-gift card, you will receive an email from " contact@hemper.co via mail.rise-ai.com". In the bottom of the email, you will find your custom gift card code.

HOW CAN I USE MY STORE CREDIT?

1. Go about your shopping as normal. After you have added all the chosen items to your shopping cart and are ready to finalize the purchase proceed to checkout.
2. On the checkout page you will see a small box on the right saying, “gift card code”. To use the gift card on our site, enter the gift card number in the gift card code box during checkout. Add the code and click “Apply”. Then choose the payment method for the remaining costs.

HOW CAN I APPLY A DISCOUNT CODE?

If you have a discount code that you would like to apply when placing your order, please follow these steps:

1. When on the checkout page, you will see a discount code box on the right of the page. Please enter your discount code in this box before proceeding to checkout. In order for the discount code to apply, an email address needs to be entered. Once entered, please click on the 'apply' button.
2. Once you click on the 'apply' button, your shopping cart will immediately update and show the discount that was applied underneath the subtotal for your order. Some discount codes may be temporarily deactivated during a store wide sale.

How do the Tiers promotion work. 

You have to spend up to 50,100, 150 to get Tier 1, Tier 2 or Tier 3. 

Each Tier more items are added to the last. 

(You do not get everything you see in all the pictures multiple times) If you spend 150 or more you get everything you see in Tier 3. 

The "Dab Days of Summer Sale" is valid for purchases made between 7/5/23 through 7/11/23 and excludes the current subscription box and Theme Boxes. To qualify for the Tier 1 bundle, you must spend a minimum of $50. The Tier 1 bundle includes Hemper Tech Freshwipes, Quartz Banger 14mm Male Joint, Hemper Tech Snapcap Alcohol Swabs, Hempwick, and the Hemper Tech Cotton Buds 200ct.
To qualify for the Tier 2 bundle, you must spend a minimum of $100. The Tier 2 bundle includes everything in Tier 1 plus Hemper Tech Cleaning Plugs + Caps, Bubble Swirl Dab Tool & Carb Cap, and a Goody Glass Large Silicone Dab Mat. To qualify for the Tier 3 bundle, you must spend a minimum of $150. The Tier 3 bundle includes everything in Tiers 1 and 2, plus the Hemper Isoplex and the Hemper Vapor Station.

The minimum spending requirement excludes taxes and shipping fees.

These offers are subject to change or cancellation at any time without notice. Additional restrictions may apply. By participating in this promotion, you agree to these terms and conditions.
The 30% off sale with code "DABDAYS" is valid only on items within the Dab Rigs & Accessories Collection. To redeem this offer, enter the promo code "DABDAYS" at checkout.

This offer is valid for purchases made between 7/5/23 through 7/11/23. The discount will be applied to the merchandise subtotal, excluding taxes and shipping fees.This offer cannot be combined with any other discount codes.This offer is not valid on previous purchases, gift cards, or subscriptions. These offers are subject to change or cancellation at any time without notice. 

Additional restrictions may apply. By participating in this promotion, you agree to these terms and conditions.

What Is Hemper's Tiers Savings Sale?

Hemper.co is excited to offer our exclusive "Tiers Savings" sale during the month of April. Please read the following terms carefully to ensure your purchases qualify.

Qualified Brands: Only items from the following brands are eligible for tier savings:

• Hemper
• Hemper Tech
• Goody Glass
• Smoke Fiends

Non-Qualified Items: While products from other brands on Hemper.co will be discounted during the month of April, they do not qualify for tier savings.

Tier Requirements:

• Tier 1: Total cart value must be $60+ of items from the above eligible brands, and receive a mystery box of smoking essentials valued at $60+. 
• Tier 2: Total cart value must be $100+ of items from the above eligible brands, and receive a mystery box of smoking essentials valued at $100+.
• Tier 3: Total cart value must be $150+ of items from the above eligible brands, and receive a mystery box of smoking essentials valued at $150+.

Additional Discounts and Sales: Hemper.co will feature site wide discounts and sales throughout April to celebrate 4/20. However, only qualifying purchases will have tiers applied to their orders.

Please note that this promotion is valid only for purchases made during April 2025. If you have any questions or need clarification, contact our customer service team at cx@hemper.co. Happy shopping!

How Do I Receive "BOGO" Discounts On The Hemper Website?

To receive BOGO discounts like our "buy one, get one-half off" discount on select products, customers must add two eligible items to their cart, as the discount will be applied automatically at checkout.

I received a groupon voucher, how do I use it on the site?

If you have a groupon voucher code that you would like to apply when placing your order on our site, please follow these steps below:

1. When on the checkout page, you will see a discount code box on the right of the page. Please enter your voucher code in this box before proceeding to checkout. In order for the discount code to apply, an email address needs to be entered. Once entered, please click on the 'apply' button.
2. Once you click on the 'apply' button, your shopping cart will immediately update and show the discount that was applied underneath the subtotal for your order. Some discount codes may be temporarily deactivated during a store wide sale.

I forgot to apply my groupon voucher to my order, can I still receive the deal being offered on groupon?

Yes, we totally understand that sometimes accidents can occur. Please email help@hemper.co and make sure the subject line says "GROUPON VOUCHER".

Where does a customer redeem their rewards?
In the discount code section at the checkout page.

Can I use my reward code immediately?
While we generate the coupon immediately, it might take up to 30 minutes for your code to be active for checkout.

Where’s the Loyalty and rewards main page if there are any questions?
https://www.hemper.co/pages/rewards

What happens to my points when I return items?

All points earned from the item, including points, from the original purchase will be deducted from your account when merchandise is returned.

Can I have unused rewards coupons available?

Yes, you can redeem your points for multiple rewards in your account.

How long do my rewards and points last?

Hemper reserves the right to alter or discontinue the program at any time, at which point you will no longer be able to accrue points and your benefits will no longer be valid. Rewards already issued will be valid for 365 days from the date they are issued.

Can I lose access to the points and rewards I have earned?

Rewards points will expire if we end the Hemper Match-Up Rewards Program. We reserve the right to disqualify any person from participating, or cancel your participation in the Hemper Match-Up Rewards Program if we believe you are violating the Terms and Conditions, reselling products, manipulating the program, making excessive returns, engaged in fraud, abuse of rewards privileges or other conduct inconsistent with the program's intent, or for any other reason we deem necessary based on our sole discretion. If your account is cancelled, you forfeit any unused Match-Up Rewards as well as all Reward Points that have not been redeemed.

DAMAGED/BROKEN ITEMS

If you received damaged item(s), then Package Protection Insurance is required for a replacement. Submitting your claim with Protect+ is easy! All you have to do is file a claim through the confirmation emails that were sent to you from claims@protectplus.io, and from there, Protect+will handle the rest.

If you DO NOT have PP+,  you have 48hrs to reach out ( Contact@hemper.co ) and we are to issue Store Credit in the amount of the broken item. When you reach out you must have pictures of the broken/damaged item(s).