COVID-19 FAQ - HEMPER

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ADJUSTMENTS DUE TO COVID-19

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COVID-19 FAQ

Can I place an order?

Yes, HEMPER is still functional and shipping orders. However, processing times are longer than usual due to our shipping carriers limitations 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 timelines for store orders changed?

Yes, for the time being, please expect your order to be DELIVERED within at least 15-30 business days from your order date. We understand this processing timeline is longer than our usual but our incoming order volume has increased over 500% and our warehouse team has been reduced to less than 50% capacity. 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 are hopeful for your understanding.

Have processing timelines for the subscription boxes changed?

As of right now, April Mystery Boxes are currently processing and shipping out from our warehouse. Once April boxes are all fulfilled, we'll start preparing and processing May boxes. Please note that we ship monthly boxes in accordance to order date and normally boxes get delivered within 10-15 business days from the order date. However, due to current circumstances around the COVID-19 pandemic, we cannot guarantee all boxes will arrive in that timeframe. 

Why have processing timelines changed?

As COVID-19 has spread, we have seen a significant increase in people shopping online due to the closure of local smoke shops. Likewise, due to the impact of COVID-19, 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. All products being included in ALL orders are being sanitized prior to being packaged and wrapped. Likewise, the warehouse packing areas and surfaces are being cleaned and sanitized several times throughout the day.

What’s the status of my order and delivery? 

You can track your order and deliveries from https://www.hemper.co/apps/parcelpanel. Once your order has shipped, you’ll receive an automatic shipping email as well with a tracking number.

What is HEMPER’s warehouse health protocol?
·      Stringent handwashing for staff
·      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 because of 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
  • 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 Guinea
  • Republic of Congo
  • Rwanda
  • UAE
  • Zambia
  • Curcao
  • Malawi
  • Mauritius
  • Nepal

Is it safe to receive orders?
For guidance on Coronavirus, please refer to the World Health Organization website.