Shipping & Returns
In general, orders can be cancelled up until shipment, but cancellations are not guaranteed. We can try to accommodate a request, but we cannot guarantee customer service will see your request, or be able to accommodate your request, before the package is shipped to you.
This policy includes cancellations for any reason, as well as requests for changes in shipping addresses. If a package is not delivered due to an inaccurate address provided by the customer at the time of purchase Steel Valley Hemp is not responsible for a replacement, refund, or credit.
All purchases are final and non-refundable. There are no exceptions to this rule. If you have questions, reach out to customer support via phone (844-994-3676) or email (Support@steelvalleyhemp.com) before making your purchase.
We do not handle refunds for purchases made at independent retail locations. If you purchased a Steel Valley Hemp product at a retail location, or through a website other than steelvalleyhemp.com you will need to deal directly with the store or website where you made the purchase, as we have no way to monitor what they do with our products after we ship to them.
If you purchased from steelvalleyhemp.com and something is wrong with your purchase you may be entitled to a refund as long as we are notified within 7 days. Refunds are not considered and no returns/exchanges will be granted if you have not contacted us within 7 days from when the order was delivered.
While we stand behind the quality of our products, the effectiveness of a product is not a valid reason for refund, as cannabinoids affect everyone differently.
If a product arrives damaged/unusable, or your shipment is missing any products you must notify us the day of product arrival via phone or email at Support@steelvalleyhemp.com
The email must contain:
- Your order number in the subject line (i.e. “DAMAGED PRODUCT – ORDER #(Insert your order number)”
- A description of what happened
- Photo of the product in question
- Photo of the box
- Photo of the packaging slip
Once we have received this information, a determination will be made. This review process can take up to 5 business days (sometimes longer depending on the issue) to complete. Not providing all of the requested information, if applicable, may result in an automatic denial of your request.
In the event of a valid exchange for broken or damaged products, return shipping will depend on the product(s) ordered, and the options available to us. Typically we will either send you a pre-paid shipping label for you to place on the return box or reimburse you for USPS first class shipping. DO NOT SHIP ANYTHING BEFORE DISCUSSING SHIPPING DETAILS WITH US. If you ship product back to us in a more expensive manner than otherwise available, you will be responsible for the difference between the higher and lower shipping rates.
All returns (if granted) are subject to a restocking fee and/or will be denied a refund for the shipping cost. This will be determined on a case by case basis.
We retain the right to deny any refund for any reason. We also retain the right to deny service or sales to any person(s), business, or entity for any reason.