Shipping And Returns
Please Note:
The 2018 Agriculture Improvement Act (the “Farm Bill”) allows for shipment of hemp-derived products to all 50 states. However, many states have their own laws regarding products that contain THC. In certain states these laws may be applied against hemp-derived products that are legal nationwide under the Farm Bill. Be sure to check with your state and local regulations to ensure compliance.
When you order products from us, you agree that we will not be responsible for, and you release us from any claims for any liability or losses that you may incur, as a result of the application of state or local laws.
RISK-FREE GUARANTEE*
As part of Medterra’s Risk-Free Guarantee*, we’re happy to offer our customers returns if you are not satisfied with the product.
- Simply place your order. Your 30-day Risk-Free guarantee begins from the day your order is delivered.
- Receive all the support you need from our Customer Service Team. We’re here to help!
- If you are not satisfied with any of these products for any reason request a return through our Return Portal. Simple.
TERMS & CONDITIONS
- Limited to one refund per product. If multiple products were ordered, remaining products must be returned unopened for full refund.
- Any abuse of this offer, as determined by Medterra, may result in the rescission of the risk-free trial.
GENERAL RETURNS POLICY (ALL Customers):
You may return products within your first order (exclusions may apply) within 30 days of delivery for a full refund excluding the shipping fee. However, we will pay the return shipping costs if the return is a result of our error (i.e., if you received an incorrect or defective item).
Any purchases with prepaid cards can only be refunded as store credit.
DAMAGED ITEMS:
If you receive a damaged item, the issue must be reported to customer service within 5- 7 days of delivery to receive a replacement item. We only replace items if they are defective or damaged and exchanges are only for exact items purchased unless the item is no longer available.
RETURN PROCESSING:
To return a product, you must visit our Return Portal and submit a return request. If the item is damaged or defective, we may request for you to provide us pictures of damaged or defective merchandise prior to issuing a replacement. For returns on promotional items, all items included in the promotion (free gift, etc.) need to be returned. When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount (excluding shipping charges). You will be responsible for shipping charges to us for non-defective returns. Shipping charges are non-refundable.
SHIPPING POLICY:
Free shipping on orders over $75* or on all “Subscribe and Save” orders within the continental US.
*Determined after applying discount/promos.
Customers have the option to select UPS Ground or UPS 2-day at an additional charge on any order.
- In most cases, orders will be shipped within 1-3 days of order processing.
- Note: Shipping times may vary and/or be delayed due to unforeseen circumstances outside of our control.
- Our Customer Service Team is here to help should you have any concerns or experience any delays in receiving your package! Please email support@medterracbd.com
HOW TO REQUEST A RETURN/EXCHANGE/REFUND:
- Request a return through our Return Portal page to verify that your item is available for return before taking any other steps. Once your return is approved you will get an email with a shipping label and/or a refund confirmation.
- If instructed, repackage the item including all original parts, packing materials, instructions, etc. Within reason, this means that everything must be returned exactly as it was sent to you. Items for return must be unused and undamaged to qualify for the refund. Padded envelopes or boxes are required and are provided free of charge by USPS if sending Flat Rate Priority Mail.
- Include a copy of the original Packing List in the package. If the original Packing List is lost, please include a note with your Order # and reason for the return.
- For defective returns, you may be issued a pre-paid return label if we consider the return to be necessary. For non-defective returns, you will need to send the package back to the address which will be emailed to you by our agent.
- If you are to receive a refund, it will be issued when the returned item has been received in satisfactory condition.
- Refunds will be processed within 3 to 5 business days of receiving the items and will be applied directly to the payment method that was used to make the purchase. *
*Please be advised that usually refunds can take up to 5-10 business days to completely process after the refund has been initiated. In most cases, refunds will be issued to the original form of payment for the corresponding order. If payment method is no longer active, please reach out to our customer support team for further assistance.
