FAQs

Whenever you wish to cancel an order, please contact us at (305) 676-6838 as soon as possible. Once your order has been shipped, we cannot accept cancellations. Once your order has been shipped, you can begin the refund process by logging into your account. Most unopened products are eligible for a 30 day refund or exchange. Our refund policy lasts 30 days after the delivery date has passed. For more information on our refund policy, click here. 

Your order status provides details about any purchase you've made with us. Here's a concise explanation of what each status indicates:

• Needs Manual Review: Your order has been flagged for security concerns and is being reviewed manually by one of our representatives to ensure everything is correct. This process typically takes a few hours, rarely extending beyond 1 business day.
• Ready to Ship: Your order has been confirmed and accepted; we're now preparing your items and will ship them to you soon!
• Pending Shipment: Your order has been processed, packed, and is awaiting pickup by our shipping partner.
• Partially Shipped: A portion of your order has been dispatched and is on its way to you. Some products might arrive separately and at different times.
• Completed: Your order has been processed, shipped, and is on its way. You will receive a tracking number and can expect your package shortly!
• Needs Payment: Your order has been received, but payment is pending. This status often relates to a subscription product with a failed payment. Please update your payment information.
• Canceled: Either you or our team has canceled the order. You will not be charged, and the order won't be fulfilled. If you did not cancel the order, contact our customer support team.

Your order status tell you the status of any order you’ve placed with us. Here’s a quick summary of what each status means:

• Needs Manual Review: Your order was flagged for security reasons and is being manually reviewed by one of our agents to make sure everything looks good. This process usually takes a few hours and rarely ever more than 1 business day. Hang tight! 
• Ready to Ship: Your order was processed and accepted, we’re working on preparing your products and sending them your way!
• Pending Shipment: Your order was processed, prepared, and is waiting to be picked up by our carrier.
• Partially Shipped: Part of your order has shipped and is on its way to you. Some items, however may arrive separately and at later dates.
• Completed: Your order was processed, shipped, and sent out to you. You'll receive a tracking number for your order and should expect it to show up soon! 
• Needs Payment: Your order was received, but we’re still awaiting payment to fulfill it. This status is usually related to a product subscription with a failed payment. You may need to update your credit card or other information. 
• Canceled: Either you or a member of our team has canceled your order. You will not be charged and the order will not be fulfilled. If you didn’t cancel your order, please contact our customer support team.

Your order has been received, but we're waiting for payment to complete the fulfillment process. This often happens with product subscriptions due to a failed payment. You might need to update your credit or debit card before we can process and dispatch your order.

To update your subscription payment method:

1. Navigate to the Subscriptions tab in your Account.
2. Click "View" on the subscription item you'd like to modify.
3. Click the edit icon next to "Payment Details."
4. Choose an existing payment method or add a new card.
   • If selecting an existing method, click on it and save the changes.
   • If adding a new payment method, enter the required information and save your changes.

Your order was flagged for security reasons and is being manually reviewed by one of our agents. Once we confirm your order is not fraudulent and you are over the age of 21, your order will be approved and shipped.

If our agents require additional information to verify your account, you may receive a call from them. This usually only happens with first-time customers and once we verify your details, you're verified forever. This step is taken to prevent both, potential customers and existing customers from falling victim to fraud, scams, or theft. Age verification is required under federal laws and regulations. 

If our team determines that your order is not fraudulent and you are of legal age to consume our products, your order will be approved. If our team determines that your order is fraudulent or you are underage, or they can't get in contact with you after several attempts, your order will be canceled. 

This process usually takes a few hours and rarely ever more than 1 business day. No other action is needed from your side, just hang tight!

Your order has been flagged for security reasons and is undergoing a manual review by one of our representatives. Once we confirm that your order is legitimate and you are over 21 years old, it will be approved and shipped.

If our team needs additional details to verify your account, they may contact you directly via phone call. This generally happens for first-time customers. Once your information is verified, you're set for future orders. This verification process helps safeguard both new and existing customers from fraud, scams, or theft. Age verification is mandated by federal regulations.

If we confirm that your order is legitimate and you're of legal age to purchase our products, your order will proceed. However, if it's determined to be fraudulent, you are underage, or we're unable to reach you after multiple attempts, the order will be canceled.

This review usually takes just a few hours, rarely exceeding 1 business day. No other action is required from you—just sit tight!

Your order was received, but we’re still awaiting payment to fulfill it. This is usually related to product subscriptions with a failed payment. You may need to update your credit or debit card before we can process and ship your order.

To change your Subscription payment method: 

1. Go to the Subscriptions tab in your Account.
2. Click "View" on the subscription item you wish to edit. 
3. Click on the Edit icon next to "Payment Details"
4. Select the existing payment method you wish to use or add add a new card.
5. If using an existing payment method, click on it and save your changes. If adding a new payment method, fill out your information and save your changes.

Our support staff can provide you with information regarding your order when you contact us by email at [email protected] or by phone at (305) 676-6838. Please include your order number in your correspondence.

The following credit cards are currently accepted on our website: Visa, Mastercard, and Discover.

It's possible that the billing address you entered created an error message when placing your order so you didn't receive a confirmation email. It's recommended that you check your bank's records for the correct billing info. Currently, we do not have access to these funds. Rejected funds are held by the bank for two to three business days before being released to your account.

We have a brand new online return and exchange system. To make a return, we just need your order number and your e-mail address, which you can find here. Select the item(s) you would like to return or exchange using the instructions. A return shipping label will be generated automatically. The label must be printed out and mailed to customer service. After receipt and inspection, the reimbursement will be processed. UPS is always our preferred shipping service.

CBD Mall, pursuant to various state and federal laws, requires that you verify you are 21 years or older before purchasing anything or viewing our website.

Depending on the status of your order when you log into your account, it might indicate that it is "pending." Pending orders simply mean that we have received your order and are preparing it for shipping.Typically, orders are shipped out within 24 to 48 hours after they are placed. Orders that have shipped will no longer appear as "pending". The tracking number will appear instead. Your tracking number will also be emailed to you.UPS business class shipping typically takes two business days to deliver your package.