Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via help@justcbdstore.com or 833-458-7822.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
Where can I find information about my order?
Where can I find information about my order?
To find out information on your order, you will need to contact us by email at help@justcbdstore.com or by calling us at (833) 458-7822 with your order number.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Where is my package?
Where is my package?
Use the provided tracking number to track your number on the shipping website. The tracking number can be found on your order confirmation email or your order history if you created an account during checkout. If you are currently logged in, you can easily find your order history. If the website says the package was delivered but you have not yet received it, please contact them or your local post office for further assistance. We recommend opening a research of delivery claim with the website which may help in located your package’s whereabouts. Please be aware there can sometimes be a delay in actual delivery time.
My order didn’t process, but funds were taken out of my account. What do I do?
My order didn’t process, but funds were taken out of my account. What do I do?
If you received an error message when processing your order and did not receive a confirmation email, there could be an issue with the billing address you entered. We recommend verifying the correct billing information with your bank. We do not have these funds. The bank holds declined funds for 2-3 business days and then releases them back to your account.
What do I do if my purchase is damaged?
What do I do if my purchase is damaged?
Please keep in mind that all damages or defective products must be brought to our attention within 7 days of receiving the product.
Please email help@justcbdstore.com with your order number and pictures of the damaged product.
A representative will respond within 24hr Monday-Thursday, all emails sent Friday-Sunday will be replied to on Monday.
What do I do if my discount code expired?
What do I do if my discount code expired?
Although your discount code has expired, we offer new discounts every week. Be on the lookout for future discount codes. If you’re ever experiencing trouble purchasing with a discount code, don’t hesitate to contact us.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To return your product, please mail it to: JustBrands USA, 105 Akron Drive Winston Salem, NC 27105. You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. If you paid for shipping on your order and are issued a refund, the shipping cost will not be included in the refund amount. Contact us at help@justcbdstore.com or 833-458-7822.
How do I cancel my order?
How do I cancel my order?
If you wish to cancel your order, please give us a call at (833)458-7822 or email help@justcbdstore.com as soon as possible. However, if your order is already in transit, you must send the product back to receive a refund. Please keep in mind that our offices close early on Friday and reopen on Monday.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.