Returned Package (RTS): What Happens & Your Options

Quick Summary

If your package is returned to our warehouse (usually because no one was available to sign), you have two options:

1. Reship - We can send the order again (you cover shipping + adult signature fees again)
2. Refund - We can refund you (with service fees deducted), and you can place a new order

Why Was My Package Returned?

The most common reason: no one was available to sign for the delivery. To prevent underage vaping, all orders require an adult signature upon delivery.

When a delivery attempt fails, the carrier may leave a notice and attempt redelivery. If no one signs after repeated attempts, the package is returned to our warehouse.

Your Two Options

Option 1: Reshipment

• We create a new shipping order and send the package again
• You'll need to cover shipping costs + adult signature fee again
• Takes longer than reordering (shipping order - approval - warehouse packing - shipment)

Option 2: Refund

• We issue a refund to your original payment method (or gift card)
• Deductions apply: shipping fees, adult signature fees, and package protection fees already charged by the carrier
• Refund appears within 1–5 business days
• You can then place a new order at your convenience (often faster than waiting for reshipment)

How to Choose

Contact us when you receive our notification that your package was returned, and tell us which option you prefer. We'll proceed immediately.

Important: Retention Window

Returned packages are held at our warehouse for 3 business days while you decide. If we don't hear from you within that window, the order will be canceled per our website policy, any applicable service fees already incurred will be deducted, and the remaining amount will be processed as Store Credit.

If you'd like a reshipment or another option during the retention window, our team will arrange it for you.

How to Avoid Returned Packages

• Make sure someone 21+ is home to sign when delivery is expected
• For business deliveries, communicate your business hours to the carrier directly
• If you know you'll be away, use the carrier's redelivery scheduling feature

Carrier Contact

• Crossroads Courier: https://crossroadscourier.com/contact/

Once we confirm your refund is complete, we'll attach a refund certificate to your ticket.