Shipping policy

Shipping and Return Policy

 

Overview

At Tesoro, we strive to ensure that our customers receive their orders in a timely and efficient manner. Our shipping policy outlines the terms and conditions for shipping, delivery, and related matters. By placing orders with us, you agree to these terms and conditions. 

Shipping Policy:

 

Order Processing

 

  • Processing Time: Please allow up to 3 business days for your order to be processed before shipment.

  • Business Days: Our business days are Monday through Friday, excluding public holidays.

Shipping Methods

 

  • Economy Shipping: Our economy shipping method is UPS Ground, with delivery typically taking 3-4 business days. While UPS is reliable, occasional errors or delays may occur.

  • Express Shipping: We offer UPS  Two day, and UPS One Day, with expected delivery within 2 business days from the shipment date.

Shipping Notifications

 

  • Email Updates: By providing your email address and/or cell phone number, you authorize Tesoro Hemp Co. to send shipping confirmation and updates about your order.

  • Tracking Information: Once your order has shipped, you will receive an email with tracking information to monitor your shipment's progress.

Address Accuracy

 

  • Correct Address: Ensure that your shipping address is accurate and complete. Address changes can only be made before the shipping team has processed your order.

  • Responsibility: Tesoro Hemp Co. is not liable for orders once they have been marked as delivered by the carrier.

Delivery and Liability

 

  • Carrier Responsibility: Once the package has been picked up by UPS, it is the carrier's responsibility to deliver the package. Use the tracking number provided for details about your shipment and proof of delivery.

  • Delivery Issues: If an order is marked as delivered but you have not received it, please contact the carrier directly.

Shipping Restrictions

 

  • Weekend and Holiday Shipping: Packages are not shipped on weekends or holidays. Orders placed during these times may experience delays.

  • International Shipping: Currently, Tesoro Hemp Co. does not ship internationally.

  • Free Shipping: Our Free Shipping offer is not available for non-contingent States. For example, Alaska, Hawaii, and Puerto Rico are not eligible for free shipping.

Return and Refund Policies

 

Returns

 

  • Notification Period: You must notify us within 14 days of delivery if there is an issue with your purchase to be eligible for a return or exchange.

  • Case-by-Case Basis: Returns and exchanges are evaluated individually. We do not accept returns for opened products, except under our First Time Guarantee.

  • Effectiveness Not Guaranteed: Refunds are not granted based on product effectiveness, as cannabinoids affect everyone differently.

Cancellations/Modifications

 

  • Before Processing: You may cancel or modify your order before it is processed by emailing us at orders@tesorohemp.com. Please note that while we strive to accommodate all requests, we may not always be able to do so due to high order volumes and the speed at which orders are processed. Notification of processing is sent via email.

  • Post-Processing Cancellations: If your order has already been processed and you wish to cancel, you may return it at your own shipping expense, if the package is unopened.

Shipping Refunds

 

  • Shipping Costs: Refunds will not include shipping costs unless we are responsible for shipping an incorrect item.

Independent Retail Purchases

 

  • Third-Party Retailers: For purchases made at independent retail locations or third-party websites, please contact the retailer directly for returns or refunds. We cannot monitor transactions or sales after shipping our products to retailers.

Tesoro’s First Time Guarantee

 

We understand the uncertainty of buying hemp products online. Our First Time Guarantee ensures that if you are unsatisfied with a product in your first order, you can return it for store credit to try something else. 

Requirements

 

  • First-Time Purchase: Must be the first time submitting an order from our online store. Orders placed from duplicate accounts may not qualify.

  • Retail Products Only: The First Time Guarantee policy only applies to retail products and does not cover any wholesale products purchased.

  • Product Condition: The returned product must be at least half full.

  • Time Frame: Order must be within 14 days of delivery.

  • Exclusions: Sale items, packs, and bundles do not qualify.

Process

 

  1. Submission: Email us at orders@tesorohemp.com with your request and explain how it meets the First Time Guarantee requirements.

  2. Shipping: Upon approval, you will receive a return label via email.

  3. Return and Store Credit: Use the provided return label to ship the item back to us. Once we receive and verify the condition of the returned item meets our requirements, we will email you a store credit code that can be used on our website.

*Our First Time Guarantee does not offer cash back and has a value limit of $200*

Please note:

 

  • If you experience an issue with your delivery, please allow 3 business days from the expected delivery date before contacting our customer support team.

  • Tesoro Hemp Co. is not liable for orders once they have been marked as delivered by the carrier.

Lost Item Policy

 

What we cover:

 

  • Items lost in transit 

  • An item is considered “lost” if it is never reported as “delivered,” and if 5 business days have passed since the last tracking status update. A claim must be filed within 15 days of the last tracking update.

What we don’t cover:

 

  • Invalid address input by the customer

  • If an address was incorrectly inputted when the order was placed, we are not responsible. 

  • Packages marked as delivered 

  • Once a package is marked as delivered by the carrier, we are not responsible for the package. 

Damaged Item Policies 

 

Tesoro will consider a package damaged if the product is unusable. As part of the claims process, we do require that you provide photo evidence of the damaged package. 

  • Photo evidence of the item(s)/package must be submitted for our review and is subject to approval or denial depending on circumstances. 

For any questions regarding our Shipping, Shipping Insurance, Return, or First Time policies, please email us at orders@tesorohemp.com.

Thank you for choosing Tesoro, we greatly appreciate your business!