Refund policy
REFUND POLICY
Due to the nature of our products — federally compliant THCA hemp flower and hemp-derived goods — and applicable health, safety, and federal regulations, all sales are FINAL once a product has been opened, used, or removed from its original sealed packaging.
We stand behind every batch we ship, and the policy below explains exactly what is and isn't eligible for return or refund.
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ELIGIBLE FOR REFUND OR REPLACEMENT
We will refund or replace your order in the following situations:
· Damaged in transit. If your package arrives with visible damage to the outer shipping box or to the product packaging itself, contact us within 48 hours of delivery with photos.
· Defective product. If the product packaging is sealed but the product inside is visibly compromised (mold, foreign material, packaging defect), contact us within 48 hours of opening with photos.
· Wrong item shipped. If you received a different strain or weight than what you ordered, contact us within 7 days of delivery. Do not open the incorrect product — we'll arrange a replacement and a return.
· Lost in transit. If your USPS tracking shows the package as lost or has not updated for 10+ business days, contact us and we'll either replace the order or issue a refund once the loss is confirmed.
To start any of the above, email portcitygreens@gmail.com with your order number, photos of the issue, and a brief description.
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NOT ELIGIBLE FOR REFUND OR RETURN
The following are NOT eligible for refund, return, or exchange under any circumstances:
· Opened products. Once the seal on a product is broken, it cannot be returned for any reason.
· Used products. Any product that has been consumed, smoked, or partially used.
· "I changed my mind" returns. Hemp flower is a consumable product. We do not accept buyer's remorse returns.
· Products affected by your state's laws. It is the buyer's responsibility to verify hemp products are legal in your state before ordering. Orders shipped to states where the product is later determined to be restricted are non-refundable.
· Products refused at delivery. If you refuse delivery, the package will be returned to us. Original shipping costs are non-refundable, and a 15% restocking fee applies to refused orders.
· Sale or promotional items. Items purchased with a promotional discount code (such as WILMINGTON) are final sale.
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LOST OR STOLEN PACKAGES AFTER DELIVERY
Once USPS marks your package as "Delivered," responsibility transfers to the buyer. Port City Greens is not responsible for packages lost or stolen after USPS confirms delivery. We strongly recommend shipping to a secure address where someone 21+ is available to receive the package.
If you suspect porch theft, file a claim directly with USPS at usps.com/help/claims and contact your local post office. We will assist with documentation when possible.
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LOCAL DELIVERY (WILMINGTON)
For orders delivered locally by Port City Greens:
· You must be present, 21+, and provide a valid government ID at the door.
· If no one 21+ is available to accept the delivery, the order will be returned to our facility. A second delivery attempt will incur a $5 fee.
· After two failed delivery attempts, the order will be canceled and refunded minus a 15% restocking fee.
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REFUND TIMING
Approved refunds are issued to the original payment method within 7–10 business days of approval. Bank or credit card processing times may add an additional 3–5 business days before the refund appears on your statement.
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QUESTIONS
For any return, refund, or replacement question, email portcitygreens@gmail.com with your order number. We respond within 1 business day, Monday through Saturday.
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LEGAL DISCLAIMER
This refund policy applies only to Port City Greens LLC products purchased directly from portcitygreens.com or through our local Wilmington delivery service. It does not apply to products purchased from third-party retailers.
Port City Greens reserves the right to modify this policy at any time. The version of the policy in effect at the time of your purchase governs that order.