Shipping and Payment
What if my order doesn't arrive?
What does "Held for Clearance" mean in my Track and Trace status?
How long will it take to receive my order?
I didn't receive my shipping confirmation email!
Do you accept US VISA Debit Cards??
Do you ship WORLDWIDE?
What will show on my credit card?
What is your refund policy?
What is your cancellation policy? Can I cancel my order before it ships?
What currency are the prices in?
Will the package have TheStonersStore.com written anywhere on it?
Can I have my order tracked or shipped express?
What if my order doesn't arrive?
It's very rare that our orders go astray, but sometimes they do. The postal system may have lost the envelope, or perhaps the address was incorrect, or you've moved house since you ordered. Please note that you order at your own risk and we don't provide refund for orders lost, seized, delayed or destroyed by the authorities in your area, as we can't be held responsible for orders made that violate your area's laws.
Here are some suggestions if your order doesn't arrive:
Airmail Orders
- If our product is not legal in your country/state, the postal service or Customs may return it to us or destroy it. If they return it to us we'll let you know by email and refund you the cost (minus shipping). If they destroy it, there's nothing we can do.
- We can't track an airmail order - it's just an airmail envelope - nor can we provide refunds if they go astray.
Tracked Courier Orders
- If our product is not legal in your country/state, the postal service may return it to us or destroy it. If they return it to us we'll let you know by email and refund you the cost (minus shipping). If they destroy it, there's nothing we can do.
- Because of the nature of our product, Customs in your country may hold it for inspection - You may need to pay taxes/duties on your order if it exceeds a certain value. We're not responsible for this.
What does "Held for Clearance" mean in my Track and Trace status?
If you're an Australian customer your order may remain in the "Held for Clearance" status in the online tracking system for some time. This means you need to contact Customs to have the shipment cleared - you may have to pay taxes/duties for example. In Australia, the AU Customs Enquiry Line is 1 300 363 263
How long will it take to receive my order?
In most cases, your order will be shipped in 1-2 working days. It should then arrive within a working week, but can take up to 3 working weeks - the delivery process is out of our hands. We have a number of shipping options to choose from:
SHIPPING:
We have a 99% success rate with the non-tracked Airmail shipping option.
However, as this is untracked we cannot guarantee your order will arrive. Your order should arrive within 5-15 working days. If you don't want to take a risk on not receiving your order, then perhaps make a small order first (0.5g pack). If that arrives, then you can be more confident that future orders will arrive.
TRACKED COURIER
To guarantee delivery, you can choose the tracked courier option - this delivery option comes with a tracking number so you can be sure to receive your order.
I didn't receive my shipping confirmation email!
Emails are sent from sales@thestonersstore.com and we ensure they are sent as we receive a copy of each one. If you don't receive a confirmation email, check that your email software or spam filter isn't blocking addresses that originate at @thestonersstore.com. If you like, drop us an email from the Contact Us form and we will send you a test email from that address to make sure they are getting through.
Do you accept US VISA Debit cards?
Some of our customers have reported that US-issued VISA debit cards are declined (we've had no reports about debit cards not working anywhere else round the globe) so you may need to use a proper credit card.
Do you ship worldwide?
We do! We ship to every country worldwide. Please see the notes on shipping rates and bear in mind if you dont choose a tracked delivery option, we can't guarantee or be responsible for delivery, as your country's postal service is not under our control :) And if the country you order from has banned our product, we are not responsible for the consequences! We do have a Banned States and Countries page but this is not an exhaustive list and you should check the laws of your own region before ordering from us.
All pricing on this website is in United States Dollars. If you need to convert to your local currencies, you can do so here - www.xe.com/ucc/
What will show on my credit card?
The entry on your credit card statement should show a payment made to TSN, and will not reveal any details of your order. The amount shown on your credit card will be in NEW ZEALAND DOLLARS (converted from the US purchase amount) as our payment processing company only deals with NZ dollars.
What is your refund policy?
Once you've opened the packet, we can't offer refunds for obvious reasons. We also don't provide refunds if the order is lost in the mail, because we have no control over the postal system. But if your order arrives in a damaged state, or you've received the wrong order, please email sales@thestonersstore.com immediately with your order number and details of the issue and we'll sort things out for you :)
What is your cancellation policy? Can I cancel my order before it's sent?
Yes you can. You simply need to email sales@thestonersstoree.com with your order # and if the order has not yet left our warehouse we will cancel it and provide you with a full refund.
Will the package have TheStonersStore.com written anywhere on it?
Your privacy is important to us! The package will be from "TSN". There is be no references to The Stoner's Store on the packaging. There may be a Customs sticker affixed that identifies the contents as "Incense," and even the product package contains no markings to indicate it came from The Stoner's Store.
Can I have my order tracked or shipped express?
Yes! It will cost $40.00US to have your order shipped with tracking via international economy courier, this will usually take 4-6 working days to arrive.
What does "Held for Clearance" mean in my Track and Trace status?
How long will it take to receive my order?
I didn't receive my shipping confirmation email!
Do you accept US VISA Debit Cards??
Do you ship WORLDWIDE?
What will show on my credit card?
What is your refund policy?
What is your cancellation policy? Can I cancel my order before it ships?
What currency are the prices in?
Will the package have TheStonersStore.com written anywhere on it?
Can I have my order tracked or shipped express?
What if my order doesn't arrive?
It's very rare that our orders go astray, but sometimes they do. The postal system may have lost the envelope, or perhaps the address was incorrect, or you've moved house since you ordered. Please note that you order at your own risk and we don't provide refund for orders lost, seized, delayed or destroyed by the authorities in your area, as we can't be held responsible for orders made that violate your area's laws.
Here are some suggestions if your order doesn't arrive:
Airmail Orders
- Try waiting another week. We've had occasional orders arrive weeks late for no reason - blame the postal system!
- Check your order confirmation email or Stoner's Store account to make sure you used the right address when ordering
- Check that our products are legal in your state/country
- Check with your local post office
- If our product is not legal in your country/state, the postal service or Customs may return it to us or destroy it. If they return it to us we'll let you know by email and refund you the cost (minus shipping). If they destroy it, there's nothing we can do.
- We can't track an airmail order - it's just an airmail envelope - nor can we provide refunds if they go astray.
Tracked Courier Orders
- Check the Track and Trace feature on the courier website mentioned in your order shipping email.
- Try waiting another week. Sometimes, despite promising to deliver within a few days, orders are held up for inspection by Customs
- Check your order confirmation email or Stoner's Store account to make sure you used the right address when ordering
- Check that our products are legal in your state/country
- Check with your local post office or customs office - you may need to pay taxes/duties on the order
- If our product is not legal in your country/state, the postal service may return it to us or destroy it. If they return it to us we'll let you know by email and refund you the cost (minus shipping). If they destroy it, there's nothing we can do.
- Because of the nature of our product, Customs in your country may hold it for inspection - You may need to pay taxes/duties on your order if it exceeds a certain value. We're not responsible for this.
What does "Held for Clearance" mean in my Track and Trace status?
If you're an Australian customer your order may remain in the "Held for Clearance" status in the online tracking system for some time. This means you need to contact Customs to have the shipment cleared - you may have to pay taxes/duties for example. In Australia, the AU Customs Enquiry Line is 1 300 363 263
How long will it take to receive my order?
In most cases, your order will be shipped in 1-2 working days. It should then arrive within a working week, but can take up to 3 working weeks - the delivery process is out of our hands. We have a number of shipping options to choose from:
SHIPPING:
We have a 99% success rate with the non-tracked Airmail shipping option.
However, as this is untracked we cannot guarantee your order will arrive. Your order should arrive within 5-15 working days. If you don't want to take a risk on not receiving your order, then perhaps make a small order first (0.5g pack). If that arrives, then you can be more confident that future orders will arrive.
TRACKED COURIER
To guarantee delivery, you can choose the tracked courier option - this delivery option comes with a tracking number so you can be sure to receive your order.
I didn't receive my shipping confirmation email!
Emails are sent from sales@thestonersstore.com and we ensure they are sent as we receive a copy of each one. If you don't receive a confirmation email, check that your email software or spam filter isn't blocking addresses that originate at @thestonersstore.com. If you like, drop us an email from the Contact Us form and we will send you a test email from that address to make sure they are getting through.
Do you accept US VISA Debit cards?
Some of our customers have reported that US-issued VISA debit cards are declined (we've had no reports about debit cards not working anywhere else round the globe) so you may need to use a proper credit card.
Do you ship worldwide?
We do! We ship to every country worldwide. Please see the notes on shipping rates and bear in mind if you dont choose a tracked delivery option, we can't guarantee or be responsible for delivery, as your country's postal service is not under our control :) And if the country you order from has banned our product, we are not responsible for the consequences! We do have a Banned States and Countries page but this is not an exhaustive list and you should check the laws of your own region before ordering from us.
All pricing on this website is in United States Dollars. If you need to convert to your local currencies, you can do so here - www.xe.com/ucc/
What will show on my credit card?
The entry on your credit card statement should show a payment made to TSN, and will not reveal any details of your order. The amount shown on your credit card will be in NEW ZEALAND DOLLARS (converted from the US purchase amount) as our payment processing company only deals with NZ dollars.
What is your refund policy?
Once you've opened the packet, we can't offer refunds for obvious reasons. We also don't provide refunds if the order is lost in the mail, because we have no control over the postal system. But if your order arrives in a damaged state, or you've received the wrong order, please email sales@thestonersstore.com immediately with your order number and details of the issue and we'll sort things out for you :)
What is your cancellation policy? Can I cancel my order before it's sent?
Yes you can. You simply need to email sales@thestonersstoree.com with your order # and if the order has not yet left our warehouse we will cancel it and provide you with a full refund.
Will the package have TheStonersStore.com written anywhere on it?
Your privacy is important to us! The package will be from "TSN". There is be no references to The Stoner's Store on the packaging. There may be a Customs sticker affixed that identifies the contents as "Incense," and even the product package contains no markings to indicate it came from The Stoner's Store.
Can I have my order tracked or shipped express?
Yes! It will cost $40.00US to have your order shipped with tracking via international economy courier, this will usually take 4-6 working days to arrive.
