Section 1: Definitions
Fulfilled Order: A customer order is considered fulfilled immediately upon printing the customer’s package(s) shipping label.
Order Cancellation: The action of refunding a customer for the total amount or partial amount of money paid to ECBD for goods prior to fulfilling the customer’s order.
Order Refund: The action of refunding a customer for the total amount or partial amount of money paid to ECBD for goods after fulfilling the customer’s order.
Order Return: The action of a customer returning their order to ECBD for any reason after it has been fulfilled.
Shipped: A package is considered shipped at the point in time when the postal carrier has picked up the package from ECBD’s facility or when an ECBD employee has delivered the package to the postal carrier for delivery to the customer.
Section 2: Order Cancellation Policy
A customer may only cancel their order prior to their order being fulfilled. Customers may cancel their order for any reason prior to their order being fulfilled. To cancel an order, please call ECBD customer support at (989) 787-2025, Monday through Friday, 9:00 AM to 5:00 PM eastern standard time.
Section 3: Order Return & Refund Policy
Once a customer has received their package from ECBD they may return it to ECBD within thirty (30) days for any reason for a full refund as long as the products are returned to ECBD in their original and unopened state. ECBD is not able to accept returned items that have been opened or used. ECBD will only accept returned items that were purchased from www.essentialcbd.com.
Refunds will be issued by ECBD within one week of ECBD receiving the returned items. Refunds may take up to fourteen (14) days to deposit into the customer’s account. Refunds can only be issued back to the account from which the original payment was made.
If a customer returned their order to ECBD and has not received their refund within fourteen (14) days of ECBD receiving the package, please call customer support at (989) 787-2025, Monday through Friday, 9:00 AM to 5:00 PM eastern standard time or email firstname.lastname@example.org with your order number and tracking number for the returned package.
To return a package please ship it to:
*Please notify ECBD that they will be receiving a return by emailing email@example.com with your tracking number and reason for the return. Please include your “Return” and your order number in the email’s subject line.
Essential MI, LLC
ATTN: Customer Support
324 Airport Industrial Dr.
Ypsilanti, MI 48198-7812
Section 4: Lost or Stolen Packages
Once a customer’s shipment has been picked up by the postal carrier from the ECBD facility the shipment is no longer under the control of ECBD but instead the postal carrier. ECBD shall not be held liable for incorrectly entered shipping information by the customer. ECBD shall not be held liable for lost or stolen shipments after they have been shipped, however, ECBD is happy to help assist its customers in recovering their missing shipments in the following ways:
- For lost or missing United States Postal Service (“USPS”) delivered shipments, customers should follow the instructions at https://www.usps.com/help/missing-mail.htm for submitting a claim. If theft is suspected customers can file a theft complaint with the USPS by following the instructions at https://faq.usps.com/s/article/Mail-Theft.
- For lost or missing FedEx or UPS delivered shipments, contact ECBD customer support at (989) 787-2025, Monday through Friday, 9:00 AM to 5:00 PM eastern standard time or email firstname.lastname@example.org with your order number and tracking number. ECBD customer support will initiate a track and trace of your shipment in an effort to recover it. If emailing, be sure to include “Lost or Missing” packaging in the subject line of the email.
- If you believe that the package was stolen from when you receive your shipments, please file a report with your local police department notifying them of the theft.
Section 5: Refusal of Delivery
If a customer refuses delivery of an ECBD package without any signs of damage or manufacturer defects, ECBD will reach out to you over a period of no more than five (5) business days after receiving the returned package requesting the reason(s) for the refusal. If contact cannot be made within five (5) business days from the date the refused package was received, no refunds will be issued to the customer.
Section 6: Damage Policy
If a package is deemed damaged by the shipping company, manufacturer and/or by ECBD, we will work diligently to have the issue resolved. ECBD will only accept responsibility for a damaged item where the customer notated damage on the delivery receipt and the damage was reported to ECBD within one business (1) day receiving the damaged package. Failure to note the damage on the delivery receipt and to notify ECBD within one (1) day will relinquish ECBD, the shipper and the manufacturer of all liability. Please be advised that there are different procedures for accepting delivery depending on the delivery service level that you have chosen. Refer to your order confirmation to confirm the selected level of service.
In the event that there is damage to a customer’s order, the customer must note on the delivery receipt the specific area and description of damage, refuse the damaged item(s) and keep the undamaged item(s). After signing the delivery receipt, you must contact ECBD within one (1) day to report the damages. Do not notate concealed damage on the delivery receipt. If the package was left by the postal carrier at the customer’s address when receiver’s signature is not required and the contents of the package were damaged, the customer must contact ECBD support within one (1) day to report the damages by calling (989) 787-2025, Monday through Friday, 9:00 AM to 5:00 PM eastern standard time or emailing email@example.com with your order number and tracking number.
Photographs of the damage will be requested by ECBD’s customer support team. Photographs may be sent via email or by mail. Photographs at a minimum should include:
- Packaging showing damage to the packaging
- Full view of the damaged piece in question
- Any damages to the products
Once photographs are received, ECBD will assess the best option for resolving the issue. Refunds will be made to the original method of payment and will be processed within 3-5 business days. Please be advised that it could take your credit card company up to10 business days for your refund to be reflected on your billing statement.