Returns, Refunds, and Exchanges
Due to the nature of the goods that we sell, we do not offer refunds, returns or exchanges. All sales are final.
We will replace or offer refunds for missing items and have a replacement protocol for items that arrive damaged.
There is a small window to cancel orders that closes before an order is shipped. If we receive a cancellation request before the order is shipped, we will do our best to cancel it and our platform will forward verification. However, we may not be able to process your cancellation request before your order is packed up and your order will then be shipped; we will not offer a refund, redirect, or recall in this situation and respectfully request all of our awesome customers to defer placing an order if they are not 100% sure or our comparison shopping. We apologize in advance if we are unable to process your cancellation request.
Note: We reserve the right to deduct credit card processing fees from the total amount refunded when an order is cancelled. As well, we also reserve the right to provide a refund to you via corporate cheque that will be mailed using Canada Post to your location; we will also deduct the cost of postage from the refund.
If there are any items missing please email web at jupitergrass.ca within 24 hours of receiving your order and we will make it right.
What if there is a damaged item in my order?
If any part of your order arrives damaged, please follow this protocol within 24 hours of receiving your shipment:
*Please do not throw away the box, bubble wrap, or any of the packaging inside the box as we recall the order by emailing you a Canada Post Label to have the order shipped back to us.*
-take 2 photos of the shipping box from different angles so we can see any damage.
-take 3 photos of each damaged item from different angles so we can clearly see the damage and ensure that you include your order's packing slip in all photos.
-send one email to web at jupitergrass.ca from the address used to set up your Jupiter account that has all of the pictures attached, your order number, and all of the relevant information.
-in order for us to generate a damaged item reports, you must submit your order’s packing slip along with the required photos.
Once we have received your packing slip and required photos, we will evaluate the damaged item report.
We will reach out to you during the evaluation process which is 1-2 business days.
We are able to mail out a replacement order within 3-5 business days after your damaged item report is approved.
We will issue a refund if we do not have an exact replacement on hand.
Vaporizers are warrantied by the manufacturer and activating the warranty has become easy and user friendly. These companies have friendly and professional customer service teams that want you to be happy. The vaporizer manufacturer will accept the Jupiter receipt we emailed to you as your proof of purchase.