Returns, Cancellations And Shipping Policy

Last updated: 03/18/2024

This Returns, Cancellations and Shipping Policy explains our users’ (“you” or “your”) options for returns or cancellations and AG TECH VI, LLC & CANVAS 340, LLC shipping processes (“we”, “us,” “our,” or the “Company”). 

By making a purchase through the Company’s website, services, features, tools, or resources, you agree to the terms of this Returns, Cancellations and Shipping Policy and our Terms of Use.

Order Processing & Lead-Times

The Company shall make best efforts for order processing and fulfillment of your orders to be 1-3 business days but may experience delays up to 5-7 business days or longer. Estimated time to ship reflects order processing time, not delivery time. Total time to delivery depends on the shipping method selected at checkout. Stock and availability are subject to change without notice. Our working business days are from Monday – Friday, 9am – 6pm. We are closed on Federal Holidays. Orders placed after 3 PM PST will be processed the following day. Please note that we are not open on weekends (Saturdays and Sundays) – orders placed after 3PM PST on Fridays will be in the queue to be processed the following Monday.

Please note that delays might occur with your order and may show no movement until they reach your local delivery hub, so we recommend to wait patiently for up to 3 business days for tracking to update once you have received a tracking email. You may contact your local delivery carrier for updates with regard to its regular mailing services.

Please ensure your address and contact information entered are accurate at the time your order is placed as any failed delivery attempts and returned shipments will deem your order as non-refundable and no exceptions will be accepted.

No changes can be made to information provided for an order after an order has been shipped and marked fulfilled. If any information provided is incorrect or needs to be changed, you will need to cancel the order and re-order with the corrected information.

For any questions or concerns, please contact Customer Support at [email protected].

Carriers

Depending on the category of the product, shipping methods may vary between services from the United States Postal Service (“USPS”) and United Parcel Service (“UPS”).

Lost Packages / Undelivered Items

The Company is not responsible if the carrier service has lost your shipment or failed to deliver your items once the Company has completed its order processing and marked the item as shipped and a tracking address has been provided to you.

You must complete the missing mail order process with the respective carrier to seek recourse from any lost packages or undelivered items. 

PO Boxes

We cannot ship any orders to PO boxes. Any orders with a PO box as your shipping address will result in delays or cancellation of your order. If a PO Box is provided as a shipping address, Customer Support may contact you to request an alternate shipping address. The Company reserves the right to contact you or to unilaterally cancel the order at the Company’s sole discretion.

Tracking

Due to consolidation efforts and the utilization of multiple carriers to find an efficient and cost-friendly approach to shipping our products to you, you may receive multiple tracking numbers as your shipment may be separated among different carriers.

State Restrictions

Currently we only ship domestically within the United States where allowed.

COUNTDOWN abides by all federal and applicable state laws which means we may not be able to ship our product(s) to your State depending on your State’s current laws governing hemp-derived THC.  Due to this, we are unable to ship to the following states and regions: Alabama, Alaska, Arkansas, Colorado, Hawaii, Idaho, Kansas, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Oregon, South Carolina, Utah, Vermont, Wisconsin, Wyoming, and International Shipping

As the regulations and compliance factors of the sector change, we reserve the right to modify this policy from time to time and will mark new versions with a corresponding effective date. We recommend you visit the Returns, Cancellations and Shipping Policy page on this website frequently to review any changes in our practices. Your continued purchase from the Company website constitute your agreement to our then-current Returns, Cancellations and Shipping Policy.

Cancellations

You may cancel your order within 24 hours of receiving confirmation of receipt of your order from us for a full refund. Any order that has been shipped and/or marked as fulfilled will not be able to be canceled regardless of whether the cancellation request has been provided within 24 hours of the order confirmation. 

Please contact the Help Desk at [email protected] for assistance.

Refund, Exchanges or Returns 

We do not accept any refunds, exchanges, or returns. All sales are final. Items returned will not be accepted for credit for any reason whatsoever.

In the event of ordering incorrectly, please contact Customer Support at [email protected] immediately to resolve any issues. The Company reserves the right to determine, in its sole discretion, if changes to incorrect orders can be made. 

Once your order has been shipped and marked fulfilled, no changes can be made at that point in time for any reason.

Replacement

If an order arrives incorrectly and the ordered product is not as described, you must notify Customer Support within 14 days of the receipt of your shipment with your order confirmation number, images of items received, and the issues you’re experiencing. Upon review, if we determine the items are damaged, the order is missing items or the order contains incorrect items from your original order, we will send replacement items subject to the Order Processing provisions above.

Route

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you experienced an issue with your order, please file a claim with Route’s team here.