Return & Exchange Policy
Thank you for shopping at Custom Cones USA. If you are not entirely satisfied with your purchase, we are here to help! We can accept returns on most unopened/unused items within 30 days of purchase except for customized orders, humidity packs, and various machines. You can easily initiate a return or exchange online by logging into your Custom Cones USA account and submitting a return request.
Please hold on to all packaging material until you are completely satisfied with the condition and performance of the item(s) purchased. Doing so will make it easier to return your item(s) if necessary.
To request a return or an exchange please visit customconesusa.com. You can then login to your account and submit your return request. Please follow the instructions below.
1. In the top right corner, click on the “Account” icon.
2. After you login click on “Orders” and select the order you’d like to return or exchange.
3. After you select the order you want to return or exchange, click "Return Items?"
4. You can then select your reason for the return and you can choose to get a refund or exchange. If you are exchanging your item, please write the item(s) you would like in the “comments” section. Then click “Submit Return Request”.
5. After you submit the request, we will review and provide you with a return label to ship the item(s) back to us.
All returns and exchanges must first be authorized by Custom Cones USA. Items returned without prior authorization may not qualify for a refund or exchange. Once your return has been processed and approved, you will receive a detailed email within 48 hours with instructions for the return and a link to print your return labels. If for any reason you cannot complete your return request online, please email firstname.lastname@example.org for assistance.
Not satisfied with your order?
If you are not satisfied with your order, you may be eligible for a refund or exchange within 30 days of receiving your order. (Excludes custom orders, humidity packs, and various machines.)
To initiate a return, please request a Return Authorization online by logging into your Custom Cones USA account within 30 days of receiving your order. Original shipping costs are non-refundable. The return shipping cost + a 15% restocking fee will be charged to the customer. We will issue your refund, less shipping and restocking fee(s) once the product is returned to the warehouse and inspected. Refunds are always issued back to the original payment method. A refund will be issued within 7 business days of receiving and inspecting your return. If the product is opened or used the refund may be rejected.
If you would like to exchange your order, you will need to pay for the new order shipping cost, the return shipping cost for the original order, and a 10% restocking fee. Once we receive the returned product(s) and inspect them, we will place the credit, minus the fees, onto your account, so that you can place a new order at your convenience.
Received the Wrong Product?
If we have shipped you the wrong product(s) and you would like a refund or exchange, you can log into your Custom Cones USA account and request a refund or to exchange for the correct product. Please also be sure to take photos of the wrong product(s) you received. After confirmation, we will immediately process your refund or send the correct product(s). Please contact us within 7 days of receiving your order and let us know if you would like a full refund or an exchange for the correct product(s).
Received Damaged or Defective Product(s)?
You have 7 days to report any product(s) you received damaged or defective, but please make an effort to contact us immediately. Also be sure to take pictures and/or videos of the damaged and defective product(s). Call us at (360) 335-3938 or email email@example.com.
Return and Exchange Policy for Machines:
Here at Custom Cones USA, it is our goal to provide our customers with the best and most efficient pre-roll and packaging machines in the market. However, we do understand that it’s not the easiest choice on what machines to purchase for your needs.
If you need help choosing which machine(s) will work best for your production needs, reach out to one of our friendly and knowledgeable sales team members, and they’ll walk you through the different machines and recommend what may work best for your production. Please call 360-335-3938 to talk to a sales team member today!
7-Day Trial Period
Because we stand by our products, we are happy to offer a 7-day trial period on our machines. If you are not completely satisfied, you can return the machine within 7 days of receiving it at no additional cost. You would just have to pay for the return shipping cost.
(Excluded machines: Perfect Pack 180, Sluice Box and additional cartridge(s), Cone Packer 300 and additional cartridge(s), Labelling Machines and Automated Pre-Roll Machine.)
For the return or exchange to be accepted, the machine must be returned in the original condition - this means no scratches, dents, or product residue on the machine. And with all original packaging, including the protective packaging. Refunds are always issued back to the original payment method. If the product is returned used and dirty, a $200 cleaning fee will be applied. To initiate a return or exchange, please log into your Custom Cones USA account and request a refund or exchange.
If you do not have the original packaging, please reach out to us so we can supply the correct packaging to return the machine. Additional costs will be charged to provide new packaging.
After 7 Days
If after the 7-day trial period and you decide to return the machine, you may be subject to pay a 25% restocking fee (per machine) along with the return shipping cost. We will issue your refund, less additional shipping cost and restocking fee(s) once the product is returned to the warehouse and inspected. Refunds are always issued back to the original payment method. If the product is returned used and dirty, a $200 cleaning fee will be applied.
After 30 days, all sales are final.
The Sluice Box and additional cartridges are made to order and Non Refundable; all sales are final.
Cone Packer 300
The Cone Packer 300 and additional cartridges are made to order and Non Refundable; all sales are final.
The CanaLabeler and Canna Labeler Pro are both Non Refundable; all sales are final.
Perfect Pack 180
The Perfect Pack 180 is Non Refundable; all sales are final. This machine is recommended for small scale prototypes and samples. This machine should not be used for large projects or mass scale production. If the machine stops working or doesn’t function as it should after proper usage, you are subject to one free replacement.
Automated Pre-Roll Machine
The Automated Pre-Roll Machine has its own contractual terms regarding returns and exchanges. Please reach out to your sales rep for more information.
Was your order shipped in a crate, special packaging, or delivered by a freight company?
Please email us at firstname.lastname@example.org or contact your sales rep.