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. To initiate a return, please contact our team! We will do our best to resolve any issues and make sure you are completely satisfied with your order.
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 contact us on our website, or send an email to our customer support team at email@example.com - our team is happy to help!
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.)
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 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 Support@CustomConesUSA.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), Labelling Machines Automated Pre-Roll Machine, and Cigar Rollers)
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.
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.
The Canna Labeler 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.
Cigar Rollers are Non Refundable; all sales are final.
Bobbins are returnable only if unopened within 30 days of purchase.
Was your order shipped in a crate, special packaging, or delivered by a freight company?
Please email us at Support@CustomConesUSA.com or contact your sales rep.