Shipping Policies

Effective Nov 2, 2026

Shipping Information

Thank you for choosing Custom Cones USA — your go-to source for all things pre-roll! We’re committed to getting your order to you quickly, efficiently, and with full transparency along the way.

Once your order ships, you’ll receive an automated email with tracking info. Don’t see it? Be sure to check your junk/spam folder. Tracking only sends once the order has left our warehouse.

Domestic Shipping (U.S.)

We ship via:

• UPS
• FedEx
• USPS (must be selected for P.O. Boxes and APO/FPO addresses – extended delivery times)
• Freight

You’ll be able to choose your preferred shipping method at checkout.

Freight Shipments

Large or bulky orders may ship via freight carrier. If you need standard parcel service and only see freight options at checkout, give us a call at (833) 582-6637 — we’ve got you.

• Paid freight shipping includes a liftgate unless we confirm one isn’t needed. Free freight shipping can be selected with or without a liftgate at checkout.
• We do not offer appointment delivery.
• Please inspect freight shipments before signing. Any damage, missing cartons, or shortages must be noted on the Bill of Lading (BOL) so we can file a claim with the carrier.

International Shipping

We offer international shipping through UPS Worldwide where available.

Customs duties, import taxes, and fees are not included in your shipping cost and are your responsibility at the time of delivery.

Shipping Timelines

• Orders without a lead time ship within 1 business day from our Renton, WA warehouse.
• Items with a lead time listed on the product page ship according to that lead time.
• LTL freight orders may require up to 3 business days for scheduling and may experience longer transit times depending on carrier availability.
• We ship Monday–Friday, 9 AM–4 PM PST, excluding company holidays.
• No weekend or holiday deliveries (this includes expedited shipments).
• Ground shipping typically takes 1–7 business days, depending on your location.

Holiday Closures

Our warehouse is closed on the following holidays. Orders placed on a holiday ship the next business day, and Will Call pickups are not available.

• New Year’s Day
• Martin Luther King Jr. Day
• Memorial Day
• Independence Day
• Labor Day
• Veterans Day
• Thanksgiving Day
• Day After Thanksgiving
• Christmas Eve
• Christmas Day

Expedited Shipping

Need it fast? We got you. We offer expedited and overnight shipping through UPS and FedEx.

• Cut-off time: Expedited orders placed after 1:00 PM PST ship the next business day.
• Products with listed lead times: Expedited shipping applies after the product ships.

Will Call (Local Pickup)

Orders can be picked up at our Renton warehouse. Select Will Call at checkout.

• Address: 4101 Oakesdale Ave SW, Suite 200, Renton, WA 98057
• Pickup hours: Monday–Friday, 9 AM–4 PM PST (closed weekends and company holidays)
• Orders placed before 1:00 PM PST are usually ready the same business day. Orders placed after 1:00 PM PST will be ready the next business day. We’ll let you know when your order is ready.
• Please bring your order or invoice number. If someone else is picking up for you, they just need the order number.
• Orders not picked up within 14 days may be canceled and refunded. We will try to contact you first.

Split Shipments

Some items ship directly from the manufacturer instead of our Renton warehouse. These items may arrive separately and will have their own tracking number.

If an item on your order becomes unavailable, our customer support team will contact you for a possible solution.

Address Changes

Please make sure your shipping address is correct before placing your order. If you need to change it, contact us as soon as possible. We may be able to update the address if the order hasn’t shipped yet. If the change significantly affects the shipping cost, we may need to cancel the order and place a new one, and you will be responsible for any added shipping cost.

Fees for address corrections, redelivery, or reshipping due to an incorrect address may be charged to you.

Damaged, Lost, or Missing Shipments

Please check your order when it arrives. Report any visible damage, missing items, or shortages within 5 business days of delivery. Damage found after opening must be reported within 30 days of delivery. Include photos of the box, packaging, and product.

For freight shipments, damage must be noted on the Bill of Lading before signing.

If a package is lost or shows as delivered but you didn’t receive it, contact us. We’ll review every damaged, missing, or lost shipment report and work with you to resolve the issue, including filing a claim with the carrier when appropriate. Contact Customer Support at (833) 582-6637, [email protected], or via Chat.

Free U.S. Ground Shipping Promo – Orders Over $3,500

We love our retail customers — that’s why we offer free shipping on eligible orders over $3,500! This includes orders that ship freight. Orders under 250 lbs may also have a free parcel option.

Here’s the fine print:

• Available to contiguous U.S. addresses only (excludes HI, AK, PR, and territories).
• Applies only to in-stock items shipping from our Renton, WA warehouse.
• Excludes custom orders, Black Series Humidor 1310, dropship items, and distributor/negotiated accounts.

Policy Note

For returns, see our Return Policy. We reserve the right to refuse service to anyone. Shipping policies may be updated at any time without prior notice.