Order FAQs

How can we help you?

Order, Shipping, Returns and Exchanges Q & A

While we don’t currently offer an in-store retail experience, our CannaBuddy Curbside Pickup is NOW OPEN near the historic Downtown area of Matthews, NC.  We’re located at 10800 Independence Pointe Parkway, Suite A, Matthews, NC 28105, in the Capital Pointe center.  Place your order online, then come on by and see us!

CannaBuddy Curbside Pickup is fast and easy!  Simply place your order online and choose Curbside Pickup during checkout.  Then head on over to our Matthews, NC curbside pickup location, and call 980-355-0701 when you arrive.  Our friendly and knowledgeable staff will bring your order to you when it’s ready.  Please allow at least 15 minutes to prepare your order.  Available Monday – Saturday, from 10:00 AM – 5:00 PM only.

CannaBuddy Curbside Pickup is located at 10800 Independence Pointe Parkway, Suite A, Matthews, NC 28105, in the Capital Pointe center.  We look forward to serving you soon!

No – we do not currently offer local delivery.  However, we do offer CannaBuddy Curbside pickup at our Matthews location.  We also offer USPS Priority Mail.  Free shipping is available on orders of $100 or more.

We ship nationwide in the United States using USPS Priority Mail.

Orders of $100 or more qualify for free shipping!

NOTE: We reserve the right to verify large purchases before processing, so shipping times may be delayed.

We ship all orders via USPS Priority Mail (1-3 business days). During warm weather months (May-September) all orders containing meltable products are packed in an insulated cool shield bubble mailer with a generous amount of frozen ice packs (while supplies last), depending on the size of your order and destination, at no additional cost.

We kindly ask that you also do your part by following the tracking provided and making yourself available to retrieve your order as quickly as possible after it is delivered to avoid orders sitting in a mailbox or on the porch. During warmer weather, items left sitting for extended periods of time can melt regardless of how many ice packs are included.

While most orders arrive in good condition with the help of the cold packs, we cannot make guarantees that meltable products will arrive in perfect condition, as we cannot be responsible for monitoring the weather in every state. We do our absolute best to ensure customer satisfaction by cold packing every order containing meltable products. Please note that USPS trucks are not air conditioned, and your order may have to pass through warmer climates on its way to you.

Outside of complimentary cold shipping window (May-September), you can still opt to have your order cold shipped by selecting the shipping option USPS Priority Mail with Cold Packing for $14.95. If you choose not to cold pack your order, we will not be responsible for any melted products.

Still have questions or concerns about shipping? Submit a ticket via the Contact Us page at CannaBuddy.com, and a member of our Customer Support Team would be happy to provide advice on the best way to ship your order year round.

Yes! We offer free shipping nationwide with a minimum purchase of $100, after discounts and before taxes. Simply add $100 worth of items to your cart, and then select “FREE USPS Priority Mail” during checkout.

We use the USPS (United States Postal Service) to ship our orders.

We do everything we can to process and ship orders as quickly as possible. However, there are sometimes delays. Orders can be Processing, On Hold, or Completed:

Processing – We strive to ship all orders within 24 to 48 hours from the time the order was placed. Orders placed on the weekend will be processed as quickly as possible, but no later than 48 hours of the following Monday. Orders placed on a holiday will be processed within 48 hours of the following business day.

Other delays can and do occur in the instance of inclement weather, labor shortages, supply chain issues, and so on. Processing and shipping delays are not covered under our Returns, Refunds, and Exchanges Policies, except on a case-by-case basis.

On Hold – We reserve the right to manually verify any order, which can delay the processing time. Any order that needs to be verified will be placed On Hold while we contact and await a response from the customer.

Completed – If an order is marked as Completed, it is too late to cancel it. However, once you receive your order you can return it at your expense for a refund. Shipping costs are non-refundable. All unwanted items must be returned unopened and unused, in their original packaging, and in the same condition they were received within 30 days of purchase.

To view the status of your order, simply login to your account and view your Orders.  If you didn’t create an account during checkout, don’t worry, you can always use the Check Order Status page to view your order details at any time.

Yes – very discretely!  We ship using plain white plastic bubble wrap envelopes or small boxes.  We use a generic mailing label with “Customer Support” as the return address. There is no CannaBuddy branding or logo visible on the outside of the package. There are no external clues as to the package’s contents.

The charge from your purchase will appear as “CANNABUDDY” (or something similar) on your bank statement.

Refunds are permitted with the following rules: All items must be returned unopened and unused, in their original packaging, and in the same condition they were received within 30 days of purchase to be eligible for a refund. All items must be returned at the customer’s expense. Original shipping costs are non-refundable, except on a case-by-case basis.

Exchanges are not permitted. If you would like to exchange an item, you must return it for a refund. All items must be returned unopened and unused, in their original packaging, and in the same condition they were received. Once we receive your return, we will notify you of whether the refund is approved.

Unfortunately, if a refund request is outside of our 30-day window, it is not eligible for a refund for any reason.

Loose flower is not eligible for a refund for any reason. Kindly note that each strain and batch of loose flower may vary as each grow and harvest is not identical.  Minor variances in these agricultural products are normal and to-be-expected.

Need assistance with a purchase?  Please Contact Us.

If you enter an incorrect shipping address on an order that you placed, you can Contact Us with your order number and the correct shipping address.  We will attempt to update your shipping address before processing your order and send you a confirmation email for this request.

If you didn’t receive an order confirmation email within a few minutes of placing your order, or if you didn’t receive your shipping notification email, please check your Spam or Junk Mail folders.  If it’s there, please move it back to your Inbox.  To ensure you receive our emails in the future, please whitelist CannaBuddy by adding us to your safe senders list.

If it’s not in your Spam or Junk Mail folders, you may have entered your email address incorrectly during checkout.  If you think that this may be the case, please Contact Us, and we’ll help you track down your order information.

Once an order has been processed and is ready to ship, you will receive a confirmation email with tracking information. Once we hand off your order to our shipping carrier, we cannot make any changes and we no longer have any control over its whereabouts.

Please note: Due to the high volume of mail, some tracking information may not be updated at every stop. Do not worry if you see a delay in your tracking information – this is normal. All delays and errors made by the shipping carrier will be the responsibility of the carrier and must be resolved by contacting them.

If you receive tracking information that says that your package has been delivered, please allow at least 2 days after receiving that information before contacting us. From time to time, the Shipping Carrier will report that a package has been delivered, but it won’t actually arrive until up to 2 days later. If it never arrives, please see Help! My package never arrived! for instructions on how to resolve the issue.

Once we hand your package off to the shipping carrier, we have no control over its whereabouts. However, our Customer Support Team is happy to provide assistance. Simply Contact Us, and we’ll will help you track down your order information.

If an item arrives damaged or is missing, please take a photo of the product in question as well as the packing slip upon arrival and immediately contact us. Please submit your order details using our Contact Us form and be sure to provide the required information, including the photo. We will get back to you as quickly as possible

If there was an issue with the shipping address that you provided for your order and it is returned to us, we have to wait until we receive the returned package before we can process it. Once we receive the package, we will notify you that we have received it via email. From this point, you have 2 options:

  • Option 1 – Re-ship your order and pay for postage. You can choose to provide a different shipping address and pay for postage to have your order re-shipped.
  • Option 2 – Cancel your order and refund your purchase. You can choose to cancel your order and have your purchase refunded. Please allow 7 to 10 business days for the purchase credit to appear on your debit / credit card.

IMPORTANT: If we do not hear back from you within 7 days, we will cancel your order and refund your money.

If you experience a problem with any portion of the ordering, purchasing, shipment, or delivery of your order — that has not been addressed in the above FAQs — please Contact Us – we’re here to help.  Our goal at CannaBuddy is 100% customer satisfaction.