Help – Frequently Asked Questions
|Can I update my address?||Only the original person who placed the order (the cardholder) can update their address. As long as the order has not shipped, we can update your address. Please send us an e-mail (from the e-mail address associated with the order) with the order name and the correct address to which you are looking to ship. If the order has shipped, we cannot update your address.|
|Can I cancel my order?||If your item hasn't shipped, send a cancellation request to Session Support: firstname.lastname@example.org and a team member will assist you. If your order has shipped, we cannot cancel the order but will help you create a return.|
|Why is there an authorization on my bank statement if my order didn't go through?||If your order has not been successfully processed, our system would not have charged your card. However, you may still see an authorization or hold on your account. In most cases, these will go away automatically within 1-3 business days and will not post to your account but will remain "pending" until cleared. If you have any issues, don't hesitate to contact our support team; we'll be happy to assist.|
Shipping & Returns:
|What are my shipping options?||During checkout, customers can choose their preferred shipping option:
- Expedited Shipping: 1-2 Business Days once shipped.
- Standard Shipping:, 4-6 Business Days once shipped.
- Free Shipping: 7-14 Business Days once shipped - orders $100+ in Continental US.
*Orders take 1-2 business days to process before shipment.
|When will my items ship?||For most shipments, orders placed before 2:30pm EST will receive tracking within 2 business days. Items ordered over the weekend will not ship until the warehouse re-opens Monday (not including Holidays). This period is subject to change if a delay or backorder is noted on our website banner or a specific product page. We cannot guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.|
|Where is my tracking number?||Once an order is placed, you will receive an order confirmation email. At this point, your order has been confirmed, but it has not been processed. Once the box is packaged and a shipping label is created, you will receive a second e-mail containing a tracking number. Most tracking numbers will not update within the first 24 hours.|
|Do you require a signature on your packages?||We understand this can be inconvenient, but most items over $200 will be shipped with the signature verification to protect you from theft. Session Goods reserves the right to add signature requirement to any order at our discretion for security reasons. This is to prevent fraud and underage orders. We take preventing illicit, underage, or fraudulent orders very seriously.|
|How are my items shipping? Will people know I just bought a cannabis accessory?||Session pieces come in a custom box with built-in foam or paper-pulp trays. We ship all of our products in unassuming brown boxes. However, "Session Corp'' will show up on your billing statement. We cannot change this due to some of our payment provider regulations, and we apologize for the inconvenience.|
|What happens if my items break during shipping?||In the unlikely event you receive a damaged or defective item, Session Goods will replace it at no cost. Notify the Session Support team within 72 hours of delivery with an order number and a few photos of the packaging and damaged item(s). We'll take care of the rest.
*Please don't throw anything away until you speak with a Session Support team member. We might need the package back! We always provide a prepaid return shipping label if you're asked to ship a package.
|Do you offer free shipping on returns?||We do not offer free return shipping at this time. Session Support will provide you with a shipping label. Once we receive the return and confirm the state of the product, Session Goods will issue a refund less the original shipping amount.|
|How long do I have to make a return?||Returns must be requested within two weeks of receiving the product. Once a case is approved, the order must be sent back within 30 days of approval. All cases older than 30 days that have not been sent in or given further communication will be canceled and archived, no longer eligible for return or exchange.|
|How do I ensure I get a full refund?||Only unused items in an undamaged box will be issued store credit or a refund. Once your returned item(s) are received and inspected, we will process the requested exchange, return, or store credit. Session Goods will give returns for store credit the total value of the product. Items returned for a refund will be assessed, and if needed receive a flat $5 repackaging fee per item. If no repackaging is necessary, the fee will be waived.|
|Do you offer international shipping?||At this time Canada & Mexico are the only countries outside of the USA available for shipping. All orders are shipped DDU meaning you will be responsible for any customs fees or taxes.|
|Canadian & Mexican customers:||We are in the process of negotiating better shipping terms to reduce the cost of shipping. When items are shipped across the border, they will receive an updated tracking number. This number will not be automatically given to you, but you can request it by emailing email@example.com. You will be responsible for the payment of any import duties. We do not offer free shipping on Canadian or Mexican returns|
|How do I use Sezzle to pay for my order?||During checkout, select Sezzle as your payment method. After clicking “Complete Order”, you will be redirected to Buy Now, Pay Later with Sezzle to complete your purchase securely. You’ll receive an order confirmation email from Session Goods, and a separate email with your payment schedule from Sezzle. Paying with Sezzle means you’ll pay 4 interest-free payments over 6 weeks. Sezzle will automatically collect your first payment when your order is placed and the remaining three payments every two weeks.|
|Will I be charged interest?||No, Sezzle doesn’t charge you interest to pay in installments. You’ll pay the same order total, but divided into four equal payments.|
|Why don’t I see Sezzle as a payment option during checkout?||Only eligible orders can be paid for with Sezzle. You won’t see Sezzle as a payment option if your order is less than $35.|
|Who do I contact if I have questions about my Sezzle payments or refund?||Please contact Sezzle directly for questions regarding Sezzle payments and refund|
|Where are your products designed and made?||Our team in California designs our products. Our glass is manufactured in China and our cleaning solution is made in Canada.|
|Do you offer a product warrantee?||
We do offer a product warrantee for any new product within 60 days of purchase. This covers any product defects, missing components, and accidental damage.
|Do you offer wholesale?||We do offer wholesale discounts for applicable retailers. To sign up for a wholesale account, visit our Wholesale page or e-mail firstname.lastname@example.org, and a team member will assist you.|
|Do you have an affiliate program?||We offer an affiliate program. To apply to join our program, visit our Affiliate page.|
|Are you interested in collaborating with us?||To request a collaboration, visit our Collaboration page.|
|What is your review policy?||For any review, three stars or under, a Session Support representative will e-mail you directly to attempt to resolve the situation. If you cannot be reached or do not respond, Session Goods will not post the review. You always have the right to request your original review be posted.|
|Do you offer a rewards program?||We have decided to pause our rewards system and will be working towards relaunching it in the upcoming year.|
|Do you offer a referral program?||
We will be relaunching a referral program in the upcoming year.
|Do you offer discounts?||We offer a 15% discount for veterans and seniors. We also offer 25% off to employees of partnered retailers. To receive your discount code, contact us at email@example.com.|
|Feeling lost?||That was a lot of information. Don't worry. We have a team of Session representatives who can answer any problems or questions before or after purchase. For any questions or issues about an online order, please feel free to contact us directly at firstname.lastname@example.org.|