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 are able to update your address. Shoot us an e-mail (from the e-mail address associated with the order) with the order name and the correct address that you are looking to ship to.
If the order has been shipped, we are unable to update your address.
|Can I cancel my order?||If your item hasn't been shipped, send a cancellation request to customer service: email@example.com and a member of the team 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 was not successfully processed, our system will 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 remain "pending" until cleared. If you have any issues, please contact our support team and we'll be happy to assist.|
|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, a refund will be issued less the amount of shipping.|
|How long do I have to make a return?||Returns must be requested within 2 weeks of receiving the product. Once a case is approved it 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 brand new items in an undamaged box will be issued store credit or for a refund. Once your returned item(s) are received and inspected, we will process the requested exchange, return, or store credit.
Returns for store credit will be given the full value of the product. Items returned for a refund will be assessed a flat $6.50 repackaging fee per item from the value of the refunded product to be assessed by our returns team at the time of exchange. If no repackaging is necessary the fee will be waived.
|Do you offer Free Shipping?||At this time Session is unable to offer customers free shipping. We know it's a drag, and we are actively working on a free shipping option for the future.|
|When will my item ship?||All orders placed before 2:30pm PST will receive tracking within 2 business days. Items ordered over the weekend will not ship until the warehouse re-opens Monday (not including Holidays).|
|Where is my tracking number?||Once an item is ordered, you will receive a shipping confirmation. At this point, your order has been confirmed, but it has not been packaged. Once the box is packaged, you will receive a second email containing a tracking number. Most tracking numbers will not update until 24 hours after you receive them.|
|Why isn't my tracking number updating?||Due to high volume of shipping online due to COVID19 we have seen carriers not scanning in tracking numbers. The shipment is moving, but the tracking will not update until the shipment is about to be delivered.|
|How long does shipping take?||Once you receive a tracking number, your item should arrive within 5-8 business days. We ship from Moreno Valley, CA, so states/cities closer to our origin will be delivered in the earlier part of the window.
Expect delays in transit times once an item leaves our warehouse due to COVID19.
|Why is an adult signature required upon delivery?||We understand this can be inconvenient, but all items over $75 will be shipped with the signature confirmation to protect you from theft.|
|Will people know I just bought a bong?||Nah, 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 Visa/Mastercard regulations, and we apologize in advance for the inconvenience.
|Do you offer international shipping?||At this time Canada is the only country outside of the USA available for shipping. If you would like to be notified when the product becomes available to ship to your individual country, please list your country when signing up for our newsletter.|
|Canadian customers||We do offer shipping to Canada. 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 firstname.lastname@example.org. You will be responsible for payment of any import duties. We do not offer free shipping on Canadian returns.|
|What happens if my item breaks during shipping?||In addition to a pre-shipment inspection, Session pieces come in a custom box with built-in foam. Each box is then placed in bubble wrap in a discreet brown box.
In the unlikely event you receive a damaged or defective item, Session will replace it at no cost. Notify our 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.
Don't throw anything away until you speak with a rep; we might need the package back! In the event you're asked to ship a package back, we will always provide a prepaid return shipping label. Learn more about our return policy or file a return using the links below.
|Do you have wholesale?||We do offer wholesale discounts for applicable retailers. To request a wholesale account send an email to email@example.com and a member from our team will assist you.|
|Where is your glass made?||Our products are made in China.|
|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 both 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.