Shipping & Returns
Do you offer returns?
We accept returns on all unused items if requested within 2 weeks of package receipt. We do not accept returns for any used items and there are no exceptions to this rule.
I need a return.
To file a return, please email firstname.lastname@example.org and provide a picture of your product + the following information:
- Email Address
- Order Number
- Item Being Returned
- Reason for Return
Please allow 1-2 business days for Session to contact you with further instructions.
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 waved.
What's the deal with 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 2pm PST ship out same day (Mon-Fri). Orders placed after 2pm ship the following business day. Items ordered on the weekend will be shipped the following business day.
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.
How long does shipping take?
Once you receive a tracking number, your item should arrive within 3-5 business days. We ship from San Francisco, so states/cities closer to our origin will be delivered in the earlier part of the window.
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 from "S. Good".
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 Canda 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.
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 email@example.com. 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.
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.