Refund and Returns Policy
Buying Big Chief carts online should not feel like a gamble. This page sets out exactly when we refund an order, when we replace it, and what we cannot cover, so you know where you stand before you pay rather than after.
Short version: if we sent the wrong thing, sent a broken thing, or the package never arrived, we make it right. If the product arrived as described and you simply changed your mind, we cannot take it back, because sealed consumable cannabis products cannot be resold once they leave us.
What We Refund or Replace
Contact us within 48 hours of delivery and we will refund or replace an order in any of these cases.
- Wrong item. You ordered a Skywalker OG cart and got something else, or the strain, size or quantity does not match your order.
- Damaged on arrival. A cracked cartridge, a leaking disposable, a broken concentrate jar, crushed pre rolls.
- Missing items. Part of the order is not in the box.
- Faulty hardware. A cart or disposable that will not draw, will not fire, or dies well before the oil runs out. Batteries carry the same cover.
- Never delivered. Tracking stalls or shows delivered when nothing arrived, and the carrier claim confirms the loss.
You choose the replacement or the refund. Most people take the replacement because it is faster.
What We Cannot Refund
These are the limits, and they are the same for every customer.
- Opened or used products where nothing is actually wrong with them. Once a cart has been pulled on, it cannot go back into stock.
- Change of mind after the order has shipped, including not liking a strain or the flavor.
- Orders seized by customs, a state authority or law enforcement. You are responsible for the rules where you live.
- Wrong address supplied at checkout. We can reship once you cover the return shipping.
- Refused deliveries. The original shipping cost is not returned.
- Claims raised after 48 hours from delivery for damage or missing items. We still want to hear about faulty hardware later than that, and we handle those case by case.
How to Start a Refund Claim
- Message us through the contact page or email bigchiefcartla@gmail.com within 48 hours of delivery.
- Include your order number, the name of the product, and what went wrong in a sentence or two.
- Attach photos. For damage, we need a shot of the outer box, the inner packaging and the product itself. For a faulty cart, a photo of the batch label and the QR code on the box helps us trace the batch.
- Wait for our reply. We answer claims within one business day.
Do not throw the packaging away before we have looked at the photos. Carrier claims for damaged shipments need the original box, and without it the claim usually fails.
Do I have to send the product back?
Usually not. For broken glass or a dead cart we settle it from the photos. If we do ask for a return, we send the return label and cover the cost, and we do not charge a restocking fee on a fault that is ours.
How and When Refunds Are Paid
Approved refunds go back to the method you paid with, and we start them within one business day of approving the claim.
| Payment method | Refund route | Typical time |
|---|---|---|
| Chime, Cash App, Venmo, Zelle | Back to the same account or handle | 1 to 3 business days |
| PayPal, Apple Pay | Back to the source account | 3 to 5 business days |
| Bitcoin | Back to a wallet address you give us, at the USD value of the order | 1 to 2 business days |
Crypto refunds are settled on the dollar value you paid, not on the coin amount, because the price moves between the day you order and the day we refund. If the exchange rate has run in your favor and you would rather have store credit, say so and we will issue it instead.
Shipping charges are refunded when the fault is ours. They are not refunded on a refused or undeliverable package.
Cancelling or Changing an Order
An order can be cancelled at no cost any time before you pay, since nothing has been packed yet. Just reply to our email and tell us to cancel.
After payment, we can still change the address or swap a product if the label has not printed. Once the package is with the carrier it is out of our hands, and the claim routes above are the only option.
Discounts and Partial Refunds
Chime and Bitcoin orders carry a 10 percent discount. A refund on one of those orders returns what you actually paid after the discount, not the list price.
If only part of a multi item order is affected, we refund that item and its share of the order, and the rest of the order stands.
Chargebacks
Talk to us first. Almost every dispute we have seen was a shipping delay or a mix up that took one message to sort out.
Opening a chargeback before contacting us freezes the order while the dispute runs, which makes it slower for you, not faster. Accounts that file a chargeback on a delivered and undamaged order are not able to order again.
Refund Policy FAQ
How long do I have to report a problem?
48 hours from delivery for damage, wrong items and missing items. Faulty hardware such as a cart that will not fire is handled case by case beyond that window, so contact us anyway.
Can I return a cart because I did not like the strain?
No. Taste is subjective and an opened cart cannot be resold. If you are unsure which strain suits you, the strain type and effect profile are listed on every product page in the cartridge lineup before you buy.
What if the package says delivered but I never got it?
Check with everyone at the address and with your neighbors, then contact us. We file a carrier trace, which takes 5 to 10 business days. If the carrier confirms the loss, we reship or refund in full.
How do I know the product I received is genuine?
Every box carries a batch label and a QR code. Scan it before you use the product. If it does not verify, photograph the box and contact us straight away. There is more on spotting counterfeits on our about page.
Do you refund shipping?
Yes when the fault is ours, including express upgrades we failed to meet. No on refused or undeliverable packages.
How long does a refund take to show up?
We send it within one business day of approving the claim. After that it depends on your payment provider, typically 1 to 3 days for Chime, Cash App, Venmo and Zelle, and 3 to 5 days for PayPal and Apple Pay.
Still stuck? Email bigchiefcartla@gmail.com with your order number and we will pick it up from there. Shipping timings referenced on this page are set out in full in our shipping policy. Products sold by Big Chief are for adults 21 and over where legal.