Mystic Smoke Return, Replacement & Shipping Policy

Effective Date: August 14, 2026

Our Policy

Due to the nature of the products sold by Mystic Smoke, including health, safety, contamination-control, and legal considerations, all sales are generally final once an order has been shipped.

Mystic Smoke does not ordinarily accept physical returns of products after they have been delivered or placed into the shipping network.

When an issue is eligible for resolution, our primary remedy is a like-for-like replacement or comparable replacement, subject to product availability and our discretion.

Nothing in this policy limits any rights or remedies that cannot legally be waived under applicable law.

No Physical Returns

For health, safety, product-integrity, and legal reasons, customers should not ship products back to Mystic Smoke unless specifically instructed to do so in writing by our customer service team.

Unauthorized returns may be refused and may not be eligible for replacement, credit, or reimbursement.

When evaluating a product issue, Mystic Smoke may request photographs, videos, packaging information, batch information, shipping materials, or other reasonable documentation instead of requiring the product to be physically returned.

Defective, Damaged, Contaminated, or Incorrect Products

If a product arrives with an issue that is reasonably attributable to Mystic Smoke or otherwise within our control, we will review the claim and may provide a replacement.

Eligible issues may include:

• Manufacturing defects;
• Damaged or compromised product packaging;
• Confirmed or reasonably substantiated contamination;
• Incorrect products or quantities;
• Significant product defects;
• Missing items from an order; or
• Other comparable fulfillment or product-quality issues within our control.

Approved claims will generally be resolved through a like-for-like replacement.

If the exact product is unavailable, Mystic Smoke may offer a comparable replacement, store credit, or another reasonable resolution at its discretion.

A replacement does not constitute an admission that a product was unsafe, contaminated, defective, or otherwise noncompliant.

Reporting a Product Issue

Customers should contact Mystic Smoke promptly after discovering an issue and provide:

• Order number;
• Description of the issue;
• Photographs or video where applicable;
• Photographs of the product packaging and shipping package;
• Batch or product information where available; and
• Any other information reasonably requested to evaluate the claim.

Customers should retain the product and original packaging until the claim has been reviewed or until Mystic Smoke confirms that they may be discarded.

Claims involving discarded products, missing packaging, insufficient documentation, product misuse, alteration, or circumstances that prevent reasonable investigation may be denied.

Shipping Delays

Once an order has been transferred to the shipping carrier, transit times are outside of Mystic Smoke's direct control.

Mystic Smoke does not provide refunds, credits, or compensation solely because of carrier delays, including delays caused by:

• Weather;
• Carrier congestion;
• Transportation disruptions;
• Holiday volume;
• Natural disasters;
• Incorrect carrier routing;
• Governmental disruptions; or
• Other circumstances outside of Mystic Smoke's reasonable control.

Estimated delivery dates provided by Mystic Smoke or a shipping carrier are estimates and are not guaranteed unless expressly stated otherwise.

This provision applies to delays occurring after the package has been accepted by the shipping carrier.

Lost Shipments

If a package appears to be lost in transit, please contact Mystic Smoke.

A shipment may generally be treated as lost when tracking has shown no meaningful movement or delivery for at least seven calendar days, subject to the circumstances of the shipment and information provided by the carrier.

After the applicable waiting period and reasonable verification, Mystic Smoke will generally reship the order at no additional product charge.

Replacement of a lost shipment is our standard remedy rather than a refund.

Mystic Smoke may require additional time when the carrier is actively investigating the shipment or indicates that delivery remains reasonably expected.

Packages Marked Delivered

Orders shown by the shipping carrier as successfully delivered are considered delivered for purposes of this policy unless evidence reasonably demonstrates otherwise.

Customers should first:

1. Verify the shipping address;
2. Check the surrounding delivery area;
3. Check with household members, neighbors, front desks, mailrooms, or property staff where applicable; and
4. Contact the carrier regarding the delivery.

Mystic Smoke may assist with investigating a disputed delivery but does not guarantee replacement of packages that carrier tracking confirms were successfully delivered.

Claims involving suspected theft after confirmed delivery are reviewed individually and may be denied.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Mystic Smoke is not responsible for delays, failed delivery, or loss resulting from an address incorrectly entered by the customer.

If an order is returned, intercepted, redirected, or lost because of an incorrect customer-provided address, additional shipping charges or replacement costs may apply.

If Mystic Smoke made the addressing or fulfillment error, we will correct the issue at our expense.

Order Changes and Cancellations

Orders may be changed or canceled only if the request is received before the order has been processed or transferred to the shipping carrier.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.

Once an order has been shipped, refunds are generally not available.

Change of Mind, Preference, or Expected Experience

Mystic Smoke does not offer refunds or replacements simply because a customer:

• Changes their mind;
• Does not prefer the product;
• Does not like a particular flavor, aroma, texture, appearance, or consistency;
• Expected a different subjective experience;
• Purchased too much product;
• Found another product at a different price; or
• No longer wishes to use the product.

Natural products and botanical products may exhibit reasonable variation between batches.

Product descriptions, photographs, aroma descriptions, flavor descriptions, effect descriptions, and similar information are intended to help characterize products but do not guarantee an identical subjective experience for every customer.

Customer Damage, Misuse, or Improper Storage

Replacements are not available for problems caused by:

• Improper storage;
• Excessive heat, cold, moisture, or sunlight after delivery;
• Customer modification or alteration;
• Misuse;
• Improper handling;
• Accidental damage after delivery;
• Opening, combining, transferring, or repackaging products in a manner that prevents reasonable evaluation; or
• Use inconsistent with product instructions or warnings.

Replacement Limitations

All replacement claims are subject to review.

Mystic Smoke reserves the right to deny or limit replacement requests where there is evidence of:

• Fraud;
• Abuse of the replacement policy;
• Repeated unsupported claims;
• Misrepresentation;
• Chargeback abuse;
• Product alteration;
• Customer-caused damage; or
• Other circumstances reasonably indicating that the claim is not attributable to Mystic Smoke.

Replacement products do not restart or create a new refund period.

Legal or Carrier Restrictions

Mystic Smoke ships only where we believe shipment is lawful and permitted.

Orders may occasionally be affected by changes in law, regulations, carrier policies, governmental action, or other legal restrictions.

Any such situation will be handled individually based on the circumstances and applicable law.

Customers are responsible for ensuring that products purchased from Mystic Smoke may lawfully be possessed and received in their jurisdiction.

Third-Party Purchases

This policy applies only to purchases made directly from Mystic Smoke or an Endocannex LLC-operated Mystic Smoke storefront.

Products purchased from another retailer, reseller, marketplace, or distributor are subject to that seller's return and replacement policies.

Refunds

Except where specifically approved by Mystic Smoke or required by applicable law, refunds are not offered after an order has been shipped.

Where a qualifying issue occurs after shipment, Mystic Smoke's standard remedy is replacement of the affected product or shipment.

Any discretionary refund, credit, replacement, or accommodation provided in one situation does not create an obligation to provide the same resolution in another situation.

Contact Us

To report a shipping, fulfillment, or product-quality issue, contact:

admin@endocannex.com

Please include your order number and relevant supporting information so that the issue can be reviewed efficiently.