Overview
At Collective Express, we value every customer and strive to make your shopping experience simple, secure, and satisfying. Please review our policies carefully before placing your order. By completing a purchase, you agree to the terms outlined below.
Our refund and return policy lasts 30 days from the date of purchase. If 30 days have passed, unfortunately, we cannot offer a refund or exchange.
All returns must be unused, unopened, and in the same condition you received them, including the original packaging.
🚚 Shipping Policy
Domestic Orders
- Orders over $50 (after discounts) qualify for FREE Ground Shipping.
- Orders over $100 (after discounts) qualify for FREE Priority Shipping.
Collective Member (CM) Perks
- CM orders $50+ (after discounts) get FREE Ground Shipping.
- CM orders $100+ (after discounts) get FREE Priority Shipping.
International Orders
We ship internationally with tracking. Please note that processing takes up to 48 hours (excluding weekends).
For select special orders, a decoy option may be used to ensure safe delivery — pricing and eligibility will vary per order.
FedEx International starts at $450.
Shipping times vary by destination and customs process.
🔁 Reshipping Policy
Domestic Orders
We will reship your order if:
- Tracking has stopped updating for 2 weeks, or
- Tracking shows the package was seized.
International Orders
⚠️ Due to customs risks, no reships or refunds are offered for international orders.
No exceptions. Customers assume full responsibility for international shipments.
💰 Refunds, Returns & Store Credit
To be eligible for a return:
- Items must be unused, unopened, and in original packaging.
- A receipt or proof of purchase is required.
Once your return is received and inspected, you’ll be notified via email. Approved refunds will be processed to your original payment method or issued as store credit, depending on the situation.
Partial Refunds or Store Credit May Be Granted When:
- Items are returned in less-than-perfect condition (not due to our error).
- An approved reship claim is resolved via store credit.
Non-Returnable Items
- Cannabis products, edibles, and perishable goods
- Gift cards and promotional items
- Downloadable or digital products
- Health and personal care products
- Sale items and limited drops
🚫 Please do not send purchases back to the manufacturer.
🎥 Claim Policy
To process any claims for missing, incorrect, or damaged items, customers must provide a clear unboxing video showing:
1️⃣ The sealed package before opening
2️⃣ The full unboxing process
3️⃣ Counting or weighing all products received
- Video proof is mandatory for refunds, replacements, or reships.
- Photo evidence may be submitted as backup, but video is required to approve any claim.
⚠️ No video = No refund, no reship, no replacement.
This ensures fairness and transparency for both you and our shipping team.
⚠️ Customer Responsibility
Please double-check your shipping address before placing an order. Collective Express is not responsible for lost or undeliverable packages due to incorrect or incomplete addresses provided by the customer.
🕒 Late or Missing Refunds
If you haven’t received your refund yet:
- Check your payment account again.
- Contact your card company or bank — it may take a few business days to post.
- If you’ve done all this and still haven’t received it, please email us at [your email].
✉️ Shipping Returns
To return your product, please mail it to:
📦 [Your Return Address Here]
Customers are responsible for return shipping costs, which are non-refundable.
If a refund is approved, the return shipping cost will be deducted from the total.
🪴 Final Note
By placing an order with Collective Express, you confirm that you have read, understood, and agreed to our Refund, Return & Shipping Policy.
If you have any questions, please reach out to our support team at [email protected] — we’re always happy to help! 💚