Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
How long will it take to get my order?
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
How do I know my order is shipped?
Once your purchase order is confirmed by email, our friendly staff will get your order ready for pickup by our freight provider. Once collected for dispatch, you will receive a shipping confirmation email from us with your order tracking number and shipping company details.
What shipping carriers do you use?
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
How safe is it to order through HempZone?
We only use the safest payment processing services on the web. If you have any security questions or concerns please check out our payment processors security measures. PayPal.com or Shopify Payments
What are my payment options?
We accept PayPal, Visa, MasterCard, and American Express.
How and where do I apply my discount code to my purchase?
Go to your Cart then Checkout. Before you complete the order, click on Show order summary and enter your discount code in Discount Section. Once you have entered the code click Apply. Your total amount will be updated to reflect the discount. Now you can finalise your purchase by clicking on Complete Order button.
Can I return my product?
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
Can I get my product personalized?
It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.
Can I place an order by phone?
You can place an order only through website.
How can I change my order after it's been placed?
Since the turnaround time on packages are so fast, changing an order after it’s been placed can be tricky. Because of this, we recommend calling or emailing us immediately upon realizing that something may be wrong with your order.
We will always do our best to make sure you’ll get what you need.
0455 889 799 or sales@HempZone.com.au
How do I order a gift for someone?
When ordering a gift for someone, go to Checkout Page and be sure to enter your email address in Contact Information field, as well as all your details under Billing Address section.
Recipient details and address should be entered in the Shipping Name and in the Shipping Information section.
In your Cart under Note, you can leave "Gift" instruction for us. We will make sure to keep all prices and receipts out of the package.
How do I cancel an order?
If you need to cancel your order for any reason, please contact us by calling 0455 889 799 or emailing sales@HempZone.com.au and we will attempt to stop your order from shipping.
Please be aware that it is a time sensitive matter and if too much time has elapsed since the order was placed it may not be possible to cancel the order. We usually dispatch the order within 48 hours.
What to do if my order get lost in the mail?
The first thing to do is contact the carrier your order was sent with and quote your tracking number that was sent to you in your Shipping Confirmation email. If your order is unable to be located by the carrier, please contact us and we will lodge an enquiry from our end.
What to do if my items arrive damaged?
We check every item before sending it you. Most likely your order has been damaged during shipment. Please contact us within 48 hours from receiving the damaged item/s. Please email photos of the damage. Hemp Zone will send new item/s upon receiving damaged goods from you.
What to do if an item is missing from my order?
Sometimes orders can be sent in multiple satchels or boxes as they may have not fit in just one. Please contact us on sales@HempZone.com.au to check if this is the case. If in the rare chance we have missed an item off your order we will arrange to have a replacement sent straight away.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Hemp Zone do not offer any exchanges, credit notes or refunds on used, damaged or lost products.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective, damaged in transit or incorrectly posted to you. If you need to exchange it for the same item, send us an email at sales@HempZone.com.au.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank or Paypal. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@HempZone.com.au.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. It is unopened, unused and in its original saleable condition.
Please do not send your purchase back to the manufacturer.
If you returning incorrectly sent item or damaged item due to transit, we will reimburse you for the return shipping cost or credit your account as per standard delivery charges on HempZone.com.au
In other cases, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We do not offer free return and exchange shipping on International orders or selected oversized items.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
HempZone reserves the right to deny a refund or credit if the product is returned in poor condition/broken due to improper packaging for transit back to us.
Returns Postal Address: HEMPZONE, PO Box 360 Isle of Capri QLD, AU 4217
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery.
What if I change my mind?
If you wish to return an item because you have changed your mind about your purchase, HempZone will offer you an exchange or refund provided that:
You return the item within 14 days of delivery to you;
The item must not have been used, worn, altered, or damaged in any way including that it is in its original packaging. It is unopened, unused and in its original saleable condition.
Unfortunately we are unable to honour change of mind returns for International orders.
Original shipping and handling charges are not refundable for change of mind.
When my return will be processed?
We will aim to process your exchange, credit note or refund within 1-4 working days of receiving the returned product. Once it has been processed you will receive an email notification. Please allow 2-5 working days for any refund(s) to show in your bank account.
You can contact us through our contact page! We will be happy to assist you.