FAQ
Ghost Face Gorilla – Frequently Asked Questions
Shipping & Processing
How long does order processing take?
Orders are processed within 6–72 hours, excluding Sundays and federal holidays. Tracking information is automatically emailed once the order has shipped. Orders placed after 10:00 AM PST on Saturday will ship the following Monday, excluding holidays.
What shipping methods are available?
Orders ship via USPS or UPS, subject to availability at checkout. Shipping options may include:
- UPS Next Day Air
- UPS 2nd Day Air
- USPS Priority Mail Express
- USPS Priority Mail
- USPS First Class Mail
Carrier selection and delivery timelines are estimates and may vary due to factors outside our control.
Are delivery dates guaranteed?
Only USPS Priority Mail Express is a guaranteed service. If USPS fails to deliver an Express shipment within the timeframe stated on USPS.com, the shipping label cost may be eligible for refund upon request. All other shipping methods are non-guaranteed estimates.
Do you offer shipping insurance?
Shipping Insurance is automatically included with all orders unless explicitly removed at checkout. Orders shipped without insurance are not eligible for replacement or refund due to loss, theft, or damage during transit.
Is packaging discreet?
Yes. All shipments are sent in unbranded packaging with no product or company identifiers visible on the exterior. Packages include a Thank You card with QR access to compliance documentation, including a Notice to Law Enforcement. Product packaging includes QR access to the applicable Certificate of Analysis (COA).
Are Ghost Face Gorilla products legal to ship?
Yes. All products comply with the 2018 Farm Bill and contain less than 0.3% Delta-9 THC by dry weight. Shipments include documentation supporting lawful interstate transport.
Do you ship internationally?
No. We currently ship only within the United States, including all 50 states, U.S. territories, and APO/FPO addresses.
Returns & Refunds
What is your return policy?
Ghost Face Gorilla offers a 30-Day Satisfaction Guarantee. Eligible products may be returned within 30 days of purchase for a refund of the product price only. Shipping costs and shipping insurance fees are non-refundable.
What qualifies as an eligible return?
Returned items must be unopened or minimally used, defined as no more than 10% of the product consumed, and returned in original packaging.
What is non-refundable?
- Original shipping charges
- Shipping insurance fees
- Products that exceed usage limits or are returned outside the return window
How do I initiate a return?
Contact support@ghostfacegorilla.com within 30 days of purchase. Return authorization is required prior to sending any items back.
Where should approved returns be sent?
We will provide you with a return address.
When will I receive my refund?
Approved refunds are issued within 2–5 business days after receipt and inspection and are credited to the original payment method.
Is compliadocumentation available for returns?
Yes. Upon request, we can provide a Notice to Postmaster / Statement of Compliance confirming federal hemp legality.
Lost, Stolen, or Damaged Packages
Tracking shows “Delivered,” but I did not receive my package.
Customers must first verify delivery by checking the delivery location and contacting the carrier to initiate a missing package inquiry. If Shipping Insurance was active, contact support@ghostfacegorilla.com to begin the claims process. Orders marked “Delivered” are not automatically eligible for replacement or refund.
What happens if my package is lost in transit?
If the carrier confirms the shipment is lost and Shipping Insurance was active, we will assist with a claim, replacement, or refund in accordance with insurance coverage terms. Orders shipped without insurance are not eligible for compensation for transit loss.
What if my order arrives damaged?
Claims for damaged items must be submitted within 48 hours of delivery and must include:
- Order number
- Clear photos of the outer shipping box
- Clear photos of the damaged product
Failure to provide required documentation may result in claim denial.
What if my package is stolen after delivery?
Once a shipment is marked “Delivered,” responsibility transfers to the recipient. If Shipping Insurance was active, theft claims may be reviewed on a case-by-case basis and may require a police report or carrier confirmation.
What if I entered the wrong shipping address?
Customers are solely responsible for providing accurate shipping information. Orders returned due to incorrect or incomplete addresses may be reshipped at the customer’s expense once received.
⚖️ Compliance & Liability Notice
Ghost Face Gorilla is not responsible for carrier delays, misdelivery, theft after confirmed delivery, or packages shipped without insurance. Filing a chargeback without first contacting support may result in claim denial and account restriction.
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