Shipping and Returns Policies & FAQ
- Domestic and international shipping options
- Imperium Roots only ships within the United States
- Local delivery options
- All orders are delivered through a carrier
- In-store pickup options
- In-store pickup options are available at our Odessa, TX locations. This may be expanded to other towns or cities in the future.
- Shipping costs
- Orders over $50 ship free
- Imperium Roots may run promotions from time-to-time offering free shipping on orders that total less than $50
- Orders that are not eligible for free shipping ship at a rate of $8.50 for standard shipping. Expedited shipping fees may vary by delivery service type and package weight and dimensions.
- Carriers used
- Imperium Roots ships all products through the USPS. The USPS is required to ship hemp products within the United States. This requirement ensures that the customer's package has the best chance to arrive as compared to shipping via UPS or FedEx.
- Processing times
- The vast majority of orders placed Monday through Friday, before 3PM Eastern Time are processed and shipped the same day; however, please allow for up to 1-2 business days for your order to be processed and shipped.
Returns
- Which items can be returned or exchanged
- All products that are shipped and received damaged or non-function will be replaced by Imperium Roots at no additional cost to the customer.
- All Products, except for vape products, that are purchased from an Imperium Roots retail location may be returned for a refund or exchanged if the product is unopened and undamaged. Customer have up to three business days to return or exchange the product.
- Which products are "final sale"?
- Vape products sold at an Imperium Roots retail location are marked as final; however, vape products may be inspected and tested in store at the time of purchase. Vape products that are tested at the time of purchase can be exchanged if the product does not function as intended.
- Amount of time the customer has to request a refund or exchange.
- See above, customers have 3 business days to request a refund or exchange, except for vape products purchase from an Imperium Roots retail location.
- How to initiate a refund or exchange
- If purchased online, please email Imperium Roots customer service at [email protected]
- If purchased at a retail location, please contact the store directly.
- How the refund will be processed (i.e., store credit or original payment type).
- Refunds are processed according to the customer's original payment type.
Which days do you ship?
Imperium Roots ships Monday through Friday and typically ships the same day if your order is placed prior to 3PM Eastern Time. Orders placed after 3PM on Monday through Thursday are typically shipped the next business day. Orders placed after 3PM on Fridays, and orders placed on Saturday or Sunday are shipped the following Monday.
Who is your shipping carrier?
All packages are shipped via the United States Postal Service (USPS) Priority Mail services. Domestic deliveries arrive in 1-3 business days depending on the destination location. Tracking and insurance are included.
What happens if my product is incorrect, damaged, or not received?
Customer satisfaction is a priority at Imperium Roots, and the customer service team will strive to resolve any issues in a timely and convenient manner. Please contact Imperium Roots to resolve any issues with your order via email at [email protected]. The following options are available to resolve an issue with a product delivered or lost in transit:
- Damaged or non-function products: Imperium Roots will replace the product(s) at no additional cost to the customer. Alternatively, the customer can request a refund. In the case of a refund, Imperium Roots may require the customer to return the product(s). Imperium Roots will provide a return shipping label if a return is required.
- Product was not delivered or was lost in transit: Imperium Roots will replace any products that were not delivered, and Imperium Roots will investigate with the carrier. If multiple attempts to ship and deliver the product fails then Imperium Roots may require future orders be shipped to an alternative location or ship products to be held by the carrier for customer pickup.
Will I have to sign for my package?
Typically, signature is not required and your discreet package will usually be left in your mail box or at door depending on the size of the package. Note that this requirement may change if regulations change. Check the product description to learn If a signature or adult signature is required.
Do you offer free shipping?
Yes, if your order totals at least $50 then standard shipping is free. Keep on the lookout for specials offering free shipping. The best way to stay in the loop is to sign up for the Imperium Roots newsletter and follow us on Instagram @imperiumroots.
What if my package is opened by the mail carrier or law enforcement?
Imperium Roots offers discreet shipping in USPS packaging and the outside of your package will not include any indication of the contents found within the package.
In addition to discreet shipping, Imperium Roots includes a Letter to Law Enforcement Authorities notifying the reader of the legal status of the products shipped to our customers. Along with this letter you will find a Certificate of Analysis (“COA”) for any consumable products. This COA will show the results of third party testing that confirms the products are legal hemp products. These results will always include a potency test, and typically also include a terpene analysis and test results for contaminants. Product transparency is of the utmost importance to the Imperium Roots team.