What if something is wrong with my order?

Your order

If something's wrong with your order

Short answerCheck your order at the door before you accept it and pay. All sales are final and there are no refunds; at the door you accept the whole order or refuse the whole order. If something isn't right, tell your driver before you accept, or call us at 857-242-0721.

We want every delivery to be right. If something isn't, here's how to handle it, starting with the most important moment: the hand-off at your door.

Check your order at the door

When your driver hands you your order, please take a moment to look it over before you accept it and pay. Check that the items and quantities match your order, and that the packaging is sealed. Your order page and your emailed receipt list exactly what you ordered.

Our policy: all sales are final

All sales are final. There are no refunds. At the door you accept the whole order or refuse the whole order. We can't take back part of an order.

We know that's firmer than some shops. Cannabis is a regulated product, and like an alcohol sale, once it has been delivered and accepted it can't be returned. That's why we ask you to confirm the policy at checkout, and why the check at the door matters. You can read our full refund policy.

If something's wrong before you accept

Tell your driver right away. You can:

Refuse the whole order. Your driver takes everything back, and you don't pay. If you used points, they go back to your balance.
Call us from the door at 857-242-0721 so our team can help sort it out while your driver is there.

Because it's the whole order or nothing, your driver can't take back one item and leave the rest.

If you notice something after your driver has left

Call us at 857-242-0721, chat with us on this site or email [email protected]. Please have your order number handy (it starts with DR-) and tell us what happened. A photo helps. We can't offer refunds, but we'll listen, look into it, and tell you what we can do.

Other things that can go wrong

Your driver couldn't find you, or a fee looks wrong. See When your driver arrives, then contact us and we'll check the delivery record with you.
You need to change or cancel. See Changing or cancelling an order.
A question about a charge. See Paying at the door.
A problem with a product itself, such as packaging or labeling. Tell us: we take product reports seriously and check them against the product's records.

Product warnings

Massachusetts requires certain warnings for cannabis products. You'll find them in full on our responsible use page.

We read every message

Whatever happened, please tell us. It helps us put things right for you and for the next customer.

Paying at the door: delivery fee, cash, debit and tipsYou pay your driver at the door with cash or a debit card. Nothing is charged online and orders aren't prepaid; we never ask for your card number online, so card numbers never reach our systems. The amount due at the door is rounded up to the next whole dollar for easy change, and checkout shows it. Paying by debit: your driver will ask to charge the amount due rounded up to the next $5, and the card reader adds a $3.50 fee on top. The rounded-up amount is not given back as change. Checkout shows the amount to expect on your card before you place the order.
When your driver arrives: the wait and missed deliveriesYour driver waits at least 5 minutes and calls or texts you while they wait. If no one is there, a $10 missed-delivery fee is added to your next order as its own untaxed line. The person who placed the order must be there with their physical ID.
Changing or cancelling an orderCancel free until your driver is on the way. After that, cancelling costs $4. The fee is added to your next order. You can change the delivery window or items within 5 minutes of ordering, before it's packed, and update delivery notes until your driver is on the way, all from your order page.

Last reviewed September 27, 2026. All help articles · Call 857-242-0721