Our goal is for you to have the best experience possible every time you shop with us. Below provides details regarding our policies, coverage and procedures.
1. Returns
All sales are final. We cannot accommodate cancellations, returns, exchanges or refunds.
2. USPS Tracking Status is “Delivered”
If your USPS tracking status is listed as “DELIVERED” our delivery guarantee has been met. If you disagree with USPS tracking, which indicates the package has been delivered, contact your local Post office to discuss the issue.
3. Package Lost in USPS Network
If your package has been stalled for more than 4-5 days or is being oddly redirected, the package may be lost within the USPS network. Notify USA Customer Support of the issue within 14 days from the tracking ship date. In these cases, we will review any USPS alerts for delays and if none are found, we’ll provide a one-time replacement. Forwarded packages are an exception to the policy and are not covered.
4. Seeds Damaged in USPS Transit
This policy provides a one-time same strain replacement for seeds damaged during USPS transit. If your seeds arrive damaged, notify USA Customer Support of the issue within 14 days of the USPS tracking delivery date. Provide clear photos of the front and back of the UNOPENED package. Photos need to show all damaged seed(s) in the claim, the strain name and the seed count on the package. The package must be unopened for the claim to be eligible.
5. Germination Issues
We expect customers to be reasonable and fair. Our policy applies solely to germination and specifically excludes cultivation. Post-emergence growth is the responsibility of the grower since Sensi Seeds is not controlling the environment.
Sensi Seeds maintains rigorous quality standards to ensure the highest percentage of germination. Repeated germination issues are not indicative of seed quality, and we reserve the right to evaluate such claims accordingly.
High volume, multiple strain germination issues or abuse of the germination policy are subject to management review. Management reserves the right to deny or limit the number of germination claims submitted by a customer.
Our germination guarantee applies exclusively to customers who follow the Sensi Seeds paper towel germination method and meet all the terms and conditions described below:
Terms
- Customers must purchase their seeds from the USA website.
Seeds purchased from other websites, vendors, events, seed banks and or stores are not covered by our germination guarantee. - Customers must notify USA Customer Support of germination issues within 45 days from the USPS tracking delivery date.
Eligible claims receive a one-time same strain replacement (per stock availability). - Customers must have used the paper towel method for germination.
Frequent germination issues or abuse of the germination policy are subject to management review. Management reserves the right to deny or limit the number of germination claims submitted by a customer. Provide photos of the seeds in your claim on the damp paper towel. If requested, include photos of the storage conditions used for the seeds. - One claim per seed package.
If you are making a germination claim and you didn’t germinate all the seeds in the package being claimed, the guarantee will only apply to the seeds you attempted to germinate. For example, if you try to germinate 3 seeds from a 5pk, those 3 seeds are eligible to be included in the germ claim but the 2 seeds that you didn’t germinate are not eligible. - One re-shipment per order.
For orders with multiple strains or multiple quantities, there will only be one re-shipment for the order. The first eligible claim against the order will be shipped a replacement. Subsequent qualifying claims against remaining strains on the order, will be provided a coupon for the value of the seeds approved in the claim that didn’t germinate. The coupon value is based on what the customer paid per seed on their order, multiplied by the number of eligible seeds in the claim.
Conditions
All germination claims will be required to provide, at a minimum, the following information and or photos:
- Order number or proof of purchase
- Billing information, including the last four digits of the credit card used to purchase the order
- Strain name(s) and number of seeds for each strain in the claim
- The approximate germination start date
- Germination method used, to include photos of the germination setup showing seeds in the claim and or storage conditions.
Management reserves the right to evaluate claims individually, approve or deny claims, restrict number of germination claims, refuse service, terminate accounts, remove or edit content, or cancel orders at its sole discretion.
Our Replacement Process
USA Customer Support can only work with the BILLING individual, and the inquiry email must match the email listed on the order.
- If you’re the BILLING individual using the correct email, have met ALL terms, conditions, and notification time-frames, request a product replacement by emailing USA Customer Support ([email protected]) using the email listed on the order.
- For customer security, customers must provide the order number and billing information including the last four digits of the credit card used on the order. This is required to allow Customer Support to find the order and verify we are working with the billing individual.
- Order processing may take up to 5 business days before the replacement is shipped. Delivery time is dependent upon location, weather and holidays. Allow USPS an additional 5 to 7 business days to get the package to you.
- Be sure to follow USPS tracking to ensure delivery. Once USPS tracking indicates “DELIVERED” our delivery guarantee has been met.