FAQs

Follow these simple instructions to use your vape:

• Click the button 5 times to turn your device on.
• Press and hold the button while you inhale.
• Click the button 5 times to turn your device off.

The status of your order provides information about any purchase you've made with us. Here's a brief explanation of what each status means:

• Needs Manual Review: Your order has been flagged for security checks and is being reviewed manually by one of our agents to ensure everything is correct. This process usually takes a few hours and rarely extends beyond one business day. Please wait patiently!
• Ready to Ship: Your order has been confirmed and approved. We are currently preparing your items and will ship them to you soon!
• Pending Shipment: Your order has been processed, packaged, and is awaiting pickup by the shipping carrier.
• Partially Shipped: Some items from your order have been shipped and are on their way to you. However, other items may arrive separately and at a later date.
• Completed: Your order has been processed, shipped, and dispatched to you. You'll receive a tracking number, and your package should arrive soon!
• Needs Payment: Your order has been received, but payment is still pending. This status is typically related to a subscription product with a failed payment. Consider updating your credit card or other payment details.
• Canceled: Either you or a team member has canceled the order. No charges will be made, and the order will not be fulfilled. If you didn't cancel the order, please reach out to our customer support team.

Your order status tell you the status of any order you’ve placed with us. Here’s a quick summary of what each status means:

• Needs Manual Review: Your order was flagged for security reasons and is being manually reviewed by one of our agents to make sure everything looks good. This process usually takes a few hours and rarely ever more than 1 business day. Hang tight! 
• Ready to Ship: Your order was processed and accepted, we’re working on preparing your products and sending them your way!
• Pending Shipment: Your order was processed, prepared, and is waiting to be picked up by our carrier.
• Partially Shipped: Part of your order has shipped and is on its way to you. Some items, however may arrive separately and at later dates.
• Completed: Your order was processed, shipped, and sent out to you. You'll receive a tracking number for your order and should expect it to show up soon! 
• Needs Payment: Your order was received, but we’re still awaiting payment to fulfill it. This status is usually related to a product subscription with a failed payment. You may need to update your credit card or other information. 
• Canceled: Either you or a member of our team has canceled your order. You will not be charged and the order will not be fulfilled. If you didn’t cancel your order, please contact our customer support team.

It’s simple: start by choosing 20 or more strains from our full menu. Each month, we’ll handpick either 4 or 8 strains from your personal list—depending on whether you select a Half Ounce or Full Ounce Bundle—and deliver them straight to your door. It’s a fully customized, rotating cannabis experience designed around your preferences!

A gift card is a form of payment that can be used to make purchases at Chill Clouds in lieu of credit or debit cards. All you need to do is purchase a gift card and your account will then hold a balance that you or the recipient of the gift card can use on future purchases.

To see your gift card balance, check its expiration date, and find your gift card code, please visit your account's Gift Cards tab.

To refer someone to shop with us, head over to your account and click on the Rewards tab. There, you’ll find an option to enter any email address you’d like. Click “Invite” after adding all email addresses and we’ll take it from there! They’ll receive an email with an invitation to join Chill's reward program (and a 60% OFF coupon to use on their first purchase!). There are no limits to the number of referrals and rewards. You can refer as many people as you want! 

Joining our Rewards Program is easier than you think! If you already have an account with us, you’re already signed up for our Rewards. If you don't, simply create an account on Chill Clouds and that's it! No further action is required.

Your order has been received, but payment is still pending. This usually happens with product subscriptions when a payment fails. You might need to update your credit or debit card details before we can process and dispatch your order.

To update your subscription payment method:

1. Go to the Subscriptions tab in your Account.
2. Click "View" for the subscription item you'd like to modify.
3. Click the edit icon next to "Payment Details."
4. Choose an existing payment method or add a new card. For an existing method, click on it and save the changes. For a new payment method, enter your details and save the changes.

Your order was flagged for security reasons and is being manually reviewed by one of our agents. Once we confirm your order is not fraudulent and you are over the age of 21, your order will be approved and shipped.

If our agents require additional information to verify your account, you may receive a call from them. This usually only happens with first-time customers and once we verify your details, you're verified forever. This step is taken to prevent both, potential customers and existing customers from falling victim to fraud, scams, or theft. Age verification is required under federal laws and regulations. 

If our team determines that your order is not fraudulent and you are of legal age to consume our products, your order will be approved. If our team determines that your order is fraudulent or you are underage, or they can't get in contact with you after several attempts, your order will be canceled. 

This process usually takes a few hours and rarely ever more than 1 business day. No other action is needed from your side, just hang tight!

You can either purchase a gift card the same way you would any other product! Simply visit our Gift Cards page and select your desired gift card balance amount.  If you’re part of our Rewards Program, you can use your points to redeem gifts, including gift cards.

By referring someone to shop with Chill Clouds, you’ll get 2,500 Chill points ($25 value) once they create an account and make a purchase of $50 or more. For every 5 people referred who have made purchases reaching or exceeding the $50 threshold, you’ll get an extra 2,500 Chill points for a total of $150 in Chill points!

There are many ways to earn reward points! Here's a list of the easiest ways to earn:

• Earn 500 points for creating an account.
• Earn 2,500 points for referring friends who spend more than $50 on their first purchase, and an extra 2,500 points for every 5 people referred.
• Earn 10 points for every $1 spent at our store.
• Earn 100 points for leaving a review (maximum 2 every 30 days).

Your order has been flagged for security reasons and is being reviewed manually by one of our representatives. Once we confirm that the order is legitimate and you are over 21 years old, it will be approved and shipped.

If our representatives need additional information to verify your account, they might call you. This usually only occurs with first-time customers, and once your details are confirmed, you're permanently verified. This process helps protect both potential and existing customers from fraud, scams, and theft. Age verification is required by federal law.

If our team confirms that the order is genuine and you are of legal age to consume our products, the order will proceed. However, if they find the order to be fraudulent, you are underage, or they are unable to reach you after several attempts, the order will be canceled.

This review process typically takes a few hours and rarely exceeds 1 business day. No additional steps are required from you—just sit tight!

Your order was received, but we’re still awaiting payment to fulfill it. This is usually related to product subscriptions with a failed payment. You may need to update your credit or debit card before we can process and ship your order.

To change your Subscription payment method: 

1. Go to the Subscriptions tab in your Account.
2. Click "View" on the subscription item you wish to edit. 
3. Click on the Edit icon next to "Payment Details"
4. Select the existing payment method you wish to use or add add a new card.
5. If using an existing payment method, click on it and save your changes. If adding a new payment method, fill out your information and save your changes.

To redeem a gift card, all you need to do is enter your gift card code in the gift card field during checkout. To find your gift card code, visit the Your Orders tab or look through your email to find the code. 

You can redeem your points on gift cards and other products. You can redeem rewards for as little as 2,500 points, or save up and get greater rewards for a larger amount of points.

To check your gift card balance, you can visit the Gift Cards tab on your account page. There, you'll see your active and inactive gift cards and the remaining balance of any gift cards currently active. 

Alternatively, you can visit our Gift Cards Balance page and enter your unique gift card code plus the email originally used to purchase the gift card. You’ll see your gift card’s remaining balance there as well.

At Chill Clouds, we guarantee that you will receive the highest discount possible, regardless of any ongoing sales. For example, if we're running a 30% off sale and you have a 40% off coupon, we will honor your coupon and apply the higher of the two discounts to your final bill. Please note that we do not allow coupon stacking, meaning you may only use one coupon per purchase.

If you need to cancel your order, please contact us at (754) 799-3939 as soon as possible. We cannot accept cancellations once your order has been shipped. If you missed the cancellation window, you can still request a refund by logging into your account and initiating the refund process. Please note that our refund policy generally allows returns for most unopened products within 30 days of delivery. For more information, please refer to our refund policy.

Once your order has shipped, we will send you a tracking number via email that you can use to track your package on the shipping agent's website, such as UPS, USPS, or FedEx. You can also find your tracking number in your account dashboard on our website. Please note that if the tracking indicates that your package was delivered but you have not received it, you should contact the shipping agent or your local post office for further assistance. It is important to keep in mind that there may be delays in delivery and tracking updates.