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.

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!

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.

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.

Returns: Most unopened products can be returned within 30 days of delivery. Items must be unused, in their original packaging, and accompanied by a receipt or proof of purchase. Unfortunately, we cannot offer refunds or exchanges for items that have been opened or used, or for returns requested more than 30 days after delivery.

Refunds: Once we receive and inspect your return, we will send you an email to confirm receipt and let you know whether your refund has been approved or rejected. If your refund is approved, we will process it and automatically apply a credit to your credit card or original method of payment within 3-7 business days. Please note that we do not offer refunds on vaping products.

For more information on Chill Clouds' refunds and returns policy, please visit our refund policy.

To cancel a subscription, visit your account page and select the "Subscriptions" option from the left-hand menu. Find the subscription you want to cancel and click "cancel." Your subscription and payments will stop immediately, but you can resubscribe or subscribe to other products whenever you want.

THC gummies can expire, and the expiration date is typically printed on the packaging. Over time, the potency of the THC in the gummies can degrade, resulting in weaker effects. It is generally recommended to consume THC gummies before the expiration date for optimal freshness and potency.

THC gummies typically take around 1-2 hours to reach peak effects and can last for up to 5 hours.

THC is metabolized in the liver and can be detectable in the body for up to several days or weeks after consumption, depending on the drug test used and the method of consumption. However, the length of time THC remains in the body can vary depending on several factors, such as the dosage, frequency of use, and individual metabolism, and there is no definitive answer that applies to everyone.

Chill products are made from all-natural, hemp-derived cannabinoids sourced from industrial hemp grown in the United States.

Yes, all Chill products are legal in accordance with the 2018 Farm Bill, which legalized the cultivation and sale of industrial hemp and hemp-derived products.

Chill is a line of products from Chill Clouds that is designed to provide a relaxing and stress-free experience for all users. With various cannabinoids, vapes, and edibles available, Chill offers a balanced and relaxing buzz that can be tailored to fit your needs.

Chill Plus products offer an extra level of chill, or relaxation, for those days when your stress reaches critical points. It's a more intense version of our Chill products.

Chill Plus is a premium line of cannabinoids from Chill Clouds that offers a higher concentration of active ingredients, providing a more potent buzz and deeper sense of relaxation compared to regular Chill products. It comes in a variety of flavors and formats, including gummies and vape liquids, so you can find the perfect product for your needs.