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We want you to be satisfied with what you receive. If something is wrong with your order, contact our Customer Service Team and we will work with you to resolve it.
Report any problem with your order as soon as it is delivered. Send us photographs and video of the product and packaging as received, taken before anything is unpacked further, repackaged or moved. The sooner we have that, the stronger your claim is with the carrier or the supplier, and the faster we can resolve it.
Claims submitted more than 72 hours after delivery cannot be approved. The 72 hours run from the carrier’s recorded delivery, not from shipment and not from when the shipment reaches your receiving desk. This applies to shortages, wrong items, damage in transit, product that does not conform to what you ordered, and any request to return an order.
Include the order number, the specific item, and the shipping label showing any visible carrier damage. Keep the product in your possession and in its delivered condition until the claim is resolved.
Premium Flower ships direct to you from the farm and does not pass through our facility. Premium Flower is not final sale.
If what arrives does not conform to what you ordered, tell us within 72 hours of delivery with photographs and video of the product as received. Where a non-conformity is confirmed, we will offer a replacement.
A replacement is issued only once the product has been returned in accordance with our instructions. Because these orders ship direct from the farm, we coordinate the return with the supplier on your behalf and will provide the return address and instructions. Do not ship anything back before you have them, and do not send product to any address we have not given you — unauthorized returns cannot be credited.
Premium Flower is sold by weight and on inspection. It is not returnable for reasons of preference, changed circumstances, resale difficulty or market conditions. We cannot honor a claim on product that has been sold on, consumed, processed or repackaged. A certificate of analysis is available for every lot we ship, at any time, on request.
Where a return is possible, we cannot issue a replacement, refund or credit until the product is back in our possession and inspected. This applies when we sent the wrong item, and to any order you wish to return for another reason.
Do not ship anything back before you have written return approval and a return authorization number from our Customer Service Team. Unauthorized returns will be refused. Do not send products to the manufacturer or supplier unless we instruct you to. To be eligible for return, packaged items must be unused, unopened, in the same condition in which you received them, and in their original packaging. A receipt or proof of purchase is required.
After receiving your return approval, mail your product to:
Highest Goods Distribution
Attn: MIA Retail Systems
322 W 32nd St, Unit D01
Charlotte, NC 28206
Two situations do not require a physical return, because there is nothing to send back: a shortage, where the product never arrived, and damaged product, which is resolved on the photographic and video evidence above. In both cases you must keep whatever you did receive in your possession and in its delivered condition until the claim is resolved.
If any item arrives defective, non-conforming or damaged, tell us within 72 hours of delivery with photographs and video as described above. We will always review a claim that an item arrived defective or damaged, and approved claims are resolved by replacement or an account credit, at our election.
Outside of that, the following are not returnable and not refundable: gift cards, used hardware, worn apparel, and sale or discontinued items. That exclusion does not apply where such an item arrives defective, non-conforming or damaged — those claims are always accepted for review under the terms above.
You are responsible for return shipping costs, and original shipping charges are not refundable, except where the return is due to our error or to non-conforming, defective or damaged product — in which case we cover return shipping. For items over $50 we recommend a trackable service or shipping insurance; we cannot guarantee receipt of an untracked return. Approved returns should be sent to the address our Customer Service Team provides in your return authorization.
Once your return is received and inspected we will email you to confirm receipt and to notify you whether the refund is approved. Approved refunds are processed to the original method of payment within 10 business days of that inspection. Depending on your bank or card issuer, posting can take several additional days. If you have not seen an approved refund after 15 days, contact our Customer Service Team.
Shipping charges quoted before an order is finalized are estimates. Orders may ship as multiple parcels from more than one location, and final shipping may differ from the estimate. If actual shipping differs materially from the quoted amount, we will confirm the revised total with you before charging. Orders paid by credit card are subject to a 3% card processing fee, shown as a separate line on your invoice and refunded proportionally with any approved refund. Payment by ACH, wire or check avoids the card fee.
All products we ship are hemp-derived and tested to contain no more than 0.3% delta-9 THC on a dry weight basis, and a certificate of analysis is available for every lot. Laws governing the sale and possession of hemp products vary by state, county and municipality, and change frequently. You are solely responsible for confirming that the products you order may lawfully be received, possessed and sold in your jurisdiction.
We are not liable for product that is detained, held, seized or destroyed by any customs, regulatory or law enforcement authority, whether domestic or international, and such events are not grounds for a return, replacement or refund. If this occurs, notify us and we will provide the certificate of analysis and shipping documentation to support your response to that authority.
Shipping timelines are estimates and are not guaranteed. Once an order has shipped we are not responsible for carrier delays, which can result from weather, courier error and other factors outside our control. We will gladly open an investigation with the carrier on your behalf, but delay alone is not grounds for a refund or a reship. Order cut-off times and holiday timelines are set out in our Shipping Policy.
If you have a problem with an order, contact our Customer Service Team first. We resolve nearly everything directly and quickly. Please give us the opportunity to do so before filing a dispute with your card issuer, as a dispute suspends our ability to process a return or credit while it is open.
Customer Service Team — info@highestgoods.com
Effective September 18, 2026. Version 2.5. This policy applies to orders placed on or after the effective date. Orders placed before that date are governed by the policy in effect at the time of purchase.
