FAQs

If you wish to cancel an order, for any reason, please do so as soon as possible by contracting us at 305-615-1194. Once your order has been shipped we can no longer accept cancellations. At that time you can login to your account and begin the refund process. Please note that our policy lasts 30 days on most unopened products. If 30 days have passed from the delivery date, we unfortunately can’t offer you a refund or exchange. For more information on our refund policy, go here.

Once your order is shipped you will be provided with a tracking number from the shipping agent via e-mail. You will also be able to view the tracking number in your account once you login here. Using your tracking number, you can also track your package on our tracking page here.

Use the provided tracking number to track your package on the shipping agent's website (UPS, USPS, FedEx). Again, the tracking number can be found on your order confirmation email or your order history if you created an account during checkout.  

If the tracking states that the package was delivered but you have not yet received it, please contact the shipping agent or your local post office for further assistance. We recommend opening a research of delivery claim with the shipping agent which may help in locating your packages whereabouts. 

Please be aware there can sometimes be a delay in actual delivery time with packages and that sometimes tracking can be delayed as well. 

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 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 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 find out information on your order, you will need to contact us by email at support@diamondcbd.com or calling us at (305) 615-1194 and provide us with your order number.

Through our website, we currently accept Visa, Mastercard, and Discover.

Standard shipping is free 3-5 day shipping within the United States for orders over $99. If orders are under $99, a standard shipping fee of $9.99 will be applied.

Your order will arrive 3-5 business days after placement. 

Various state and federal laws, along with best practices here at Diamond CBD, require that we verify your age for specific purchases or to view our website. To shop on our site, you must be at least 21 years old. 

If you received an error message when processing your order and did not receive a confirmation email there could be an issue with the billing address you entered. We recommend verifying the correct billing information with your bank. We do not have these funds. The bank holds declined funds for 2-3 business days and then releases them back to your account.

When you log in to check your order, it might have one of several different statuses, one of which is pending. If your order is pending that simply means that we have received your order and it is now waiting to be shipped. Orders will typically ship out 24 to 48 hours after your purchase is placed. Once your order ships the pending status will change. It will be replaced by your tracking number. In addition, we will also email you your tracking information.Your package will typically arrive within 3-5 business days, via UPS (UPS business class shipping terms applied).

If your purchase arrived damaged, please contact our customer support team so we can work to make it right. If your claim is made within 100 days of purchase, you may be entitled to our 100 Day Make-it-Right Guarantee, and we may be able to solve your issue via a return, refund, or replacement. For more information, click here.