Most common questions
How do I cancel my order?
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.
Where is my package and tracking number?
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.
Where can I find information about my order?
To find out information on your order, you will need to contact us by email at firstname.lastname@example.org or calling us at (305) 615-1194 and provide us with your order number.
What methods of payment do you accept?
Through our website, we currently accept Visa, Mastercard, and Discover.
Where do you ship?
We ship to all fifty states.
How much does shipping cost?
Standard shipping is free 2-day express shipping within the United States for orders over $100.
How long after I order will my products arrive?
After we receive your order, it takes 1-2 business days to process. Shipments are sent using the UPS. Shipping times depend on your location and may vary from 2 to 5 business days (Monday to Friday) after processing times. Shipping times do not include any potential for inclement weather, holidays, or backorders.
My order didn't process but funds were taken out of my account. What do I do?
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.
What do I do if my purchase is damaged?
We have a brand new online returns or exchange system. On our new returns page, which you can find here, all we need are your order number and the email you used to place the order. Follow the instructions to select which item or items you would like to return or exchange, and a return shipping label will be automatically generated. Just print out the label, drop it in any mailbox and upon receipt and inspection customer service will process the reimbursement. We always ship via the UPS.
Why does Diamond CBD need to verify my age?
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.
My order says pending when I log in. What does it mean when my order is pending?
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 2 business days, via UPS (UPS business class shipping terms applied).
Once the card is charged, does the order get placed on the same day?
Yes, the order is placed the same day. At this point, you will have the ability to choose your monthly subscription plan which will change the frequency of charge and shipment.