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How can we help you?

General Questions

Delivery

Who do you post with?

For deliveries within the UK we use DPD and Royal Mail as our couriers.

Why doesn't my tracking number work?

After receiving your tracking information please allow a couple of hours for the tracking system to update.

When will my order arrive?

Did you order before 3PM Monday to Friday? If so we expect your order to arrive the next working day.

A working day is Monday to Friday, however you could receive your order on the Saturday.

A bank holiday is not a working day.

I ordered before 3PM, why hasn't my order been dispatched?

We work hard to dispatch all orders the same working day when you order before 3PM. On rare occasions we can be overwhelmed by the amount of orders that rush in and we might be delayed in getting your order out to you. On other occasions your chosen courier may have already collected before 3PM that day.

Can I track my delivery status?

Yes, when your order is dispatched you will receive a tracking number which will link you to track your order delivery.

Is postage insured?

All orders we dispatch to the UK are fully insured against damage and loss. This means we will replace or refund your order if it does not arrive.

Why hasn't my tracking updated?

Your tracking will update as your order progresses through the delivery network. When you receive a dispatch confirmation email from us this means your chosen courier has collected your order. 

Some Royal Mail orders might show as "label generated" - Although Royal Mail collect from ourselves directly due to backlogs within Royal Mail there could be times when your delivery is not scanned until the next working day.

Do I have to wait in for my order?

Your order will be typically dispatched in large letter format that can be posted through your letter box saving you from having to wait in.

High value orders will require somebody to be at the delivery address to accept the order.

Is postage discreet?

Yes. We post in discreet smell-proof packaging that doesn't reveal the contents of your order or where you've ordered from.

My order is late - what do I do?

Has it been more than ten working days since you received your order dispatch email? If not then please don't contact us as there's nothing we can do for you at this point as your order will not be considered late.

We utilise a system which allows us to track which deliveries have not turned up to our customers and if more than ten working days pass without delivery confirmation our system will automatically create a replacement for your order.

We guarantee ALL orders to arrive or we will replace or refund you the order value.

What is a working day?

A typical working day is Monday to Friday in the UK. Saturday is not considered a working day however some delivery partners may attempt to delivery on this date. Although Graded Green operate seven days a week, our delivery partners typically work Monday to Friday.

Throughout the year the UK have a number of Bank Holidays. These are not considered working days. 

The following bank holidays in the UK remaining for 2020 can be found on the Governments website: https://www.gov.uk/bank-holidays

We do not offer bank holiday delivery. 

International Delivery

Do you deliver around the world?

We ship internationally.

How long does international delivery take?

Where possible we will ship your order with UPS. This means delivery can usually be made within three days globally.

Changing your order

Can I cancel my order?

Orders cannot be cancelled once placed.

Can I change my order?

You cannot change your order once it has been placed.

Payments

How do I pay?

We accept all major credit and debits cards issued around the world - Visa, Mastercard, AMEX and Maestro.

Is paying safe?

Yes. Our site is fully encrypted using side-wide SSL technology meaning nobody can steal information you provide.

Can I pay using PayPal?

We do not accept PayPal as they do not allow companies selling CBD products to use their services, sorry!

Is there alternative payment methods?

Due to the large amount of orders we receive on a daily basis it is not possible for us to offer alternative payment methods other than what you see at checkout.

How long does it take to receive a refund?

If we've refunded your order it will usually appear back in your account within 24 hours.

Making a return

Can I make a return?

Some products are eligible to be returned. This  does not include any perishable items such as CBD tea. Please contact support@gradedgreen.com if you wish to make a return.

Who pays for return postage?

If you've received a wrong or damaged order we will always pay for return postage. If you just wish to return your order within the 31 day return period then we politely request that you pay for the return postage.

Contacting Us

How do I contact you?

Please search all the available Frequently Asked Questions before reaching out to our team. Due to the pandemic our support staff is working from home so please only email us if you have to.

If you're contacting us about an order that is yet to turn up then please allow ten working days since receiving the dispatch confirmation before emailing us as our team will not be able to assist you as the postage service will not consider your mail late if ten working days hasn't passed since we dispatched it.


If your question hasn't been answered on this page then please contact us via email: support@gradedgreen.com

We guarantee a response to your email within 24 hours. Emails are answered from 8AM to 6PM Monday to Friday. Email responses during the weekend might be delayed until Monday.

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