Frequently asked questions

Here are answers to common questions about our orders, shipping, and policies. If you still need help, please contact our support team.

How do I track my order?

You can track all your order information directly in your account here on the website:

1. Go to the MY ACCOUNT page.
2. Log in .
3. Click on the "My Orders" tab.

• Shipping by Post: After your order is shipped, you will find the tracking code. Use it on the Post Office website: https://rastreamento.correios.com.br .
• Delivery by motorcycle: There is no tracking. Pay attention to the deadline informed at the time of purchase.

Why was my order cancelled?

• Payment via Pix: Make sure you make the payment within the stipulated period. Otherwise, the order will be automatically canceled.
• Payment by Credit Card: Check if there is a limit available, if the card details are correct and if your operator authorized the transaction.
• Security Analysis: If there are discrepancies (e.g.: cardholder name different from the one on the order), the order will undergo a security analysis carried out by our partner company.

Does Weedz® have a physical store?

No, we do not have a physical store. Our products are available exclusively on our official website: www.useweedz.com.br

How can I exchange or return my purchase?

All detailed information about Exchanges and Returns is available on our dedicated page: Exchanges and Returns

I didn't receive my order, what should I do?

1. Please check if your order is still within the estimated delivery time .
2. Check the tracking code (if the shipment was made by post).
3. If the order is awaiting collection at a post office, go there with your tracking code and an identification document .
4. If the deadline has passed and there is no clear information, please contact our customer service team .

Why wasn't my order delivered directly to my home?

• After a few unsuccessful delivery attempts.
• Due to delivery restrictions in the area (check the Correios website: https://www2.correios.com.br/sistemas/precosprazos/restricaoentrega/ ).

In this case, the order will be forwarded to the nearest agency and will be available for collection for 7 calendar days .

To withdraw:

• Present the tracking code.
• Bring a photo ID.

My order is being returned to Weedz®. What should I do?

• If your order has not been collected within the stipulated period, it will be returned to our office.
• Once we receive your order back, our team will contact you to discuss the next steps.

Keep an eye on your registered email and notifications.

Do I need an invoice to return or exchange my order?

No, presentation of the Invoice is not necessary for exchanges or returns.
At the Post Office, you will complete a Declaration of Contents at the time of shipping.

If your question isn't answered here, our support team is always on hand to help!