Frequently Asked Questions (FAQ)

Here are the answers to the most common questions about orders, deliveries, and Weedz® policies . If you still have any questions, our team is ready to help you.

How do I track my order?

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

1. Access My Account

2. Log in

3. Click on “My Orders”

📦 Shipping via Postal Service:
After shipping, you will receive the tracking code .
Use it on the official postal service website:
https://rastreamento.correios.com.br

🏍️ Motorcycle Courier Delivery (Rio de Janeiro):
This shipping method does not include tracking , so please pay attention to the delivery time indicated during checkout.

❌ Why was my order cancelled?

Some common reasons:

• Payment via PIX: the payment was not completed within the deadline.

• Credit card: insufficient credit limit, incorrect card details, or card issuer not authorized.

• Security analysis: Discrepancies in information (e.g., account holder's name different from the order) may trigger additional verification by our anti-fraud partner.

💡 Tip: Check your email — we always notify you of any issues before cancellation.

Does Weedz® have a physical store?

Not yet — for now, we are 100% online.
You can find all official products here on our website.

How can I make an exchange or return?

No mystery.
All the information is explained step by step on our page:
Exchanges and Returns

I haven't received my order. What should I do?

Follow these steps:

1. Please check if your order is still within the estimated delivery timeframe .

2. Check the tracking code (if shipping via postal service).

3. If it is listed as "awaiting collection" , please go to the indicated agency with:

   • Tracking code

   • Photo identification document

If the deadline has passed and the order hasn't arrived or isn't updating in the tracking , contact our customer service team — we'll work it out together.

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

This can happen for two reasons:

• After unsuccessful delivery attempts.

• Due to delivery restrictions in your area.
  (You can check if your zip code has restrictions here:)
  https://www2.correios.com.br/sistemas/precosprazos/restricaoentrega/

In these cases, the order is sent to the nearest post office , where it will be available for pickup for 7 consecutive days .

To remove, take:

• Your tracking code

• An identification document with a photo

My order is being returned to Weedz®. What now?

If the order was not picked up on time or the address was incorrect, it will automatically be returned to our distribution center. As soon as the product arrives, we will contact you to confirm the new shipment .

⚠️ Warning: reshipping will be charged according to the new shipping cost.
Keep an eye on your registered email and order notifications.

Do I need the invoice to exchange or return a product?

It is not necessary!
At the post office, you only need to fill out a Content Declaration at the time of shipment. The electronic invoice is already registered in our system.

💬 Still have questions?

Our customer service team is always available to help you with any questions — whether it's about orders, shipping, or exchanges.

Talk to Weedz® and we'll resolve everything quickly and transparently.