Frequently Asked Questions

General Questions

Q: What is Canna Box?
A: Canna Box is an online store offering collectible glass art traditionally and solely intended for tobacco use or concentrated essential oils, by legal adults. You must be 21 years or older to order or purchase from our website.

Q: How can I contact customer support?
A: You can reach us via email at [email protected] or call us at +61. Our team is here to assist you with any questions or concerns.

Q: Who can use this website?
A: You must be at least 21 years old to access or purchase from Canna Box.com. We prosecute against all credit card fraud and reserve the right to refuse service to anyone for any reason.

Shipping Questions

Q: Where does Canna Box ship?
A: We offer shipping exclusively within Australia. We do not ship internationally.

Q: How much does shipping cost?
A: We offer two shipping options: Standard Shipping at a flat rate of $19.99 (5-20 days) and Express Shipping at a flat rate of $39.99 (3-5 days).

Q: How long does it take to process my order?
A: Orders are processed within 36-48 hours. If placed before 10 AM, most orders are processed within this timeframe, though delays may occur during holidays or special sales (up to 2-3 days).

Q: Who handles the shipping?
A: All packages are shipped via Australia Post or our trusted partner carriers. Tracking labels are emailed to you once the package is picked up by the carrier.

Q: Is the packaging discreet?
A: Yes, we ship in plain cardboard boxes (brown or Australia Post boxes) with no mention of “Canna Box” or smokeware on the packaging. However, “Canna Box.com” will appear on your credit card statement.

Q: What if my item arrives broken?
A: If your package arrives damaged, contact us at [email protected] or +61 within two days of receipt with photos and documentation. We’ll replace it with the same or an equivalent piece.

Return and Refund Questions

Q: Can I return my purchase?
A: Yes, we accept returns on unused products and electronics in unopened packaging within 30 days of purchase. Used items cannot be returned under any circumstances. See our Returns Policy for details.

Q: How do I submit a return request?
A: Sign in to your Canna Box account, go to the Return Portal, verify your email, select your order and items, and submit the request. You’ll receive a shipping label and store credit (minus shipping costs). Email us at [email protected] before sending the return.

Q: What if my item is damaged or defective?
A: Do not return it. Contact us immediately at [email protected] or +61, and we’ll assist you personally.

Q: Can I get a credit card refund?
A: Credit card refunds can be requested after we receive and inspect your return at Australia. Refunds are issued only to the original card used for purchase.

Payment and Account Questions

Q: What happens if my credit card payment is flagged for fraud?
A: All credit card orders are subject to verification if our system detects potential fraud. We do not store images or credit card information, and all verification data is deleted once the order is confirmed. See SECTION 6 – Accuracy of Billing and Account Information in our Terms and Conditions.

Q: How do I update my account information?
A: You’re responsible for keeping your account and billing information (email, credit card details) current and accurate. Update it in your Canna Box account to ensure smooth transactions.

Privacy Questions

Q: How does Canna Box protect my personal information?
A: We use industry-standard security measures like SSL encryption for credit card data and store your information securely at Australia. See our Privacy Policy for details.

Q: Will my information be shared?
A: We do not sell your personal information. It may be shared with partners to operate the site or as required by law, but only with your consent or under special circumstances outlined in our Privacy Policy.

Q: How long do you keep my data?
A: Transactional data is kept for 7 years, marketing data until you opt-out, and account data for 2 years after inactivity, after which it’s deleted or anonymized.

Website Usage Questions

Q: Can I use content from the site?
A: This site is for personal, non-commercial use only. You may not copy, reproduce, or distribute any part without written permission from Canna Box. See our Terms and Conditions.

Q: What if I see an error on the site?
A: We’re not liable for inaccuracies or omissions on the site. We may correct errors or cancel orders without notice if information is inaccurate.

Contact Us

If your question isn’t answered here, feel free to reach out: