Shipping & Return

SECTION 1: SHIPPING POLICY

1. Order Processing Time

  • Consumables (Rolling Papers/Tips): Orders are typically processed and shipped within 1-3 business days.
  • Machinery (AgagConebot & Equipment): Due to the complexity of the equipment, machines require pre-shipment calibration and quality checks. Please allow 3-7 business days for processing to ensure your machine is in optimal condition before dispatch.
  • Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days.

2. Shipping Rates & Delivery Estimates Shipping charges for your order will be calculated and displayed at checkout.

  • Standard Shipping:7-15 business days
  • Expedited Shipping: 3-7 business days
  • Freight Shipping (For Large Machinery): Large equipment may be shipped via freight carrier. Once the unit leaves our warehouse, you will receive a specific tracking number and carrier details.

3. International Shipping & Customs We ship worldwide. However, your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.

  • DDU (Delivered Duty Unpaid): Agagtech is not responsible for these charges if they are applied. They are your responsibility as the customer. If you refuse to pay these duties and the package is returned to us, the return shipping costs will be deducted from your refund.

4. Lost/Missing Packages Agagtech is not liable for any products damaged or lost during shipping once the carrier has marked the package as “Delivered”. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

SECTION 2: RETURN & REFUND POLICY

1. Return Window We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

  • Machinery: Return requests must be initiated within 14 days of delivery due to the nature of the equipment.
  • Consumables/Accessories: Must be initiated within 30 days.

2. Eligibility for Returns To be eligible for a return, your item must be in the same condition that you received it:

  • Unused and Clean: Machines must be completely free of any plant matter or residue. For safety and legal reasons, we strictly cannot accept returns on machines that have been used with any tobacco or related products.
  • Original Packaging: Must be in the original packaging with all accessories, manuals, and parts included.
  • Proof of Purchase: You will need the receipt or proof of purchase.

3. Non-Returnable Items Certain types of items cannot be returned:

  • Opened Consumables: Rolling papers, cones, or packaging materials that have been opened or partially used cannot be returned for hygiene reasons.
  • Custom Products: Special orders or personalized items.
  • Sale Items: Unfortunately, we cannot accept returns on sale items or gift cards.

4. Restocking Fee

  • Machinery Returns: Due to the heavy weight and complexity of shipping industrial equipment, all non-defective machine returns are subject to a 20% restocking fee. This fee covers inspection, testing, and repacking costs.
  • Shipping Costs: Original shipping costs are non-refundable. You are also responsible for the cost of return shipping.

5. Return Process To start a return, you can contact us at [Insert Support Email]. If your return is accepted, we will send you a Return Merchandise Authorization (RMA) number and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

6. Damages & Dead on Arrival (DOA) Please inspect your order upon reception.

  • Timeframe: You must contact us within 5 days of delivery if the item is defective, damaged, or if you receive the wrong item.
  • Evidence: For machines, please provide video evidence of the issue. We will evaluate the issue and make it right (repair, replace parts, or exchange).
  • Freight Damage: If a machine arrives with visible damage to the crate or box, please note this on the driver’s delivery receipt before signing, or refuse the shipment.

7. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.