FAQs

Whenever you wish to cancel an order, please contact us at (305) 676-6838 as soon as possible. Once your order has been shipped, we cannot accept cancellations. Once your order has been shipped, you can begin the refund process by logging into your account. Most unopened products are eligible for a 30 day refund or exchange. Our refund policy lasts 30 days after the delivery date has passed. For more information on our refund policy, click here. 

Your tracking number will be emailed to you once your order has been shipped. Once you log into your account here, you can also view the tracking number in your account. You can also track your package on our tracking page.

Once you receive your order confirmation email or have created an account during check out, you can find the tracking number in your order history or on the website of your shipping agent (UPS, USPS, FedEx).  

For further assistance, please contact the shipping agent or your local post office. This is because the tracking indicates that your package has been delivered but you have not yet received it. The shipping agent may be able to help you locate your package if you open a delivery claim with them. 

You should be aware that sometimes packages may not arrive on time, and tracking may also be delayed. 

Returns

Our policy lasts 30 days on most unopened products. If 30 days have passed from the delivery date, we unfortunately can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment in 3-7 business days. 

No refunds on any vaping products.   

Here is the link to your account page where you can manage all of your subscriptions. Click on "Subscriptions" on the left-hand menu, about halfway down. You can cancel any subscription at any time, but you can also resubscribe, or subscribe to new products, at any time. Just find the subscription you wish to discontinue and click "cancel."

Throughout the entire life cycle of our cannabinoids and supplements, CBD Mall carefully supervises everything from seed to sale, ensuring quality. That's our CBD Mall guarantee of safety and transparency.

Our lab reports are available here.

In our store, we prioritize the safety and quality of our products. In our store, we only sell hand-selected, non-GMO, organically-grown hemp products. In order to ensure that our cannabinoids and supplements are pure and potent, independent labs have thoroughly tested them. In order to ensure the utmost quality, safety, and purity, our third-party partners test everything.

Here is a link to all our lab reports.

Using your vape is simple as can be! Simply:

• Press the button 5 times to turn your device on.
• Press and hold the button as you inhale.
• Press the button 5 times to turn your device off.

Your order status provides details about any purchase you've made with us. Here's a concise explanation of what each status indicates:

• Needs Manual Review: Your order has been flagged for security concerns and is being reviewed manually by one of our representatives to ensure everything is correct. This process typically takes a few hours, rarely extending beyond 1 business day.
• Ready to Ship: Your order has been confirmed and accepted; we're now preparing your items and will ship them to you soon!
• Pending Shipment: Your order has been processed, packed, and is awaiting pickup by our shipping partner.
• Partially Shipped: A portion of your order has been dispatched and is on its way to you. Some products might arrive separately and at different times.
• Completed: Your order has been processed, shipped, and is on its way. You will receive a tracking number and can expect your package shortly!
• Needs Payment: Your order has been received, but payment is pending. This status often relates to a subscription product with a failed payment. Please update your payment information.
• Canceled: Either you or our team has canceled the order. You will not be charged, and the order won't be fulfilled. If you did not cancel the order, contact our customer support team.

Signing up for our Rewards Program is simple! If you already have an account with us, you're automatically enrolled. If not, just create an account on Diamond CBD, and you're all set—no additional steps necessary.

A gift card is a form of payment that can be used to make purchases at CBD Mall in lieu of credit or debit cards. All you need to do is purchase a gift card and your account will then hold a balance that you or the recipient of the gift card can use on future purchases.

To see your gift card balance, check its expiration date, and find your gift card code, please visit your account's Gift Cards tab.

Your order status tell you the status of any order you’ve placed with us. Here’s a quick summary of what each status means:

• Needs Manual Review: Your order was flagged for security reasons and is being manually reviewed by one of our agents to make sure everything looks good. This process usually takes a few hours and rarely ever more than 1 business day. Hang tight! 
• Ready to Ship: Your order was processed and accepted, we’re working on preparing your products and sending them your way!
• Pending Shipment: Your order was processed, prepared, and is waiting to be picked up by our carrier.
• Partially Shipped: Part of your order has shipped and is on its way to you. Some items, however may arrive separately and at later dates.
• Completed: Your order was processed, shipped, and sent out to you. You'll receive a tracking number for your order and should expect it to show up soon! 
• Needs Payment: Your order was received, but we’re still awaiting payment to fulfill it. This status is usually related to a product subscription with a failed payment. You may need to update your credit card or other information. 
• Canceled: Either you or a member of our team has canceled your order. You will not be charged and the order will not be fulfilled. If you didn’t cancel your order, please contact our customer support team.

To refer someone to CBD Mall, go to to your account and click on the Rewards tab.

There, you’ll find an option to enter any email address you’d like. Click “Invite” after adding all email addresses and we’ll take it from there!

They’ll receive an email with an invitation to join our reward program (and a 60% OFF coupon to use on their first purchase!). There are no limits to the number of referrals and rewards. You can refer as many people as you want! ∂

No matter what sale we are running, we'll always ensure that you receive the highest discount possible here at CBD Mall. We always honor the highest promotion to ensure you get the most savings. For example, if we're running a 45% OFF sale, and you have a coupon for 50% OFF, we will always honor your coupon.

However, we do not allow customers to stack coupons and promotions. So, in the example above, you cannot add your 50% OFF coupon to the 45% OFF sale for 95% OFF (though it would be nice!). In that situation, the highest of the two discounts will be applied to your final bill. 

If we run a Buy 1 Get 1 FREE (BOGO) sale, and you have a coupon for 55% OFF, we'll honor the 55% OFF instead of the BOGO sale. This is because a BOGO is, essentially, a promotion for 50% OFF two products, which is trumped by the 55% OFF coupon. As previously stated, the highest of the two discounts will be applied to your final bill. 

As a reminder, Gift Cards are exempt from all promotions and coupons. Happy shopping!

Your order has been received, but we're waiting for payment to complete the fulfillment process. This often happens with product subscriptions due to a failed payment. You might need to update your credit or debit card before we can process and dispatch your order.

To update your subscription payment method:

1. Navigate to the Subscriptions tab in your Account.
2. Click "View" on the subscription item you'd like to modify.
3. Click the edit icon next to "Payment Details."
4. Choose an existing payment method or add a new card.
   • If selecting an existing method, click on it and save the changes.
   • If adding a new payment method, enter the required information and save your changes.

You can earn points a few different ways. This includes:

• 500 points for creating an account.
• 2,500 points for referring friends who spend more than $50 on their first purchase, and an extra 2,500 points for every 5 people referred.
• 10 points for every $1 spent at our store.
• 100 points for leaving a review. 

Your order was flagged for security reasons and is being manually reviewed by one of our agents. Once we confirm your order is not fraudulent and you are over the age of 21, your order will be approved and shipped.

If our agents require additional information to verify your account, you may receive a call from them. This usually only happens with first-time customers and once we verify your details, you're verified forever. This step is taken to prevent both, potential customers and existing customers from falling victim to fraud, scams, or theft. Age verification is required under federal laws and regulations. 

If our team determines that your order is not fraudulent and you are of legal age to consume our products, your order will be approved. If our team determines that your order is fraudulent or you are underage, or they can't get in contact with you after several attempts, your order will be canceled. 

This process usually takes a few hours and rarely ever more than 1 business day. No other action is needed from your side, just hang tight!

When you refer someone to CBD Mall, you’ll get 2,500 rewards points ($25 value) once they create an account and make a purchase of $50 or more. For every 5 people referred who have made purchases reaching or exceeding the $50 threshold, you’ll get an extra 2,500 points for a total of $150 in rewards points!

To purchase a gift card, you can either visit out Gift Cards page and add them to your cart like you would any other product, or if you're part of our Rewards Program, you can use your points to redeem gifts, including gift cards in various amounts!

Your order has been flagged for security reasons and is undergoing a manual review by one of our representatives. Once we confirm that your order is legitimate and you are over 21 years old, it will be approved and shipped.

If our team needs additional details to verify your account, they may contact you directly via phone call. This generally happens for first-time customers. Once your information is verified, you're set for future orders. This verification process helps safeguard both new and existing customers from fraud, scams, or theft. Age verification is mandated by federal regulations.

If we confirm that your order is legitimate and you're of legal age to purchase our products, your order will proceed. However, if it's determined to be fraudulent, you are underage, or we're unable to reach you after multiple attempts, the order will be canceled.

This review usually takes just a few hours, rarely exceeding 1 business day. No other action is required from you—just sit tight!

Your order was received, but we’re still awaiting payment to fulfill it. This is usually related to product subscriptions with a failed payment. You may need to update your credit or debit card before we can process and ship your order.

To change your Subscription payment method: 

1. Go to the Subscriptions tab in your Account.
2. Click "View" on the subscription item you wish to edit. 
3. Click on the Edit icon next to "Payment Details"
4. Select the existing payment method you wish to use or add add a new card.
5. If using an existing payment method, click on it and save your changes. If adding a new payment method, fill out your information and save your changes.