ORDER ISSUES

What if an item in my order is out of stock?

We understand how frustrating it can be when a product you were hoping to get is out of stock. That's why we offer two options for you in this situation. 1. You can opt to substitute the out-of-stock product with a similar one. Our team carefully selects these substitutes to ensure they are of the same quality and increments. This way, your order can be fulfilled without any delays. 2. You can choose to receive store credit instead. This credit can be used towards any future purchases with us and does not expire. Our team will contact you via email to provide any updates and credit.

Last updated on Nov 05, 2025

Do you accept returns?

At ATOM Products, we want to clarify our return policy: We do not accept returns, but we offer refunds (via store credit). Our reasons for not accepting returns include quality assurance, health and safety, cost efficiency, product integrity, and regulatory compliance. If you receive a damaged or faulty item, find out how to Request a Refund. Your satisfaction is our priority, and we are here to help.

Last updated on Nov 05, 2025

What if my edibles arrive melted?

While we do our best to ensure our products are shipped and delivered in a timely manner, edible products can sometimes be affected by the temperature during transit over the summer months. In the event that your edibles arrive melted, here are a couple helpful tips: (1) Rest assured, these are still perfectly safe to use! We recommend popping them in the fridge to harden them up, and from there you can cut them into even pieces to dose effectively. (2) We are now including Cold Packs for mail orders that include edibles (note: these are not included in same day or next day deliveries). This should help to prevent edibles melting during transit. If you notice this product has been added to your order, this is why! (3) If your edibles still arrive melted, please send photos to the team as soon as possible, and we can look into possible resolutions. Since we are not able to guarantee environmental conditions during transit, refunds are not guaranteed, but we will always do our best to find a solution for you.

Last updated on Nov 05, 2025

HOW DO I USE MY REFUND CODE?

Once you have submitted a Refund Request, and your request has been approved, you will receive a refund code via email. This refund code is equivalent to the dollar value of your refund, and can be redeemed at checkout toward your next purchase. A refund code looks like this: refund_123456 To redeem your refund code, simply enter the code next to Have a Promotion Code? and click APPLY COUPON. If your refund includes free shipping, this coupon will also apply toward free shipping. Refund codes not expire!

Last updated on Nov 05, 2025

HOW DO I REQUEST A REFUND?

If you've encountered any problems with your order like getting a defective product, something that doesn't match what you ordered, an item that wasn't sent, or your order not being delivered at all, you can request for a refund. To request a refund, simply navigate to My Account, pull your order history, locate the item(s) you would like to request a refund for, and click Ask for a Refund. Your refund request will be submitted and an agent will follow up with you once a decision has been made. If your refund request is approved, find out how to use your Refund Code. To check on the status of your refund request, simply click on My Refund Requests under My Account. The request will either be approved or rejected -- if the status is in processing, or on hold, that means a decision has not yet been taken. Refund requests for product issues are handled via a ticketing system, and dealt with in the order that they are received. Refund requests are handled within 24-48 hours of submission. Important: In cases of defective or damaged product, or any product issues (such as wrong product received, missing product, etc.) it is our custom to ask for photos. The reason we ask for photos is so that we can provide valuable feedback to our vendors and shipping team to prevent similar issues in the future. Please know that when we ask for photos, it is not to question your honesty or integrity. Our main goal is to ensure that our customers receive the best possible resolution and to provide detailed feedback to our partners. *Please note as we enter the warmer months, certain products, including but not limited to, edibles and concentrates may melt or alter consistency during transportation. When ordering, be sure to keep an eye on your tracking so you can retrieve your order as soon as possible. We suggest placing any effected items in the fridge to cool down. All products will remain safe to consume.

Last updated on Nov 05, 2025

WHAT DOES "UNAVAILABLE WITH SHIPPING METHOD" MEAN?

If you see Unavailable with shipping method on the product page you're browsing, this unfortunately means the product is currently out of stock, and not available to order via any available shipping/delivery method. Not to worry, chances are we've just sold out and will be restocking as soon as more stock arrives.

Last updated on Nov 05, 2025

WHAT IS YOUR REFUND POLICY?

At ATOM, we take pride in providing our customers with high-quality cannabis products and exceptional service. We understand that sometimes issues can arise with your order, and we want to make sure that we address them promptly and efficiently. Please note that we do not offer cash refunds. However, we are always happy to work with you to find a suitable resolution to any issues you may be experiencing. Refund requests are handled via a ticketing system and are dealt with in the order they are received. We strive to handle all refund requests within 24-48 hours of submission, and we appreciate your patience while we work to resolve any issues.

Last updated on Nov 05, 2025

WHAT IF THERE ARE PRODUCT ISSUES?

At ATOM, we are committed to providing our customers with the highest quality products and services. We understand that sometimes issues may arise with your purchases, and we want to assure you that we are here to help. If you've received a defective product or have any questions or concerns about an item from your recent order, please don't hesitate to reach out to our live agents right away. To work towards a resolution as quickly as possible, we kindly ask that you provide the following information when reaching out: - Order number - Product name (including strain name) - A description of the issue - Video or photo best depicting the issue Someone from our team will help to investigate the issue and come up with a resolution that meets your needs. We believe that our customers deserve the best, and we are committed to making sure that you are satisfied with your purchases from us. *Please Note: As we enter the warmer months, certain products, including but not limited to edibles and concentrates, may melt or alter consistency during transportation. When ordering, we suggest keeping an eye on your tracking so you can retrieve your order as soon as possible. If you receive any affected items, we recommend placing them in the fridge to cool down. All products will remain safe to consume. We are here to help and look forward to resolving any issues or concerns with you. Please don't hesitate to reach out to us through our live chat.

Last updated on Nov 05, 2025