Shipping Policy

(Last Updated: December 2025)
 Contact: orders@smokeclaro.com

1. Order Processing Times

Claro processes and ships orders Monday through Friday, excluding legal holidays.

  • Orders placed before 3:00 PM EST (Mon–Fri) are shipped the same business day.

  • Orders placed after 3:00 PM EST, on weekends, or on legal holidays will ship on the next business day.
    During high-volume periods (sales, promotions, restocks, holidays), processing times may be extended.

Once your order has been fulfilled, you will receive an email with your tracking number.

2. Shipping Methods & Carriers

Claro ships orders using:

  • USPS

  • UPS

Shipping rates are automatically calculated at checkout based on weight, destination, and carrier availability.

Delivery estimates are provided directly by the carrier and are not guaranteed. Shipping delays caused by weather, carrier issues, operational backlogs, or other external factors are outside of Claro’s control.

3. Free Shipping

We offer Free Shipping on all U.S. orders over $50 (after discounts, before taxes). Orders under $50 will display real-time calculated shipping rates at checkout.

4. State Shipping Restrictions

Due to local regulations, Claro is unable to ship hemp-derived products to the following U.S. states:

  • Idaho

  • Alaska

  • Hawaii

  • Colorado

  • Oregon

  • North Dakota

  • Rhode Island

Orders placed with shipping addresses in these states will be automatically canceled and refunded.

5. Order Changes & Cancellations

We understand that mistakes happen. Claro allows changes or cancellations under the following conditions:

  • You may update or cancel your order before it has been fulfilled/shipped.

  • Once an order has been fulfilled or shipped, it can no longer be changed, canceled, or modified.

To request an update or cancellation, email orders@smokeclaro.com with your order number.

6. Fraud Prevention & Verification

To protect our customers and our business, Claro reserves the right to request additional documentation for orders that appear suspicious, high-risk, or potentially fraudulent.

Documentation may include:

  • Proof of identity

  • Proof of address

  • Verification of payment authorization

Orders under review will be placed on hold until verification is completed. If the requested documentation is not provided in a timely manner, Claro may cancel and refund the order at our discretion.

7. Updating Addresses

Before Shipment

If your order has not shipped, email orders@smokeclaro.com as soon as possible with your updated address. We will make every effort to update it, but cannot guarantee changes before fulfillment.

After Shipment

Once an order has shipped, Claro cannot modify the delivery address. Customers may explore available carrier tools (such as USPS Hold for Pickup or UPS Delivery Manager).

8. Order Issues: Damaged, Missing, or Incorrect Items

All order discrepancies must be reported within 24 hours of the package showing “Delivered.”

This includes:

  • Missing items

  • Incorrect items received

  • Damaged items

  • Packaging/tampering concerns

Email orders@smokeclaro.com with your order number and photos clearly showing the issue.

Claims made after 24 hours may not be eligible for review.

9. Lost, Stolen, or Undelivered Packages

Claro follows Option C: Customer-Friendly Resolution, handled at the discretion of Customer Service.

  • If tracking shows “Delivered” but the package is not received, first check with neighbors, household members, and your local carrier facility.

  • If tracking appears delayed or stalled, contact the carrier for the most accurate information.

After the carrier is contacted, Claro’s support team may offer a one-time courtesy reship or store credit at our discretion.

Claro is not responsible for packages lost due to:

  • Incorrect or incomplete addresses

  • Carrier delivery errors

  • Theft after delivery is completed

10. Freight Forwarders

Claro guarantees safe delivery only to the original shipping address provided at checkout.

If a freight-forwarding or mail-forwarding service is used:

  • Our delivery guarantee ends once the package arrives at the forwarding facility.

  • Claro is not responsible for damage, loss, repackaging issues, customs seizure, or missing items after the initial delivery.

11. Tracking & Notifications

Tracking information is automatically emailed once your order is fulfilled.

If tracking is not received:

  • Check spam/promotions folders

  • Verify your email was entered correctly

  • Contact orders@smokeclaro.com

Carrier scans may not update in real time. Packages often continue moving even without visible tracking updates.

12. Shipping Delays

Carrier delays may occur due to:

  • Weather conditions

  • Peak holiday volume

  • Routing errors

  • Staffing shortages

  • Regional transit bottlenecks

Claro does not guarantee delivery windows and is not responsible for delays caused by carriers.

13. Incorrect or Incomplete Addresses

If a package is returned to Claro due to incorrect, incomplete, or undeliverable addressing:

You may choose:

  1. Reshipment (additional postage may apply), or

  2. Refund (shipping fees are non-refundable).

14. Holiday Closures

We do not process or ship orders on:

  • Federal holidays

  • USPS/UPS-recognized holidays

  • Major peak-season blackout dates

Orders placed during these times will ship on the next business day.

15. Contact Information

For all shipping inquiries:
 📧 orders@smokeclaro.com