Updated Policies for The LOON effective 08/01/23
Recent changes to federal regulations have led us to update our company’s policies. Please review the information below to learn more about how this will affect our shipping process.
We understand and sympathize with the fact that these changes will be inconvenient for some customers, however, we ask for your patience and understanding as we catch up with the abnormally high demand for our products created during our recent transitional period.
Placing an order
For International Shipping please e-mail firstname.lastname@example.org
We handle International Shipping requests on a case by case basis.
Customers making an online purchase at theloonmn.com must provide a valid, non-expired ID proving they are aged 21 years or older via our online age verification service AgeChecker.
*PLEASE NOTE: THE SHOP APP WILL SHOW ORDERS AS DELIVERED PREMATURELY. YOU WILL RECEIVE AN ETA EMAIL THE MORNING THE DRIVER IS DISPATCHED WITH YOUR ORDER*
Due to the feedback we have gotten we have now implemented a calendar to allow you to pick a day for delivery! You can schedule a delivery for up to 3 business days in advance.
Please note: We cannot provide a time slot choice for delivery. Our routing system is automated to provide the best route possible to ensure we can safely deliver as many orders as we can in a day.
If you are not home for delivery our system will be cancelling and refunding the order and we cannot reschedule once you have placed the order. If something comes up and you will not be home please reach out to us so we can get the refund to you as soon as possible. We are hoping to be able to reschedule in the future!
If an item is out of stock online, it means we do not have any of it in our warehouse. We currently have no way of notifying customers of a restock, and are unable to give an accurate timeline on when any particular item will be restocked if it is out of stock.
Note that we cannot guarantee stock during discount or sale periods. You will be notified via email if an item in your order is out of stock and given the option to either select a replacement or receive a refund for the item(s).
Receiving an order
Customers receiving a shipment from theloonmn.com must be home to provide a valid, non-expired ID proving they are aged 21 years or older that visually matches the person presenting it. ID will be required regardless of apparent age. There will be no exceptions to this; even though your ID has already been verified via AgeChecker, federal law still requires that the person receiving the order have their ID checked as well. This requires any customer to temporarily remove/move their mask to make their face visible for proper ID checking.
If there is no answer following the first delivery attempt, the order will be canceled and refunded, and the package returned to our warehouse. Our delivery drivers are only on the road 9AM-6PM, Mon-Fri, so please plan accordingly. We understand that this will inconvenience some of our customers, but as of right now it is the only way we will be able to fairly and efficiently fill the amount of orders we are expecting to receive.
*We have received quite a bit of feedback regarding the accuracy of our ETA emails. Due to this feedback we are implementing new policies to help keep the ETA accurate and fair for everyone.
We have implemented a 5 minute rule on deliveries. If a customer is not home to receive their package within 5 minutes upon arrival the driver is now instructed to move on to the next stop without any exceptions.*
Delivery drivers are not able to provide customer service with regards to our products; email us at email@example.com with any questions related to The LOON or our products.
Delivery drivers are not able to accept returns or exchanges. Please ensure all items and quantities in your cart are correct before checking out. If the product you received is damaged or defective, please contact firstname.lastname@example.org.
Currently, we are only able to ship to the area shown on the delivery radius on our home page. Rest assured, we have routed every available resource into finding shipping companies to handle other regions and areas of the country.
We will notify you directly via email once we reopen shipping in the state listed on your LOON account. We are incredibly appreciative of your patience, and look forward to serving you again, ASAP.
In the meantime, please support us by purchasing LOON products from your local vape or smoke shop- if they don’t have any yet, have them reach out to email@example.com - for both of us!
If no one is unavailable when your package arrives, your order will be returned to our warehouse and refunded immediately once it arrives. Please allow 2-5 business days for your bank to process this refund.
We use 3rd party delivery drivers who are only on the road 9AM-6PM, Mon-Fri, so please plan accordingly. We understand that this will inconvenience some of our customers, but as of right now it is the only way we will be able to fairly and efficiently fill the amount of orders we are expecting to receive.
Due to the current fractured nature of US laws passed related to vaping, we are no longer able to accept ANY exchanges. ANY packages sent to our warehouse will be discarded without opening.
If you have any questions or issues with your order, please contact us at firstname.lastname@example.org.
From all of us at The LOON, thank you so much for your continuing and unwavering support through these changes and policy revisions. Trust us when we say that we are just as excited for our return as you are. We appreciate your understanding as we continue into this new era of The LOON.