Our goal is for you to have the best experience possible every time you shop with us. Below provides details regarding our policies, coverage and procedures.
1. Returns
All sales are final. We cannot accommodate cancellations, returns, exchanges or refunds.
2. USPS Tracking Status is “Delivered”
If your USPS tracking status is listed as “DELIVERED” our delivery guarantee has been met. If you disagree with USPS tracking, which indicates the package has been delivered, contact your local Post office to discuss the issue.
3. Shipping Policy: Stalled or Lost Packages
At Sensi Seeds US, we are committed to ensuring your genetics arrive safely. However, once a package leaves our facility, it enters the care of the United States Postal Service (USPS). Below is our protocol for handling shipments that appear stalled or lost in transit.
a. The “Awaiting Acceptance” Phase
Please allow 3–5 business days for your tracking status to update from “Shipping Label Created” or “Awaiting Acceptance” to “Accepted.” It is common for the USPS to skip initial origin scans during high-volume periods. In these instances, the tracking will not update until the package reaches a major regional sorting hub. A status of “Awaiting Acceptance” does not mean your order has not been shipped; it indicates a carrier processing delay.
b. Identifying a Stalled Shipment
A shipment is considered “stalled” if the tracking status has been “Accepted” but shows no movement or new scans for more than 7 business days (excluding Sundays and Holidays).
c. Required Action: Missing Mail Search
To trigger a lost package claim, the recipient must first initiate a formal investigation with the carrier. This “nudge” often locates the package within the USPS network.
- Step 1: Visit the USPS Missing Mail Search Page.
- Step 2: Submit a search request for your tracking number.
- Step 3: Contact our US Support Team at [email protected] within 21 days of your original ship date. You must include your USPS Case Number in this correspondence.
d. Resolution & Replacement
Once we have your USPS Case Number, our team will monitor the investigation.
Eligibility: If the USPS officially deems the package “Undeliverable,” or if there is zero movement for 10 business days after the search is filed, we will provide a one-time replacement shipment at no additional cost to you.
Reporting Window: All claims for lost or stalled packages must be reported within 21 days of the original ship date. Claims made outside of this window are not eligible for replacement.
Once we have your USPS Case Number, our team will monitor the investigation.
- Eligibility: If the USPS officially deems the package “Undeliverable,” or if there is zero movement for 10 business days after the search is filed, we will provide a one-time replacement shipment at no additional cost to you.
- Reporting Window: All claims for lost or stalled packages must be reported within 21 days of the original ship date. Claims made outside of this window are not eligible for replacement.
4. Seeds Damaged in USPS Transit
This policy provides a one-time same strain replacement for seeds damaged during USPS transit. If your seeds arrive damaged, notify USA Customer Support of the issue within 14 days of the USPS tracking delivery date. Provide clear photos of the front and back of the UNOPENED package. Photos need to show all damaged seed(s) in the claim, the strain name and the seed count on the package. The package must be unopened for the claim to be eligible.
5. Germination Issues
We expect customers to be reasonable and fair. Our policy applies solely to germination and specifically excludes cultivation. Post-emergence growth is the responsibility of the grower since Sensi Seeds is not controlling the environment.
Sensi Seeds maintains rigorous quality standards to ensure the highest percentage of germination. Repeated germination issues are not indicative of seed quality, and we reserve the right to evaluate such claims accordingly.
High volume, multiple strain germination issues or abuse of the germination policy are subject to management review. Management reserves the right to deny or limit the number of germination claims submitted by a customer.
Our germination guarantee applies exclusively to customers who follow the Sensi Seeds paper towel germination method and meet all the terms and conditions described below:
Terms
- Customers must purchase their seeds from the USA website.
Seeds purchased from other websites, vendors, events, seed banks and or stores are not covered by our germination guarantee. - Customers must notify USA Customer Support of germination issues within 45 days from the USPS tracking delivery date.
Eligible claims receive a one-time same strain replacement (per stock availability). - Customers must have used the paper towel method for germination.
Frequent germination issues or abuse of the germination policy are subject to management review. Management reserves the right to deny or limit the number of germination claims submitted by a customer. Provide photos of the seeds in your claim on the damp paper towel. If requested, include photos of the storage conditions used for the seeds. - One claim per seed package.
If you are making a germination claim and you didn’t germinate all the seeds in the package being claimed, the guarantee will only apply to the seeds you attempted to germinate. For example, if you try to germinate 3 seeds from a 5pk, those 3 seeds are eligible to be included in the germ claim but the 2 seeds that you didn’t germinate are not eligible. - One re-shipment per order.
For orders with multiple strains or multiple quantities, there will only be one re-shipment for the order. The first eligible claim against the order will be shipped a replacement. Subsequent qualifying claims against remaining strains on the order, will be provided a coupon for the value of the seeds approved in the claim that didn’t germinate. The coupon value is based on what the customer paid per seed on their order, multiplied by the number of eligible seeds in the claim.
Conditions
All germination claims will be required to provide, at a minimum, the following information and or photos:
- Order number or proof of purchase
- Billing information, including the last four digits of the credit card used to purchase the order
- Strain name(s) and number of seeds for each strain in the claim
- The approximate germination start date
- Germination method used, to include photos of the germination setup showing seeds in the claim and or storage conditions.
Management reserves the right to evaluate claims individually, approve or deny claims, restrict number of germination claims, refuse service, terminate accounts, remove or edit content, or cancel orders at its sole discretion.
Our Replacement Process
USA Customer Support can only work with the BILLING individual, and the inquiry email must match the email listed on the order.
- If you’re the BILLING individual using the correct email, have met ALL terms, conditions, and notification time-frames, request a product replacement by emailing USA Customer Support ([email protected]) using the email listed on the order.
- For customer security, customers must provide the order number and billing information including the last four digits of the credit card used on the order. This is required to allow Customer Support to find the order and verify we are working with the billing individual.
- Order processing may take up to 5 business days before the replacement is shipped. Delivery time is dependent upon location, weather and holidays. Allow USPS an additional 5 to 7 business days to get the package to you.
- Be sure to follow USPS tracking to ensure delivery. Once USPS tracking indicates “DELIVERED” our delivery guarantee has been met.