Support

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Q: My order keeps getting declined, but I know I have the money in my account. Whats the problem? 

A:  Due to our sale of vaporizers, we have the highest security settings on our site. Your address, zip code, and CVV code must be identical to the bank information registered with the card. If you continue to get declined, contact your banking institution or card company to verify the billing address on file.  We cannot force the charge or bypass our security to manually process your order. 

Q: What is your return & cancellation policy?

A: All sales are final. If you receive your order and it is damaged, please contact us within 48 hours and we will work to rectify the problem.  Photos of the damage should be immediately be emailed to support@thecrystalcult.com. Be sure to include your order number under the subject line. Once the damage is confirmed your new item will arrive within 7-10 business days with a return label for the damaged item. 

If damage is due to user error, we cannot replace the item. For example, visible body damage from dropping it, liquid in the battery plate, submersion in water, exposure to heat, and/or failure to replace the coils accordingly.

Q: When can I expect my order?

A: All of our items are hand-embelished to order and take anywhere between 7-14 business days to create (weekends and holidays are not considered business days).  The 7-14 business days does not include shipping times.

Q: How can I view the status of my order?

A: Go to the Customer Service, Account Information page. This page lists all your orders. Awaiting fulfillment means we are making your order.  

Q: What are your shipping costs?

A: We offer two options for shipping via USPS and UPS. The USPS option is a flat rate cost that comes with a tracking number only for orders within the United States. Once your item ships, you will receive a tracking number via email. Please note that if you choose the USPS flat rate fee for international shipping, your order could take up to 30 days and will not be trackable once it leaves the United States. UPS shipping is suggested for international packages as it is the only option that comes with a tracking number and a warranty. USPS does not offer insurance for lost packages. Final shipping costs will be displayed on your invoice before confirming your order.

If you do not report the shipping damage within the 48 hour period, we will not replace the order. 

Please note - The Crystal Cult is not liable for lost or damaged items during shipping.

Note: All false chargebacks will be fought to the full extent of the law and subject to a $30 fee that The Crystal Cult must pass on to it's customers. Moreover, all chargebacks will be investigated prior to getting a full refund. If you are found to be underage and ordering from The Crystal Cult, your order will be automatically canceled, and you will be banned from the site. Due to our sale of vaporizers our fraud prevention system will automatically flag some orders- verification will then be requested by The Crystal Cult.