Covid-19 FAQUpdated 2 years ago

During such uncertain times, we understand the importance of keeping our loyal customers informed as the situation develops and we will do our best to keep you up to date. In the meantime, we created COVID-19 FAQs to answer some similar but very valid questions that our customers were asking us.

CAN I PLACE AN ORDER?

Yes, HEMPER is still operating and shipping out orders. However, processing times are longer than usual due to our shipping carriers limitations, a sudden high influx of online orders, and the strict health protocols our warehouse employees must adhere to. We thank you in advance for your continued support and understanding during this national pandemic.

HAVE PROCESSING TIMES FOR STORE ORDERS CHANGED?

***1/27 UPDATE**

Yes, Shipping times depends on the shipping option you choose. We have First class (3-5 business days) or Priority mail (1-3 business days). Please note, shipping times are much different than fulfillment/processing times. Typically, it take us 3-7 business days to successfully pick the order from the warehouse, pack it, and have it shipped out to customers. On some occasions, the average fulfillment time could increase to 7-15 business days, and on very rare occasions, the average fulfillment time could increase to 15-20 business days. After the order has been successfully fulfilled, the package will then be waiting for pickup by USPS. After the package has left our warehouse and has been scanned into the USPS system, the shipping option of your choice will then take into effect.

As a result, we’re taking extra precautions to protect the health and safety of both you and our warehouse employees. That means online order shipments will take longer than usual due to the influx of orders being received and strict health protocols our limited warehouse staff must adhere to.

These are temporary measures that our company has decided to take to protect the health and wellness of our staff, customers and community. We will evaluate our operations on a week-by-week basis. We apologize for any inconvenience these changes may cause but we greatly appreciate your understanding

Thank you again for being so patient and understanding with us during these challenging times.

HAVE PROCESSING TIMES FOR SUBSCRIPTION ORDERS CHANGED?

As of right now, monthly subscription Hemper Boxes are currently still being processed and shipped out from our Las Vegas warehouse. Please note that monthly Hemper boxes get shipped in accordance with order date and usually, boxes typically get delivered within 10-15 business days from the order date. However, due to the current COVID-19 pandemic, deliveries can take up to 10-20 business days. These are temporary measures that our company has decided to take to protect the health and wellness of our staff, customers and community.

WHY HAVE PROCESSING TIMES CHANGED?

As COVID-19 has spread, we have seen a significant increase in people shopping online due to the closure of local smoke shops. As a result, we’re taking extra precautions to protect the health and safety of both you and our warehouse employees. That means online order shipments will take longer than usual due to the influx of orders being received and strict health protocols our limited warehouse staff must adhere to. In addition, every product that is picked for an order is being sanitized prior to being wrapped and packed. Likewise, the warehouse packing areas and surfaces are being cleaned and sanitized several times throughout the day.

WHAT IS THE STATUS OF MY ORDER/DELIVERY?

You can track your order and deliveries from here. Once your order has shipped, you’ll receive a shipping confirmation email with your tracking information included.

If you have your tracking number you can also check on google.

WHAT IS HEMPER'S WAREHOUSE HEALTH PROTOCOL?

• Stringent hand-washing for ALL employees.
• ALL employees are required to wear gloves and masks when packing orders.
• Sanitizing and cleaning packing areas and surfaces throughout the day
• ALL employees maintaining 6 feet social distancing from others when preparing orders

IS INTERNATIONAL SHIPPING BEING AFFECTED DUE TO COVID-19?

Yes, as of April 1st 2020, our shipping carriers will not be able to ship orders to the following regions listed below : 

• Cayman Islands
• Australia
• Chad
• Ecuador
• French Polynesia
• Honduras
• India
• Kuwait
• Libya
• Madagascar
• Maldives
• Mongolia
• New Caledonia
• Panama
• Peru
• Samoa
• Saudi Arabia
• South Africa
• Bolivia
• Sri Lanka
• Zimbabwe
• Angola
• Benin
• Bosnia and Herzegovina
• Cameroon
• Cook Islands
• Costa Rica
• Gambia
• Guatemala
• Kyrgyzstan
• Laos
• Lebanon
• Malawi
• Moldova
• Mozambique
• Papua New Guinea
• Paraguay
• Republic of the Congo
• Senegal
• Seychelles
• Solomon Islands
• Sudan
• Tajikistan
• Tanzania
• Timor-Leste
• Tonga
• Uganda
• Uruguay
• Vanuatu
• Venezuela
• Burundi
• Cuba
• Democratic Republic of the Congo
• Guinea Bissau
• Guyana
• Kenya
• Kiribati
• Lesotho
• Netherlands Antilles
• New Zealand
• New Guinea
• Republic of Congo
• Rwanda
• Hong Kong
• UAE
• Zambia
• Curcao
• Malawi
• Mauritius
• Nepal

IS IT SAFE TO RECEIVE ORDERS?

For guidance on Coronavirus (COVID-19), please refer to the World Health Organization website.