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Customer Support

At VIIA, we’re dedicated to providing exceptional customer service and ensuring your experience with our products is enjoyable and satisfying. Below, you’ll find quick answers to commonly asked questions about our products, order assistance, and guidance for the best options to suit your needs. If you can’t find the answers you’re looking for on this page, please don’t hesitate to message our chatbot for immediate assistance. 

Frequently Asked Questions

General

How do I place an order?

Placing your order is quick and simple. Simply follow these steps:

1. Browse our online store and select the products you’d like to purchase.

2. Add the desired items to your cart.

3. Proceed to checkout and fill in your shipping and billing information.

4. Choose your preferred payment method and complete the transaction.

5. You will receive an order confirmation email with the details of your purchase.

What is the age requirement to purchase from VIIA?

At VIIA Hemp Co, we are committed to responsible sales practices and only sell our products to customers who are of legal age. To use our site or purchase any of our products, you must be at least 21 years old or the minimum legal age for purchasing hemp and cannabis products in your jurisdiction, whichever is higher. By using our site, you confirm that you meet this age requirement

VIIA Hemp Co’s products are compliant with the 2018 Farm Bill, which legalized hemp and hemp-derived products at the federal level in the United States. Our hemp products contain less than 0.3% Delta 9 THC, adhering to the legal limit established by the Farm Bill. However, it is essential to check your state and local laws regarding specific cannabinoids, as some jurisdictions may have set regulations regarding hemp and cannabis products.

Are VIIA’s products lab-tested?

Yes, all of our products undergo rigorous lab testing, including potency, cannabinoid profiles, residual solvents, heavy metals, microbiological screening, and chemical residue testing. View All Certificates of Analysis (COA).

When should I take my gummies, and how long do the effects last?

Typically, THC edibles take about 30 min and up to 2 hours to start feeling the effects. How long your THC high lasts from edibles depends on the dose, weight, metabolism, and experience with THC. But it typically lasts from a few hours up to 8 hours.

How do I apply my store credit to my order?

For every $20 you spend, 1 point is added to your account! 1 point = $1 

When logged into your account, head to “Account” and under “My Points” you are able to see the amount of points you have available to convert into store credit. Once converted, this credit will be available to apply to your order at checkout. You can choose exactly how much of your store credit you would like to apply to your order before checking out.

Will THCA show up on a drug test?

It depends on the type of drug test used, but typically, raw cannabis consumption like THCA isn’t something that’s tested for because it’s not illegal or psychoactive.

However, the moment you expose your THCA to heat, it transforms into THC.

Read the full article How Long Does THCA Stay In Your System? – Drug Test Timeline

Shipping & Tracking

How can I track my order?

Orders placed on business days before 11 am PST will be shipped the same day, with the only exception being public holidays and abnormally high order volume. Orders placed after 11 am PST will be shipped the following business day. Please allow up to 5-7 business days for your order to arrive at its final destination. 

When placing an order with us, you will receive an order confirmation email as well as a shipping notification with your tracking information included. 

You can track your order status through this link!

Does VIIA ship to all states across the United States?

VIIA Hemp Co’s products are compliant with the 2018 Farm Bill, which legalized hemp and hemp-derived products at the federal level in the United States. Our hemp products contain less than 0.3% Delta 9 THC, adhering to the legal limit established by the Farm Bill. However, it is essential to check your state and local laws regarding specific cannabinoids, as some jurisdictions may have set regulations regarding hemp and cannabis products.

Does VIIA ship products outside of the United States?

Unfortunately, at this time, we only offer our products within the United States and do not ship internationally. 

Are VIIA's packages discrete?

Our packaging is always discrete! All of our orders are shipped in packages that are standard brown/white boxes or mailers, and our name on the label under the return address is Fulfillment Center, so it is not obvious what is within. You do not need to sign for any of our products upon delivery. We also utilize smell-proof bags to mitigate the smell, and we put our THCA products in boxes instead of mailers to ensure their protection.

My order has been lost, stolen, or damaged.

VIIA is not responsible for lost, stolen, or damaged packages. To help you with these issues, VIIA offers Route Insurance which covers your order 100% if it gets lost, stolen, or damaged. You can choose to add this protection to your order at checkout or reach out to [email protected] for further assistance.

If you have purchased Route Package Protection, please submit your claim here

It’s important to note that if the insured shipping option is not selected, we may be limited in our ability to provide compensation for lost, stolen, or damaged items.

Returns & Refunds

Can I return my products?

If something is wrong with your purchase, you may be entitled to a return or exchange as long as we are notified within 10 days from when the order was delivered. Please note that all vaporizer cartridges cannot be returned.

Whether you are granted a return or exchange is determined on a case by case basis. At this time, we do not accept returns for opened products. Please refer to our Worry Free Guarantee to learn more about returning products that have been opened. 

Please note that we do not cover the shipping costs for a refund, unless we are responsible for shipping an incorrect item or at fault for shipping to an incorrect address. 

While we stand by the quality of our products, the effectiveness of a product is not a valid reason for a refund, as cannabinoids can affect everyone differently.

If you would like to start a return for your order, please reach out to us at [email protected]

Can I cancel my order?

You have until before your order is processed to cancel your order.

You will be notified via email when your order has been processed. If your order has been processed and you wish to cancel, you may send it back to us but we do ask that you pay for the shipping costs.

How do I report a lost, stolen or damaged order?

If your order ends up lost, damaged, or stolen, we’ve partnered with Route Package Protection to help ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. 

Need to file a claim?  File here

Access Your VIIA Account or Register Below

Creating an account with VIIA Hemp Co offers numerous benefits that enhance your shopping experience

Save your shipping and billing information for faster and more convenient checkout.

Access your order history and track the status of your current orders.

Earn loyalty rewards points to redeem for store credit.

Need Additional Support?

Contact us directly and our customer service team will get back to you by the next business day!

Notify When Back In Stock We will inform you when the product is available for purchase. Please leave your valid email address below.