Return to Store

MOST ASKED QUESTIONS

Still waiting Your Parcel?
  • Check your Dashboard  and make sure your tracking number has “Initiated” and the address is correct.
  • If tracking status is “Initiated” your parcel is still moving towards the delivery address, even if no scans have appeared recently.
  • You’ll see updates as your parcel moves through key checkpoints in the delivery journey
Delay Parcels
  • If your tracking is scan but doesn’t arrive on the expected delivery date, it doesn’t mean your parcel won’t arrive or that it’s gone missing.
  • Most delayed parcels arrive within 5 days of the expected delivery date.
  • If your tracking “Initiated” but hasn’t scan and it’s been 7 days since the shipping date, we’ll investigate.

ACCOUNT & ORDER STATUS

Account Information:

  • Change your details on Dashboard 
  • You can change your email, display name, password and address
  • Make sure your email is correct to receive invoice and tracking number

Order Status:

  • "Processing" - Payment is receive
  • "Complete" - Order will be ship during business days
  • "On-Hold" - Check Order Updates in email or Dashboard
    • Edit your shipping address
    • Contact Support to provide correct shipping address
    • Order will be refund to wallet within 7 days
  • "Failed" - Payment is decline wait a few days or try a different method

    Tracking:

    • Click on Dashboard to check order status 
    • Tracking will appear after order status change from "processing" to "complete"
      • Tracking status will change to "Initiated"
      • Tracking will scan when it arrives at a sorting facility around 9pm
      • Check for national and local public holidays here
      • Check domestic delivery disruption here
    • 99.95% of orders will arrive within 1 to 7 business days
    • Check the tracking number for estimate delivery dates after first scan
    • If tracking is not scanning wait 5 business days before contacting support

    Known Issues:

    • Shipping address without unit number
    • ID card does not match parcel
    • Return to Sender

    Parcel Collection:

    • If you cannot pick up your order from Australia Post because your don't have ID Card, download authorisation form on our telegram channel
    • If you live in apartment or the parcel locker is full you are require to collect parcel from post office.

    Post Office App:

    • Get automatic notifications
    • View photos of where your parcel is left
    • Request deliveries be left in a safe place or redirect while in transit
    • Download: https://auspost.app.link/3cIoIdqlCab

    Lost Parcel:

    • If tracking scan as "delivered" check with person living very near before contact Post Office
    • Download Post Office App and check photo for proof of delivery

    Reships:

    • We offer 100% free re-ship on all items. We will take full responsibility for items lost in transit or sent to an incorrect destination. ($1,000 or under)
    • No reships if address was incorrect causing item to be sent to a different destination.
    • No reships for tracking state delivered at any circumstances, switch to PO BOX.
    • No reships if you did not collect your parcel or contact us within 31 days.
    • We will reship orders that are stuck after 3 weeks from the date that was ship

       

      Gellies Issue:

      • Melt Issues:
        • Put package in hot water and then pour onto ice cube trays or 2ml Gummy Bear Mold
        • You can use Gummy Bear Mold Set with Dropper or Pastry Scraper
        • Let them cool down for 30 minutes and put them into fridge for 30 minutes before and separate them
      • Enzyme & Metabolite Issues:
        • Make sure not to take more than one piece
        • Product does not work with 5% of the population
        • It is your fault if you decide to take more than 1 piece
        • This product cannot be return for full refund

      Vape Cart Issue:

      • We don't suggest trying to salvage your cart because the best method is prevention
      • Metal section can be unscrew and replace from another one
      • Check store if replacement parts can be purchase
      • You can remove oil to use as a edibles
      • If carts leak twice in a row you are not storing or using it correctly

      Battery Issue:

      • Battery will only charge with low voltage source such as laptop
      • Quickly press the power button five times to turn it on or off
      • Press three times quickly to cycle through the different heat settings
      • Press the power button two times to start the preheat cycle
      • Press and hold the power button while inhale
      • Only battery over $100 is eligible for warranty

            Login Issue:

            • If your purchase history is $0 and did not login for 6 months your account will be delete due to privacy compliance
            • Your account will be restrict if there is chargeback or using card that was expire and report stolen
            • Ensure your email is valid - We will not manually reset your password

            Scam Issue:

            • You can only order on official website
            • Check trustpilot for official link and reviews

            Wholesale Enquiry:

            • We currently do not offer discount to brand new accounts
            • If your not in the top percentile your unlikely to be eligble
            • Minimum Account Creation is 12 months old

            Live Support:

            • It is your responsibility to do research using information on website before ordering or requesting Technical Support
            • If your questions revealed potential issues with basic knowledge, legal, fraud, policy, safety, shipping, compatibility, or quality.
            • Technical Support might advise against ordering to avoid a "bad" customer experience.
            • Elite Members who has been with us for more than 12 month can send $5000 cash to us for store credit.
            • If your order is 'complete' Tech Support will not be able to cancel your order.

            Returns:

            • Please be aware that once a return for unused damaged cart is processed.

            • You will be 100% restricted from ordering more carts in the future to avoid further "bad" customer experiences, and we suggest purchasing from another store there after.

            • Refunds take up to 4 weeks to return to your bank account. Return for store credit usually takes 5 days.

            • Please provide your Order ID and Username for prepaid return label.

            • You can always use your cart as edible, transfer oil to your own carts.

            • If you just need a quick fix look into replacing the metal section at replacement part: Repairs & Replacement

            Other issues, please provide your Order ID, Username or Email.

            Technical Support is only available to customers with a purchase history.

            Due to privacy reasons Live Support Button will activate when you login.

            Please login

            CORE DOCUMENTATION

            How to Order:

            • Add any product to cart
            • Press the Cart icon at the top or View cart button
            • Press Proceed to checkout button
            • Place order and select payment method
            • If payment is success you will be redirect to dashboard

            Proof of Purchase:

            • Check your email for invoice

            Shipping Time:

            • Terpenes Nation ships Monday – Thursday. Our Standard shipping method can take 1-5 business days and will include tracking.
            • There is no cut off time for delivery and the order is ship express in batches

            Warranty:

            • Terpenes Nation will not accept returns, all transactions are non refundable but we do offer a customer satisfaction policy if you are unsatisfied with your product.
            • Often time customers are not using the product correctly and this may result in unsatisfactory results.
            • Our products are exactly as described  and we have quality control team that checks them before they are dispatch.
            • If your order is overpaid or missing from dashboard check for refund at store wallet.

            Legal:

            • Please follow all local laws when using our products. Our products are not for sale or use by any persons under the age of 21.

             

            Create New Account:

            • To create new account, make sure your not already login:
              • Add "Register and Renew" product to cart
              • Press the Cart icon or View cart button
              • Click Proceed to checkout button
              • Tick [✔] Create an account? at checkout page.
              • Choose your payment method and press Place Order
              • You will be redirect to Dashboard
            • Please note that account creation is close when we are at full capacity

            Membership Rules:

            • Purchase history of $5,000 for Premium and $10,000 for Super Premium, $20,000 for Elite and $40,000 for Super Elite or more (Current Account)
            • Increase your purchase history to be eligible for discount or dividends
            • You can check your purchase history at store page
            • You can check your membership status at store page if your regular, premium or elite member
            • You can check the Pink Pony Club for discount and special products
            • Elite Members who's been with us for more than 12 months is eligble for bulk discount

            Dynamic Prices:

            • Product price can go up or down base on supply and demand, currency conversation, taxes, duties and weather but the higher your purchase history the more you are defend from products been out of stock

            Out of Stock:

            • Check our telegram channel for updates
            • Estimate wait for request:
              • Premium or below - 6 to 24 months
              • Super Premium - 3 to 12 months
              • Elite - 1 to 6 months
              • Super Elite - 1 to 3 months (Fast track)

              MORE DOCUMENTATION

              Indica, Hybrid and Sativa Strains:

              • We are science-based and does not usually use marketing words such as sativa or indica.
              • There’s no scientific evidence to support the claim that “sativa” and “indica” strains have distinct, predictable effects.
              • The effects of cannabis are more accurately determined by the specific combination of terpenes and cannabinoids (like THC and CBD) present in a strain, rather than its indica or sativa label.
              • The common understanding of “sativa” and “indica” strains, as associated with distinct effects (energizing vs. relaxing), is largely a myth.
              • While these terms are widely used in the industry, they primarily describe plant morphology (appearance) and geographic origins, not the actual chemical composition and resulting effects.
              • Modern flower strains are heavily hybridized, making the distinction based on “sativa” or “indica” largely meaningless when predicting effects.
              • Look for information about the specific terpenes and cannabinoids present in a strain, as these are better indicators of potential effects.
              • Learn more about each cannabinoid effects at explore page.

              Synthetic Hemp or Cannabis:

              • Are synthetic cannabinoids more harmful than grown cannabis
              • Synthetic cannabinoids or neocannabinoids are synthetic cannabinoids common refer as “K2 Spice”
              • These are dangerous and can cause overdose, avoid at all cost.
              • Semi synthetic cannabinoids are synthetic phytocannabinoids, they are chemical synthesis from plants common refer as “Delta 8″ or ” Classical Cannabinoids”
              • Both are synthetic cannabinoids and should not be confused with each other.
              • Generally semi synthetic cannabinoids are going to be more affordable and pure than grown cannabis
              • It would take 100 hectares to grow the same cannabinoid naturally than to synthesis in a lab.
              • Effect such as anxiety and paranoid can be remove. It’s a lot more high tech and the future.

                  Anxiety and Tolerance:

                  • Do you have anxiety or high tolerance from flower?
                  • A tolerance break is a temporary, voluntary period of abstaining from a substance to lower your tolerance, so that you can achieve the same effect with a smaller amount when you resume use.
                  • While a minimum of 48 hours may begin the process of resetting receptors, longer breaks are often recommended to more effectively reduce tolerance.
                  • A common recommendation for cannabis is a 21-day break for those who use regularly.
                  • It is important to be aware that withdrawal symptoms are possible during a tolerance break and to have a plan for managing them.
                  • If you are using a substance for medical reasons, a tolerance break might not be feasible or recommended.
                  • If a full tolerance break isn’t an option, some people try using products with a higher CBD-to-THC ratio or closely controlling their dosage to manage tolerance.
                          0