Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
We understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, or you would like to add any products. Please contact our customer service team as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchanges
What is your returns policy?
What is your returns policy?
We have a 14-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
How do I initiate a return?
How do I initiate a return?
To start a return, you can contact us at hello@mkdistro.com. Please note that returns will need to be sent to the following address: 11616 Harry Hines Blvd, STE #100, Dallas, TX 75229 USA
If your product is defective or damaged, please view our policy regarding defects/damages.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.You can always contact us for any return question at hello@mkdistro.com.
Damages and Defects
Damages and Defects
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Instructions:
- Take a video of the product's behavior.
- Video must show the following:
- Video of entire process
- Include barcodes and serial number of packaging
- Showcase and explain how how it works or does not work.
- Locate the invoice of purchase. You will need the invoice number and date.
- Send an email to hello@mkdistro.com
- Include in the subject line - the full product name
- In the body of the email
- Please put the invoice number and date of purchase
- Describe the problem
- Attach the video
- Your name and title
- Your company name & contact info.
Note: If a refund option is available (case by case basis). Refunds may only be provided on unopened products. We do not provide partial refunds.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Credit will be issued, or the exchanged item will be shipped promptly.
Do you provide Refunds?
Do you provide Refunds?
We do not provide refunds on orders. We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll be provided credit on the item within 5-7 business days. If more than 10 business days have passed since we’ve approved your return, please contact us at hello@mkdistro.com.
Note: If a refund option is available (case by case basis). Refunds may only be provided on unopened products. We do not provide partial refunds.
Exceptions / Non-Returnable Items
Exceptions / Non-Returnable Items
Certain types of items are non-returnable for reasons related to hygiene, safety, or compliance. Please review the list below before initiating a return:
Non-Returnable Items Include:
- Opened or used consumable products (e.g., e-liquids, vape juices, snacks, supplements)
- Perishable goods (e.g., food items, drinks)
- Health and personal care items (e.g., hygiene products, cosmetics)
- Gift cards and digital downloads
- Sale or clearance items marked “Final Sale”
- Special orders or custom products
- Products with tamper-evident packaging that has been opened
- Items purchased from third-party vendors or retailers
- Any item returned without original packaging or missing accessories
Shipping Policy
Do you offer Free-Shipping?
Do you offer Free-Shipping?
We offer Free Shipping for all orders in the USA over $750
How long does shipping take?
How long does shipping take?
Order Processing Time:
We are committed to dispatching your items as quickly as possible. Approximately 90% of our orders are shipped out within 1 business day.
Standard Ground
Processing: 1 business days
Shipping: 1-5 business days
Expedited
Processing: 1 business days
Shipping: 1-3 business days
Fastest
Processing: 1 business days
Shipping: 1-2 business days
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Unfortunately we do not allow changing of shipping addresses. We're only allowed to ship orders to the addresses indicated on the sales-permit of the customer.
Shipping Restrictions (States/Country Regulations)
Shipping Restrictions (States/Country Regulations)
We are fully licensed to distribute and wholesale nationwide. License and certificate copies are available upon request only if required by the state to be provided to the customer.
It is every customer’s responsibility to know your state/country laws regarding E-Cigarette, Hemp, and/or Kratom products before placing an order. We will not be responsible for any kind of delays or overcharges if the product is prohibited in your state/country.
