The rare-but-real question, answered the way a documented order is built to handle it: with a channel, a record, and a policy.
The short answer
The first step is the channel, with the record in hand: the order number and tracking number to the contact page (Mon–Fri, 9am–5pm PT, +1 (213) 357-1073, [email protected]). A lost package is a carrier matter that the tracking record resolves; a seized package is a different situation entirely, and the documentation an order carries — the order record, the batch COA for the pack, and the legal position of the address — is what makes the position clear. The refund and replacement position is stated in the refund policy.
Why the documentation is the answer
The reason a documented order handles this better than an undocumented one is that the documentation answers the three questions that come up: what was sent (order record, pack, batch number), what it contained (the batch COA — the batch check is how you confirm the match), and where the legal position stood (the address eligible under the state map, the 21+ standard met, the product within its permitted scope). A carrier hold or a customs question is a facts question, and the facts are the records. Two cautions that belong in any answer to this question. First: the restricted-state exclusions are absolute — if an order is declined at checkout because of the state map, that is the policy working, and the legal alternatives post is the honest read on what to do instead. Second: a seizure in a situation where the product is restricted is a legal question, not a vendor question — the vendor’s channel is for the order facts, and a licensed attorney in your state is the source for everything else. The refund policy is the standing document for the order-side position, and the FAQ center carries the related shipping questions.
Related reading
- Platinum 100mg — order record and batch COA on every pack
- Black Edition 50mg — order record and batch COA on every pack
- The shipping rules the order runs under
- The eligibility map the order checks against
- Back to the full FAQ hub — all 50 answers
21+ adult product. General information only — not legal or medical advice. Questions? Contact us (Mon–Fri, 9am–5pm PT, +1 (213) 357-1073, [email protected]).