FAQ

Orders

You can view the status of your order at any time via the Account page of our website.

You will also receive updates via email as your order is packed and handed off to be shipped.

Here are some common order status and what they mean:

  • Processing: Your order has been accepted, but not yet confirmed by our team.
  • Completed: Your order is ready to be handed off to a shipping provider. You will receive a tracking number via email when this occurs.
  • Failed: Your order attempt was not successful. This could be due to a payment issue, invalid contact information, or security concern. Please correct the issue at hand and try again, or contact us for guidance.

Order changes and cancellations are handled on a case by case basis. We will do our best to accommodate requests received in a timely manner, and provide alternative solutions when we cannot complete a request.

Typically, orders can be cancelled before they reach Completed status. Once an order is in transit, we are unable to make any changes.

Please reach out to us at service@hooloo.com for assistance. We strive to respond to all customer inquiries within 24 hours of receiving.

From your Account page of our website, you can view your failed orders to resolve any outstanding issues. You will also receive an email if your order could not be completed as entered.

These are some common reasons an order would fail:

  • Declined payment: ensure your payment info is accurate, and matches what the bank has on file.
  • Security concerns: please provide accurate customer information, disable any VPN usage, and cease any activity that violates our Terms of Service.

Payment is not collected until the order processes successfully, and the order moves to an updated status.

Please note that once an order is in Cancelled status, it is no longer editable; you will need to place a new order.

Most orders ship same-day, but orders placed after 3pm EST, on holidays, or over the weekend may take up to 48 hours to fulfill. You will receive a tracking number via email when your package is prepared for transit.

Please note we are unable to support overnight shipments at this time. Our expedited shipping options will reduce the total transit time, but our team still needs time to prepare and pack your order.

Shipping

You can view the status of all your orders and subscriptions via the Account page of our website.

When your order is ready for transit, you will receive a shipping confirmation with your tracking number via email as well.

Please ensure you provide accurate contact information at time of order, so you receive these notifications.

If you use a Gmail address, our notifications may appear in the Promotions label.

If you’re unable to find your tracking code please fill out our contact form.

Our small orders (1-5 items) will ship in all unbranded mailer bags, while large orders will come in brown cardboard boxes.

There are several reasons why a package could be delayed.

  • At our warehouse, your order may be placed on hold if there is an issue with your shipping address, or there is an out of stock item impacting the order. You will be contacted via email within 48 hours in these cases.
  • If your order is in transit, and your tracking number stops providing updates, there may be an issue with the shipping provider such as a missed scan, weather delay, overwhelmed sorting center, or logistics error. We recommend contacting the shipping provider first if you suspect there’s an issue in transit.

 

If your order does not provide an update for more than 72 hours, please contact us for assistance.

Yes! Depending on order size, your order will ship in a sealed bubble mailer, or cardboard box. Our shipping labels say “Shipping Department” and the warehouse address, but no other identifying information will be listed on the package.

Our products are currently available across the continental United States – we are unable to ship internationally, or to military bases.

Due to recent regulatory changes, we are also unable to ship to Hawaii or Washinton state at this time.

We do not support freight forwarding or attempting to take our products out of the country.

Please note local regulations could be subject to change at any time; while we make our best effort to inform customers of changes that will impact them, we are unable to give legal advice and recommend you read up on any local legislature that could impact these products.

Payments and Refunds

We accept all major credit cards.

For security reasons, we do not offer gift cards or transferrable store credit at this time.

We do not currently accept any form of digital currency.

There are several reasons why a payment could fail, including insufficient funds, billing information discrepancies, or security concerns.

If your payment fails when ordering, please contact us by email.

If your refund request is approved, you will receive an email confirmation when the refund is processed. Please note most banks take 1-14 business days to process a refund request for it to appear on your account.

What is delta-8 THC?

Hooloo Group maintains a 30-day return & refund policy beginning from the date you receive your order. However, due to the type of product that we offer, we are not able to exchange or refund our products for any reasons other than a damaged or defective item on delivery.

You can read our full policy here.

Product

Cannabidiol (CBD) is a natural compound that comes from the leaves, stalks, and flowers of industrial hemp or marijuana cannabis. It is the most widely accepted non-intoxicating cannabinoid found in Cannabis sativa plant. Hemp-based CBD extracts should not be confused with CBD from marijuana, even though they both derive from the same plant – all of our cbdMD Broad-Spectrum CBD products contain CBD extracted from industrial hemp.

Delta-8 THC is a naturally-occurring chemical compound found in the cannabis plant. While similar in its chemical makeup to the psychoactive Delta-9 THC, it is less potent, resulting in a high with minimal drowsiness and paranoia, allowing relaxation and creativity to flourish

Terpenes are organic compounds that attribute to the scent and taste of cannabis. When paired with other cannabinoids, such as THC and CBD, terpenes enhance your experience and hold numerous medical benefits. Terpenes and cannabinoids work together to induce what’s known as the ‘entourage effect’.

HHC, or Hexahydrocannabinol, is a naturally-occurring minor cannabinoid that is a hydrogenated form of THC.

HHC typically produces a more mild, cerebral high compared to Delta-8 or Delta-9 THC. Many users compare it to the effects of a Delta-9 sativa strain. Delta-8 THC, in comparison, offers a more relaxed physical high, similar in some ways to an indica.

Cannabinoids and terpenes can be found in plants in the Cannabis Sativa L. species which includes both cannabis and hemp.

Terpenoids/terpenes, are also commonly found in many other plants including spices, herbs, trees and fruits.

A cannabis terpene such as myrcene, is also found in mangoes, lemongrass, and basil. Likewise, other cannabis terpenes can be found in other natural derivatives.

Yes, we pride ourselves on having up-to-date third-party lab results for all of our products.

You can view the COA report on our product page.

Yes! In 2018, the Farm Bill was signed into law. This legislation states that all derivatives of hemp are completely legal in the United States as long as they do not contain more than .3% Delta 9 THC.

All of our products are hemp-derived; and are rigorously tested via third-party labs to ensure they do not contain more than .3% Delta 9 THC.


A small amount of US states have banned production and sale of hemp derived cannabinoids. We cannot guarantee this product is legal in your state or territory at the time of purchase.

Click here to see state by state product regulations.

Hooloo is not liable for products being received, possessed, or consumed in a jurisdiction where prohibited. Please familiarise yourself with local/state regulations before purchasing products.