Refunds and Exchanges


Refund or Product Exchange

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the tamper seal intact.

Gift cards are non-refundable.

Sell or discount items are only eligible to be refunded the actual price paid.

How to Return Item

To complete your return, contact us at info@charcoalguam.com and we will look up the order and confirm the eligibility based upon the delivery date.

Contact us right away in the event of manufacturer's defect so that we can resolve the problem.

If eligible for refund, it will be processed and payment will be sent to the original method of payment (PayPal or Credit Card), within 7 days of determination of eligibility.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to:

Charcoal Guam
PMB-510
1270 N. Marine Corps Dr., STE 101
Tamuning, GU 96913

You will be responsible for paying the return shipping costs. As shipping is free, return shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We recommend using USPS First-Class or USPS Priority mail so that you have a tracking number.