Shipping Policy

Order Processing

Zenxi processes orders as quickly as possible. Please allow 1–3 business days (Monday through Friday, excluding holidays) for your order to be prepared and handed off to the carrier. Orders placed late on Fridays or during weekends/holidays will begin processing on the next business day. We custom-package each order with care to ensure product quality and compliance before shipment.

Shipping Times

Once shipped, your order will be in transit via UPS. Standard delivery typically takes approximately 2–5 business days after dispatch, depending on your location. (Business days refer to weekdays, not including weekends or holidays.) Note that the shipping transit time begins after the order has been processed and picked up by UPS – the transit estimates do not include the 1–3 day processing period. While most packages arrive within the expected window, these time frames are estimates and not guaranteed delivery dates. High volume, inclement weather, or other logistical issues can occasionally extend delivery times. Rest assured, we will provide you with a tracking number so you can monitor your shipment’s progress.

Shipping Restrictions & Legal Compliance

U.S. Shipping Only

Zenxi currently ships exclusively within the United States. We do not offer international shipping, and we cannot ship to U.S. territories, APO/FPO military addresses, or P.O. boxes at this time. All orders must have a valid U.S. physical address in a state that permits hemp-derived products.

Hemp-Legal States Only

We only ship to states where hemp-derived products (such as THCa flower or vapes) are legal under state law. Even though the 2018 U.S. Farm Bill legalized hemp (cannabis with ≤0.3% Δ9-THC) federally, individual states have their own rules. Zenxi strictly complies with both federal and state laws regarding shipment of hemp products. If your state or local law prohibits the type of product you ordered, we cannot ship it to you. As of 2025, certain states have banned hemp-derived THCa products outright, and we will not ship to these locations. This currently includes states such as Arkansas, Idaho, Minnesota, Oregon, Rhode Island, and Vermont (as well as any other state that enacts similar bans). We actively monitor state legislation and reserve the right to update our list of shippable destinations without notice in order to remain compliant. If an order is placed with a shipping address in a restricted state, it may be delayed or canceled (with a full refund provided for the affected items).

Customer Responsibility

It is your responsibility as the customer to be aware of your jurisdiction’s laws regarding hemp products. By placing an order on our site, you represent and warrant that you are at least 21 years of age and that the hemp-derived products you are purchasing are legal in your state and locality. Laws regarding THCa and other cannabinoids can change rapidly and vary by state; we strongly encourage you to research your state’s current regulations if you are unsure. Zenxi is not liable for any consequences (such as confiscation or legal issues) resulting from a shipment to an area where the product is unlawful. If we suspect a product is not legal in the destination, we will not ship it. Your understanding and cooperation in complying with all applicable laws is appreciated.

Shipping Method & Carrier (UPS)

Carrier

Zenxi ships all orders via UPS for reliable, trackable delivery. We are proud to participate in UPS’s legal hemp shipping program, which is a specialized pilot program for licensed hemp distributors. This means our shipments include all necessary documentation and adhere to UPS guidelines to ensure compliance with federal and state laws at every step. Utilizing this program helps ensure lawful transport of hemp-derived products and significantly reduces the risk of seizure or delays during transit by authorities. Our packages are shipped in discreet, odor-proof packaging without obvious indication of contents, and we include certificates of analysis (COAs) or other required paperwork inside the box to certify the products’ legality if inspected.

No Adult Signature Required

Unlike some cannabis-related shipments, Zenxi does NOT require an adult signature upon delivery. You will not need to be present to sign for the package. Once dispatched, UPS will deliver the package per their normal driver release procedures. In most cases, the carrier will leave your package at your address (e.g. doorstep or mailbox) without a signature, at the driver’s discretion. Please ensure your delivery location is secure to receive packages in your absence – for example, a porch out of street view or a concierge/package room if available. By not requiring a signature, we aim to provide convenient delivery, but note that this means the package could be left unattended. Zenxi cannot accept liability for packages after they are marked delivered (see Lost or Stolen Packages below). If you prefer extra security for your delivery, please contact us before your order ships to discuss possible arrangements.

Order Tracking & Delivery Issues

Tracking Your Order

Once your order has been shipped, Zenxi will email you a shipping confirmation that includes your UPS tracking number. You can use this tracking number at any time to monitor the status and route of your shipment via the UPS online tracking portal or phone app. Additionally, if you have a customer account on our website, you may log in to view your order status and tracking information there. Tracking updates are usually prompt, but please allow a few hours after you receive the tracking email for the UPS system to reflect movement. If you have not received a tracking email within a few days of placing your order (and it’s not in your spam folder), or if the tracking information hasn’t updated after 2 business days, feel free to reach out to our support team for assistance.

Lost or Stolen Packages

We strive to ensure every order reaches you safely. However, once a package is documented as delivered by UPS, Zenxi is not responsible for loss or theft that occurs after delivery. If the tracking status shows “delivered” but you cannot locate the package, we recommend first checking around your delivery area and with neighbors or building managers to see if it was picked up or received on your behalf. Occasionally, carriers may mark a package as delivered slightly before actual drop-off, so please allow a little time and check again. If your package is still missing, please contact our customer support so we can help. While we cannot be liable for packages stolen from your property, we will do our best to assist you – for example, by helping you file a missing package claim with UPS or finding an appropriate solution.

If your package is delayed in transit (no updates on tracking for an unusual period) or you suspect it is lost before delivery, please notify us. UPS shipments include basic insurance and we will work with the carrier to investigate the issue. Similarly, if your order arrives and items are damaged or incorrect, please contact us within 5 business days of delivery. Provide photos of any damage and we will arrange a resolution (such as a replacement or refund, per our policy). Your satisfaction is important to us, and we will collaborate with you to resolve shipping problems case-by-case.

Shipping Delays & Liability

Potential Delays

While we commit to prompt processing and dispatch, shipping delays can occasionally occur that are outside of our control. Please be aware that once we hand off packages to UPS, delivery timelines are subject to the carrier’s performance and any unforeseen events. Factors such as extreme weather, natural disasters, carrier logistical issues, or peak holiday volumes may prolong transit times. Additionally, because we ship regulated hemp products, a package might be subject to additional scrutiny or inspection by postal or law enforcement agencies, especially when crossing state lines. We include all required documentation to verify legality, but such regulatory inspections (or random package checks) could cause a delay in delivery.

Not Liable for Carrier Delays

Zenxi cannot guarantee delivery dates and is not liable for delays once an order is in the custody of UPS or any third-party carrier. The delivery estimates we provide are good-faith predictions based on normal conditions and carrier information, not a promise. If your shipment is delayed, we ask for your patience; often the package will still arrive in a reasonable timeframe. You may contact UPS directly with your tracking number for more detailed information on a delayed shipment, as we typically have access to the same tracking details that you do. Similarly, Zenxi is not responsible for any delays due to regulatory holds or inspections that may be applied to the package during transit. We will, however, assist you in tracking down a delayed shipment and communicate with the carrier if a significant issue arises. Our priority is to deliver your order to you as quickly and safely as possible, but once it’s en route, certain issues are beyond our control.

Right to Refuse or Cancel Orders

Refusal/Cancellation Policy

Zenxi reserves the right to refuse service, cancel, or modify any order if we determine that it cannot be legally shipped or if there are compliance concerns. This includes, for example, orders with a destination in a state or locality that bans the product (as noted in our Shipping Restrictions above) or orders that otherwise violate applicable laws or our company policies. We may also cancel an order that appears fraudulent or raises age-compliance concerns. Zenxi retains the right not to ship to any state or address where local laws conflict with federal law (the 2018 Agricultural Improvement Act “Farm Bill”) or other regulations. If we must cancel an order for any of these reasons, we will promptly notify you via email. You will receive a full refund for any item(s) we are unable to ship due to legal or compliance reasons. We may request additional verification or documentation from you if needed to comply with shipping regulations (for instance, proof of age or identity), and we appreciate your cooperation in such cases. Ultimately, Zenxi’s goal is to operate within the law and ensure all shipments are lawful and secure. We apologize for any inconvenience if an order is canceled for compliance reasons, but we do so to protect both our customers and our business.

Customer Support

If you have any questions or concerns about this Shipping Policy or need help with an order in transit, please contact our customer support team. We are here to assist you and provide updates or guidance on delivery issues. You can reach us at [Zenxi’s customer support email/phone number] during our business hours. Our friendly support staff will be happy to help resolve shipping problems, answer your questions, or provide any information you need about your order’s delivery. Your trust is important to us, and we want you to feel confident in every stage of your purchase – from checkout to the moment your package arrives. Thank you for choosing Zenxi, and we look forward to serving you with quality hemp-derived products in a safe, legal, and timely manner