AGE VERIFICATION SUPPORT
SHIPPING POLICIES
STORE POLICIES
Common Order Questions
My Order Says Delivered but I cannot find it.
In some cases, the shipper may prematurely mark a package as delivered. We kindly ask for your patience and suggest waiting until the end of the next business day to allow for any potential delays in delivery. If your package still hasn't arrived by then, please feel free to reach out to us for further assistance.
What if my address is wrong?
For any updates or inquiries regarding your order, please contact us via email at Support@torchhemp.com with your order number and a clear address. Kindly note that we may request address validation for verification purposes.
I failed age checker but I am of legal age.
Please fill out this form and we will be able to help verify your order. AGE VERIFICATION UPLOAD
I did not receive an order confirmation.
Please check that you have access to the email that you used to place the order.
I would like to cancel my order
CANCELED ORDERS WILL INCURE A 15% RESTOCKING FEE
Canceling an order for any reason will include a 15% restocking fee. This fee will be deducted from the original total. If an order has processed and we are able to stop the order an additional $7 shipping charge will be applied to the 15% restocking fee regardless of shipping paid.
My Order has shipped but my tracking is not updated.
Shipping tracking may take up to 24 hours to update.
We Are Here to Help.
If you have any questions or comments regarding our products, we're here to assist you. Simply complete the form below with your information, and we'll respond promptly, usually within a few hours or less.
Alternatively, you can reach out to us directly:
Our customer support is available Monday to Friday, from 9 am to 3:30 pm PST.
Email: support@torchhemp.com
PLEASE INCLUDE ORDER NUMBER WITH EMAIL.
When emailing please give us a few hours to respond. Multiple emails in a row, subject line only emails and aggressive emails will be ignored.
Common Device Questions
How Do I Use My Device?
To get started click the button 5 times rapidly.
2 rapid clicks for pre heat
1 click to draw
5 rapid clicks to lock or unlock the device
This is applicable to all Torch devices.
Is My Device Real?
If you would like to verify device authenticity please contact us below with make sure to include and image of the packaging and device to help authenticate. WE CAN ONLY AUTHENTICATE HEMP PRODUCTS. FOR RECREATION PRODUCTS PLEASE VISIT ENJOYTORCH.COM
My Device Is Leaking
If your device arrived leaking please contact us below. If leaking issues occur please CLICK HERE
My Device is Clogged
Please CLICK HERE to learn how to maintain your device along with prevention and solutions to fix clogged devices.
My Device is Blinking and will not work
Blinking light indicates the device needs to be recharged for non screen devices. Please let the device fully charge and wait 30 min to allow to cool before use.
