Understanding why damage happens in the first place makes it easier to know whether what you're dealing with is a real defect — and what you're owed.

Pre-rolls are more fragile than they look

A well-made pre-roll is a tightly packed, paper-wrapped cylinder of ground flower. It's sturdy enough for normal handling but not indestructible. The packing density, the quality of the paper, the way the tip is twisted — all of it has to come together right or the product is vulnerable.

When something in that chain is off, the result is a pre-roll that arrives broken, bent, or too loose to smoke properly.

The most common causes

Physical damage usually comes from one of a few places. Uneven packing — too loose and the pre-roll collapses; too tight and the draw is restricted to the point of being unusable. Packaging failure, where the outer container doesn't do enough to protect the product during shipping. Or handling somewhere between our facility and the shelf.

In rarer cases, the issue is with the paper or filter itself. A filter that slips, a paper that tears on the seam — these are manufacturing defects that shouldn't reach the consumer.

What counts as a legitimate defect

If your pre-roll was structurally compromised before you lit it — cracked, broken, too compressed to draw from, or so loosely packed it falls apart immediately — that's a legitimate defect. It doesn't matter whether it happened at our facility or in transit. If it arrived in that state, the product failed to do its job.

A complaint on that basis is reasonable and we'll treat it that way.

What to do

Hang on to the packaging and the product if you can. Get in touch through EcoServe or the contact info on your packaging with a photo of what you received, the lot number from the back of the box, and where you bought it. That's all we need to start looking into it.