It shouldn't happen. But when a pre-roll arrives snapped, crushed, or structurally done before you've even lit it — that's on us, not you.
There's a difference between a pre-roll with a slightly imperfect twist and one that falls apart the moment you open the package. A snapped cone, a crushed filter, a pre-roll so loosely packed it crumbles on contact — these aren't cosmetic. They make the product unsmokeble.
If that's what you got, your complaint is valid and we take it seriously.
Most of the time, physical damage comes down to one of three things: a gap in the packing process that left the product structurally weak, damage that happened in transit before the product reached the shelf, or mishandling somewhere in the retail chain.
None of those are your problem to solve. We grow and pack this product. If it arrived unusable, something went wrong on our end.
Our pre-rolls are packed into rigid tubes, cartons, or sealed cases designed to keep them intact through shipping and retail handling. When those structures do their job, the product inside arrives exactly as it left our facility in Delta, BC.
A broken pre-roll on first opening is a sign that protection broke down somewhere — and that's worth knowing about.
Reach out to us through EcoServe or the support contact on your packaging. Tell us what happened. If you have a photo of the damage and the lot number from the back of the package, include those — they're the two things that help us the most.
We'll look into it and follow up. A broken pre-roll doesn't mean a lost purchase.
Retailers who carry our products are expected to handle defective product complaints. If yours turned you away, come to us directly. You don't need to go back to that store.
That kind of refusal isn't something we take lightly, either — it gets looked into on our end separately.