FAQ

We are a community-based company that is a part of the growing cannabis movement in the EU. Find more details about Nine Realms About.

At Nine Realms, we pride ourselves on providing top-quality cannabinoid products. Currently, our product lineup includes disposable vapes, cartridges and edibles. Our dedicated team is always working to develop new offerings and expand our range to cater to a diverse range of client needs.

We strive to regularly introduce new and exciting products that our customers will love, and we are committed to being at the forefront of innovation in the European cannabinoid industry.

You can place an order through our website by adding selected items to your cart and proceeding to checkout.

We accept VISA and Mastercard credit cards, Paypal and all major cryptocurrencies.

Delivery times may vary based on your location, the average estimated delivery time in EU is 2-5 business days. For international orders the estimated time is 7-14 business days.

You can track your order by logging into your account and viewing your order history, or by using tracking number provided in your shipment confirmation e-mail.

You can contact Customer Support through our website's Live Chat option, contact form or by emailing us at support@ninerealms.eu or hello@ninerealms.eu

The average order processing time may vary depending on the incoming order volume at the time. The average order processing time is 12-24 hours.

Please note, that all orders submitted on weekends and national holidays are processed within the next business day.

Yes, you can change your shipping address, but only if your order has not yet been processed and shipped. The average order processing time is 12 hours.

Please contact us as soon as possible with your order number and the new address, and we will do our best to assist you.

Please note, we can't guarantee address changes on orders that have already been processed, but we'll do our best to accommodate your request.

Yes, you can change your billing address, but similar to the shipping address, this can only be done before the order has been processed. We kindly ask to contact our Customer Support to change the billing address.

Please note that if your order has already been placed, the billing address cannot be changed for that specific order. However, changing the billing address will ensure that future orders will be billed to the new address.

You can change the e-mail address for an ongoing order before it is processed and shipped. To do that, please contact Customer Support as soon as possible and we will assist you. 

For future orders, simply enter the new e-mail address in the Checkout and all further information, tracking or newsletter will be sent to the new e-mail address.

Yes, you can modify your order, but only if your order hasn't been processed or shipped yet. 

If you wish to add more items, you may have to place a new order and inform our Customer Support in order to remove additional shipping costs. If you want to remove an item, you may have to wait for the order to arrive and then initiate a return for the unwanted items.

For more personalized assistance, please contact our Customer Support with your order number and specific request, and we'll do our best to assist you.

If you wish to cancel an order, please contact our customer support as soon as possible with your order numberbefore your order has been processed. If your order was already processed, then you may wait for the order to arrive and initiate a return of the order.

Keep in mind that the order cannot be opened to receive full refund.

We are sorry to hear that an item was missing from your order. We want to make this right by you as soon as possible.

Check your order confirmation email to ensure the missing item is included in the order.

Some items may be shipped separately, so please check your email for any separate shipping confirmations.

If the missing item should have been included in your received package or no separate shipment has been initiated, please contact our Customer Support.

Provide us with your order number and the details of the missing item. We will investigate the issue and work on a solution for you, which may include a replacement or refund depending on your preference and the item's availability.

We are very sorry to hear that. This is certainly not the kind of experience we want our customers to have. In order toresolve this issue, we kindly ask not to use the incorrect item.

Contact our customer service team with your order number and provide details about the incorrect item you received.If possible, please include a photo of the incorrect item you received.

We'll investigate this issue and offer a solution which may include sending the correct item or providing a refund. In such cases, we will also provide details on how to return the incorrect item, at no cost to you.

All orders are processed within 12-24 hours depending on the time the items were ordered. Please note that orders are processed during business hours from 9:00 to 17:00. All orders submitted during weekends and national holidays are processed within the next business day.

Once the order has shipped, you will receive a tracking number via e-mail or SMS.

We are always trying to provide the fastest shipping option for your orders, therefore the carriers may vary based on delivery location.

Our delivery partners include Deutsche Post, DHL, DPD, FedEX and UPS.

Address changes are not possible once your purchase has been shipped. If you enter an incorrect address when placing your order, the package will be returned to our warehouse as an undeliverable shipment. In this instance, we will credit your original account in full.

Despite that you can reroute the parcel by contacting the third-party carrier in charge of order delivery via the tracking link provided. Keep in mind that there may be additional fees and longer delivery time.

We are sorry to hear that your tracking information isn't updating. This can sometimes happen due to a variety of reasons, including delays with the courier, a lag in the tracking system updates, or the package not being scanned at each transit point.

Here's what you can do:

Wait for a few more days: Sometimes carriers take longer than expected to update tracking information.

Contact the shipping carrier: You can use the tracking number provided to contact the carrier directly as they may have more information about the package's status.

Contact us: If after a few days your tracking information is still not updated, please provide us with your order number and tracking number so we can investigate and resolve this issue.

We apologize for the inconvenience caused. We understand how important it is for our customers to receive their orders on time. Delivery delays can happen due to a number of reasons, such as carrier delays, inclement weather, or high demand.

If the delay is due to a backorder or stock issue on our end, we will inform you accordingly and provide an updated estimated delivery date.

We are sorry to hear that you haven't received your package yet. Please accept our apologies for any inconvenience the issue has caused.

Here are a few steps you can take:

Check the tracking information: You can use the tracking number provided in your shipping confirmation email to check the current location of your package. Sometimes the delivery might have been delayed.

Confirm your shipping address: Please confirm that the shipping address provided with the order was correct.

If you've done all the above and still have not found your package, please contact us with your order number and the details of your issue. We will investigate the situation further and work on a solution which could be a replacement or refund depending on the situation.

We strive to ensure our customers are fully satisfied with their purchases, and if for some reason you're not, we have a return policy in place. 

Generally, our return policy allows for returns within 14 days of receiving the item, as long as the item is in its original, unused condition, and is returned with all of its packaging. 

Please note that depending on the reason for the return, you may be responsible for the return shipping costs. Once we receive your returned items, we'll process your refund or exchange as per your request.

In order to initiate refund process, we kindly ask you to contact us via e-mail hello@ninerealms.eu Our Team will provide all necessary information and labels to return the shipped items. Once we receive your returned items and verify their condition, we'll initiate the refund process. 

Please note, the refund will be issued to your original method of payment (i.e., credit card, PayPal, etc.) unless otherwise specified. 

The time it takes for the refund to appear in your account can vary depending on your bank or credit card company, but it typically takes between 1-3 business days. 

Remember, some items may not be eligible for a refund, depending on their condition.