FAQ's OG Express

Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

Title

Last updated: November 2025

1. Account

Title

2. Orders

Title

3. Payments

Title

4. Shipping

Title

5. Contact

1. Managing Your OG Express Account

Your OG Express account is your personal dashboard where you can securely manage all aspects of your shopping experience.
Within your account, you can easily update your name, email address, phone number, password, and shipping/billing addresses.
You also have full control over your preferences, like subscribing or unsubscribing from promotional emails and notifications.

Security is one of our highest priorities.
We use industry-leading encryption and multi-layered protection to safeguard your account and personal information.

If you ever forget your password, you can quickly reset it using the “Forgot Password” link on the login page. For additional security measures, we recommend updating your password periodically and keeping your device secure.

If you experience any login issues or need assistance managing your account, our support team is available to help you restore access and update your profile details.

Common Account Actions:

Update Profile Information
Reset Password
Manage Address Book
View Order History
Manage Communication Preferences

2. Tracking and Managing Your Orders

At OG Express, we make it simple to keep track of your purchases from start to finish.
After placing an order, you will immediately receive an order confirmation email. Once your package ships, you’ll receive a shipping confirmation email along with a tracking number to monitor your delivery progress in real-time.

Through your OG Express account dashboard, you can view:

Current & Past Orders
Order Statuses (Pending, Processed, Shipped , Delivered)
Shipping Details & Tracking Informations
Invoice & Billing Details

When will my order ship?

Once you place your order, our team immediately begins processing it to ensure fast delivery.

Orders placed before 2:00 PM Pacific Time (PST) on business days (Monday–Friday) are typically processed and shipped the same day.

Orders placed after 2:00 PM PST or during weekends/holidays are processed the next business day.

You will receive an Order Confirmation Email once your order is successfully placed, and a Shipping Confirmation Email with tracking information once your order leaves our fulfillment center.

Please note: During high-demand periods or promotions, processing times may take an extra 1–2 business days.

How can I track my shipment?

As soon as your order ships, you’ll receive a Shipping Confirmation Email that includes your unique tracking number and a link to track your shipment online.

You can also:

Log in to your OG Express account

Navigate to “My Orders” section

Click on your order to see real-time tracking updates

Depending on the shipping carrier (USPS, UPS, FedEx, etc.), there may be a short delay between receiving your tracking number and the carrier’s website updating the package status.

If you do not receive tracking information within 48 hours of placing your order, please Contact Us and we’ll assist you immediately.

3. Payment Methods & Billing

OG Express offers a variety of secure payment methods to make checkout fast and easy.

We currently accept all major credit cards (Visa, MasterCard, American Express, Discover), debit cards, and select digital wallets (Apple Pay, Google Pay where available).

All transactions are processed through encrypted payment gateways to ensure your financial information remains safe.

Important Payment Information:

Your payment is authorized at checkout and charged once the order is confirmed.
If a transaction fails, please double-check your payment information or contact your bank.
In the case of a refund, funds are returned to the original method of payment within 5-10 business days after processing.

Troubleshooting Payment Issues:

Verify the billing address matches the one on your card.
Check with your bank for authorization blocks.
Use an alternative payment method if problems persist.

4. Shipping Questions

OG Express ships orders throughout the United States using trusted delivery partners to ensure your order arrives safely and on time.

We offer multiple shipping options at checkout, including:

Standard Shipping: Delivery in 3–5 business days

Expedited Shipping: Delivery in 2–3 business days

Overnight Shipping: Order is processed and shipped same day

Once your order ships, you will receive a shipping confirmation email with a tracking number you can use to monitor your shipment.

Please note that delivery times may vary during holidays, peak seasons, or due to weather conditions.

Shipping Policy Highlights:

Orders placed before 2 PM PST are processed the same day.
Free standard shipping for orders over a certain value (promo-based).
Shipping charges are non-refundable in the case of returns unless the return is due to an error on our end.

Can I cancel or change my order after purchase?

We process and ship orders very quickly, so there is a very small window to cancel or modify your order after it’s placed.

If you need to request a cancellation or change:

Please contact our support team immediately after placing your order.

If the order has not yet been processed or shipped, we will do our best to accommodate your request.

If the order has already been shipped, unfortunately, we won’t be able to cancel or change it. However, you may still be eligible for a return once you receive the item (see our Refund Policy).

Pro Tip: Always double-check your shipping address, product selection, and quantity before confirming your order to avoid any issues!

What happens if an item is missing or damaged?

We take great care in packaging and shipping your order, but if you receive a package with a missing or damaged item, don’t worry — we’ll make it right.

Here’s what to do:

Contact our support team within 7 days of delivery.

Provide your order number, photos of the packaging and/or damaged items, and a brief description of the issue.

Our team will investigate and quickly work with you to resolve the situation — either by replacing the missing/damaged item or issuing a refund where appropriate.

We sincerely apologize for any inconvenience and appreciate your patience.
Customer satisfaction is our top priority!

5. Submit a Complaint or Report and Issue

At OG Express, we take customer feedback seriously.
If you encounter any issues with your purchase, service, or overall experience, you can submit a formal complaint through our Help Center.

Types of Complaints We Handle:

Order problems (wrong item, damaged item, missing item)
Product quality concerns
Delivery delays
Billing and payment discrepancies
Customer service concerns

Once a complaint is submitted, a dedicated support team member will review it and get back to you within 24–48 business hours.

We aim to resolve all complaints fairly and promptly, ensuring a positive outcome.

Your voice matters, and we appreciate your input to help us improve and serve you better.

Explore our categories

Shop Now

Peace of Mind, Built In

FREE Shipping

All order ships free—fast, discreet, and reliable. (Free for $99+)

14-Day Hassle-Free Returns

Not satisfied? Send it back within 14 days, no stress.

Customer Support by Email

Questions? Reach us anytime at support@ogexpress.com.

FAQs

What makes OG Express different from other cannabis brands?

We source exclusively from trusted small farms in the USA, focusing on premium, federally legal hemp-derived THC products that deliver consistent potency and quality.