FAQs

Your order status tell you the status of any order you’ve placed with us. Here’s a quick summary of what each status means:

• Needs Manual Review: Your order was flagged for security reasons and is being manually reviewed by one of our agents to make sure everything looks good. This process usually takes a few hours and rarely ever more than 1 business day. Hang tight! 
• Ready to Ship: Your order was processed and accepted, we’re working on preparing your products and sending them your way!
• Pending Shipment: Your order was processed, prepared, and is waiting to be picked up by our carrier.
• Partially Shipped: Part of your order has shipped and is on its way to you. Some items, however may arrive separately and at later dates.
• Completed: Your order was processed, shipped, and sent out to you. You'll receive a tracking number for your order and should expect it to show up soon! 
• Needs Payment: Your order was received, but we’re still awaiting payment to fulfill it. This status is usually related to a product subscription with a failed payment. You may need to update your credit card or other information. 
• Canceled: Either you or a member of our team has canceled your order. You will not be charged and the order will not be fulfilled. If you didn’t cancel your order, please contact our customer support team.

The Deal of the Day is a 7ohfactory's biggest daily discount — and yes, we’re often selling it at a loss. Each day, we spotlight one featured product for a limited-time flash sale, typically lasting just 4 to 6 hours.

These exclusive offers can slash prices by up to 85% off, with some products dropping as low as $1. It’s our way of saying thanks to our fans — with a deal that’s almost too good to be true.

Because this deal is so extreme, it comes with a strict quantity limit per order to keep things fair and prevent stockpiling.

That means the Deal of the Day only applies when you add the maximum quantity allowed (or fewer) to your cart. If you go over that limit — even by one — the discount won’t apply at all, not even to the first few items. So to lock in the deal, make sure your cart stays within the limit.

We recommend acting fast — once the deal expires or sells out, it's gone. A new product drops every day or so, so check back often and don’t sleep on a steal.

Joining our Rewards Program is easy! If you already have an account with us, you’re already signed up for our Rewards. If you don't, simply create an account on 7-OH Factory and that's it! No further action is required.

A gift card is a form of payment that can be used to make purchases at 7-OH Factory in lieu of credit or debit cards. All you need to do is purchase a gift card and your account will then hold a balance that you or the recipient of the gift card can use on future purchases.

To see your gift card balance, check its expiration date, and find your gift card code, please visit your account's Gift Cards tab.

To refer someone to shop with us, head over to your account and click on the Rewards tab. There, you’ll find an option to enter any email address you’d like. Click “Invite” after adding all email addresses and we’ll take it from there! They’ll receive an email with an invitation to join 7-OH Factory's rewards program (and a 50% OFF coupon to use on their first purchase!). There are no limits to the number of referrals and rewards. You can refer as many people as you want! 

Your order was flagged for security reasons and is being manually reviewed by one of our agents. Once we confirm your order is not fraudulent and you are over the age of 21, your order will be approved and shipped.

If our agents require additional information to verify your account, you may receive a call from them. This usually only happens with first-time customers and once we verify your details, you're verified forever. This step is taken to prevent both, potential customers and existing customers from falling victim to fraud, scams, or theft. Age verification is required under federal laws and regulations. 

If our team determines that your order is not fraudulent and you are of legal age to consume our products, your order will be approved. If our team determines that your order is fraudulent or you are underage, or they can't get in contact with you after several attempts, your order will be canceled. 

This process usually takes a few hours and rarely ever more than 1 business day. No other action is needed from your side, just hang tight!

There are many ways to earn reward points! Here's a list of the easiest ways to earn:

• Earn 500 points for creating an account.
• Earn 2,500 points for referring friends who spend more than $50 on their first purchase, and an extra 2,500 points for every 5 people referred.
• Earn 10 points for every $1 spent at our store.
• Earn 100 points for leaving a review (maximum 2 every 30 days).

You can purchase a gift card the same way you would any other product! Simply visit our Gift Cards page and select your desired gift card balance amount.  If you’re part of our Rewards Program, you can use your points to redeem gifts, including gift cards.

By referring someone to shop with 7-OH Factory, you’ll get 2,500 Factory points ($25 value) once they create an account and make a purchase of $50 or more. For every 5 people referred who have made purchases reaching or exceeding the $50 threshold, you’ll get an extra 2,500 Factory points for a total of $150 in Factory points!

Your order was received, but we’re still awaiting payment to fulfill it. This is usually related to product subscriptions with a failed payment. You may need to update your credit or debit card before we can process and ship your order.

To change your Subscription payment method: 

1. Go to the Subscriptions tab in your Account.
2. Click "View" on the subscription item you wish to edit. 
3. Click on the Edit icon next to "Payment Details"
4. Select the existing payment method you wish to use or add add a new card.
5. If using an existing payment method, click on it and save your changes. If adding a new payment method, fill out your information and save your changes.

To redeem a gift card, all you need to do is enter your gift card code in the gift card field during checkout. To find your gift card code, visit the Your Orders tab or look through your email to find the code.

To check your gift card balance, you can visit the Gift Cards tab on your account page. There, you'll see your active and inactive gift cards and the remaining balance of any gift cards currently active. 

Alternatively, you can visit our Gift Cards Balance page and enter your unique gift card code plus the email originally used to purchase the gift card. You’ll see your gift card’s remaining balance there as well.

At Chill Clouds, we guarantee that you will receive the highest discount possible, regardless of any ongoing sales. For example, if we're running a 30% off sale and you have a 40% off coupon, we will honor your coupon and apply the higher of the two discounts to your final bill. Please note that we do not allow coupon stacking, meaning you may only use one coupon per purchase.

If you need to cancel your order, please contact us at (754) 799-3939 as soon as possible. We cannot accept cancellations once your order has been shipped. If you missed the cancellation window, you can still request a refund by logging into your account and initiating the refund process. Please note that our refund policy generally allows returns for most unopened products within 30 days of delivery. For more information, please refer to our refund policy.

Once your order has shipped, we will send you a tracking number via email that you can use to track your package on the shipping agent's website, such as UPS, USPS, or FedEx. You can also find your tracking number in your account dashboard on our website. Please note that if the tracking indicates that your package was delivered but you have not received it, you should contact the shipping agent or your local post office for further assistance. It is important to keep in mind that there may be delays in delivery and tracking updates.

When you shop at 7-OH Factory, your satisfaction is our utmost priority. If you're not happy with your purchase, we'll put in the work to make it right.

If you are unhappy with your product for any reason, our 100 Day Make-it-Right Guarantee allows you to request refunds or returns within 100 days from purchase. If 100 days have passed since your purchase, we can't offer you a full refund or exchange.

For more information on 7-OH Factory's refunds and returns policy, please visit our refund policy.

Any gift card that you purchase does not expire. Free gift cards claimed from promotions or sales, however, expire within 30 days of claiming.

7-Hydroxy, specifically 7-hydroxymitragynine, is a powerful metabolite of mitragynine, which is the primary active alkaloid found in kratom leaves. It is known for being more potent than mitragynine itself.

Yes! Every single one of our products is third-party lab tested to ensure safety, accuracy, and purity. You can find lab results under the 'Learn' tab in our menu. 

7-hydroxy is generally considered safe. However, safety around 7-hydroxy, like other kratom alkaloids, depends on responsible use. High doses or prolonged use may pose risks, including dependence or negative side effects.