Help Center | Shop Information & Support | Leafz

Leafz Help Center

How Can We Help?

Questions About Products or Orders?


If you have questions about a specific product or seller, the best way to get them answered is to contact the seller directly. Select as seller below to be directed to their shop where you can reach out to them directly by phone, email, or through a contact form.

Each seller on Leafz is independent. Shop owners (or “sellers”) are independent micro-businesses who create or curate their own inventory and manage their own orders. If you have questions about an item you’re interested in or a recent purchase, the seller is the best person to ask. Leafz does not sell or ship products directly to customers. You can contact a seller by clicking on their name under the product title on individual product pages or by selecting the seller from the dropdown list on the seller contact page.

To ask a question about an item on Leafz.com:

  1. On a listing page, click the sellers name under the listing title.
  2. You will be redirected to the sellers homepage, which includes their email address, phone number and a contact form that will be sent directly to the seller.

Alternatively, you can contact sellers by selecting the seller from the dropdown list on the seller contact page.

Sellers can help you with:

  • Item details like size, color, and materials.
  • Shipping information like when an item will ship.
  • Return and exchange policies, since each seller sets their own policies.

To purchase an item on Leafz:

  1. Find an item you want to purchase on Leafz.com.
  2. Choose the options you want for that item, if applicable.
  3. Click Add to cart.
  4. A message will appear that the item has been added to your cart. If you are ready to checkout, click View Cart.
  5. Review your order on the Cart page. Take any of these optional steps:
    • Change the quantity of items you are purchasing.
    • Remove items from your cart
    • If you have one, add a coupon code
    • Enter in your shipping address
  6. Click Checkout.
  7. Enter in your billing details. If you are shipping to a different location than your billing address, select Ship to a different address and enter in your shipping information.
  8. Select your preferred shipping method from the options in the Your Order box, enter in your payment information, review and agree to the terms and conditions and shipping and return policies.
  9. Review your order to check that your information and order are correct.
  10. Click Place Order.

When you buy on Leafz, you’re purchasing from individual sellers. If you have any questions about an item or order, reach out to the seller.

Congratulations!

Leafz will send you an email confirmation for the products that you purchased. If you have any questions about your order, be sure to contact the seller directly.

You can view your order information by logging in to your account.

You can check the shipping status of your order by logging into your Leafz account. If the seller added tracking information, you can check when your order should arrive. To track your purchase:

  1. Sign in to your Leafz account.
  2. Click the Your Orders link.
  3. Find your order.
  4. You’ll see the shipping status to the right of your order:
    • Not Shipped: The seller hasn’t shipped the order yet or didn’t update the order on Leafz.
    • Shipped: The seller marked the order as shipped.
    • In Transit: The seller added a tracking number and the package has left the shipping facility.
    • Track package: If the seller added a tracking number, you’ll see Track Package. Click Track Package to see more tracking updates.
    • In Transit: The seller added a tracking number and the package has left the shipping facility.

You can also see shipping information in the shipping notification emails for your order. Click Track Package in the email notification to view the status of your delivery.

Not all shipping methods include tracking information. You can contact the seller to see if they have tracking information for your order.

If you have more questions about your shipment, or if tracking information isn’t available, contact the seller for help.

If you purchased using guest checkout, you’ll receive a confirmation email once your order has shipped. If your seller has included a tracking number, you can click Track your package at the top of the email.

If you have any questions for your seller, you can contact the seller for help.

If you don’t receive your order or it doesn’t match the description in the listing on Leafz, you can open a case with the seller.

You can check the shipping status of your order on Leafz.com by logging in to your account. If the seller added tracking information, you can check when your order should arrive.

To track your purchase:

  1. Sign in to your Leafz account.
  2. Click the Your Orders link.
  3. Find your order.
  4. You’ll see the shipping status to the right of your order:
    • Not Shipped: The seller hasn’t shipped the order yet or didn’t update the order on Leafz.
    • Shipped: The seller marked the order as shipped.
    • In Transit: The seller added a tracking number and the package has left the shipping facility.
    • Track package: If the seller added a tracking number, you’ll see Track Package. Click Track Package to see more tracking updates.
    • In Transit: The seller added a tracking number and the package has left the shipping facility.

You can also see shipping information in the shipping notification emails for your order. Click Track Package in the email notification to view the status of your delivery.

To cancel a purchase on Leafz:

    1. Sign in to your Leafz account.
    2. Click the Your Orders link.
    3. Find the order you want to cancel.

If you are able to cancel your order a Cancel Order button will be shown that you can click to cancel your order. If there is no Cancel Order button, you must contact the seller directly to request a cancelation.

Accepting your request is up to the individual seller. Submitting a cancellation request doesn’t automatically cancel your order.

All items on Leafz.com are sold by independent sellers. Each seller has their own set of policies that you can find on their shop homepage. Check the shop’s homepage to see their cancellation policy.

You can find the sellers contact information on their shop homepage. To find their shop homepage:

  1. Visit the help center contact page.
  2. Select the seller from the dropdown and click Contact Seller.
  3. You will be redirected to the sellers homepage, which includes their email address, phone number and a contact form that will be sent directly to the seller.

If you have trouble with your order—your purchase wasn’t received or isn’t as described—you might consider opening a case.

  1. Sign in to your Leafz account.
  2. Click the Account Details link.
  3. Update your account information including your name, email address or password.

If you moved and forgot to update your Leafz account, or you misspelled the address to send a gift to, don’t worry! You can change to the correct address for your order before it’s shipped, as long as the new address is not in a different country.

Change the shipping address after you placed an order
If you placed an order with an incorrect shipping address, first check that your order hasn’t shipped yet:

  1. Sign in to your Leafz account.
  2. Select Orders
  3. To the right of your order, you’ll see either Shipped or Not Shipped:

My order is Not Shipped yet
If your item is Not Shipped yet, you can contact the seller to update your address on the order or cancel your order. You can then re-order the items with the correct shipping address.

My order was already Shipped
If your item is Shipped, check the seller’s policies to see if they are able to offer a replacement or refund. Each seller has their own policies that are on their shop homepage. contact the seller to request a replacement or refund.

You can also contact the shipping service to see if they can reroute the order.

If your package is missing, most shipping services require that the sender open a claim. If this is the case, you may need to ask the seller to assist you.


Questions About Selling on Leafz?


Its easy, just click on “Sell on Leafz” or here and complete each step as prompted.

Leafz only partners with quality, certified, and professional sellers of CBD products. You will be asked to provide answers to a series of qualifying questions and provide recent / valid certificates of analysis for all your products. Due to the advanced features Leafz provides, Leafz works best for companies / brands that understand ecommerce and are looking for a new and valuable vertical to sell products and delight new customers.

The approval process differs on a case by case basis and you may be asked to provide more information. We recommend being as thorough as possible why applying to expedite the process.

You can access the Leafz seller dashboard at leafz.com/dashboard

You can change the email associated with your Leafz seller account under the Profile Management tab located in the upper right hand corner in the dashboard.

  1. Click on the user icon in the upper right corner of the dashboard
  2. Click on the Profile management tab
  3. Edit the email address in the text box labeled email
  4. Click Save options in the top right corner

You can add or edit your basic store information such as name, description, address, phone number and store logos under the Store Settings tab labeled Storefront.

  1. Click on the Store Settings tab in the left side menu
  2. Click Storefront
  3. Enter items as necessary
  4. Click Save options in the top right corner

In the Store Settings menu under Policies you can add your store’s shipping policy in the text box provided. A separate shipping policy can be assigned to a particular product in the product manager.

  1. Click on the Store Settings tab on the left side dashboard menu
  2. Click Policies
  3. Enter shipping policy information in the corresponding text box
  4. Click Save options in the top right corner

In the Store Settings menu under Policies you can add your store’s refund policy in the text box provided. A separate refund policy can be assigned to a particular product in the product manager.

  1. Click on the Store Settings tab on the left side dashboard menu
  2. Click Policies
  3. Enter refund policy information in the corresponding text box
  4. Click Save options in the top right corner

In the Store Settings menu under Policies, you can add your store’s cancellation/return/exchange policy in the text box provided. A separate policy can be assigned to a particular product in the product manager.

  1. Click on the Store Settings tab on the left side dashboard menu
  2. Click Policies
  3. Enter cancellation/return/exchange policy information in the corresponding text box
  4. Click Save options in the top right corner

In the Store Settings menu under Billing you can enter your complete banking information including: bank name, bank account number, routing number and bank address. This information will be used to execute the ACH payment from Leafz to your business for all earnings.

  1. Click on the Store Settings tab on the left side dashboard menu
  2. Click Billing
  3. Enter all bank account information
  4. Click Save options in the top right corner

Within the Leafz dashboard you have the option to use the following shipping carriers: UPS, DHL and Stamps.com (USPS). You may have one or all of these carriers connected to your seller account.

  1. Click on the Store Settings tab on the left side of the dashboard
  2. Click Shipping
  3. Click Add Carrier to connect a new carrier account, fill out the fields and click Connect carrier.

Add carrier to zone

Now that you have a carrier, you need to add it to a zone.

  1. Go to the vendor dashboard, and navigate to Store Settings > Shipping
  2. Click a shipping zone from the list of zones, and then click Add Shipping Method.
  3. Select the carrier from the list and click Add shipping method.

Configure shipping method

Each zone allows you to setup different boxes, packages and services, offering high flexibility in the shipping estimates that are displayed for your customers.

  1. Go to the vendor dashboard, and navigate to Store Settings > Shipping
  2. Select a zone from the list of available shipping zones (e.g. United States)
  3. When viewing a zone, click the pencil icon next to the shipping method to open the configuration modal.
  4. In the modal you can add your box sizes, and click to turn on services and package types to be used when calculating shipping at checkout
  5. Click Save changes

You can add, edit, remove products under the Product Manager tab on the left menu bar.

  1. Click Add Product
  2. Select the category for the product
  3. Complete the following information in the provided boxes:
    • Product Title
    • Main product description – see question bubbles
    • Product additional information – see question bubbles
    • List product ingredients
    • Upload product image – read square and size
  4. Select PRODUCT TYPE – simple vs. variable
    • Enter regular price
    • Sale price – shows up on sale page on site
    • CBD content
    • Upload Certificate of Authenticity
    • Tax status: taxable
    • Tax class: standard

Inventory Tab:

  1. Enter SKU
  2. Manage stock
    • Enable stock management at product level – HIGHLY recommended
    • Enter stock quantity
    • Backorders
    • Low stock threshold
    • Sold individually – limit one per order

Shipping Tab:

  1. Estimated shipping time
  2. Weight of product
  3. Dimensions of product
  4. Shipping class
  5. Enable per product cost

Linked Products: add products here once you get more than one product loaded:

  • Upsells: Up-sells are products that you recommend instead of the currently viewed product. They are typically products that are more profitable or better quality or more expensive.
  • Cross sells: Cross-sells are products that you promote in the cart, based on the current product. They are typically complementary items.

Attributes: This is for variations of the same product: color, size, flavor etc

Advanced:
Add a customized purchase note for the confirmation page shown to the shopper

Policies:

You can enter in product-specific policies in this section. If no policies are entered here your general seller policies will be displayed.

  1. Enter Shipping Policy
  2. Enter Refund Policy
  3. Enter Cancellation / Return / Exchange Policy

HIT SUBMIT IN THE TOP RIGHT-HAND CORNER WHEN ALL INFO IS COMPLETE TO SUBMIT YOUR PRODUCT FOR REVIEW AND APPROVAL
(or save as draft)

Once a product has been submitted, the Leafz Admin team will review the product and approve or reject the product to be live on the site. Please allow up to 48 hours for our team to review all new submitted products.

Edits can be made to products that are live on the site.

  1. Click Product Manager on left menu bar
  2. Click All Products
  3. Find the product you wish to edit in the list
  4. Click the Edit (pencil icon) button to edit the product
  5. Make necessary changes
  6. Save option in top right corner

You can upload photos for your product within the product manager when you are adding a product to the site.

  1. Click Product Manager
  2. Click Add product
  3. Click the category the product will live under
  4. Click to upload image on the right side of the edit product page. Photo must be less than 300MB

Store Logo size should be 100 x 100, maximum upload file size of 300MB

Cover Photo should be 1200 x 500, maximum upload file size of 300 MB

Your earnings, minus the Leafz Transaction Fee, is paid out the 1st of the month directly to the bank account of your choice. You can set and edit your banking information in the Billing section of the Store Settings.

You will receive a confirmation email for every new customer order. To view and manage your orders:

  1. Sign In to your seller dashboard
  2. Click Orders on left menu bar
  3. You can run reports on orders based on status, date, etc
  4. Click on View (eye icon) to view the order

You will receive a confirmation email for every new customer order. Follow these steps to fulfill and ship your orders:

  1. Sign In to your seller dashboard
  2. Click Orders on left menu bar
  3. Click on View (eye icon) to view the order
  4. Confirm Origin Address is correct (where the order is being shipped from)
  5. Confirm Destination Address (customer address) is correct
  6. In the Packaging tab, ensure the product(s) are added to a box. If products are not added to a box, they will show up under ‘Unpacked Items’. To add them to a box, drag and drop each item into the box modal. If no boxes appear, you need to add a box:
    • Click Add Package
    • Select the type of package. If you would like to enter in a custom box size, select the ‘Package’ option
    • Add a name for this package (eg: Small Box)
    • Add the inner dimensions, outer dimensions, empty weight of package and max weight of package.
    • Click Save
    • Click the Close icon in the top right of the modal
  7. In the Shipping Rates tab, select the carrier you would like to use to ship
  8. Select the rate you would like to use. Note, the shipping amount and service the customer selected will be displayed in a blue bar at the top of the tab. It is highly recommended to select the same rate the customer has chosen.
  9. Click the green Get Shipping Label button on the right side of the screen
  10. In the Shipping Label tab, click the shipping label image to view and print the shipping label
  11. Box your items in the same box size from the Packaging tab
  12. Add your shipping label
  13. Ship your package by dropping it off the package at a carrier store or set a scheduled pickup with your carrier

If you are using this method to ship, the order will automatically get marked as shipped and customer notification emails will be sent with tracking and delivery information automatically. There is no further action needed on your part.

How to manually ship an order

If you would like to manually ship an order without using the Leafz shipping features, follow these steps:

  1. Sign In to your seller dashboard
  2. Sign In to your seller dashboard
  3. Click Orders on left menu bar
  4. Click on View (eye icon) to view the order
  5. Click Ship Manually under the green Get Shipping Label button
  6. Enter in the carrier tracking URL (eg: https://www.ups.com)
  7. Enter in the Tracking ID
  8. Click Submit

If you are using this method to ship, the order will automatically get marked as shipped and customer notification emails will be sent with tracking and information automatically. However, if you choose to use this method, a delivery notification will not be sent from Leafz to the customer.

You can process refunds on orders within the individual order page on your seller dashboard. To process a refund:

  1. Sign In to your seller dashboard
  2. Click Orders on left menu bar
  3. Click on View (eye icon) on the order you would like to refund
  4. In the Items section (below the shipping options), click the green Refund Item button
    • Choose if you would like to restock refunded items
    • Enter the refund amount
    • Enter a reason for the refund
    • Click the green Refund Manually button

You can cancel orders within the individual order page on your seller dashboard. To process cancel an order:

  1. Sign In to your seller dashboard
  2. Click Orders on left menu bar
  3. Click on View (eye icon) on the order you would like to cancel
  4. In the Items section (below the shipping options), click the green Cancel Order button
  5. A warning screen will appear confirming you would like to cancel the order. If you would like to cancel the order select Confirm.

Still have questions?