Eaze Customer Service — Expert Guide for Consumers and Operators

Overview: who Eaze serves and what to expect

Eaze is a technology platform that facilitates retail cannabis ordering and regulated delivery; the company launched in 2014 and is headquartered in San Francisco, CA. Customer service for on-demand cannabis differs from typical e-commerce because every transaction requires age verification, regulated product handling and, in many cases, in-person ID checks at delivery. Expect customer support to operate around order windows (when deliveries are active), with most interactions handled through the app or web help center rather than a single public phone line.

From an operational standpoint, Eaze’s support model is built to solve three high-frequency issues: delivery logistics (late or missing orders), compliance/age-verification problems, and payment/refund cases. If you use the platform, plan for a workflow where initial triage happens in-app, an agent documents the case, and resolution involves either a refund, credit, or re-dispatch depending on inventory and compliance constraints.

Official contact channels and primary resources

Always start with Eaze’s official help center: https://eaze.com/help. The help center routes inquiries to in-app chat, email ticketing, and self-serve articles that cover order status tracking, ID verification, and refunds. In-app support is the primary, fastest channel because it ties your account, order ID and delivery tracking into a single ticket visible to agents and local dispatch partners.

Secondary channels include the Eaze support ticket form available on the help site and verified social accounts (search “Eaze” on Twitter and Instagram for status updates). Do not rely on third-party phone numbers found through search engines; they are often outdated. If your issue escalates beyond normal support, request a supervisor through the ticket and document the ticket number and timestamps for every interaction.

What to have ready before contacting support

Speed up resolution by preparing documentation and account data before you open a ticket. The most productive cases include an order number and evidence that ties your claim to a time and place (screenshots, delivery window, and any ID or payment proof required by law).

• Order number and exact order time/date
• Account name and email/phone on file; last 4 digits of the payment card used
• Clear photos or screenshots showing the problem (missing item, wrong product, delivery receipt, ID rejection screen)
• Driver details when available (driver name, vehicle description, photos) and any messages from the driver

Common problems and step-by-step resolutions

Late or missed delivery: First, check live order tracking inside the app (many delays are visible there). If the tracking shows “out for delivery” but you’ve waited beyond the listed ETA, open an in-app chat and provide the order ID and your current address. Typical quick remedies are: re-dispatch if inventory allows, a partial credit for missing time, or a full refund when a delivery cannot be completed due to logistics or compliance refusal.

Wrong or missing items: Immediately photograph the products you received and the packing slip, then submit those via the ticket. For inventory mistakes, most platforms will refund the price of missing items and any applicable taxes within a single ticket; expect internal processing times that commonly span 3–7 business days for refunds to show back on your card, though platform credits can be faster.

Age verification failures and compliance holds: If your account or delivery is flagged for age verification, do not attempt to bypass the process. Typical support resolution requires you to upload a government-issued photo ID (driver’s license, passport) via the secure upload method in the help center and sometimes a selfie for liveness checks. Medical-patient exceptions (where allowed) require valid medical ID and paperwork. If verification fails, support will explain the deficiency and what corrective documents are required.

Refunds, cancellations, and pricing transparency

Cancellation policy: Orders can usually be canceled free of charge up until the point the order enters the dispensary or is dispatched. After dispatch, cancellation is often not possible because products are already in the regulated supply chain. Always check the app’s order status and cancellation button before assuming an order can be halted.

Fees and taxes: Delivery fees, taxes, and service fees are shown at checkout and itemized on the receipt. Tipping the driver is typically optional but customary; if a tip was accidentally overpaid or charged twice, include a screenshot of the payment and tip line in your ticket to request adjustment. Refund timing varies by payment processor—platform credits are usually immediate, while card refunds can take several business days.

Escalation, regulatory recourse, and documentation

If support cannot resolve a compliance or safety concern to your satisfaction, document all support tickets, timestamps, order receipts and photographs. Ask the agent for a formal case/ticket number and the name or ID of the supervisor who handled your escalation. This documentation is crucial if you need to escalate externally.

For regulatory complaints in California, the state’s Department of Cannabis Control provides consumer complaint forms (see https://cannabis.ca.gov). When filing with regulators, include copies of your receipts, order numbers, and every support interaction. Regulators will not resolve logistics issues faster than the operator, but they can address compliance breaches, unlicensed operators, or safety incidents.

Practical tips to get faster, better outcomes

Follow these operational best practices to reduce friction and accelerate support resolution: open issues through the app whenever possible; attach clear evidence; keep communications concise and factual; and always request and save the ticket number. If you need a faster response during a delivery window, the in-app chat or live-tracking page is almost always superior to email.

• Use in-app chat for real-time issues; include order number in first message.
• Attach photos/screenshots and the exact address string as shown in your account.
• For payment disputes, contact your bank only after exhausting the support ticket and keeping records of the agent response—chargebacks can prolong resolution and may compromise regulatory compliance on cannabis transactions.

How can I talk to customer service faster?

7 AM is the Best Time to Call
The best time of day to call customer service is in the morning. On average, call center wait times are 70% shorter before noon (between 5am and 12pm).

Does Eaze still work?

Eaze ‘Winding Down’ Operations, Will Update Employees About Cannabis Delivery Service’s Future. The company’s management is working with new ownership to determine if operations will reopen in 2025. The largest cannabis delivery service in the nation may no longer be in business come 2025.

Why is Eaze shutting down?

The closure follows a foreclosure auction in August for its assets due to “the ongoing challenges of the California cannabis market,” CEO Cory Azzalino posted on LinkedIn on Monday. Billionaire investor James Henry Clark’s FoundersJT bought the assets for $54 million.

What are the legal issues with Eaze?

Despite Eaze’s initial success, the company was hit hard by legal and financial issues, including the conviction of former CEO James Patterson for fraud. Additionally, investor lawsuits and high executive turnover have plagued the company in recent years, contributing to its downfall.

Who is the new owner of Eaze?

A bundle of Eaze assets was purchased for $56 million by FoundersJT, a firm owned by Netscape co-founder James Henry Clark. The acquisition by Clark, a tech billionaire and the largest investor in Eaze, follows his May foreclosure on the delivery service after it defaulted on a loan.

How do I contact Eaze?

Reach out to us at [email protected], and we’ll respond as quickly as possible within our operational hours. Our team is dedicated to providing thorough, personalized solutions to meet your needs. For immediate assistance, our chat support is available at eaze.co/support.