Contact The Alchemy NYC

The Alchemy Chelsea storefront line. Connects to a budtender or shift lead during business hours. Use it for pickup readiness checks, current daily specials, real-time inventory questions, current cultivar availability on a specific harvest, and the specific budtender shift coverage if you want to time your visit. Phone number listed at thealchemy.nyc/chelsea-dispensary/.

The Alchemy Flatiron storefront line. Same scope as the Chelsea line, routed to the Flatiron storefront team. Phone number listed at thealchemy.nyc/flatiron-dispensary/.

Phone hours match storefront operating hours. After-hours calls roll to voicemail and a team member returns the call the next business day during business hours. We prefer email for any inquiry that needs a written record, that ties to an order number, or that requires routing across the founding team and the compliance officer.

The compliance officer and the founding leadership team are not directly reachable on the storefront lines. Compliance and leadership inquiries route through the email inboxes below. The press team is not reachable through the storefront lines either; [email protected] is the dedicated channel.

For accessibility, we accept relay service calls through standard providers (Sprint Relay, Hamilton Relay, Sorenson VRS). The team is trained on relay protocol and we extend patience accordingly; relay calls run slower than direct voice and we do not rush.

General inquiries: [email protected]. Customer questions, product feedback, suggestions, store feedback, neighborhood-event questions, and general comments. Response within one business day. Use this channel as the default when you are not sure where to route a message; we will forward to the right inbox internally if the topic warrants.

Delivery support: [email protected]. Delivery-specific questions including order status, address verification, scheduling, courier issues, building access notes for the courier (lobby buzzer codes, doorman conversations, freight elevator access), and lobby coordination. Response within one business day during the active delivery window, faster during peak afternoon and evening hours when delivery is actively running.

Compliance concerns: [email protected]. Questions about NYS OCM compliance, age verification protocol, COA verification, product testing, Part 113 packaging, Part 124 delivery rules, Part 118 employment, advertising rules under 9 NYCRR §116, or to surface a compliance concern about an Alchemy operation. Response within one business day. Compliance concerns can also be filed directly with NYS OCM through the complaint portal at cannabis.ny.gov; OCM is the regulator of record.

Press inquiries: [email protected]. Journalists, podcasters, photographers, documentarians, and other media professionals. Subject line should include outlet and topic. See /press/ for the full press protocol including spokesperson directory, media kit details, and on-site visit scheduling.

Careers: [email protected]. Application questions, interview scheduling coordination, candidate references. For active applications, the formal portal at /careers/ is the faster path. The email inbox is for follow-up questions on an in-progress application, not for initial submissions.

Wholesale and vendor inquiries: [email protected]. NYS-licensed cultivators and processors interested in distribution partnership with our curation team. The curation lead reviews vendor submissions monthly. Response within five to ten business days given the monthly review cycle. Inquiries from non-NYS-licensed entities or from unrelated B2B vendors get routed accordingly.

Privacy and data rights requests: [email protected]. Customer requests for access, correction, deletion, or portability of personal data; marketing opt-out coordination; complaints under applicable privacy law. Response within one business day for active matters; rights requests fulfilled within 30 days of verified identity confirmation.

Accessibility requests: [email protected]. Specific accessibility accommodation requests beyond the standard storefront access (large-format menus, alternative communication formats, sensory accommodations, ASL coordination). Response within one business day. See the full accessibility statement at /accessibility/.

Email response time is typically one business day for active customer inquiries. Holidays, peak retail weeks (the period around 4/20, Pride weekend, Thanksgiving Eve, and the December holidays), and Mondays after long weekends may extend response by an additional 24 hours. We acknowledge receipt during the extended-response windows so customers know the message landed.

The chat function on thealchemy.nyc is staffed during business hours by a budtender at one of the two locations. Chat handles product questions, ordering help, pickup coordination, cultivar availability questions, and most first-touch customer support. The budtender on chat can route to a shift lead for escalation issues, to the compliance inbox for regulatory questions, and to the press inbox for media inquiries.

The chat is text-based, which makes it accessible for deaf and hard-of-hearing customers as a primary channel rather than a fallback. Customers who prefer text-based communication for any reason (sensory sensitivities, language preference where written English is stronger than spoken, scheduling around a busy day) can rely on the chat for the same scope of support as a phone call.

Outside business hours, the chat tool collects the message and routes to email follow-up the next business day. The auto-response at the start of an after-hours chat will surface this. The chat history is retained per the privacy policy retention schedule (13 months for identifiable online activity; aggregate analytics indefinitely).

Customers placing orders through thealchemy.nyc can access order-specific support three ways. The order confirmation page links to the active order status. The chat function during business hours connects to a budtender who can pull the order details from the system. Email [email protected] with the order number in the subject line for written follow-up.

Common online order support topics that we handle fastest by email with the order number are order modification requests before fulfillment starts (typically a 15-minute window from order submission to fulfillment-handoff), pickup status updates, delivery ETA updates, payment troubleshooting, and ID verification issues at point of pickup or delivery.

Once an order has been fulfilled and is in courier handoff for delivery, the courier app provides the live tracking and the easiest contact path for the delivery in progress. The courier reaches out via the in-app messaging when they arrive at the building, and the recipient can flag any building access notes (lobby buzzer code, doorman name, freight elevator location) directly to the courier from the order tracking page.

For pickup orders, we hold the order at the counter until end of business day on the day of order. Orders unclaimed by close are returned to inventory. Customers who need to delay pickup beyond same-day can email [email protected] to request a hold extension before the close-of-business cutoff.

Walk into either Chelsea or Flatiron during business hours for in-person customer service. Sales floor staff can answer product questions, conduct a full consultation, process a new order, and route to a shift lead for any issue that requires escalation. A returning regular checking on a product they liked last visit is the fastest in-store interaction, often three to five minutes. A first-time customer doing a full consultation runs ten to twenty minutes. A complex consultation involving multiple cultivars, dose considerations, or interaction caveats can run thirty minutes; we do not rush.

Bring a valid government-issued photo ID that proves you are 21 or over. Acceptable identification includes driver's license, state-issued non-driver photo ID, US passport, US passport card, US military ID, IDNYC, and any government-issued international passport with photo and date of birth. Out-of-state IDs are accepted. Photocopies and digital photos are not accepted; NYS OCM rules and Cannabis Law §70(2) require the physical document at point of sale.

Peak retail hours at both stores: Fridays and Saturdays from 5 pm onward, the days surrounding 4/20 and Pride weekend, Thanksgiving Eve, and the December holiday period. Off-peak windows that produce shorter wait times: mid-morning and early afternoon on weekdays. The quiet back-of-house consultation area is available at either location for customers who prefer a slower-paced consultation; ask the front desk.

The Alchemy supports customer accessibility needs at both locations. Wheelchair access is available at both Chelsea and Flatiron with step-free entry, accessible counter heights, and circulation space sized for mobility devices (36-inch minimum primary aisles). Lowered checkout counter sections at 34 inches above floor level are staffed on request. Accessible restrooms meet ADA Title III standards where restrooms are available to customers.

Service animals as defined by the ADA are welcome on the sales floor at both locations. We do not require service animal documentation and we follow the ADA-permitted two-question protocol if a service animal's status is ambiguous.

For specific accessibility accommodation requests beyond the standard storefront access (large-format 18-point menus, alternative communication formats, sensory accommodations, ASL interpreter coordination, video relay service calls, spoken menu walkthroughs for low-vision customers), email [email protected] in advance of your visit with the specific accommodation needed. Advance notice helps us coordinate the accommodation before your visit and ensures the relevant team member is on shift.

See the full accessibility statement at /accessibility/ for the operational detail across WCAG 2.1 AA website conformance, ADA Title III physical accessibility, NYC Human Rights Law obligations, and the communication accommodation list.

If you have a customer service concern, a compliance concern, or a safety concern, the channel below applies.

Customer service concerns. Email [email protected] or speak with a shift lead at either location during business hours. We escalate to store management within 24 hours. The store manager follows up directly with the customer within 48 hours. We document the concern and the resolution for internal review and we adjust the relevant operational protocol if the concern surfaces a systemic issue.

Compliance concerns. Email [email protected] to surface a concern about an Alchemy operation. We acknowledge within one business day, document in the compliance log, and investigate with the compliance officer. For any NYS-licensed dispensary, file directly with NYS OCM through the complaint portal at cannabis.ny.gov. OCM is the regulator of record for licensed cannabis operations and the authoritative channel for any compliance concern.

Safety concerns at one of our locations. If there is an immediate safety concern, call 911 first. Notify the team after the situation is stabilized. We follow the standard NYS retail safety protocol and document every incident for review by the founding leadership team and the compliance officer.

Suspected unlicensed cannabis activity in NYC. Report to NYS OCM at cannabis.ny.gov. Unlicensed cannabis retail in New York State is illegal and OCM, along with the NYC Sheriff's Office, runs an active enforcement program against unlicensed operators. The licensed retail tier is structurally different from the unlicensed gray market (Metrc tracking, Part 113 packaging, lab-tested product, age verification at multiple points), and reporting unlicensed activity protects the licensed market.

For physical mail (not for cannabis or product shipment): The Alchemy NYC, c/o The Alchemy Chelsea, 302 8th Avenue, Manhattan, NY 10001.

We do not accept mailed orders, mailed cannabis returns, or any mailed cannabis product. NYS OCM rules prohibit cannabis shipment through US Postal Service, and federal law under 21 USC §812 (Schedule I, Controlled Substances Act) prohibits cannabis shipment across state lines regardless of carrier. The mailing address is for business correspondence, legal notices, vendor contracts, and other non-product mail only. Legal service of process should be directed to our registered agent for service of process on file with the New York Department of State; the registered agent name and address is available on request through [email protected].

The Alchemy maintains a small footprint on social media consistent with NYS OCM advertising rules (9 NYCRR §116), which restrict cannabis advertising in venues that reach minors and across other specified contexts. Our active channels are documented on the homepage footer and rotate as platforms update their cannabis-content policies.

We do not respond to press inquiries, customer service questions, compliance concerns, or order support requests through social media DMs. Those channels exist for brand communication only, and we direct any inbound DM to the appropriate email channel listed above. Customers who try to route a question through Instagram or another platform typically see a turnaround that runs 24 to 72 hours longer than the same question through the dedicated email inbox.

We do not respond to public comments or reviews on social platforms with order-specific or compliance-specific detail. Customer privacy is non-negotiable, and a public reply that confirms or denies someone's status as a customer of The Alchemy would violate that protection. We route any substantive social-media interaction to the relevant private email channel.

After business hours, the storefront phone lines roll to voicemail and chat messages route to email follow-up the next business day. Email inboxes are not actively monitored overnight. We acknowledge after-hours messages at 8 am the following morning when triage runs.

For active safety concerns at one of our locations during business hours, the team escalates to the shift lead and the store manager immediately. The shift lead has direct authority to call 911 if the situation warrants. We follow the standard NYS retail safety protocol and document every incident for review by the founding leadership team and the compliance officer.

For active compliance emergencies (OCM compliance officer on premises requesting documentation, cultivator or processor recall notification requiring immediate inventory hold, payment processor outage affecting a transaction in progress), the shift lead escalates to the compliance officer and the founding leadership team through internal channels not surfaced on this public-facing contact page.

A customer planning a first visit who has specific needs (a particular budtender request, a longer consultation window, a specific cultivar to evaluate, an accessibility accommodation, a translation requirement, a companion or personal-care-attendant arrangement) can coordinate the visit in advance through [email protected] with the subject line indicating the nature of the request. Advance coordination is welcome and produces a better visit. We hold the consultation slot, brief the relevant team member, and prepare any product the customer wants to evaluate.

A customer planning a press visit, a partner visit, a vendor visit, or any other non-standard interaction should route through the corresponding dedicated inbox ([email protected], [email protected], etc.) rather than the general hello inbox. Routing the request through the right inbox saves a routing step on our end and produces a faster confirmation.

Storefront addresses and license status through the OCM public licensee directory at cannabis.ny.gov/dispensary-verification. NYS OCM compliance rules at cannabis.ny.gov/regulations. NYC Smoke-Free Air Act at the NYC Admin Code §17-501 et seq. The OCM consumer complaint portal at cannabis.ny.gov for any unresolved compliance concern. The federal Schedule I cannabis status at 21 USC §812.

The Alchemy Chelsea and Flatiron license documents are displayed in customer-visible frames inside the vestibules of each storefront.