Frequently Asked Questions
Can you offer wholesale?
Yes, in fact we prefer wholesale.please don’t hesitate to shoot us an email to discuss the wholesale business.
Do you have a smoke shop, or maybe you are planning to open one? Are you looking for the best supplier? We have the solution for you! Our factory has plenty of advantages for the wholesalers. We can offer you very interesting bulk discounts, customer service support and other benefits. The biggest advantage is that you can buy products from our web store of very high quality made from durable and borosillicate Pyrex glass. Our handy glass blowers produce only the best products in very wide selection of all different sizes, shapes, designs etc.
How to become a wholesaler of our glass smoking products?
If you are interested in wholesale, please contact us through our e-mail ???.com. We will send you our wholesale information and conditions. If everything sounds great for you, we will create you an account with wholesale prices.
Please do not hesitate to contact us. We are looking forward to our wholesale partnership.
Can you manage OEM/ODM Order?
Yes,We have our own design team, marketing specialist as well as experienced operation staff.you can send your design or pictures with your inquiry details to us,also welcome to visit our factory to have a face to face conversation and communication.
If we contract a special OEM items, will you exclusively produce the item for us and not offer them to any other customers? Can you manage OEM/ODM Order?
Yes,we can manage OEM production,and we have 16 years experience of OEM .and we only supply the special items to you exclusively.
How to handle the customs clearance for glass pipes?
we have our own way to manage the customs clearance for the items your ordered from our store.
and Our policy is” You will receive what ordered, and no need to worry about anything when you buy something from us”.
what types of shipping methods are available?
we have several different shipping Methods:
1) By courier such as DHL, UPS and Etc.
2) By normal Aircargo, When order arrvies, UPS or Fedex will pick boxes and do door to door shipping service.
3) By Sea shipment in container, when container arrives sea port, UPS or Fedex will do door to door shipping.
All my shipping methods are door to door shipping service.
How long will it take for my order to arrive?
1) If by courier such as DHL or Fedex, it will take 7 to 10 days to arrive.
2) If by normal aircargo, it will take around 12-15 days to arrive
3) If by sea in container, it will take around 25-40 days to arrive.
What countries do you ship to?
Currently we ship to: Australia, Austria, Belgium, Brazil, Canada, Chile, Colombia, Costa Rica, Denmark, Egypt, Finland, France, Germany, Ireland, Italy, Mexico, Netherlands, Poland, Spain, Switzerland, Thailand, United Kingdom, United States and a few more.
No promises, but if your country isn’t on the list shoot us a quick email and we’ll see what we can do for you!
Do you ship to P.O. boxes?
Most of our items are able to be shipped to post office boxes, however there may be some exceptions. If there’s an issue our staff will be in touch to let you know and either grab an alternate address we can ship to or assist in canceling the order.
How can I track my package?
After your package is finished processing, the shipping service will pick up your package. You will receive a tracking number via the email you provided at checkout, which you can use to track your package at what the exact stage that your shipment is.Please be aware that it may take 24 hours after the tracking number is received for the link to go live.
Can I pre-purchase or place a hold on a product?
We are able to hold products in advance,just please email our sales team. But basically We follow a strict “First come, First serve” policy.
Can I have my order shipped to another address other than the one listed on my billing information?
The billing information is only required to authenticate the card being used. If you wish to change the shipping address, just contact us instantly at any time.The billing information you enter for your order has to absolutely match the information your credit or debit card company has on file for you. Street address, phone number and email address have to be perfectly matched for the transaction to go through successfully. Use only standard abbreviations such as “St, Ter, Ct, Blvd or Ave.”
Do you ship orders on weekends?
No, we only ship orders on Monday through Friday during business hours.
What if I need to update or change my shipping information?
Please immediately email our customer service department and request to make the necessary correction to the information you provided. Only the original person who placed the order (the cardholder) can update the address. As long as the order has not shipped, we are able to update your address. Give us a call, write us in the live chat, or shoot us an e-mail (from the e-mail address associated with the order) with the order name and the correct address that you are looking to ship to. If you are looking to change shipping states, or shipping countries, additional information may be needed to prove that you are the cardholder associated with the order. If the order has been shipped, we are unable to update your address.
Do you store payment or banking information in your systems?
When you place an order with us, your payment or banking information is encrypted and secure through the Payment Card Industry Data Security Standard (PCI-DSS). It is stored just long enough for the transaction to go through, and then is permanently deleted. We do not store any payment or banking information on our systems, and so have nothing to delete if requested.
For more information, please see our site’s Privacy Policy.
What if my order arrives with broken or damaged product?
Do not throw any of the packing material or boxes away. Please email customer service within 24 hours of receiving the item. We will require photos of the damaged box and product in order to facilitate any refund or exchange requests? For more information, visit our Returns & Exchanges page.
Do you require a signature for my package upon delivery?
No, we do not require at signature at delivery.
Can I change my order after I’ve made my purchase?
Yes, if your order has not been packaged, we can make changes at no charge. However, if your order has already been packaged, we require an 18% restocking fee for each package we have to reopen.
What if I do not like my item(s) and want to return the items for an exchange?
We require an 10-18% restocking fee for each item that is being returned. You are responsible for providing the shipping costs to have the exchanged item(s) reshipped to you.
What if I want to cancel my order before it ships? Will there be a fee?
Yes, We require an 10-18% restocking fee for all canceled orders.
How long does it take for a refund to be returned to my account?
It can take up to 3-5 business days for the refunded amount to be placed in your credit or debit account. Please contact your bank for their policy on this.
How long do I have to make returns?
You have 15 days from the date you received your purchase to return it with an 18% restocking fee.
Any returns made between 7 and 60 days after receiving your purchase will be subject to a 25% restocking fee.
After 60 days, all purchases are non-returnable.
Is there a restocking fee when returns are made when ordering the wrong size?
No, there are no restocking fees for returns made when ordering the wrong size on particular products.
*Content Updated December 2020