Frequently Asked Questions (FAQ)
You have questions, we have answers. Below are some of the most popular questions we get asked. If you don’t see your question, reach out to us and we’ll be happy to help!
Shipping and Tracking
How are orders packaged?
We maintain total privacy with discrete, plain packaging. There is no mention of smoking products or head shops on any of our packages.
How long does it take for a package to arrive?
All orders are processed within 3 days of receiving payment. Generally, orders ship out within the next business day, but sometimes this takes an extra day or two. Once shipped, your package’s arrival depends on how far the delivery point is from our distribution sites in Fort Lee, NJ, Columbus, OH, or Austin, TX.
Do you offer international shipping?
Yes, we do! International orders do not qualify for free shipping.
Do you offer any shipping discounts?
Yes, we offer free domestic shipping for purchases over $25.
How can I track my order?
Once your order is shipped, you’ll receive a tracking number to use via the courier’s website.
What happens if a product is damaged in transit?
We offer shipping insurance precisely for this reason! If you purchase insurance at checkout, we will replace any pieces that arrive damaged. If your insured package arrives damaged, you can file a claim directly at https://claims.route.com/
If you don’t purchase shipping insurance, you will have to file a claim with the courier (UPS, FedEx, etc) directly.
Do you accept product returns?
Yes, but only on unused products within 5 days of receipt of shipment. Find more information on our return policy here.
Do you accept used product returns?
No, unfortunately, we cannot accept any products that have been opened, tested, or used in the slightest.
How can I ensure I receive a replacement for an unused damaged product?
Make sure you purchase shipping insurance at checkout upon purchase. This is the easiest way to receive a replacement from Glass City Pipes directly. If you don’t purchase insurance, you must file a claim with the courier service.
When can I expect to see my refund?
We issue refunds after an inspection of the returned item, usually within 24-48 hours.
Where do you source your products?
We sell products from high quality brands across America, Canada, parts of Europe, and China.
Do you offer specific products made in the U.S.A?
Absolutely! We’re proud to offer some of the top U.S. brands in the industry. Check out our full collection of American Made products to find your new favorite.