Return Policy - Glass City Pipes

Return Policy at Glass City Pipes

Glass City Pipes accepts returns an all unused products within 5 days of receipt of shipment as long as they are in their original, unopened packaging. We absolutely can not accept returns on any used products. 

To file a return:

1. Please take several photos of the pipe that show that it has not been used. If the product arrived in item-specific packaging, please take photos of the unopened packaging.

2. Send these photos to us at customerservice@glasscitypipes.com along with your order number and your reason for requesting a return. 

3. We will then email you a pre-paid shipping label to attach to the original box and ship the item back to us.

4. Once the item is received and inspected, we will be able to issue you an even trade for a new product or we will provide you with store credit in the full amount of the original purchase. 

Credit card refunds can only be arranged by special request. Credit card refunds can only go to the card used at the time of purchase. Additionally, credit card refunds will incur a 15% restocking fee. 

Returned to Sender

In the event that your package is returned to sender due to an invalid address being submitted, you can choose to have it reshipped to an alternate or corrected address. You will be charged for the cost of the postage. If your package was returned to sender, please reach out to customerservice@glasscitypipes.com so we can help you sort out this issue. 

Items Damaged in Transit

All items damaged while in transit will be replaced with the same piece. If the same piece is not in stock, then the damaged piece will be replaced with another piece of equal value that is agreed upon with the customer or with store credit. Broken packages must be photographed and documented prior to a return package being sent out. Glass City Pipes must also be informed about the damage within 2 days of the arrival of the shipment. Please send an email to customerservice@glasscitypipes.com with your order number and the photos to begin the return process. 

Please be courteous and patient as we remedy any situations related to damaged items. We will remedy as quickly as possible and will be able to work our best with a calm and understanding customers. 

Refunds are generally issued within 24-48 hours of receipt and inspection of the returned item. 

If you would like to do a 2nd consecutive return or exchange, you will be responsible for payment of shipping.