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FAQ
**I haven't received my order confirmation. Where can I find it?**
Upon placing your order, our system automatically sends an email confirmation. If it's not in your main inbox, we recommend checking your spam and promotional folders just in case it landed there.
**Do I need to be at home to receive my package?**
No, your presence at home is not necessary for the delivery of your package.
**Will I receive a tracking number for my order?**
Absolutely! We utilize USPS for shipping and provide tracking numbers for all orders, big or small. Once the shipping label is generated, you will receive an email containing your tracking information.
**Where is your store located?**
We are based in Houston, Texas, USA.
**Is your shipping discreet?**
Yes, we ensure discretion with all our shipments. Packages are sent in plain brown boxes without any marks indicating their contents.
**Why isn't PayPal accepted at your store?**
PayPal restricts transactions for smoking accessories, which is why we are unable to use their services.
**My item broke within three days. Can I get a replacement?**
We do not offer warranties on our products. However, we provide replacements for items that arrive dead on arrival (DOA), provided that you send us photo evidence.
**Do you accept checks or COD as payment methods?**
Currently, we only accept card payments.
**Can I pick up my order directly from your location?**
Unfortunately, we do not offer direct pickups from our warehouse as we have a dedicated fulfillment process in place.
**Why hasn't my order shipped yet?**
Our operations are closed on weekends and most major holidays. Orders are typically shipped on the next business day.
**I chose USPS Priority Mail 1-3 Business Days but didn't receive my order within 3 days.**
This option means we will dispatch your order via USPS Priority Mail. However, the delivery timeframe is subject to USPS's operations, and we cannot guarantee a 1-3 day delivery.
**Why is there no payment option available for me? I'm purchasing from Canada.**
We currently do not offer international shipping.
**There are duplicate charges on my account.**
Any declined charge may result in a temporary bank hold on your account. These are not actual charges, and your bank should release the funds within 1-2 business days.
**My order arrived broken or defective. What should I do?**
Please take a photo of the item and email it to us at cs at simpleglasspipe.com immediately. Reports of damaged or missing items must be made within 48 hours of receipt to qualify for credit. Ensure you inspect your products upon arrival.
**What is your return policy?**
If the issue arises from our end, you'll be fully credited or the items will be reshipped at our expense. In cases where the fault isn't ours, we're still willing to resend any items at our expense. Should items be damaged or broken, we may ask you to return them with a prepaid shipping label provided by us, as long as the report is made within 48 hours of receiving the products.
**How do I redeem points?**
Points can be redeemed through the 'ways to redeem' section in your rewards panel, detailing the necessary points for each reward or discount. Please log into your rewards panel before redeeming. Once you've accumulated enough points, click 'Redeem', then 'Apply code' at checkout for the discount. Redeemed rewards will be listed under 'Your Rewards', with only one reward permissible per order.
**Do you offer wholesale?**
Yes, we do offer wholesale options. Please visit [http://www.tigerwholesale.com](http://www.tigerwholesale.com) for more details.
Upon placing your order, our system automatically sends an email confirmation. If it's not in your main inbox, we recommend checking your spam and promotional folders just in case it landed there.
**Do I need to be at home to receive my package?**
No, your presence at home is not necessary for the delivery of your package.
**Will I receive a tracking number for my order?**
Absolutely! We utilize USPS for shipping and provide tracking numbers for all orders, big or small. Once the shipping label is generated, you will receive an email containing your tracking information.
**Where is your store located?**
We are based in Houston, Texas, USA.
**Is your shipping discreet?**
Yes, we ensure discretion with all our shipments. Packages are sent in plain brown boxes without any marks indicating their contents.
**Why isn't PayPal accepted at your store?**
PayPal restricts transactions for smoking accessories, which is why we are unable to use their services.
**My item broke within three days. Can I get a replacement?**
We do not offer warranties on our products. However, we provide replacements for items that arrive dead on arrival (DOA), provided that you send us photo evidence.
**Do you accept checks or COD as payment methods?**
Currently, we only accept card payments.
**Can I pick up my order directly from your location?**
Unfortunately, we do not offer direct pickups from our warehouse as we have a dedicated fulfillment process in place.
**Why hasn't my order shipped yet?**
Our operations are closed on weekends and most major holidays. Orders are typically shipped on the next business day.
**I chose USPS Priority Mail 1-3 Business Days but didn't receive my order within 3 days.**
This option means we will dispatch your order via USPS Priority Mail. However, the delivery timeframe is subject to USPS's operations, and we cannot guarantee a 1-3 day delivery.
**Why is there no payment option available for me? I'm purchasing from Canada.**
We currently do not offer international shipping.
**There are duplicate charges on my account.**
Any declined charge may result in a temporary bank hold on your account. These are not actual charges, and your bank should release the funds within 1-2 business days.
**My order arrived broken or defective. What should I do?**
Please take a photo of the item and email it to us at cs at simpleglasspipe.com immediately. Reports of damaged or missing items must be made within 48 hours of receipt to qualify for credit. Ensure you inspect your products upon arrival.
**What is your return policy?**
If the issue arises from our end, you'll be fully credited or the items will be reshipped at our expense. In cases where the fault isn't ours, we're still willing to resend any items at our expense. Should items be damaged or broken, we may ask you to return them with a prepaid shipping label provided by us, as long as the report is made within 48 hours of receiving the products.
**How do I redeem points?**
Points can be redeemed through the 'ways to redeem' section in your rewards panel, detailing the necessary points for each reward or discount. Please log into your rewards panel before redeeming. Once you've accumulated enough points, click 'Redeem', then 'Apply code' at checkout for the discount. Redeemed rewards will be listed under 'Your Rewards', with only one reward permissible per order.
**Do you offer wholesale?**
Yes, we do offer wholesale options. Please visit [http://www.tigerwholesale.com](http://www.tigerwholesale.com) for more details.
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