Order & Trackings.
Need help finding your Simple Glass Pipe order or tracking information? Most order updates are sent automatically by email, and orders normally ship by the next business day. If you cannot find your confirmation or tracking number, the answers below should help.
I Didn’t Receive My Order Confirmation
After you place an order, our system automatically sends an order confirmation to the email address used at checkout.
If you do not see it in your inbox, first check your spam, junk, and promotions folders. Sometimes automated order emails are filtered there.
If you still cannot find the confirmation, contact us with your name and the email address used for the order so we can help locate it.
When Will My Order Ship?
Orders normally ship by the next business day.
We are closed on weekends and most major holidays, so orders placed during those times will normally be processed on the next business day.
Once your shipping label is created, tracking information is normally sent automatically by email.
Why Does My Tracking Number Show No Movement?
A tracking number may be created before the carrier completes its first physical scan.
This means you may receive a tracking email while the package still shows a message such as Label Created, Shipping Information Received, or another status indicating that the carrier has not yet completed its first scan.
This does not necessarily mean there is a problem with your order. The package may already be packed and waiting for carrier pickup or its first facility scan.
Please allow reasonable time for the first tracking update to appear.
How Do I Track My Package?
Use the tracking number included in your shipping confirmation email.
Once the carrier has scanned the package, the tracking page should show its progress through the carrier network and provide the latest available delivery information.
Carrier tracking information is controlled by the shipping company, so Simple Glass Pipe sees many of the same tracking updates that you see.
I Chose USPS Priority Mail but It Has Been More Than 3 Days
Choosing USPS Priority Mail means we ship the order using that USPS service. It does not mean Simple Glass Pipe can guarantee the carrier will deliver the package within an exact number of days.
USPS delivery estimates may be affected by workload, weather, holidays, transportation problems, destination, or other carrier delays.
Our responsibility is to ship the order using the service selected. Once USPS has possession of the package, actual transit time is controlled by USPS.
Can You Leave My Package at My Back Door or Garage?
We do not personally deliver customer packages. Delivery is handled by USPS, UPS, or another shipping carrier.
Because of that, we cannot instruct the driver to place the package in a garage, behind a fence, at a back door, with a neighbor, or enter a door or gate code.
If your carrier offers delivery-management options, you may be able to submit delivery preferences directly through the carrier.
Why Can’t I Place an Order From Canada?
Simple Glass Pipe currently does not offer international shipping.
If the checkout does not provide a shipping or payment option for a Canadian or other international address, this is normally because the destination is outside our current shipping area.
My Order Arrived Broken or Damaged
If your item arrives cracked, broken, or otherwise damaged, do not use it and do not throw it away.
Contact us within 48 hours of delivery and include your order number, clear photos of the damaged item, close-up photos of the damaged area, and photos of the shipping box and packaging.
Please keep the damaged product and all original packaging until we finish reviewing the claim.
For complete requirements, please see our Returns & Damaged Items Policy.
My Order Is Missing an Item or Contains the Wrong Product
If something is missing from your order or you received the wrong item, contact us as soon as possible.
Please include your order number and, when possible, a photo showing everything that arrived in the package. Photos of the shipping box and packing materials may also help us review the order.
If we confirm that the mistake was ours, we will work with you to correct it.
My Tracking Says Delivered but I Don’t Have the Package
Carrier tracking can occasionally show a package as delivered before the customer can locate it.
First check around the delivery location, mailbox, front and side doors, household members, and any normal package delivery areas.
If you still cannot locate the package, check the carrier tracking page and contact the carrier for additional delivery information.
You may also contact us with your order number and tracking number if you need help reviewing the shipment information.
My Package Appears Delayed
Carrier delays occasionally happen after an order has left us.
Weather, holidays, transportation problems, facility delays, and high shipping volume can all cause tracking to remain unchanged longer than expected.
If your tracking shows no meaningful movement for an unusually long period, contact the carrier first for the most current shipping information. You may also contact us if you believe the package may be lost.
Contact Us About an Order
When contacting us, please include your order number whenever possible. That helps us find the order much faster.
Text
346-360-3770
Shipping and Support Hours
Monday through Friday
10 AM to 5 PM Central Time
Closed weekends and major holidays
If there is a problem with an order, please contact us and give us an opportunity to review it. Most shipping, damage, missing-item, and order issues can be investigated directly.
