Returns & Damaged Items

　We want returns and damaged-item claims to be straightforward. Eligible unused products may be returned within 30 days of delivery. If an item arrives cracked, broken, or damaged, please contact us within 48 hours and keep both the item and the original packaging until we finish reviewing the claim.

30-Day Return Policy

　If you are not satisfied with an eligible item, you may request a return within 30 days of delivery.

　Returned products must be unused and in their original condition. Because these products may come into contact with the mouth or other materials during use, we cannot accept used products for return.

　Shipping charges and optional expedited or upgraded shipping fees are generally non-refundable unless the return is caused by an error on our part.

　Before sending anything back, please contact us with your order number so we can confirm the return instructions.

What If My Item Arrives Broken or Damaged?

　Glass can occasionally be damaged during shipping even when it is packed carefully. If your item arrives cracked, broken, or otherwise damaged, please contact us within 48 hours of delivery.

　To help us review the claim, please provide

• Your order number

• Two or three clear photos showing the damaged item

• A close-up photo of the cracked or broken area

• A photo showing the complete item when possible

• Photos of the shipping box and internal packaging

　Do not use a damaged item.

　Once an item has been used, it may be difficult for us to determine whether the damage occurred during shipping or after delivery.

　Do not throw the damaged item or packaging away.

　Please keep the damaged item, shipping box, and original packing materials until we confirm that the claim has been completed. We may occasionally need additional photos or may request that an item be returned.

Replacement or Refund for Verified Damage

　After we receive the required information and verify the damage, we will review the claim and arrange an appropriate replacement or refund according to our policy.

　If the problem was caused by an error on our part, such as sending the wrong item, we will work with you to correct it without requiring you to pay additional shipping costs.

　In some cases, we may request that a damaged or defective item be returned. If we require a return for a verified problem that is our responsibility, we will provide instructions before you ship anything back.

Why We Require Photos

　We know taking photos of broken glass is not the fun part of opening an order, but the photos help us understand what happened without making customers automatically ship damaged glass back to us.

　A close-up photo shows where the damage occurred, while a full-item photo helps us identify the exact product. Photos of the box and packing materials can also help us determine whether the damage happened during shipping.

　This information allows us to review most legitimate claims much faster.

Do Not Use a Damaged Glass Item

　If you notice a crack, chip, broken joint, damaged stem, or other visible damage, please stop and contact us before using the product.

　Using damaged glass may make the damage worse and may also make it impossible for us to determine whether the item arrived that way.

　For both safety and claim verification, do not use a damaged item while the claim is being reviewed.

Do Not Throw the Item Away

　Please do not dispose of a broken or damaged product until we tell you the claim has been completed.

　In most cases, clear photos may be enough for us to review the problem. However, certain claims may require additional verification or return of the original item.

　If the product or packaging has already been discarded, we may not have enough information to verify the claim.

Used Items

　Used products are not eligible for normal returns.

　This is especially important for smoking products because once an item has been used, it cannot normally be resold for hygiene and safety reasons.

　Please inspect your order carefully before using it. If something looks cracked, broken, incorrect, or damaged, contact us first.

Wrong or Missing Items

　If we sent the wrong product or something is missing from your shipment, contact us as soon as possible with your order number.

　Photos of the products you received and the shipping packaging may help us review the order more quickly.

　If we confirm that the mistake was ours, we will work with you to correct it.

Return Shipping

　For standard returns where the customer simply no longer wants an unused item, the customer is generally responsible for return shipping unless otherwise stated in our current policy.

　If the return is caused by a verified mistake on our part, we will provide instructions for handling the return or replacement.

　Please do not send an item back without contacting us first.

Returned-to-Sender Packages

　If a package is returned to us because the shipping address was incorrect, incomplete, undeliverable, or otherwise rejected by the carrier, contact us after the package has been returned.

　If you want the package shipped again to a corrected or alternate address, additional postage may be required.

　Please double-check your shipping address before submitting your order. A small address mistake can turn a simple shipment into a long round trip.

Refund Processing

　Once an approved return is received and reviewed, we will process the eligible refund.

　After we issue the refund, your bank or card provider may need additional time to post the credit to your account. That processing time is controlled by the financial institution rather than Simple Glass Pipe.

　If you believe an approved refund is missing after a reasonable processing period, first check your account and then contact your card provider. If you still need help, contact us with your order number.

How to Contact Us

　For returns, damaged items, missing products, or order problems, please include your name and order number whenever possible.

　Email

　cs@simpleglasspipe.com

　Text

　346-360-3770

　We normally respond during business hours within approximately one to two business days.

Before You Contact Us About Damage

　For the fastest review, please remember these four things

1. Contact us within 48 hours of delivery

2. Do not use the damaged item

3. Do not throw away the item or packaging

4. Send clear photos of the item, damaged area, and shipping packaging

　Keeping these items together makes it much easier for us to verify what happened and help resolve the problem.