8"Matrix Percs Glass Water Pipe & oil burner

Returns Policy

You may return only new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
**What if an item arrives broken?
Do not throw it away! We cannot send a replacement without photo proof.
You must provide an order number, and 2-3 clear photos of the damaged item all together, as well as the packaging.
We will replace the broken item with a functional unit at no additional cost.
We may request that you send back the original defective item at no additional cost
Do not use it. Once it's used, we cannot determine if it was DOA or if it was damaged from being dropped.
Refund Timeline
You can expect to receive your refund within 3-5 business days after handing your package over to the return shipper. However, in many cases, it arrives even sooner. This timeframe accounts for the transit time back to us (typically 5-10 business days), our processing once received (3-5 business days), and your bank's handling of the request (5-10 business days). How to Return an Item
To initiate a return, simply log in to your account, navigate to the "Complete Orders" section under the My Account menu, and click the "Return Item(s)" button for the relevant order. We'll send you an email confirmation once we've received and processed the returned item, along with details on your refund.
We primarily use USPS and UPS for shipments. It's your responsibility to verify if delivery is possible to your location before placing an order—we do not accept international orders. Upon checkout, we'll provide estimated shipping and delivery dates based on item availability and your selected options. These estimates may appear on the shipping quotes page, but please note they are subject to change and not guaranteed.
Shipping fees are non-refundable, as they go directly toward purchasing shipping labels from the carriers (not retained by us). Exceptions apply if the issue is our fault, such as sending the wrong item, shipping a canceled order, or using an incorrect method—in those cases, we'll cover the costs. We offer free shipping to all contiguous 48 U.S. states (excluding Hawaii and Alaska).