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FAQs

HOW DO I KNOW IF MY PACKAGE HAS SHIPPED AND IS ON ITS WAY?

Once you place an order, you will receive an automatic confirmation email.

Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information.

Please note that the shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center.

Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit. Please allow 24-48 hours from the time you place your order for its status to update.

WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION/SHIPPING CONFIRMATION EMAIL?

After you place your order, we always send an order confirmation email to the email you provided us.

After we ship your order, we also send a shipping confirmation email to the email you provided us.

Please be sure to check your spam/junk folder for the emails.

MY TRACKING INFO SHOWS MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT

We know how important your order is! The Hemp Pipe provides our customers with the option to track your package.

If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake.

Speak with family, roommates, etc. in the event they received it on your behalf.

The package may also have been left with property managers or an apartment office.

We will always do our best to assist you, but The Hemp Pipe does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

WHY ISN'T MY TRACKING INFO UPDATING, IS THERE SOMETHING WRONG?

This is normal. The tracking information normally lags behind the true status of your package.

If it hasn't updated in over 2 weeks, please contact support.

HOW CAN I TRACK MY ORDER?

A shipping confirmation is emailed to you as soon as your order has been shipped, which will allow you to track the status of your shipment.

What Payment Methods Are Accepted?

Accepted Payments:

PayPal Express Checkout

100% Payment Secure

HOW SOON WILL I GET MY PACKAGE?

Shipping times vary by country, but it normally takes about 10 to 25 business days for your item to arrive.

DO YOU SHIP INTERNATIONALLY?

The Hemp Pipe is proud to serve our customers from all over the world! The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction.

The site will default US Dollars on the checkout page.

It usually takes 10-25 business days to arrive in your country, however, in some instances; delivery may be delayed depending on your country's customs.

The Hemp Pipe is not responsible for applicable customs fees, import duties, taxes, or any other charges.

The customer is responsible for the charges, even if the shipment is refused upon delivery.

TAXES & DUTIES

Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country.

These charges are determined by the customs office of the specific destination.

Payment of these charges and taxes are the responsibility of the recipient and will not be covered by us here at The Hemp Pipe.

For further details of charges, please contact your local customs office.

HOW SECURE IS MY PERSONAL INFORMATION?

The Hemp Pipe adheres to the highest industry standards to protect your personal information.

Your credit card information and personal details are encrypted during transmission using the 128-bit SSL (Secure Sockets Layer technology), the same level of encryption used by large banks around the world.

Your credit card information is only used to complete the requested transaction and is NOT subsequently stored.

HOW CAN I CONTACT The Hemp Pipe?

You can contact our customer support via email: Sales@thehemppipe.com.

We do our best to respond within 1-2 business days.

How do I return an item?

Refund Policy

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Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Thehemppipe@gmail.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sThehemppipe@gmail.com and send your item to: 11005 Coen Tush Rd NE Greenville Indiana US 47124-7937.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 11005 Coen Tush Rd NE Greenville Indiana US 47124-7937

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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