FAQ's

This comprehensive resource covers a wide array of topics, from product details, ordering processes, shipping information, to post-purchase support. Whether you're curious about product customization, payment options, or our return policy, you'll find concise, informative responses designed to enhance your experience and resolve queries efficiently.

General Questions

✔ Who can use your website?

Our website is meant for chill individuals who are 21 years or older. By using our site and making a purchase, you're confirming that you're legal to do so in your neck of the woods. If we suspect you are underage, we'll have to pass on serving you.

✔ Is my personal and payment info safe with you?

Totally! We take your privacy seriously and use top-notch encryption to keep your deets safe and sound. We only use your info to process your order, and we promise not to share it with anyone else.

✔ How can I pay for my order?

We've got you covered, my friend! We accept major credit cards (Visa, Mastercard, Discover) and other secure online payment platforms like DHpay and Wintopay. Choose your favorite way to pay when you're checking out.

✔ Is my personal and payment info safe with you?

Totally! We take your privacy seriously and use top-notch encryption to keep your deets safe and sound. We only use your info to process your order, and we promise not to share it with anyone else.

Order Questions

✔ Can I change or cancel my order?

Once your order is in the works, it's tough to make changes or cancellations. But don't stress! Just hit up our rad customer service team ASAP, and we'll do our best to help you out.

✔ I accidentally entered the wrong shipping address! What are my options?

If you realize you need to switch up your shipping address, just let us know ASAP. We can't guarantee we can make the change, but we'll do our best to help you out based on where your order is at in the process.

✔ How long does it take to process my order?

We've got you covered, my friend! We accept major credit cards (Visa, Mastercard, Discover) and other secure online payment platforms like DHpay and Wintopay. Choose your favorite way to pay when you're checking out.

✔ Is my personal and payment info safe with you?

We'll get your order packed up and ready to roll in about 2-5 business days. Our awesome suppliers take care of the packing and shipping, so you can sit back and relax. Once this is done, you'll receive a shipping notification email with your new tracking number so you can track those goods all the way to your door.

Heads up: Your order might sometimes be delayed when the suppliers are closed for holidays, inventory counts, etc.

If you haven't received a tracking number within 5 business days, let us know and we will help out however we can!

✔ When can I expect my goodies to arrive?

Once your order is processed (can take 2-5 business days) and hits the road, it usually takes about 10-20 business days to reach your doorstep.

✔ How can I track my order?

We'll hook you up with a tracking number via email once your order is shipped. You'll be able to keep tabs on your package and see when it's gonna arrive and join your smoking squad.

If you opt-in for Route Package Protection (strongly recommend), you can also view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. This app is not required and you'll always be able to track through the shipping email we send.

Products (Bongs, Dab Rigs & Accessories)

✔ What types of do you offer?

We offer a wide range of premium glass products, including various styles of bongs, high-quality dab rigs, and a comprehensive selection of accessories such as bowls, bangers, downstems, and smoking supplies.

✔ Are your products made from high-quality materials?

Absolutely! All our glass bongs are crafted from durable, heat-resistant borosilicate glass to ensure the highest quality and safety standards.

✔ How do I clear my bong/dab rig?

For best results, we recommend using isopropyl alcohol and coarse salt. Rinse your piece with warm water, add the cleaning solution, shake thoroughly, and then rinse again with warm water. For stubborn residue, you might need to repeat the process or use specialized cleaning solutions available in our accessories section.

✔ Do you sell replacemnet parts for accessories?

Yes, we stock a variety of replacement parts for common accessories, including different sizes of bowls, bangers, and downstems. Please check our smoking accessories categories or contact customer support if you need help finding a specific part.

Shipping&Tracking

✔Where do you ship from?

We have two warehouses: one is located in Chengdu, China, another one is located in California, USA.

 

✔ What if I need to update or change my shipping information?

Emails us ASAP through Info.samlglass@gmail.com. Nothing can be changed any more once your order is shipped.

 

✔ Is shipping discreet?

All orders are shipped in plain unmarked brown boxes or padded envelopes.

There are no logos or anything to indicate what is inside the package. Only you will know what is inside!

 

✔ How can I check whether my order has shipped?

All orders will be shipped safely and discreetly within 24~48 hours normally and an email of shipping confirmation will be sent to you with tracking information.

 

✔  How can I track the shipping?

You will receive emails for shipping updating if you have provided email when placed the order.

Or you can always click the “Track Page” button on the email of shipping confirmation that sent to you after your order shipped.
Or you may use our Track Orders page on our store by inputting your email and order No. 

 

✔ My order never arrived.

First, check the tracking. If it’s still in transit, just wait until they deliver it. It happens sometimes the delivery may be delayed due to factors like weather or holidays which is out of our control.

If your package tracking information shows delivered but you did not receive it, you will need to contact your local post office with the tracking number to see where the package was left.

 

✔ An item is missing from my package

Email us at Info.samlglass@gmail.com within 72 hours of receiving your order.

Sometimes items ship from separate warehouses so you might receive separate packages to complete your order.

 

✔ What if my order breaks during shipping?

We package all orders using our proven system we developed to prevent 99.99% of breakage during shipping. In the unlikely event you receive a broken, incorrect, or mislabeled product, please file a claim with our support team within 4 days of delivery through Info.samlglass@gmail.com. We will need CLEAR photos of the broken or incorrect items and the box in order to file a claim with the shipping carrier and proceed with a refund or a brand new replacement as you required.

 

✔ Wrong or Incorrect Address.

If you order a product and fail to put the correct and sufficient address and contact information, and the package is returned to us, you will be responsible for paying to have the product shipped to the correct address.

We use the exact address you provide when shipping a product. Please be sure to double check for typos before submitting your order.