FAQs

HOW DO I RETURN OR GET A REFUND FOR AN ORDER?

WE STRIVE TO MAKE SURE YOU ARE SATISFIED WITH YOUR PURCHASE. AS A RESULT, WE HAVE A VERY ROBUST EXCHANGE/REFUND POLICY. IT CAN BE FOUND HERE.

WHAT PAYMENT METHODS CAN I USE TO PLACE MY ORDER?

YOU CAN USE VISA, MASTERCARD, DISCOVER, AMERICAN EXPRESS, AND APPLEPAY TO PLACE AN ORDER ON OUR WEBSITE.

HOW LONG DOES IT TYPICALLY TAKE BEFORE I RECEIVE MY ORDER?

GENERALLY, ALL PACKAGES SHIP WITHIN THREE BUSINESS DAYS OF YOU PLACING YOUR ORDER. IF THE THIRD DAY FALLS ON A WEEKEND OR A HOLIDAY, YOUR PACKAGE WILL SHIP THE FOLLOWING BUSINESS DAY.

HOW DO I USE MY GIFT CERTIFICATE / COUPON CODE?

OUR GIFT CARDS NEVER EXPIRE AND THEY ARE ALL DIGITAL. THIS MEANS THAT YOU WILL NOT GET A PHYSICAL CARD TO USE TOWARDS YOUR PURCHASES. INSTEAD, YOU WILL RECEIVE A CODE FOR YOUR GIFT CARD PURCHASE WHICH YOU CAN APPLY TOWARDS ANY FUTURE PURCHASE. THE CODE WILL BE ENTERED DURING CHECKOUT AND YOUR GIFT CARD AMOUNT WILL BE APPLIED TO YOUR PURCHASE TOTAL.

 

COUPON CODES CAN BE ENTERED AT CHECKOUT. ONCE ENTERED, YOUR SAVINGS WILL AUTOMATICALLY BE CALCULATED AND APPLIED TO YOUR PURCHASE.

THE ITEM I WANT IS OUT OF STOCK. WHAT DO I DO NOW?

IF AN ITEM YOU WOULD LIKE TO PURCHASE IS OUT OF STOCK, YOU HAVE THE OPTION OF SIGNING UP FOR THE WAITLIST FOR THAT PARTICULAR ITEM. ONCE THE ITEM IS RESTOCKED, YOU WILL RECEIVE AN EMAIL LETTING YOU KNOW THE PRODUCT IS AVAILABLE AGAIN FOR PURCHASE.

I WANT TO ORDER MULTIPLE OF A SPECIFIC ITEM, BUT I DON’T SEE AN OPTION TO INCREASE THE QUANTITY ON THE PRODUCTS PAGE.

YOU CAN INCREASE THE QUANTITY OF AN ITEM TWO WAYS:

 

(1) YOU CAN HIT THE “ADD TO BAG” BUTTON MULTIPLE TIMES (TO THE DESIRED AMOUNT); OR,

 

(2) UPDATE THE AMOUNT OF THE ITEM WHILE IN THE SHOPPING CART.

I PURCHASED A CRYSTAL PIPE, BUT WHEN I RECEIVED
MY ORDER THE PIPE LOOKED USED. 

WE NEVER, EVER SHIP USED PRODUCTS TO OUR LOVIES. 

ALL OF OUR CRYSTAL PIPES ARE HAND-CUT FROM NATURAL STONES.  DURING THE CUTTING PROCESS, SOME RESIDUE GETS INTO THE CHAMBER OF THE PIPE.  SINCE WE TRY OUR BEST TO HANDLE ALL PRODUCTS AS MINIMALLY AS POSSIBLE (FOR YOUR SAFETY) WE DO NOT WASH THE PIPES BEFORE SHIPPING. 

TO CLEAN YOUR PIPE, SIMPLY PLACE IT IN A BOWL OF WATER WITH EQUAL PARTS RUBBING ALCOHOL & SALT, AND MOVE IT AROUND IN THE WATER SOLUTION GENTLY.  YOUR PIPE WILL BE CLEAN AND ITS INTEGRITY WILL BE PRESERVED. 

WHEN I GOT MY WHITE FREYA, IT LOOKED LIKE IT HAD
MAKE-UP STAINS ON IT.  WAS I SENT A USED PRODUCT?

NO, YOU WERE NOT SENT A USED PRODUCT.  ALL OF OUR PRODUCTS SHIP BRAND NEW.  YOUR WHITE FREYA MAY HAVE SOME BROWISH NOTES ON IT; THAT OCCURS SOMETIMES WHEN AIR HITS THE WHITE CEMENT DURING THE MOLDING PROCESS.  DESPITE THIS, THE HIGH QUALITY YOU’VE COME TO EXPECT OF THE FREYA REMAINS THE SAME.