Damaged & Defective Items
If you receive items that are damaged or defective, please follow these steps within two business days of receiving your shipment:
TL;DR – Take pictures, email them to us (include your invoice number & item codes & how you would like to be compensated) and we’ll get back to you as quick as we can with the next steps. Don’t throw anything away until you hear back from us.
IF YOU DO NOT TELL US HOW YOU WOULD PREFER TO BE COMPENSATED FOR THE DAMAGED ITEMS (CREDIT, REPLACEMENT OR REFUND), WE WILL DEFAULT TO ACCOUNT CREDIT. If you prefer something else, just let us know - account credit can be redeemed for replacements or a refund at any time.
Please note that our damaged and defective items are meant to cover items that are damaged on arrival or non-functional. If an item was damaged in some other way (dropped by a customer or in the shop, etc.) it is not eligible for reimbursement. Also, the vast majority of our pieces are hand made and as with all hand-made items there will be minor variations in form and color that are not considered defects such as the placement of the carb hole, the size of the bowl, etc.
Missing Items & Packing Errors
We have two associates carefully double check each shipment to try and prevent missing items, but we understand that sometimes we make mistakes. Before reporting missing items, please make sure that there are no out of stock notifications on the invoice included with your package.
Missing items MUST be reported within two business days of receiving your shipment. No exceptions.
We video tape the packing of every order and reserve the right to check the footage for missing items. This may result in delays of up to one business day in processing your missing item claim.
Once your missing item claim is investigated and approved, we will send out replacements or issue a refund if replacements are unavailable as soon as possible, usually the same business day.
All prices are in USD