Quick Responses

We strive to respond to 100% of customer inquiries within 24 hours. Whether you need to ask us something or just want to give some feedback, we’d love to hear from you.

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The Leaf-let is our newsletter and is the best way to find out about our sales, product releases, and re-stocks, among many other things. We also do several KILLER giveaways every year that only our Leaf-let subscribers are eligible for!

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Frequently Asked Questions

Contact

  • How can I get in touch with you?

    That’s easy, just email us or give us a call at (908) 217-9669.

  • There’s a mistake on your website, how can I let you know?

    Thanks for catching it! Just let us know by email and we’ll fix it ASAP.

Orders

  • How can I track my order?

    You can view and track all of your orders right from your account page, or the email that we sent to you when we shipped your order.

    Note: Most international purchases can only be tracked until they reach the airport from which they will depart to their destination country. USPS international tracking services are only offered to select countries.

  • Will I get a physical receipt with my order?

    When you first purchased your item(s) you received an e-receipt by email. To do out part in helping preserve the third rock from the sun, we do not include any paper receipts with your package. You can, of course, print the e-receipt if you really wanted a hard copy.

  • My country prohibits tobacco shipments but I accidentally ordered some. What happens now?

    Whenever orders are placed, our staff checks the destination country against the list of countries that prohibit the entry of tobacco products. If it turns out that your country is on that list, and your order contains tobacco products, we will contact you within 1 business day and present you with two options:

    1. We can remove all of the tobacco products from the order, refund you for their cost, and then send the shipment (the shipping cost would stay the same).

    2. If the entire order was tobacco products, or you would just rather cancel the order, we could refund you the entire order cost including shipping.

Payment

  • What forms of payment do you accept?

    Pretty much all of them! You can use a Visa, Mastercard, American ExpressDiscover Card or you can pay with PayPal.

Privacy & Terms

  • Where are your most boring website pages?

    Our Privacy Policy can be found here, and out terms and conditions can be found here. We think they’re incredibly engaging though….. we couldn’t even say that with a straight face.

Returns & Credits

  • What is your return policy?

    Any product purchased from the online shop can be returned for a Shop credit, just as long as all of the return requirements are satisfied. Shop credit can be used on any product available in our Shop. In order to meet the requirements of the return policy, all of the following must be met and/or completed:

    1. Contact us from the email address associated with your account within 14 days of receiving your purchase, and let us know your order # and what you would like to return.

    2. The product(s) must be returned in their original condition (i.e. undamaged, unopened, unaltered, unsmoked, etc.) and in an appropriately sized box with an appropriate amount of packaging material to keep the product(s) safe during transport.

    3. The package must be shipped at your expense (if the product was accurately described and depicted) to our facility at:

    The Pipe Guys, LLC

    504 Madison Avenue

    Dunellen, NJ 08812

    4. Any loss, damage or theft that occurs during transit to our facility is your responsibility and we can’t issue a Shop credit for any product(s) that is lost, stolen, or damaged during transit.

    5. To have complete peace of mind, it’s a good idea to insure the product(s) being returned for their full purchase price, including any applicable taxes, and to select a tracking and signature confirmation service, or equivalent, with the courier you are using.

    After receiving your return,we’ll inspect it to make sure that it’s in its original condition. Then we’ll issue you a Shop credit in the full amount of the purchase price of the returned product(s) (excluding any applicable taxes and shipping costs). Shop credits are issued as alphanumeric codes and are sent to your email address.

  • How do I use my Shop Credit?

    Right before you check out, while you are reviewing your cart, enter your Shop Credit code in the “Have a coupon?” field and click “Apply Coupon.” If there is a balance remaining on your Shop Credit after it has been applied, you can use the rest at your next purchase with the same exact code.

Shipping

  • How do I get free shipping?

    You just need to do two things to qualify for free shipping. Live in the United States (yes, Hawaii and Alaska get the love too), and make sure your cart total is $75 or more (before taxes, if applicable). Simple!

  • Do you ship internationally?

    We do! We can ship smoking pipes and accessories to any country in the world, but there are shipping restrictions on tobacco. Below is the list of countries that we cannot ship tobacco products to:

    Belarus • Belize • Bolivia • Brazil • Ecuador • Gabon • Greece • Iceland • Italy • Kazakhstan • Lebanon • Maldives • Malta • Mauritania • New Caledonia • Norway • Portugal • Russia • Sri Lanka • Ukraine • Vietnam • Wallis & Futuna Islands

  • Which shipping couriers do you use?

    We ship all of our orders via the U.S. Postal Service (USPS), but we can also ship with FedEx and UPS upon request.

  • What happens if my package was lost or stolen?

    U.S. Residents

    While it’s quite rare, sometimes packages do suffer the fate of being lost or stolen. We know how frustrating that is, so we have taken every step to reduce the chances of that happening by offering optional free Signature Confirmation at checkout.

    Selecting Signature Confirmation with your purchase at checkout, while inconvenient at times, is the only way to guarantee that your package will not be stolen after it is delivered, as the courier is required to get a signature for the package from either you or someone at your residence.

    Not selecting Signature Confirmation does leave your package at risk of being stolen after the courier has delivered it (if you were not home to physically receive it from them).

    If you decline Signature Confirmation with your purchase(s), we cannot be responsible for any lost or stolen purchases that have a tracking status of “Delivered” on www.USPS.com.

    International Residents

    Unfortunately, we cannot guarantee the delivery of any international package as there are no guaranteed delivery services for international packages. Furthermore, the order tracking number given to you at the time of purchase will only track the package until it reaches the airport from which it will leave to its destination country. After that point there is no way for us or the USPS to know where the package is, and it is at the mercy of the destination country’s postal service and any countries it arrives in in between. We are also unable to insure any packages as each country has their own shipping regulations that can override any services we add onto the package here in the U.S.

    Although international delivery is usually very reliable, due to these circumstances we cannot be responsible for any lost or stolen international purchases.

Shop Points

  • How do I keep track of my Shop Points?

    You can keep track of your Pipe Guys Points right from your account homepage.

  • How do I redeem my Pipe Guys Points?

    Redeeming your Pipe Guys Points couldn’t be any easier. When you get to the shopping cart page, once you’ve finished shopping, you’ll see a message at the top of the screen letting you know how much you will save on your order. All the way to the right of that message will be a button that will allow you to redeem your points. Once you press that button your points will be applied to your current purchase!

Your Account

  • How do I update my shipping and billing addresses?

    You can update your shipping or billing address right from your account homepage.

  • How do I reset or change my password?

    If you’ve lost your password you can reset it here or at your account homepage. We’ll send a message with some directions to your Pipe Guys account email address. If you’re just looking to mix things up, you can also change your password here.