Frequently Asked Questions
Shipping
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How do you ship your packages?
All orders are shipped in discreet, standard brown box packaging.
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How can I track my package?
Once an order slip has been printed, our customers will receive an automated email stating that their order has been shipped and will provide you with your tracking number. If no email has been received, please check your spam folder.
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Can you cancel my order?
- If your order has not been received by the shipping carrier and you wish to cancel your order, please promptly contact our customer service at: Customerservice@thefreezepipe.com. Please be sure to include your name and order number so our customer service representatives can resolve this issue.
- If your order has been picked up by our shipping carrier, please contact the shipping carrier and have your order returned to the shipper. Once contacted, please reach out to our customer service at: Customerservice@thefreezepipe.com. Please be sure to include your name and order number so our customer service representatives can monitor your return, and provide you with a refund once received back at our warehouse facility.
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Can I update my address?
If you wish to update your address before your order gets shipped out, please promptly contact customer service at: Customerservice@thefreezepipe.com with your name, order number, and the corrected address so we may update the shipment on our end.
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Can I upgrade my shipping?
Once an order has been placed, we are unable to add any additional funds to your account. With that being said, we are unfortunately unable to upgrade your shipping method once an order has been placed.
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I purchased express shipping that stated 2-4 business days. What does this mean?
For our express shipping option, we track orders once they have been received by our shipping carrier and not for the overall processing time. Along with this, we track express shipping orders through business days; referring to Monday through Friday, not including weekends or holidays.
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I got a backorder notification, what do I do?
If you received a backorder notification, please be patient and monitor the estimated delivery date on our website. Our warehouse team will ensure that all backordered items will be shipped out to you in a timely, and effective manner.
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My package says delivered but I can't find it.
- If your order is marked as delivered but you have not received it, and you have purchased our ShipTection shipping protection service, please reach out to customer service at: Customerservice@thefreezepipe.com. Please be sure to include your name and order number in your email so our customer service representatives can further assist you.
- If your order is marked as delivered but you have not received it, and you have opted out of our ShipTection shipping protection service, please contact your shipping carrier to locate the whereabouts of your order. If any issues arise, please contact our customer service with your name and order number for further assistance.
- If your order is marked as delivered but you have not received it, and you have purchased our ShipTection shipping protection service, please reach out to customer service at: Customerservice@thefreezepipe.com. Please be sure to include your name and order number in your email so our customer service representatives can further assist you.
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My order arrived and my product is broken or defective, what now?
- If you received your order broken or defective and you have purchased our ShipTection Shipping Protection Service, please reach out to our customer service at: Customerservice@thefreezepipe.com with your name, order number, and photos of your damaged unit so that our representatives can further assist you.
- If you received your order broken or defective and you have not opted in for our ShipTection Shipping Protection Service, we unfortunately do not provide any warranty on our glass pieces so we would be unable to further assist you regarding this issue. Please check out our warranty policy linked here.
- If you received your order broken or defective and you have purchased our ShipTection Shipping Protection Service, please reach out to our customer service at: Customerservice@thefreezepipe.com with your name, order number, and photos of your damaged unit so that our representatives can further assist you.
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Do you ship internationally?
While we do ship internationally, we do not provide the option for free shipping on international orders. Along with this, we do not cover any customs or tariffs fees.
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Why is my package taking so long?
- If you believe you have waited for an excess amount of time and your order has still not been delivered, please check out our website’s product page to see if your item has been backordered. If so, please wait for the specified time of delivery.
- If your order is not backordered, please contact our customer service at: Customerservice@thefreezepipe.com with your name and order number so that our representative can assist you with the whereabouts of your order.
- If you believe you have waited for an excess amount of time and your order has still not been delivered, please check out our website’s product page to see if your item has been backordered. If so, please wait for the specified time of delivery.
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I paid for express shipping, where is my order?
- For our express shipping options, we track shipping once your order has been received by our shipping carrier and not for the overall processing time. If your order has not been delivered within the 2-4 business days after it has been shipped, please contact our customer service at: Customerservice@thefreezepipe.com for assistance.
- If you paid for express shipping and your order was backordered, we ensure that all backordered items are shipped and delivered with the 2-4 specified. If any issues of delivery, please contact our customer service.
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The item I got was not what I wanted, can I return it?
Due to the nature of our products, we do not accept returns. Our return policy can be found, here.
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Why did I only get part of my order?
If you only received part of your order, please contact our customer service at Customerservice@thefreezepipe.com with your name, order number, and photos of the items you received in the box that it came in so that our representatives can further assist you.
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Why does my confirmation email not have a tracking number?
Once an order is placed, our customers will receive an automated confirmation email which includes a summary of the purchase as well as providing them with an order number. Tracking information can be found in a separate email once your order slip has been printed.
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Why hasn't my package shipped yet?
- If you believe you have waited for an excess amount of time and your order has still not been delivered, please check out our website’s product page to see if your item has been backordered. If so, please wait for the specified time of delivery.
- If your order is not backordered, please contact our customer service at: Customerservice@thefreezepipe.com with your name and order number so that our representative can assist you with the whereabouts of your order.
- If you believe you have waited for an excess amount of time and your order has still not been delivered, please check out our website’s product page to see if your item has been backordered. If so, please wait for the specified time of delivery.
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I recently placed an order and my tracking number is not being found by the carrier website?
Once an order slip has been printed, our customers will receive an automated email stating that their order has been shipped and includes the tracking information for the purchase. Please allow up to 24 hours to see your tracking information update on our shipping carrier’s website.
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I received an email with an expected delivery date and my order still has not arrived.
Once an order slip has been printed, our customers receive an automated response that is sent out to our customers stating that their order has been shipped and includes expected delivery times. For further information regarding issues of this nature please contact our customer service at: customerservice@thefreezepipe.com with your name and order number, so that our representatives can assist you.
Products
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What size bowl do I need for my product?
For any Freeze Pipe products, our bowls can be found here.
14mm:
Recycler
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Regular Bong
18mm:
Bubbler
Bubbler XL
Bong XL
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Bong Dual
Freeze Pipe Honeycomb Bowl:
Freeze Pipe
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I broke my piece. Do you offer replacement parts?
We do offer spare parts! To locate the unit and specific piece that you would like to purchase, please check our our Spare Parts page on our website located here.
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How long do I leave my piece in the freezer?
While we usually recommend leaving your glycerin chamber in the freezer for at least an hour to ensure the coldest and smoothest hits, you are more than welcome to store your chamber for as long as you wish! Our chambers are made to withstand cold temperatures so there is no need to worry about breaking the glass.
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How do I clean my piece?
In short, soak the glycerin coils in a plastic bag with the solution and rise with warm water. To clean the base simply swirl the solution around and add warm water. For the quickest way to clean your piece, check out this custom made Freeze Pipe cleaning kit from Original 420.
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How do I use my specific piece?
For all questions regarding the functionality of your specific unit, please visit our product page on our website. There you will find that each product page has its own FAQ for each piece.
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How can I be sure this nail fits?
Our E-Nail is manufactured to have a 14MM joint built in that is compatible with our Recycler and standard Bong. However, included in the packaging with the device is a silicone rubber 18MM adaptor that allows the device to become compatible with our Bubbler XL, Bong XL, and Bong Dual.
Policy
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What is ShipTection?
ShipTection fully protects your packages in the event that it is lost, damaged, or stolen. For a full breakdown of coverages for ShipTection, please view the policies here.
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How do I redeem my ShipTection warranty?
If your item is lost in transit, was stolen, or arrived broken, please send your order number and any necessary photos to customerservice@thefreezepipe.com.
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Return Requests and Return Policy
General
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Do you have wholesale?
- If you are interested in wholesale pricing or packages, please contact our wholesale department at: sales@thefreezepipe.com
- Alternatively, please check out our wholesale Instagram account @freezepipe_wholesale
- If you are interested in wholesale pricing or packages, please contact our wholesale department at: sales@thefreezepipe.com
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How do I contact you?
- For any inquiries or inconveniences with orders, please contact our customer support at: Customerservice@thefreezepipe.com with your name, order number, and a description of the trouble you are experiencing so that our representatives can promptly assist you.
- During regular business hours, (Monday - Friday, 9 a.m. - 4 p.m. EST), text "FPQUESTIONS" to 290-71 for rapid responses from one of our Freeze Pipe employees.
- For any inquiries or inconveniences with orders, please contact our customer support at: Customerservice@thefreezepipe.com with your name, order number, and a description of the trouble you are experiencing so that our representatives can promptly assist you.
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What currency are prices listed in?
We list our prices in USD. However, for international orders the change in currency will be reflected in your bank statement
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My order didn't go through, but I still have an authorization charge on my account.
If your order did not go through and you have received a charge in your account, please promptly contact your bank regarding this issue as we are unable to alter, or up-charge orders on our end.