Frequently Asked Questions

All orders are shipped in discreet, standard brown box packaging.

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.

• 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.

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.

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.

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.

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.

• 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 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.
  

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.

• 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.

• 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.

Due to the nature of our products,  we do not accept returns. Our return policy can be found, here.

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.

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.

• 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.

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.

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.

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.

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.

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.

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.

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.

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.

Because the majority of our products are fragile and can be used for activities that are legal in some states and not in others, we do not take any returns. Our policies can be found below:

Warranty

Returns

• 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

• 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.

We list our prices in USD. However, for international orders the change in currency will be reflected in your bank statement

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.