Frequently Asked Questions

Shipping FAQ
Product FAQ
General FAQ
Policy FAQ

Shipping

  • How do you ship your packages?

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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.


  • 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.

  • 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.


  • 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.

  • 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.

  • 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.

  • 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.

  • 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.


  • 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.

  • 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

  • What size bowl do I need for my product?

    For any Freeze Pipe products, our bowls can be found here.

    14mm:

    • Recycler

    • Regular Bong


    18mm:

    • Bubbler

    • Bubbler XL

    • Bong XL

    • Bong Dual


    Freeze Pipe Honeycomb Bowl:

    • Freeze Pipe

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

General

  • 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


  • 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.

  • 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

  • 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.

Policy

  • 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.

  • 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.

  • Return Requests and Return Policy

    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

  • Privacy Policy

    PRIVACY STATEMENT


    SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

    When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

    When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

    Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.


    SECTION 2 - CONSENT

    How do you get my consent?

    When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

    If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

    How do I withdraw my consent?

    If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@thefreezepipe.com or mailing us at:

    TFPFET LLC

    1211 Pine Ave., Orlando, FL 32824


    SECTION 3 - DISCLOSURE

    We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.


    SECTION 4 - SHOPIFY

    Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

    Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

    Payment:

    If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

    All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

    PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

    For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.


    SECTION 5 - THIRD-PARTY SERVICES

    In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

    However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

    For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

    In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

    As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

    Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

    Links

    When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

    Google analytics:

    Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at


    SECTION 6 - SECURITY

    To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

    If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.


    SECTION 7 - COOKIES

    Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.

    _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).

    _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits

    _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.

    cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.

    _secure_session_id, unique token, sessional

    storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

    PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where


    SECTION 8 - AGE OF CONSENT

    By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.


    SECTION 9 - CHANGES TO THIS PRIVACY POLICY

    We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

    If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.


    QUESTIONS AND CONTACT INFORMATION

    If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@thefreezepipe.com or by mail at

    TFPFET LLC

    [Re: Privacy Compliance Officer]

    [1211 Pine Ave., Orlando, FL 32824