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Frequently Asked Questions (FAQ)

We're here to help answer your questions. Below you'll find some commonly asked questions we get from customers.

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FAQ

When will my package ship?
Most orders are shipped within 3 business days and arrive within 7 days of shipment. Please note that the shipping time does not include the processing time for packaging and creating orders. Once your order is placed, our shipping team works hard to get that order packaged up well and sent out to you. In rare cases of holidays, special sales, and unforeseeable delays, processing times can take up to 2 weeks (due to the handmade nature of our products). Rest assured that the increased processing time simply means our glassblowers and shippers need a bit more time to carefully tend to each and every order. Orders are not packaged up on U.S. Holidays and other instances in which the postal services are closed.

Shipping times do not guarantee package arrival date. Although most of our products arrive within one week of shipment, we cannot guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.

Our packages are shipped out mainly via USPS or UPS. Tracking numbers are sent out via email. You will not receive a tracking number email until your package has been processed, packaged, and labeled for pick up by the postal service.

 

Will my package ship discreetly?
Our packages ship discreetly. At Whomp It, we understand our customers concerns about privacy and discretion. We ship everything in plain cardboard boxes or mail bubblers, with nothing indicating that the contents are glass pipes or smokeware. It typically takes our shipping staff 1-3 business days from the time you place your order to when your order is completely packaged up and ready to go out. From there, shipping speeds depend on what part of the world you are located.

 

How much is shipping?
We offer FREE domestic standard shipping for orders over $75. For orders under this minimum, a $14.95 flat rate will be applied.

We ship to everywhere in the United States. We will get our high-quality products to your front door safely and discreetly.

Delivery to Alaska and Hawaii - Orders over $75 ship for $14.95 standard flat rate. Add $8 onto standard delivery charges for orders $75 or less.

The cost of delivery to other countries will depend on the specific country you would like your package delivered to and will be calculated at checkout. We are not responsible for any duties or tariffs that may need to be paid upon a package’s arrival to your country.

 

Do you ship international?
We currently offer international shipping to all countries for our clothing products only. Our smoking products are only shipped within the US for now. We will begin shipping our glass pieces and other Whomp It products to more countries soon! Check back in for country updates.

The cost of shipping depends on which country you are in and will be automatically calculated at checkout. We are not responsible for any duties or tariffs that may need to be paid upon a package’s arrival to your country.

 

How can I track my package?
After your package is finished processing, the shipping service will pick up your package. You will receive a tracking number via the email you provided at checkout, which you can use to track your package. Please be aware that it may take 24 hours after the tracking number is received for the link to go live.

 

Can you hold this item for me?
Unfortunately, we do not hold or reserve items. All items for sale are first-come-first-serve, we do not wish to create an unfair advantage for anyone.


My package says delivered but I can't find it.
If your tracking information shows that your package was delivered, but you can't find it, follow these steps. Verify the shipping address. Look for a notice of attempted delivery around your door, mailbox, or typical delivery area. Look around the delivery location for your package. See if someone else accepted the delivery (a neighbor, roommate, etc.). Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail. Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival. If it's been more than 36 hours after you received the package delivery notice, send us an email. Usually, the postal carrier is able to locate your package, but either way our support staff will be there to have your back.

 

Can I update my address?
Only the original person who placed the order (the cardholder) can update the address. As long as the order has not shipped, we are able to update your address. Shoot us an e-mail (from the e-mail address associated with the order) with the order name and the correct address that you are looking to ship to. If you are looking to change shipping states, or shipping countries, additional information may be needed to prove that you are the cardholder associated with the order. If the order has been shipped, we are unable to update your address.

 

Can I cancel my order?
You can cancel your order after it has been placed, as long as the order has not already been shipped. If the order has already shipped, we cannot cancel the order.

 

Can I return my order?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

What currency are prices listed in?
All prices are listed in US currency (USD). For our international friends, this means that the amount shown on your bank account may be different than the number on your purchase receipt. This is because the receipt amount is in USD, but your bank statement will most likely be in your respective currency. Depending on your personal bank, you may be charged a conversion fee. Please note: specific countries may charge import fees. Please make yourself aware of any fees that may be imposed by your specific country of origin. We do not store any credit card information on our hosting platform, and no crew members have access to the payment processing system.


I recently placed an order and my tracking number is not being found by the carrier website?
Once your order is completely packaged up, our shippers print out and assign you a shipping label. Right at that exact moment, our system sends you an e-mail with confirmation of that tracking number. The tracking number will not be valid until our shippers hand over the package to the postal carrier, and the postal carrier scans in the package to their system. Check back again a few hours later (tracking should appear within 12 hours of you receiving your tracking confirmation e-mail). If it has been over 48 hours since you received your tracking e-mail, and your tracking link is still not valid, please shoot our team an email.

How do I contact you?
Shoot us an email at whompitglass@gmail.com.

Do you accept Paypal?
Unfortunately we do not accept Paypal due to their restrictions on glass pipes and functional glass art. There are no exceptions to this, as Paypal has restrictions on all smoking products and accessories. Sorry about the inconvenience.


What is your return policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at whompitglass@gmail.com

If your return is accepted, we’ll send you an invoice for a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at whompitglass@gmail.com.

Why does my confirmation email not have a tracking number?
Your confirmation email is simply to let you know that your card went through and that our system received your order. It is also to serve as a double check of all the items that you wanted. Please use the number on your confirmation email as a reference in case you have any questions about your order for our team. You will receive a separate e-mail as soon as our fulfillment team gets their hands on your shipment and slaps a label on that box.

 

Do I have to verify my age?
You must be 21 or older to purchase from Whomp It. Your age will be verified by AgeChecker.net in order to receive our products. Signature may be required upon delivery. If you refuse delivery and the package is sent back to us, you will be refunded your order total minus shipping costs and a restocking fee.
 

Do you ship to P.O. boxes?
Most of our items can be shipped to post office boxes, however there may be some exceptions. If there's an issue our staff will be in touch to let you know and either grab an alternate address we can ship to or assist in canceling the order.


Do you store payment or banking information in your systems?
When you place an order with us, your payment or banking information is encrypted and secure through the Payment Card Industry Data Security Standard (PCI-DSS). It is stored just long enough for the transaction to go through, and then is permanently deleted. We do not store any payment or banking information on our systems, and so have nothing to delete if requested. For more information, please see our site's Privacy Policy.

 

What do I do if my item is damaged/incorrect?
Please inspect your order upon delivery and contact us within 72 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you contact us about a damaged or defective item after 72 hours from the delivery, a refund cannot be issued.

Please send photos of the defective/damaged/incorrect item(s) and the original packaging, including the shipping label, to whompitglass@gmail.com to start the refund/replacement process. Whomp It must be informed of the damage/defect within 72 hours of the customer receiving the package to be eligible for a refund or replacement.

We may require you to return the item, if so, we cover the shipping for the defective, damaged, or incorrect item(s).


I placed an order but got an email that it was canceled right after, what's going on?
In order to offer you the best service possible, we use a fraud filter to protect against orders our system sees as fraudulent. Occasionally valid orders may be marked as fraudulent and wrongly canceled by our system. This is usually because of a mismatch between the billing address provided and the one on file with your bank. This can also happen if you are placing the order in a location very far from the shipping address provided. If you've validated your billing address but your order is still not going through successfully, please contact our support team and we can help troubleshoot with you.

My order didn't go through, but I still have an authorization charge on my account.
If your order was not successfully processed, our system will not have charged your card. However, you may still see an authorization or hold on your account. In most cases, these will go away automatically within 1-3 business days and will not post to your account, but remain "pending" until cleared. If you have any issues, please contact our support team and we'll be happy to assist.

DISCREET SHIPPING

Free shipping for all U.S. orders above $75. All orders ship discreetly.

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