📦 Shipping & Packaging
1. Is your packaging discrete?
Yes, 100%! We completely respect your privacy. Every order is shipped in plain, unmarked cardboard boxes. There are no logos, brand names, or references to “glass,” “bongs,” or “smoking” on the outside of the package.
2. How long will it take to receive my order?
Orders are typically processed and fulfilled within 1 to 2 business days from china. Once shipped, standard delivery within the US usually takes 7 to 10 business days, depending on your location. You will receive a tracking link via email as soon as your order ships!
3. Do you ship internationally?
Yes, we ship worldwide! No matter where you are located, we deliver our high-quality glassware right to your doorstep. International shipping rates and estimated delivery times are calculated automatically at checkout based on your country.
🚨 Broken or Damaged Items
4. What if my glass arrives broken?
Don’t panic—we’ve got you covered! While we pack our glass with heavy-duty protective materials, glass is fragile. If your item arrives damaged, please follow these steps:
- Do not use the item (using a damaged piece voids replacement eligibility).
- Take clear photos of the broken piece inside the original box/packaging.
- Email us at [email protected] within 48 hours of delivery with your order number and photos.
Once verified, we will send out a brand-new replacement at zero cost to you!
🔄 Returns & Refunds
5. What is your return policy?
We offer a 14-day return policy for brand-new, completely unused items in their original packaging. Due to federal legal restrictions and hygiene standards, we CANNOT accept returns on any items that have been used.
6. How do I initiate a return?
If you received an item you no longer want (and it hasn’t been used), please email us at [email protected] with your order number. Return shipping costs for personal preference returns are the responsibility of the customer.
🔞 Age Verification & Legal
7. How old do I need to be to order?
You must be at least 21 years old (or the legal smoking age in your local jurisdiction) to purchase any products from Eco Smoke Online. We reserve the right to verify your age using third-party verification software prior to fulfilling your order.
🧼 Product Care & General Questions
8. What material is your glassware made of?
All of our bongs, dab rigs, bubblers, and hand pipes are crafted from high-grade, heat-resistant Borosilicate Glass (the same durable glass used in laboratory equipment).
9. How should I clean my new glass piece?
For best results, we recommend using 91%+ Isopropyl Alcohol combined with coarse salt (like Epsom or sea salt). Shake thoroughly inside the piece to scrub resin away, then rinse warm with water until completely clean. (Pro-Tip: Never pour boiling water directly onto cold glass to avoid thermal shock!)
💳 Payment & Checkout
10. What payment methods do you accept?
We currently accept Visa and Mastercard directly at checkout. We also accept PayPal, which requires a quick manual transfer after you place your order.
11. Why did my credit card payment fail?
Card declines are usually due to one of the following reasons:
- Bank Verification: For security reasons, some banks automatically flag or block transactions related to glassware and smoke shops. Please check your email or text messages—your bank may have sent a verification alert asking you to authorize the purchase.
- Insufficient Funds: Please make sure your card balance covers the total order amount.
- Incorrect Information: Double-check that your card number, CVV code, expiration date, and billing address match your card’s records.
Still not working? If none of the above applies, please try using a different card or select the PayPal option at checkout.
12. Why is the final charge on my statement slightly higher?
The slight difference is usually due to international transaction fees or currency conversion rates charged directly by your issuing bank, which we have no direct control over. Depending on your bank’s policy, this fee is typically around 2% to 3%.
13. Why does PayPal require a manual transfer?
Due to PayPal’s strict policy restrictions regarding online payments for products in our industry, we currently use a Secure Manual PayPal Transfer process.
Please follow these simple steps to complete your order:
- Recipient Email: Send payment to
[email protected] - Amount: Send the exact Total Order Amount (USD) shown at checkout.
- Notes: Please include your Order Number (e.g.,
#1234) in the payment notes so we can match your payment.
Once you have sent the payment, our team will verify it within 12 hours. Your order status will then update from “On Hold” to “Processing,” and you will receive an automated confirmation email!