Frequently Asked Questions
I have received my order and something is missing?
Please contact us at firstname.lastname@example.org or call us toll free at 833-877-8423.
An item in my order arrived broken. What do I do?
Here at SVI we do everything possible to ensure that our products are packaged safely. However, once it leaves our warehouse, it is out of our control. If you receive a product that is broken, email us at email@example.com.
We will ask you to take a few detailed pictures of the product in the box that we can then show the carrier. After that, safely dispose of the broken glass and we will then send you another product or a refund.
I would like to return/exchange my product.
Please see our shipping and returns page located at the bottom of every page.
Do you price match?
We have some of the most competitive prices in the industry. But if you see a price that is higher than what is listed on another website, send that link to firstname.lastname@example.org.
Note: We will not price match Ebay due to the number of fake products listed there.
Is your packaging discreet?
Of course! Customer privacy is very important to us. We ship all of our products in either unmarked boxes, or USPS Priority boxes depending on what shipping option you choose.
What forms of payment do you accept?
We take all major credit cards.
Why do you not accept Paypal?
Paypal has strict regulations against using their payment services for glass pipes. Because of this, we are unable to offer it as a form of payment.
My pipe broke. What do I do?
While we do not offer a warranty on our products, our Save my Glass program is designed for those who have broken their pipe. Just take a picture of it broken, include your name on a piece of paper next to it. Then send that picture to our email email@example.com.
This program is for former customers as well as new customers. It does not matter if you have never purchased a product from us. We will send you a one-time use discount code to use whenever you would like.