FAQ
Shipping
FAQ:
How
much is Shipping?
We
offer FREE shipping on ALL US orders. Average delivery time for free shipping
is 7-15 days, but depending on your location may take up to 20 business days.
Faster shipping methods are available for purchase, as well as international
shipping.
95%
of orders are shipped within 24 hours. Unfortunately, we cannot guarantee
delivery dates or times. We do all in our power to get your items to you as
quickly as possible, but orders can be held up due to unforeseen circumstances.
Do
you require a signature on your packages?
We
reserve the right to require a signature on any order at our discretion due to
security concerns. If you are underage, DO NOT order with us. We take fraud and
underage orders very seriously, and are obligated to report all credit card fraud
to the authorities. DO NOT ORDER IF YOU ARE UNDERAGE. WE WILL FLAG YOUR ORDER.
How
can I check if my order has shipped?
Go
to My Account, and click on My Orders.
When
will my order ship?
Orders
placed before 12pm EST (when the payment is completed) are shipped same day.
All orders are shipped within 24 -48hours unless otherwise stated on the
product page.
How
do I edit or cancel an item in my order?
Email
service@wd420glass.com as soon as possible. Once your order has been shipped
out, it cannot be modified.
How
do I track my order?
Log
into your account at wd420glass.com. Click “My Account” and go to “My Order.” Click
the “Shipped” section of the page and click on the tracking number.
My
order never arrived. What do I do?
First,
check the tracking. If it’s still in transit, just wait until they deliver it.
If it says “Delivered” and it hasn’t arrived, please contact your post office
with the tracking number.
An
item is missing from my shipment. What do I do?
Email
us at service@wd420glass.com within 72 hours of receiving your order.
We
deliver the package via free shipping by default, which may take 7-15
days. You also can choose the DHL delivery if you want a faster and
quicker shipment.
Where
do you ship from?
We
ship out of China (Or California warehouse).
What
if my order breaks during shipping?
We
package all orders using a proprietary system we’ve developed to prevent 99.7%
of breakage during shipping. However, no one’s perfect, and mistakes may rarely
occur. In the unlikely event your item arrives broken, DO NOT throw away the
box or packing materials. We will need CLEAR photos of the broken items as well
as the box in order to file a claim with the shipping provider.
Depending
on the extent of the damage, we may issue a return-shipping label, or simply
tell you to toss the broken item in the trash. In either case, a brand-new
replacement item will be sent out to you.
What
will my package look like?
Your
package will arrive in a brown box. The box will not say WD420 Glass anywhere.
Can
I have my order shipped to another address other than the one listed on my
billing information?
Yes.
The billing address is only used to verify the credit card information.
However, we may request ID verification if the order is going to a different
name than the one on the credit card in order to prevent fraudulent orders with
stolen credit cards, as well as underage orders.
If
you use an American Express card to pay, your order MUST be sent to the billing
address. This is only for orders paid via American Express.
What
if I need to update or change my shipping information?
Contact
us by email service@wd420glass.com ASAP. Once your order is shipped the
destination cannot be changed.
Payment
FAQ:
What
payment methods do you accept?
You
can pay by any of the following:
Four
Major Cards: Visa, Discover, Mastercard, American Express
Do
you accept Paypal?
Yes,
we do accept Paypal.
What
if I choose to cancel my order?
Contact
us by email service@wd420glass.com with your order number ASAP.
How
do I create an account?
Click
“Sign In” at the top right corner of the page.
How
do I edit my account information?
Click
“My Account.” Here you can edit your physical address, email address, password.
What
if I forgot my password?
Click
“Forgot Password” on the login page. Our system will email you a link to reset
your password.
What
is your Privacy Policy?
We
do not share your information with anyone, ever. Read our Privacy Policy here.
Do
you offer discreet billing?
As
of now, your billing statement will show a charge from WD420 Glass. This will
change in the future.
Do
I have to pay sales tax?
We
don’t charge sales tax.
I
need a copy of my receipt/invoice.
Go
to “My Account.” Click “Order Status.” Each of your order invoices can be found
here.
When
will my credit card be charged?
Your
card will be charged when you place your order.
How
will my purchase show on my billing statement?
As
of now, your billing statement will show a charge from WD420 Glass. This will
change in the future.
How
do I use a coupon?
Either
on your shopping cart or on the checkout page, enter your coupon code into the “Enter
Coupon Code Here” field.
I
cannot complete my transaction because of an “AVS Mismatch” or “Gateway error”.
What does this mean?
WD420
Glass provides our clients with a very strict and secure checkout system to
ensure each purchase is authentic and non-fraudulent. If you did not receive an
order invoice number, then your attempted transaction was rejected. The
"AVS Mismatch" or "Gateway Error" is a direct result of
incorrect or mismatched billing information being used to complete the purchase.
What
can I do to correct and resolve the “AVS mismatch” or “Gateway error”?
The
billing information you entered for your order has to absolutely match the
information your credit or debit card company has on file for you. Street
address, phone number and email address have to be perfectly matched for the
transaction to go through successfully. Use only standard abbreviations such as
“St, Ter, Ct, Blvd or Ave.” Any variations in billing information from what
your card issuer has on record for your account will be rejected as a failed
transaction. Each failed transaction attempt will result in a temporary pending
charge to the listed account used. The account will never be charged the
pending amount and all pending charges will take up to 24 hours to be released
from the account. We highly recommend contacting your Bank or Credit Card
Company to confirm all information is accurate before placing your order. If
you are required to update your information with your card company, it will
take 24 hours for the new billing information to be confirmed in the national
database.
Returns/Exchanges
FAQ:
How
do I return my product?
You
may return UNUSED products within 7 days or your purchase if they do not meet
your requirements. First, contact service@wd420glass.com for an RMA number. Returns
will not be accepted without an RMA number. Next, carefully package your items
the same way they arrived. Be sure that all glass items are completely
surrounded and cocooned with bubble wrap and packing peanuts. In the event a
return comes back to us broken, no refund will be issued until a shipping claim
is filed and paid out.
Does
WD420 Glass accept USED PRODUCTS to be returned or exchanged?
No.
We absolutely 100% WILL NOT accept used product returns. If it looks or smells
like it was used, it will be thrown out immediately and no refund will be
issued. There are no exceptions to this policy.
I
received the wrong product.
If
you received the wrong product(s), email service@wd420glass.com within 48 hours
of receiving your package. DO NOT USE THE ITEMS. If you use the items, we
cannot replace them. Once you contact us, our team will decide whether to issue
a return shipping label and have you sent the item back, or let you keep it and
send you the correct item.
What
is your return policy?
We
understand the frustration of receiving something you ordered online and not
being happy with it. To help alleviate your hesitancy to shop online, we offer
a 7-day guarantee on UNUSED items. If you are unhappy with your item, let us
know and we'll issue a refund. All preference-based returns are subject to a 10%
restocking fee OR the option to receive store credit for the full amount of
your order. Just contact us, get a Return Merchandise Authorization (RMA#) and
send it back. After 7 days, returns are subject to a 20% restocking fee.
Customers are responsible for shipping fees on return items if the return is
due to preference. If there was a mistake in the order or an item came broken,
we will cover the cost of the return shipping.
How
do I contact you?
We
try to make it super easy to get a hold of us. If it’s a question about your
order, you can fill out our contact us form, email us at service@wd420glass.com.
If you have questions about an item, the following contact methods are
available:
Contact
Method
12-24
hours Email service@wd420glass.com
12-24
hours Instagram @wd420glass
12-24
hours Messenger @wd glass
Can
I change my order after I’ve made my purchase?
Yes,
but only before it is shipped out. If you need to make a change to your order,
contact us immediately by Email, Messenger or Instagram. Once your order is shipped
it cannot be changed.
What
if I do not like my item(s) and want to return the items for an exchange?
No
problem. Contact us by email to set up an exchange. We will issue an RMA number
and have you sent the item(s) back. If the item you’d like instead is of a
greater value, just pay the difference. If it’s of a lesser value, we’ll pay
you the difference!
When
will my refund credit appear on my account?
You
should see a refund post to your account 1-3 business days after the refund is
issued. This may depend on your banks policies.
Product
FAQ:
Are
the photos the actual pipes for sale?
All
of our photos are taken of actual products from our inventory. Please understand
that all of our products are hand made by human artists, and as such may have
minor variations in size, shape, or color from the ones pictured. Any
variations are minimal, aesthetic, and will never affect functionality. If one
of our manufactures changes a product enough that it’s very different from the
previous ones, we will take new photos and edit the product listing.
When
do you restock your products?
As
soon as we are running low on a product, an order is placed with the
manufacturer to restock our inventory. As soon as the order arrives, it goes
through quality control and the stock is updated on our site.
What
if I want an item that’s out of stock?
Email
us service@wd420glass.com. We will notify you when this product
is back in stock.
How
can I find out correct size information I need for a particular product I want
to purchase?
Every
product has a specification explaining Joint Type and Height right next to the
image (or below the image on mobile devices). If you have any questions about
size, do not hesitate to contact us. Our team will be glad to help.
Can
I customize the items?
Yes.
We make customized items if the MOQ is about 50+. The MOQ may vary according to
different products. You can get a VIP
price if you place a larger order. Please Email sales@wd420glass.com if you
want more details about OEM.
I've
looked all over the Internet and I just can't believe how cheap you are! How???
We
are an online only retailer with no physical store. The reduced overhead costs
of not having a retail store combined with our sales volume allow us to offer
products at prices well below our competitors.