Question How much is Shipping?
We offer FREE shipping on ALL US orders over $50.00. Average delivery time for free shipping is 3 days, but depending on your location may take up to 6 business days. Faster shipping methods are available for purchase, as well as international shipping.
99% 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.
Question How do you ship your packages?
Here at Zero Gravity Glass, we understand our customer’s concerns about privacy and discretion. Everything we ship will be in plain cardboard boxes, with nothing to indicate that the contents are glass pipes or smokeware.
Our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Nowhere on the outside of your package will you see the words “Zero Gravity Glass”.
The return address on the box will be “SMCK Distribution“.
However, “ZeroGravityGlass” will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.
It typically takes our shipping staff 1-2 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.
Please note that your shipping speed and processing time are two completely separate things. Shipping Speed is how quickly the postal carrier delivers your package across the country. Processing time is the amount of time that it takes our shipping and warehousing staff to process all the orders from the day, quality check all of the items, package them up carefully and safely, and get your box in the hands of the postal carrier.
Question Can I change my order after I’ve made my purchase?
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. Give us a call, write us in the live chat, or shoot us an e-mail (from the e-mail address associated with the order) with the order name & 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.
Question Do you require a signature on your packages?
AnswerWe 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.
Question My order never arrived. What do I do?
AnswerFirst, 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.
Question An item is missing from my shipment. What do I do?
AnswerCall us at 657-888-3343 or email us at firstname.lastname@example.org within 72 hours of receiving your order.
Question Need To Return An Item?
We need to be notified within 48 hours
after arrival for broken or defective products. Please do not return them. Contact customer service as soon as possible and we would be happy to assist you.
We accept returns of unused item(s) up to 30 days after the order has been placed. If the product has been used, even just once, we cannot accept the return.*
For return requests due to wrong size and/or gender ordered, sign in to your account and head on to our Return Portal to submit a return request.
For return requests due to wrong item(s), size, and or gender sent, send a photo of the unused item or the unopened box to email@example.com. As soon as we get the photo, we’ll email a free return label right away and send the correct item(s) as well. We will not accept returns after a month from day of package delivery has elapsed.
At this time, our current shipping solution does not allow for us to generate pre-paid shipping return labels for our international friends.
All International Purchases are final.
*If a returned item is deemed used upon inspection, it is immediately destroyed. The used item cannot be replaced, a refund cannot be issued, and we will take action to prevent any future orders from that customer account.
Question 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 (USPS, UPS, or FedEx).
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.
Question Can I have my order shipped to another address other than the one listed on my billing information?
AnswerYes. 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.
Question What payment methods do you accept?
AnswerYou can pay by any of the following: • 4 Major Cards: Visa, Discover, MasterCard, American Express • ViaBill • BITCOIN • Wire Transfer • Check
Question Do you accept Paypal?
We do not accept Paypal
due to their restrictions on tobacco, glass pipes and functional glass art. There are no exceptions to this, for Paypal has restrictions on all smoking products and accessories. Sorry ’bout the inconvenience.
We also do not accept pre-paid Visa gift cards (the ones without a CVV authorization code.)
Question What is Bitcoin?
AnswerBitcoin is a decentralized form of crypto-currency. Read more about Bitcoin here.
Question What is ViaBill?
ViaBill is a payment solution for purchases up to $300. ViaBill enables you to “Smoke now and pay later” in four equal monthly installments, interest-free.
No credit checks required.
Instantly approved in the checkout flow.
We charge you 25% of your total purchase at checkout and you pay us the rest later.
Question How do I use a coupon?
AnswerEither on your shopping cart or on the checkout page, enter your coupon code into the “Enter Coupon Code Here” field.
Question Does Zero Gravity Glass offer military / public service discounts?
AnswerYes. 10% off with valid ID. Zero Gravity Glass offers a public service discount to all active, reserve, and retired U.S. Military, Police, Fire, and EMS Personnel. To receive this discount you must type in the code “military” in the coupon code field during checkout AND email (firstname.lastname@example.org) a copy of your public service ID. Specially priced items, closeouts, or those featured on promotional mailers are not eligible for this discount. This offer cannot be combined with other discount or offers.
Question Do I have to pay sales tax?
AnswerYou only pay sales tax if your item is being shipped to California.