Frequently Asked Questions (FAQ)

Who is eligible to use your website?

Individuals over the age of eighteen (18) are eligible to use our website.  None of the content on our website is intended for use by children. 

What payment methods do you accept?

We accept all major credit cards including Visa, Mastercard, American Express, and Discover for all purchases. We do not accept PayPal. All charges on our website are in U.S. dollars. 

Why are items on your website out of stock?

Unfortunately, we do run out of stock on items unexpectedly. Some glass pieces we offer are hand blown which can lead to a long production time. Rest assured, items do come back into stock every single day!

When will you restock an item?

Our restocking times vary from brand to brand and piece to piece. It generally takes about 2 to 3 weeks on any product. We might get some items in faster but that cannot be guaranteed. If you have a question about a specific product, please contact us at Headshop Customer Service

However, some items will not be restocked. One-of-a-kind pieces will not be restocked because they are unique. For everything else, we restock as quickly as possible.

What is your shipping policy?

Please check the individual product page for all delivery options.  You will pay all shipping and handling fees noted during the ordering process.  All orders are processed within two (2) days of receiving your order.  You will receive tracking information once your order ships.

If you discover that you have made a mistake with your shipping address after you have placed your order, please contact us at Headshop Customer Service immediately.

Please note, dates given for shipping and delivery are only estimates and cannot be guaranteed.  We are not responsible for any shipping delays.

Please read our full Shipping Policy.

Do you offer free shipping?

Yes, we offer free shipping on orders over $50 within the continental U.S. Smaller items and international orders ship via USPS First Class Mail or Priority Mail depending on your location and the shipping costs involved. Large orders and most vaporizers ship standard FedEx Home Delivery (or FedEx Ground for non-residential addresses), unless you upgrade your shipping method during checkout. Orders shipped to Canada will be sent via UPS.

A signature is required for orders $200 and higher.

Are there any shipping exceptions I should know about?

The following items need special consideration when shipping due to circumstances beyond our control:

  • FedEx cannot deliver to a P.O. box.
  • Butane cannot be delivered to a P.O. box address or via Air/Express methods. Butane must be shipped with FedEx Ground.

What do I do if my tracking information shows “Not Found?”

If your tracking information shows “Not Found,” wait until 7:00 pm EST for the tracking website (USPS, FedEx, or UPS) to update. Once the package is picked up by the courier, tracking information will update on the website 

If you're still having difficulty tracking your order, or if you have any other questions about your order, please contact us at Headshop Customer Service.

How soon can I expect my order?

You can expect your order to be processed very quickly. Same-day shipping is included for U.S. orders placed Monday through Friday before 2:30 pm EST. Select one of the upgraded shipping options available at checkout if you would like a guaranteed delivery date.

Do you provide weekend delivery?

While FedEx does not automatically deliver on the weekend, a Saturday delivery option may be available for your location for an additional charge upon request. If you have any questions, please contact us for assistance in placing your order at Headshop Customer Service.

How do you ship your packages?

For your privacy and security, all orders are shipped in plain, unmarked packaging with no indication of the contents on the package with no Headshop.com logo and no indication of package contents. The return label on your package will state “Shipping Department”, along with our address.

What do I do if an item is broken during shipping?

We work very hard to ensure that your package is delivered safely. However, we understand that this does not always happen. When you first receive your package, inspect the item to make sure that it is in proper working condition. If there is something that is not satisfactory, immediately take a photo and email it to us at Headshop Customer Service with your Return Merchandise Authorization (RMA) number and the photo.

We will try to replace the broken item, or if that is not possible, we can offer a refund or exchange for the piece. Exchanges must be of equal value to the broken item.

If there is breakage during shipping, we must be informed as soon as possible. Please inform us within 48 hours of the package arrival.

Please note, we ONLY accept returns on broken items if the item is unused.

What do I do if an item is missing from my order?

If an item is missing from your order, contact us at Headshop Customer Support and let us know what’s missing. If we made a mistake, we will make it right and ship you a replacement item as soon as possible. 

Also, be sure to check all of the packaging material for missing items, since smaller items can sometimes get missed there.

Do you provide product returns for a refund?

Aside from any products shown on our website as non-returnable or final sale, we provide product returns for a refund of the purchase price, minus the original shipping and handling costs provided the returns are made within thirty (30) days of delivery with valid proof of purchase and provided that the products are returned in original, brand-new condition.

Any glass damage must be reported within 48 hours of delivery.

All refunds are issued within two (2) business weeks of the date of receipt to our warehouse.

What about international returns?

We consider international returns on a case-by-case basis. We will do everything in our power to facilitate a return or exchange. However, we may not be able to accommodate due to circumstances beyond our control including higher shipping costs, taxes, customs and duty fees, etc.

Please read our full Refund Policy.

Do you provide product warranties?

We do not manufacture any of the products offered on our website.  The availability of products on our website does not indicate an endorsement of any product or affiliation with any manufacturer.  Therefore, we do not provide warranties for any products offered on our website. 

Do you have a privacy policy?

Yes, please read our full Privacy Policy.

What do I do if I cannot find the answer to my question here?

If you cannot find the answer to your question here, please send us an email with your name, your order number (if applicable), and your question. Contact us at Headshop Customer Support

Disclaimer:

The products and statements on our website have not been evaluated by the Food and Drug Administration (FDA). Products on our website are not designed to diagnose, cure, prevent, or treat any disease.