You've got questions, well we've got answers. Check below for the following Q/A: General, Customer Service, Shipping, and Returns / Refunds / Exchanges.

General FAQ

A modular/custom bong is a piece you can interchange different bases, percolators, and mouthpieces to create endless design options. Want a small sesh in the morning, but a big bong at night? Well a customizable bong allows you to set it up based on however you are feeling with ease. Pretty cool right??

The Prism custom bong uses a a threaded system to tightly secure each piece together. Check out of assembly video for more info.

The Halos are made of an aluminum exterior, molded plastic threads on the inside, and 2 silicon gaskets to create an air tight and safe seal. Each end of the Halo has a thread with a gasket that twist around each piece of glass. You twist one piece of glass onto the Halo and then twist another piece of glass into the bottom of the Halo until both ends are tight. Check out of assembly video for more info.

Yes and no. If depends if you have the old clamp style setup verse the threaded Halo style. Each can only be interchangeable within their own system. However, once you purchase a certain system, you can intermix all of our glass types within that system.

It depends on your preferences, but we always recommend either the single stack tall mouthpiece with a beaker base OR the standard mouthpiece, with a percolator, and a beaker base. The second option is really 2 bongs in 1! Kind of a no brainer.

Prism has designed (4) 3D Custom Bong Builders unlike anything in the industry. There is one for fully assembled bongs and ones for just bases, percolators, and mouthpieces. Each one allows you to pick your glass types, glass colors, and decals. While you do so it is building it right in front of you on the screen to help you visualize exactly what perfect piece is.

"Cleaning a bong is easy", said no one ever, until they owned a custom bong! So all you have to do is disassemble your piece and fill it with your preferred cleaning agent. Shake it up and let it sit, then rinse out. It’s that easy. No more hard to reach spots! We do suggest purchasing some cleaning caps. Check out our cleaning page for more info.

No it does not. The threads are unique to Prism, but we have tons of options for you to choose from always releasing new styles.

You can place your Prism glass in the dishwasher on the top shelf, but we have found this can fade your decals. We are not suggesting you put your glass in your dishwasher though, but if you do, the glass should be fine. However, please note, the Halos are NOT dishwasher safe and should not be placed in the dishwasher. See our cleaning page for more info.

All of our bong bases and mouthpieces are made of high end 7mm borosilicate glass. So it’s thick! All percolators and bent mouthpieces are made from 5mm borosilicate glass due to the detail work within the percolators. However, 5mm is still a solid thickness. Now that doesn’t mean the glass won’t break because it’s still glass but, at least it has a fighting chance.

Unfortunately, we’ve all been there when our stomach drops to the floor as our beloved bong breaks. Not a good day. Luckily, with a custom bong, it’s super easy and inexpensive to replace just the broken part instead of an entire new bong. Whewf!

However tall your heart desires! Just make sure you have a Beaker or Big Honeycomb Base to stabilize the base of the bong! And maybe someone holding it too if you’re building a really tall one haha!

The 14mm bowl works for our Beaker Base and Klein Incycler

The 18mm bowl works for our Percolated Beaker Base and both Honeycomb Bases.

The Prism design team is always innovating and scheming up new designs. It’s kind of what our founder does best. 100% ideas man that one. So our goal is to try and have new items on the website on a quarterly basis. Follow us on IG @prismwaterpipes to see all new item releases or sign up for our newsletter.

Prism does not repair broken glass even if it’s a Prism piece.

Unfortunately we do not make personalized pieces at this time.

Unfortunately our shop is not open for tours.

Yes you can! We are in headshops all over the US and a few international ones. If you do not see us in your local headshop, let them know to give us a call and we'll get them hooked up!

Yes, please use this link for a wholesale inquiries.

Yes we do. See here for the link.

Customer Service FAQ

Sorry, but we can’t apply discount codes to orders retroactively.

If you receive an error while trying to submit your order, you may see a pre-authorization charge on your billing account. This pre-authorization should clear within 2-3 business days. If it does not go away, please contact your bank.

Sometimes banks will place holds on a card. If this is the case, please wait a few days to see if the hold(s) are dropped. If they are not, contact your bank for further assistance.

Unfortunately, we do not due to Paypal’s restrictions on smoking products and accessories.

Every state and country is different. Please refer to your state or country tax regulations.

Our shop and customer service hours of operations are Monday through Friday, 9 am to 5 pm (East Coast Standard Time). We are closed on weekends and holidays. However, feel free to reach out on IG at any time and they will try to help you as best as they can.

You must be 21 years of age or older to purchase from our store.

Shipping FAQ

Prism ships all their orders in a discrete brown box.

No we do not.

Duties, taxes and other fees are determined by the customs agency within the destination country and are the responsibility of the recipient. These fees will be due at the time of order at the request of the carrier and are non-refundable. A restocking fee of 15% will be charged if an order is returned to our warehouse due to failure to pay required fees or is turned around at the border. Prism Waterpipes is not responsible for customs duties. For more information, please contact the designated carrier directly with your shipping and tracking information.

The order confirmation email only confirms we have received your order. Once your order ships, you will receive a shipment confirmation email with a tracking number.

If you would like to change the requested address added during checkout, please contact support@prismwaterpipes.com with the revised address. If the package has already shipped, the customer must cover all fees related to the return of the package and then the reshipping.

All shipping timelines are based on the customer selected method. Standard is 3-10 business days. Priority is 1 - 3 days. Please note that all shipping is on top of manufacturing lead times. Manufacturing lead time at generally 2 -3 business days. but can be longer during holiday seasons.

You should have received a shipping confirmation e-mail stating your order is complete and out for shipping. Use the tracking number in that email to track your package. If you cannot find your shipping notice email, check your spam folder. Sometimes it goes there. Or please email support@prismwaterpipes.com

If you've just received your shipping confirmation e-mail and tracking number, but tracking information is unavailable, please wait an additional 24 hours before checking for an update. There is always the possibility of a delay between an item shipping from our warehouse and being scanned for the first time at the shipping provider. If after 3 business days from receiving your tracking number you still have not seen any tracking information, please contact us.

Contact the shipping provider and check with them on the whereabouts of the package. If it has been stolen, you will need to file a claim with the shipping provider and then contact is once the claim has been accepted.

Returns / Refunds / Exchanges FAQ

Prism cannot receive back any piece that has been used, regardless of what substances with which it was used or whether it has been thoroughly cleaned. If you think you'll need to return a piece for any reason, contact us before using it. If you use the piece, you are formally accepting the product and waving your ability to return or exchange the product.

If you choose to return your item due to no longer wanting it or a change in heart, you will need to contact support@prismwaterpipes.com within 3 days of receiving the order and provide your order number along with a reason why you wish to return your item. The item must be returned in its original packaging and unused. If the item has been used, a return cannot be made. Prism also requires the customer pay for return shipping. Once the order is received, in good condition, a refund for the product will be provided. However, the original shipping cost will not be refunded.

Yes, as long as the order has not been shipped.

If you ordered an item and wish to make an exchange, you must contact us within 3 days of receiving your order. Please contact support@prismwaterpipes.com and provide your order number and the piece you wish to exchange your original piece with. We will require you to make a new purchase of the piece you would like, and we will process the return item once it is received by Prism. We will require you pay to ship the original item back to us unused and still in its original packaging. However, we will cover the return shipping of your new piece unless of course you choose to pay for priority shipping.

First off we are sorry we missed an item in your order. We do request that before you contact us, you double check all packaging and the box to double check the missing item is not in there. If you can still not find it, please contact support@prismwaterpipes.com.

If your order arrives broken or damaged, please contact support@prismwaterpipes.com with a description of the issue, along with photos and or videos, and your order number. You have 3 days upon receiving your order to report an issue. Once customer service has reviewed the issue, either a replacement or store credit will be provided. Please dispose of all broken glass carefully and responsibly. Prism is not liable for any harm inflicted by broken glass products.

If you are awaiting a refund, but haven’t received it yet, first double check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@prismwaterpipes.com

Refunds normally post within 1 - 3 business days, though individual bank policies may result in additional delays. We recommend waiting at least 5 business days before contacting us or your bank to inquire about a refund credit.

BECOME A PRISM FAM MEMBER! 😎

Join the PRISM Fam mailing list and get updates on the latest releases, new blogs, and just cool shit we are doing.

Check us out on social media to see all our custom decals and setups!