Package Protection

Prism Water Pipes Package Protection – Peace of Mind for Your Piece

We know things happen—packages can get lost, damaged, or even stolen. But with Prism Water Pipes Package Protection, you’re covered beyond just delivery.

Why is Prism Water Pipes Package Protection Better?

Most protection plans only cover issues before you use your piece—but we take it further. Our in-house protection plan includes an extended accidental damage warranty for 30 days after delivery.

We’ve heard too many stories of brand-new bongs breaking after just a few uses—whether from a clumsy friend or a simple accident. And sometimes, damage isn’t even noticed right away. That’s why we offer a no-questions-asked replacement policy. If your piece arrives damaged or breaks within the first 30 days, just send us a picture or video, and we’ll send you a free replacement.

Enjoy your new bong with total peace of mind!

What You’re Missing if You Opt-Out:

Thirty Day Accidental Damage Protection
Hassle-Free Refunds with no Restocking Fees!
No Questions Asked Return/Exchange Policy
Same Day Replacement Orders
Expedited Help for Packages Lost in Transit
Coverage for Stolen Packages

How to Add/Remove Package Protection:

Prism Water Pipes Package Protection is an optional protection plan calculated by a small percentage of the total order value of your shopping cart. The plan is always turned on by default. You can opt-out by unchecking the checkbox inside your shopping cart (below the total order value) before proceeding to checkout. If you opt out of package protection, please note that Prism Water Pipes is no longer responsible for any lost or missing packages.

How to File a Package Protection Claim:

Filing a claim with Prism Water Pipes is just about the simplest thing you can do. If you purchased the plan at checkout and have an issue with your delivery and/or products, send a quick email to customer service at support@prismwaterpipes.com and include the following items:

Your name
Your order number (ex: #PRISM5555)
Clear picture(s) of the damages (and/or a short video if it’s an electrical component).

That’s it! Sit back and let us do the heavy lifting. Fully protect all your orders with Prism Pipes Package Protection and rest easy at night knowing we will handle any and all mishaps that may come your way!

Package Protection Coverage Details:

Types of Claims:

Damaged Packages
Accidental Damages
Packages Lost in Transit
Stolen/Missing Packages

Damaged Packages:

This type of claim applies to items damaged while in transit from our warehouse before making it to your doorstep. Send us some pictures of what happened along with your order number, and we will get you a replacement sent out right away!

Please note: You must include clear pictures showing the entirety of the product and damages, including, but not limited to clearly identifiable features or markings on the product. There will be no exceptions made for disposing of the product before contacting us.

If the original piece you purchased is sold out at the time of the claim, we can replace your item with something in a similar price range or provide a full refund in the form of store credit with no expiration date. We can also issue a full refund to the original payment method with no restocking fee.

If your item was working initially, but you’ve noticed a defect after first use, we will be able to replace the defective item.

Accidental Damages:

This type of claim applies to items damaged accidentally within the first 30 days of the delivery date. Send us a picture of what happened along with your order number, and we will get you a replacement sent out right away!

Please note: You must include clear pictures showing the entirety of the product and damages, including but not limited to clearly identifiable features or markings on the product. There will be no exceptions made for disposing of the product before contacting us.

If the original piece you purchased is sold out at the time of the claim, we can replace your item with something in a similar price range, or a full refund in the form of store credit with no expiration date.

For this type of claim, we cannot offer a full refund to your credit card or original payment method. This is just to prevent any misuse of our generosity, i.e., purposefully breaking your product because you don’t like it as much as you thought you would!

Packages Lost in Transit:

A missing package can fall into 2 categories: stolen or lost in transit. Packages lost in transit happen when the postal carrier has failed to deliver the package within the promised delivery window and there have been no transit scans for at least 5-7 business days. No additional information needs to be provided to start a claim for this type of claim except your order number.

Stolen/Missing Packages:

A package that is stolen, well, is nowhere to be found despite tracking information claiming it to be delivered. This type of claim will take us 48 business hours to process as we contact the postal carrier to determine first the package wasn't scanned as delivered by accident or delivered to a nearby house by mistake. We also encourage you to safely ask around with neighbors or wave down your local USPS or UPS truck if possible to locate your package first.

Lost, stolen, and/or missing package claims may be denied if the GPS scan details of your package are confirmed as being delivered to the shipping address entered at checkout. Claims will be denied if the package was signed by or handed directly to a resident at the shipping address. Lost and missing package claims are handled by management on a case-by-case basis.

Lost and missing package claims, if approved, are only eligible for a replacement order with adult signature required. This type of claim is not eligible for a refund, and likewise, the replacement order will not be eligible for a return. All sales are final in this situation.

What should I do if I didn’t purchase Package Protection?

If your package is Lost in Transit without Prism Water Pipes Package Protection, you must first contact your local USPS office and open an investigation. They typically take 3-5 business days to determine if the package is lost or locate the items to get them moving again.

We don’t cover accidental damages after your package is delivered without the plan.

If a product is damaged upon arrival without Package Protection, we typically replace products that arrived damaged if timely photos are sent within 24 hours of delivery. However, we must file a claim with the delivery service first to use their insurance and cover our loss.

For stolen/missing packages without Package Protection, we usually can’t help further without a police report if proof of delivery is established by the carrier. USPS and UPS both provide GPS scan details upon request as proof of delivery.

Please refer to our Return Policy for more details regarding issues with package delivery if you opted-out of Prism Water Pipes Package Protection.

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Package Protection