Package Protection

So you purchased a sweet new piece from our store and you thought everything would arrive as expected. Sadly, packages get lost, items can get damaged, and porch pirates.. well, they steal things. Put those worries behind you and enjoy peace of mind with your next delivery with Prism Pipes Package Protection!

Prism Pipes Package Protection is sort of like shipping insurance, except way more awesome. We know firsthand that covering packages to your doorstep is simply not enough. When you purchase our in-house Package Protection at checkout, your items will also be covered for your first two weeks of use! This is a no-questions-asked policy, meaning we will cover both manufacturer defects and accidental damage! Knock your new glass pipe over? No problem! Send in a picture of the broken or damaged item within 2 weeks of the delivery date, and we will send you a replacement free of charge!

Prism Pipes Package Protection

Are you tired of the typical e-commerce shipping protection that ends the moment your package arrives at your doorstep? Would you rather spend your hard-earned money on something that covers your package through successful delivery and continues as you get to use your new bong or vaporizer? That’s the inspiration behind Prism Pipes Package Protection.

Stop hunting for tracking numbers or digging through emails. No more dealing with third-party services to file a missing or damaged package claim. Let our stellar customer service team handle your claim and spend more time doing literally anything else. Lost, stolen, or damaged items are easily resolved with a simple email allowing you to get along with your day. Add Prism Pipes Package Protection at checkout and unlock full package protection, seamless claims filing, and hassle-free refunds/reorders today!

Why is Prism Pipes Package Protection better than the competition?

Typically, there’s not much we can do once your items have been used, but our new Protection Plan has changed that. Our in-house product protection plan comes with an extended warranty on electronics and accidental damage protection on glassware for up to 2 weeks after the delivery date!

We just felt awful when customers broke their new bong after the second or third time they were using it, and even worse when it was at the fault of a clumsy friend. And of course, we can’t forget about customers who didn’t notice damages until it was too late! If this happens to you and you opted-in for package protection at checkout, simply send in a picture of the broken or damaged item within 2 weeks of the delivery date, and we will send you a replacement free of charge.

What You’re Missing if You Opt-Out:

• 2 Week 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 Pipes Package Protection is an optional protection plan that is calculated by a small percentage of the total order value of your shopping cart. Package Protection is always turned on by default. You can opt-out of Package Protection 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 Pipes is no longer responsible for any lost or missing packages.

How to File a Package Protection Claim:

Filing a claim with Prism Pipes is just about the simplest thing you can do. If you purchased Prism Pipes Package Protection at checkout and have an issue with your delivery and/or products, send a quick email to customer service at info@prismpipes.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!

Prism Pipes Package Protection

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 that were 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 that show 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 vaporizer is dead on arrival, we will send you a prepaid return label to send your item back and ship you a replacement once your return package is on the way. We require the item back so we can file a claim ourselves with the manufacturer to get the unit replaced. If your device was working initially but you’ve noticed a defect after first use, we can still ease the burden by handling all communications with the manufacturer to get you a replacement. Sending the original unit back to them in this situation will be a case-by-case scenario depending on the manufacturer. If the manufacturer is dragging their feet on a replacement and you purchased Prism Pipes Package Protection, we will send you a replacement ourselves to expedite the process.

Accidental Damages:

This type of claim applies to items that were damaged accidentally within the first 2 weeks 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 that show 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 that are 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 that 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.

Prism Pipes Package Protection

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

If your package is Lost in Transit without Prism 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 Prism Pipes Package Protection.

If a product is damaged upon arrival without Prism Pipes 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 Prism Pipes 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 Pipes Package Protection.

When you check out with Prism Pipes Package Protection, we replace all missing and damaged packages immediately! Simply send in a picture of the broken or damaged items to info@prismpipes.com, and we’ll do the rest! No more waiting around for postal carriers to explain what happened, we’ll send your replacement items out right away so you can get on with your life!