Shipping Policy & Fulfillment Timelines

Prism’s Shipping Policy explains manufacturing lead times, shipping options, delivery estimates, address changes, and packaging practices for all Prism Water Pipes orders.

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Production & Manufacturing Lead Times

Important: All shipping timelines begin after manufacturing is complete.

• Standard Manufacturing Time: 2–3 business days. Business days are Monday–Friday, excluding federal holidays between the hours of 9am and 5pm. 
• Exceptions: Any extended processing times, seasonal delays, backorders, or preorder timelines will be clearly posted on our  homepage and/or the applicable product page. Preorder items will include an estimated fulfillment or shipping timeframe before purchase. If a delay affects an order after it has been placed, customers will be notified by email when applicable. 
• Fulfillment Order: Manufacturing → Quality Control → Packaging → Shipping Carrier Pickup → Delivery

Note: “Processing Time” and “Manufacturing Lead Time” are synonymous in this context.

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Shipping Rates, Destinations & Delivery Estimates

Shipping costs and delivery times vary by destination and service level. All shipments are sent via USPS or UPS, unless otherwise stated at checkout. Prism Water Pipes is located in Philadelphia, PA.

• United States Only: Orders over $100 qualify for $4.20 flat-rate economy shipping. Orders under $100 are calculated at checkout. 

*Delivery estimates do not include manufacturing time or customs delays.

International Duties & Taxes

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. These fees are not included in Prism Water Pipes’ shipping rates and are the responsibility of the customer. Customs processing times vary by country and may affect delivery estimates.

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Tracking Information

• Tracking information is sent to the email address provided at checkout after manufacturing, quality control, packaging, and carrier pickup are complete.

• Tracking may take 24–48 hours to update after a shipping label is created or the package is transferred to the carrier.

• Customers are responsible for monitoring tracking updates and making arrangements to receive the package when necessary.

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Split Shipments

• Some orders may ship in more than one package because of order size, product availability, packaging requirements, or fulfillment needs.

• Split shipments may have multiple tracking numbers and may arrive on different days.

• Additional shipping charges will not be added after checkout unless the customer requests a change to the original order or shipping method.

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Address Correction Policy

To ensure timely delivery, please review your shipping address carefully before completing checkout.

• Pre-Shipment Address Changes:
  Email support@prismwaterpipes.com immediately. Address updates are processed free of charge before shipment.

• Post-Shipment Address Changes:
  If an order has already shipped, the customer is responsible for all return-to-sender fees and reshipping costs.

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Returned, Refused & Undeliverable Packages

A package may be returned to Prism when:

• The shipping carrier marks it as refused, meaning the carrier records that the recipient declined to accept delivery.
• It is left unclaimed or is not collected after the carrier’s required pickup or delivery attempts.
• The shipping address is incorrect or incomplete.
• The carrier otherwise determines that the package cannot be delivered.

A missed delivery attempt or a delivery delay does not, by itself, mean that a package was refused.

When a package is returned for a reason outside of Prism Water Pipes’ control:

• The customer is responsible for any return-to-sender fees and the additional shipping cost required to resend the order.

• Original shipping charges are non-refundable.

• Prism will contact the customer after the returned package is received to determine whether the order should be reshipped or otherwise resolved.

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Discretion & Secure Packaging

We prioritize privacy, security, and safe delivery with every order.

• Privacy First:
  All orders ship in plain, non-branded boxes. No references to glass, pipes, or smoking products appear on the exterior.

• Assembly Standards:

• Full setups up to a Prism Double Stack ship fully assembled.

• Triple stacks, and individually purchased parts such as mouthpieces, percolators, and bases ship in separate boxes.

• Protective Materials:

• Custom-designed Prism-branded cardboard carrying case tested to USPS drop-test standards. 

• Craft paper and insulating foam to prevent movement

• Industrial zip-ties and high-grade bubble wrap for glass protection

• Inside the Box:

• Assembly instructions

• Loyalty Program Information

• A small complimentary gift 

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Shipping Responsibility & Risk

Once a package is transferred to the shipping carrier, delivery timelines and handling are subject to carrier operations. Prism Water Pipes is not responsible for carrier delays, customs processing times, or address errors provided at checkout.

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Lost & Missing Packages

If tracking shows that a package is still in transit, but has stopped updating, please contact support@prismwaterpipes.com with your order number so our team can help review the shipment and determine the appropriate next steps with the carrier.

If tracking shows a package as delivered but it cannot be located, customers should first:

• Check the delivery location and surrounding areas

• Confirm the shipping address on the order

• Check with household members, neighbors, or building management

• Contact the shipping carrier for additional delivery information

Carrier tracking may occasionally update before final delivery, so we recommend allowing a short period of time before reporting a package as missing. If the package still cannot be located, contact support@prismwaterpipes.com with your order number and tracking information.

Prism Water Pipes will assist with eligible carrier claims when possible. Replacement or reimbursement is not guaranteed and will be determined based on the carrier’s investigation, tracking information, and the circumstances of the shipment. 

Contact & Support

For all Shipping questions, contact:
 support@prismwaterpipes.com