Frequently Asked Questions (FAQ)
We know everyone has questions about us, our products, or our service. We’re here to help answer them. Below you’ll find some commonly asked questions we get from customers.
Where is your glass made?
We source our glass from artists all over the United States as well as internationally. Check out our brand section for the product you’re looking at.
Can you cancel my order?
You can cancel your order within the first 48 hours afters it has been placed, as long as the order has not already been shipped.
If the order has already shipped, you can refuse the package and it will be sent back to us, then we’ll treat it like a returned order.
I got an out-of-stock notification, what do I do?
We apologize deeply. This isn’t a frequent occurrence, we are not robots, and sometimes we make mistakes.
If the item that you wanted went out of stock after you purchased it, we can swap the item for something of up to $20 more in value or issue you a store credit so that you can choose another amazing item.
My package says delivered but I can’t find it.
If your tracking information shows that your package was delivered, but you can’t find it, follow these steps.
- Verify the shipping address.
- Look for a notice of attempted delivery around your door, mailbox, or typical delivery area.
- Look around the delivery location for your package.
- See if someone else accepted the delivery (a roommate, neighbor, etc.).
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
- Wait 36 hours – in rare cases packages may say delivered up to 36 hours prior to arrival.
If it’s been more than 36 hours after you received the package delivery notice, give us a call. Usually, the postal carrier is able to locate your package, but either way our staff is here to help you.
Can I upgrade my shipping?
Realized that you needed something faster after placing your order?
No worries – if it is still within 24 hours of the time you placed your first order, you can still upgrade your shipping speed. Please call and let us know you need to increase your shipping speed. Our staff will assist you in setting up a faster shipping speed(whatever your preference is), and take your payment over the phone, or e-mail you a link to complete on your own.
Your package will go out with your newly selected shipping speed preferences.
Please note that your shipping speed and processing time are two completely separate things. Shipping Speed is how quickly the postal carrier delivers your package across the country. Processing time is the amount of time that it takes our shipping and warehousing staff to process all the orders from the day, quality check all of the items, package them up carefully and safely, and get your box in the hands of the postal carrier. This usually takes 1-3 business days and is totally dependent on the amount of orders we are currently handling at any given time.
Do you accept Paypal?
Unfortunately we do not accept Paypal due to their restrictions on glass pipes, and functional glass art. There are no exceptions to this, as Paypal has restrictions on all smoking products and accessories.
We also do not accept pre-paid Visa gift cards (the ones without a CVV authorization code).
Why does my confirmation email not have a tracking number?
Your confirmation email is to let you know that your card went through and that our system received your order. It is also to serve as a double check of all the items that you wanted, with their appropriate colors and joint genders. Please use the number on your confirmation email as a reference in case you have any questions about your order for our staff.
You will receive a separate e-mail as soon as our team gets their hands on your shipment and applies a label on your package.
Do you store payment or banking information in your systems?
When you place an order with us, your payment or banking information is encrypted and secure through the Payment Card Industry Data Security Standard (PCI-DSS). It is stored just long enough for the transaction to go through, and then is permanently deleted. We do not store any payment or banking information on our systems, and so have nothing to delete if requested.
Do you ship to P.O. boxes?
The majority of our items are able to be shipped to post office boxes, however there may be some exceptions. If there’s an issue our staff will be in touch to let you know and either grab an alternate address we can ship to or assist in canceling the order.
My order arrived and my product is broken or defective, what now?
Please let us know about broken or defective items within 24 hours of your shipment delivery.
Otherwise, please email our support team at info@cannacultureny.co and we’ll help out as best we can.
If your glass arrived broken, please include clear pictures of the break in your email so we can verify the break and have a replacement sent out.
With items that you think may be defective, our team will first troubleshoot with you or refer you to the original manufacturer to assist.
I placed an order but got an email that it was canceled right after, what’s going on?
In order to offer you the best service possible, we use a fraud filter to protect against orders our system sees as fraudulent. Occasionally valid orders may be marked as fraudulent and wrongly canceled by our system. This is usually because of a mismatch between the billing address provided and the one on file with your bank. This can also happen if you are placing the order in a location very far from the shipping address provided.
If you’ve validated your billing address but your order is still not going through successfully, please contact our support team and we can help troubleshoot with you.
Why hasn’t my package shipped yet?
We appreciate your patience while we work as quickly and safely as possible to ensure your products are shipped in a timely matter.
Most of our products ship within 1-3 business days, but during busy times such as sales, holidays, or times of increased volume they may take longer. Our staff will reach out to the email you entered at checkout if there is an issue with your order, such as an item going out of stock or an invalid shipping address.