PIPE420 — SHIPPING & TRACKING POLICY

Pipe420 sells smoking accessories and related hardware. Pipe420 DOES NOT sell cannabis, tobacco, nicotine, or controlled substances. Any products offered are intended solely for lawful adult use, and you are responsible for ensuring that your purchase, possession, and use of any products you order is lawful in your jurisdiction and at your delivery destination. By placing an order through Pipe420, you acknowledge that shipping carriers, local laws, and delivery conditions vary by region and that Pipe420 may not be able to fulfill orders that would violate applicable restrictions.

1. Customer Support & Ticketing System (Required for All Shipping Issues)

Pipe420 operates a centralized customer support and ticketing system that issues a unique ticket number for each inquiry submitted through our website chat, contact forms, or support portal. This ticket system exists to create a consistent record of the request, ensure identity verification through order number matching, and support carrier investigations that often require time-stamped documentation. Because shipping issues are frequently dependent on carrier's scan history, package condition evidence, and delivery confirmation records, Pipe420 requires that all shipping-related claims be initiated through the ticketing system.

All shipping, delivery, address, loss, theft, damage, or tracking-related requests must be submitted through this system and must include a valid order number. A ticket constitutes formal notice to Pipe420 that an issue exists. Customers must retain their ticket number and provide all requested documentation, including photos, videos, packaging images, and the shipping label, because carriers and protection providers frequently deny claims without timely and complete evidence. Requests made outside of the ticketing system (including direct emails, phone calls, social media messages, or payment disputes/chargebacks) do not constitute valid notice unless a ticket is created and acknowledged by our system.

Initial support responses may take up to three (3) business days, and investigations may take up to thirty (30) business days, depending on the type of issue, carrier response timelines, and whether third-party package protection/insurance is involved.

2. Shipping Destinations

Pipe420 ships to destinations made available at checkout, subject to carrier rules, applicable laws, and internal risk controls. We reserve the right to cancel, refuse, or limit orders where shipment is restricted, prohibited, or deemed high-risk, including situations where carrier service is not available, where a destination is known for delivery instability, or where legal restrictions or carrier policies prevent shipment.

3. Processing Time

Orders are typically processed within one (1) to three (3) business days after payment is successfully verified. Processing time includes internal order validation, anti-fraud checks, address validation, inventory confirmation, packaging, and carrier handoff preparation. Processing time does not include carrier transit time. Orders placed on weekends or U.S. federal holidays are processed on the next business day.

Pipe420 reserves the right to delay processing to perform risk screening, confirm identity, correct or verify shipping details, prevent fraud, and protect both the customer and Pipe420 from avoidable shipping disputes.

4. Carrier & Shipping Methods

Pipe420 ships using carriers made available at checkout, which may include USPS, UPS, FedEx, and other carriers depending on service availability and destination. Shipping method availability, costs, and estimated delivery windows are presented at checkout. Carrier transit time estimates are not guaranteed because carriers control routing, scan frequency, local delivery staffing, weather routing decisions, and delivery sequencing.

5. Shipping Rates

Shipping rates are calculated at checkout based on package weight, dimensions, destination, carrier pricing, and service level. Any shipping promotions, free shipping thresholds, discounts, or limited-time offers are displayed at checkout and may change at any time. Carrier surcharge periods, peak season pricing, and service suspensions can affect delivery windows and costs.

6. Address Responsibility & Automated Address Verification (AOV)

Customers are responsible for providing accurate, complete, and deliverable shipping information at checkout, including unit numbers, apartment numbers, suite numbers, building access requirements, and any routing details necessary for delivery. Pipe420 may use automated address verification (AOV) systems and carrier validation tools to detect obvious errors, but such systems are not guarantees and cannot prevent all delivery failures. The customer remains fully responsible for the address submitted.

If an order is shipped to the customer-provided address and is delayed, returned, misdelivered, or delivered incorrectly due to customer address error, omission, or delivery inaccessibility (including missing unit details, restricted access, refusal by building staff, or incorrect routing instructions), Pipe420 is not liable for replacement or refund. Carrier correction charges, address change fees, storage fees, return-to-sender fees, or other carrier handling charges caused by address errors are the customer's responsibility and may be deducted from any eligible refund.

7. Address Changes, Rerouting, and Post-Checkout Modifications

For security and fraud prevention, Pipe420 does not guarantee address changes or rerouting after an order is placed. Once an order enters fulfillment processing or has been tendered to the carrier, destination changes may be impossible, may be prohibited by carrier policy, or may materially increase fraud risk. Requests to reroute packages or change addresses after shipment are a known fraud vector. Accordingly, Pipe420 reserves the right to decline such requests even when a carrier claims that it may be technically feasible.

If a customer requests an address change or reroute and the carrier permits it, the customer assumes all risks and consequences associated with that modification, including delays, misdelivery, theft, loss, additional carrier charges, and delivery failure. Pipe420 is not responsible for carrier outcomes resulting from a customer-requested reroute or address modification.

8. Delivery Confirmation & "Delivered" Status

Orders marked "Delivered" by the carrier are considered successfully delivered and fulfilled. Carrier delivery scans, GPS confirmation (where available), delivery photographs (where available), and carrier scan history are treated as primary proof of delivery. Pipe420 is not responsible for packages stolen after delivery, packages left at mailrooms, lobbies, parcel lockers, reception areas, or doorsteps, or packages delivered to the address provided at checkout.

Unless optional package protection/insurance (such as Saved By Package Protection) was purchased, lost or stolen packages after delivery are not eligible for replacement or refund.

9. Title, Ownership, and Risk of Loss

To the fullest extent permitted by applicable law, title to and ownership of products pass to the customer at the time the package is tendered to and accepted by the carrier for shipment. Once the carrier has accepted the package, the customer assumes the risk of loss, theft, or damage in transit, subject only to any applicable carrier liability limits and any optional package protection/insurance purchased at checkout. This allocation is used to reflect the reality that the carrier—not Pipe420—controls custody, routing, handling, and delivery performance while the package is in transit.

Nothing in this section is intended to limit any non-waivable consumer rights that may apply under applicable law; however, where the law permits allocation of risk consistent with carrier custody and control, Pipe420's responsibility ends upon carrier acceptance of the shipment.

10. Carrier Liability Limits and Limitation of Pipe420 Responsibility

Shipping carriers typically maintain their own liability limits, claims rules, and declared value requirements, and these limits may vary by carrier, service level, and destination. In many cases, carriers do not automatically cover the full retail value of goods, and carrier responsibility may be limited by published tariffs, terms of carriage, service guides, or applicable law. Customers should understand that when a carrier loses, damages, or mishandles a shipment, the carrier's liability may be limited to a specific amount unless additional coverage is purchased.

Accordingly, to the fullest extent permitted by applicable law, Pipe420's responsibility for shipping-related loss or damage, if any responsibility is found to exist, will not exceed the lesser of (a) the amount actually paid for the affected items, (b) the carrier's applicable liability limit or declared value limit for that shipment, or (c) the amount approved and paid under any optional package protection/insurance purchased at checkout. This limitation exists because Pipe420 cannot assume open-ended liability for events occurring while a package is in carrier custody and because carriers and insurers impose mandatory claim processes, documentation rules, and timeframes that must be followed.

11. Refused, Undeliverable, or Returned-to-Sender Shipments

If a shipment is refused by the recipient, returned to sender, marked undeliverable, unclaimed, or not picked up, the order will be subject to original outbound shipping cost, return shipping fees, and carrier handling charges. These fees will be deducted from any refund issued (if eligible), and refunds are processed only after the returned package is received and inspected.

12. Package Protection / Shipping Insurance (SavedBy)

If available, you may add SavedBy Package Protection (or similar shipping insurance) at checkout. When selected, your order may be protected against loss, theft, and damage in transit according to the provider's terms, coverage requirements, documentation rules, and claim deadlines. Claims must be filed directly with the provider using the claim link or portal sent after checkout. Pipe420 does not control claim approvals, payouts, timelines, or the provider's decision-making and cannot override a provider's outcome.

Coverage applies only if protection is added before completing the order. Customers are responsible for meeting all provider requirements, including evidence submission and timeliness.

13. Damaged Packages in Transit (48-Hour Rule)

This evidence is required because carriers and insurance providers frequently deny damage claims without timely documentation demonstrating that damage occurred during transit and was not caused after delivery. Failure to submit a ticket and required evidence within 48 hours of delivery will result in denial of the claim because the condition of the package and item can no longer be reliably verified. Replacements, refunds, or store credit may require return and inspection of the damaged item.

14. Lost Packages & No-Movement Tracking

If tracking shows no movement for an extended period or indicates a potential loss, you must submit a support ticket. Carriers may require investigation periods and trace procedures before declaring a package lost. Pipe420 reserves the right to require carrier confirmation before issuing any replacement or refund, and customers may be required to cooperate with investigations, including confirming address details and delivery circumstances.

15. Investigation, Verification, and Claim Holds (No Immediate Refund Guarantee)

Pipe420 takes shipping claims seriously and must also protect against fraud, delivery manipulation, and improper disputes. For that reason, Pipe420 reserves the right to place any claim, replacement request, refund request, or store credit request on hold while an investigation is conducted by Pipe420, the carrier, and/or any package protection provider.

Investigations may include review of carrier scan history, GPS delivery confirmation (where available), proof-of-delivery documentation, delivery photographs (where available), package weight verification, shipment origin scans, and customer-provided evidence. Customers acknowledge that Pipe420 is not required to issue immediate refunds or replacements solely because a customer alleges non-receipt, theft, or damage, particularly when tracking shows delivery or when the claim requires carrier confirmation. Where a carrier or protection provider requires an investigation period, Pipe420 will follow that process.

16. High-Value Orders & Signature Requirement ($150+)

For orders with a merchandise value of $150 USD or higher, Pipe420 may require signature confirmation at delivery. This means someone must be physically present to sign for the package, and carriers will not leave the package unattended. If a customer is unavailable to sign and the package is delayed, returned, or marked undeliverable, Pipe420 is not responsible for resulting delays, storage fees, redelivery fees, or return shipping costs.

17. Force Majeure & Carrier Delays

Pipe420 is not responsible for shipping or delivery delays caused by events outside our reasonable control. These events may include severe weather, natural disasters, wildfires, earthquakes, floods, public health emergencies, labor strikes, transportation interruptions, carrier service disruptions, customs delays, governmental actions, war, terrorism, civil unrest, power outages, system outages, or other events that materially interfere with carrier operations. Carrier delivery estimates are not guaranteed, and delays alone do not automatically entitle customers to refunds or replacements when a package remains in transit.

18. Shipping Issue Reporting Deadlines

To ensure carrier investigations remain viable and evidence is preserved, customers must report shipping-related issues within the following timeframes:

• Damage claims: within 48 hours of delivery (with required evidence).
• Delivered-but-not-received claims: promptly and no later than 7 calendar days after the carrier marks the package delivered.
• Lost/no-movement tracking concerns: promptly and no later than 14 calendar days after the last carrier scan or the estimated delivery window, whichever is later.

Late reports may be denied because carriers and insurance providers frequently refuse investigations after specified windows.

19. Tracking Your Order

Tracking Availability and Updates

Once your order ships, you will receive a shipping confirmation email (or SMS if enabled) containing your tracking number and carrier details. Tracking may take 24-48 hours to update after label creation. This occurs because carriers often do not scan packages immediately at label creation and may batch scans at distribution points. Pipe420 does not control scan timing or scan frequency, and tracking gaps do not necessarily indicate a problem.

Where to Find Your Tracking Number

You can locate tracking details in your shipping confirmation email, within your Pipe420 account order history, or through the order status page. If you cannot locate tracking details, you must submit a support ticket with your order number so we can verify identity and provide tracking information securely.

Delivered But Not Received Protocol

If tracking shows Delivered but you cannot locate your package, you should immediately check your delivery location, mailbox, mailroom, parcel lockers, building reception, and surrounding areas and confirm with household members or staff. You should also contact the carrier to request GPS delivery confirmation or delivery of photographs. If the package still cannot be located, you must submit a ticket promptly and no later than 7 calendar days after the delivery scan.

20. Hemp & Botanical Products

Pipe420 ships hemp-derived cannabinoid and botanical products in compliance with the 2018 Farm Bill and applicable federal carrier regulations. All products shipped are derived from federally lawful hemp and are accompanied by manufacturer-provided Certificates of Analysis verifying legal compliance at the time of shipment.

Laws and carrier policies vary by state, locality, and service provider. Pipe420 reserves the right to cancel, refuse, or intercept any shipment that would violate applicable laws, carrier restrictions, or regulatory guidance. Orders that are delayed, seized, returned, or destroyed by a carrier or government authority due to legal or regulatory issues are not refundable.

Pipe420 is not responsible for delays, losses, or damage caused by carrier handling, weather, heat, freezing, or in-transit conditions. Hemp flower, concentrates, gummies, and vapes are natural or semi-natural products that may melt, leak, dry, crystallize, or change appearance during transit. These changes do not affect legal compliance and do not qualify as defects.

21. Returns Policy - Consumables & Hemp Products

Returns are only accepted for unopened, unused items in original sealed condition and must be approved in writing by Pipe420 prior to return shipment. Shipping, handling, and payment processing fees are non-refundable. Pipe420 does not provide refunds based on taste, potency perception, personal effect, or individual response.

22. Checkout Disclaimer

By placing an order, you confirm that you are at least 21 years of age, that hemp-derived cannabinoid and mushroom products are legal in your jurisdiction, and that you accept all risks associated with their use. You acknowledge that Pipe420 makes no medical, performance, or outcome guarantees and that you assume full responsibility for compliance with all applicable laws.

You agree that Pipe420 is not responsible for misuse, overconsumption, intoxication, failed drug tests, legal violations, or personal injury resulting from product use.

International Shipping (If offered)

If international shipping is available at checkout, customers are responsible for all customs duties, taxes, brokerage fees, and import restrictions. Pipe420 is not responsible for customs delays, seizure, denial of entry, or delays caused by customs authorities. International orders may be non-returnable depending on destination rules and product restrictions.

Policy Changes

We reserve the right to modify this Shipping Policy at any time by updating the "Last Updated" date. Your continued use of the Site constitutes acceptance of the updated policy.

Contact Us

All shipping and tracking inquiries must be submitted through our ticketing system with a valid order number. You may also contact us via:

Email: [email protected] | Phone: 562-276-6889