FAQs

General Questions

What are your business hours?
Please feel free to contact us anytime, we are always online and ready for help, for after-sale support, we’ll need order number, question details, please send us those info when you email/text us. Support via email or live chat will be more helpful to get the best solution more quickly.
Email: service@bongrips.com

Do you have affillate program?
Yes, we do have affilate program for content creators and influencers, you are warmly welcomed to join us.

Can I sell you products in my store?
So great! Please fill in your info here and we will send our catalog very soon.

ORDERS

How to get your coupon code?
You might have a chance to get a special coupon code if you sign up for our email list, or hit us up on Facebook or Instagram before you place order, we’ll offer you a coupon code.

Any special discounts on large orders?
Thanks very much for your trust, we offer special discounts for large orders over 10 pieces of water pipes (accessories are not included). If you are a wholesaler, please email us at service@bongrips.com

Do you do price match?
Yes, we do! If you find same items cheaper somewhere else, please email us the link with item in-stock and we will do the price match including shipping cost. We will give you 10% off the best price you find for your next order.

Can you help to hold a product for me?
Yes,Usually samples need to be paid by yourself, we pay offline

How can I know the products I want is back in stock?
An alert notifying email will be sent to your email once in stock.

How often do your restock your products?
Based on sales forcast, we will restock the products which are gonna be out of stock from time to time.

Can I cancel or change my order?
A: For the orders not shipped yet
We can change or cancel it for free for the orders not been packaged.
we will charge a 15% restocking fee if the orders have been packaged before shipping.

B: For the orders shipped already, you can try to cancel it as following steps
① Just refuse the package from shipping carrier. Please inform our online customer service team after you refuse the package, which would be helpful for us to process your refund quickly.
② Request an RMA. Please contact our customer service team to get an RMA number and a shipping label and then send them back.

We will issuse a refund to your account once your order arrives. But there would be extra return cost like employee time and credit card processing fee. We will have to charge 15% restocking fee which will be deducted from your refund.

PAYMENTS

What payment methods do you accept?
We accept payment of Paypal . Any doubts you may encountered during payment process, please contact us immediately for instant help.

Can I get a copy of my receipt/invoice?
You can get your order invoices by clicking” Order Status” under “My Account”

What will appear on my billing statement when I purchase something from you?
All charges will show up on your billing statement as”Bongrips”, which cannot be modified currently.

SHIPMENT

Where my orders ship from?
Ueeglass warehouse is located in Arizona, all orders are shipped out over there.

What shipping carrier do you use?
By defualt smaller items are shipped via USPS First Class mail.
Larger items are deliveried by USPS Priority 1-3 day or Fedex Ground.

How much is the shipping cost?
Ueeglass offers free shipping in Conteinental U.S. (Alaska, Hawaii and US territories excluded) if your order is over $80, we charge $5.99 for order less than $80.

How long does the shipping take?
It will generally take 2-6 working days inside the USA, please check below estimated delivery time for each shipping carrier.

Shipping carrier

Estimated delivery time

USPS Priority Mail

2-3 working Days

USPS Priority Mail Express

1-2 working Days

Fedex Ground

1-6 working Days

Fedex 2-Day

2 working Days (Monday – Friday)

Fedex Standard Overnight

1 working Day (Monday – Friday)

Fedex Priority Overnight

1 working Day (Monday – Friday)

Do you arrange shipment on the weekend?How can I track them?
All the orders will be only shipped out on business days.
To make sure you can get the package asap, orders completing payments before 3PM EST will be shipped out on the same day. In case of holiday, it shall be postponed to the first working day following the holiday. For instance, orders completing payments on&after 3PM EST on Friday shall be arranged on the following Monday.

Once your order has shipped, you will receive a shippment confirmation email containing tracking number and tracking link. You can also check by clicking on Order Status under My Account. The order is still in processing if it shows as Awaiting Fulfillment. A link to track your package will be provided when the order status changed to Fulfilled.

Do you ship internationally?
Yes, we do. The interanational orders will be shipped via DHL or Fedex based on the goods selected at checkout. All the international orders will only be shipped to credit card holders’ billing address.

Before the international purchase, It is important to check your country’s Customs/Duties and International Transportation Laws regarding the somking products, and Ueeglass cannot guarantee safe shipping when shipping internationally, and we’re not responsible for your goods return cost.

What if I have to pay extra shipping fee for international orders?
No extra shipping fee will be charged from Ueeglass, there would be imports taxes, customs duties or other fees levied by your country, we cannot control any of these additional charges. Please check with your local customs office for more information.

What if any missing, borken or incorrect item(s) received?
We provide 24/7 hours customers service, please feel free to drop us a line anytime. Please take HD pictures of your broken items and package, email us at service@bongrips.com within 48 hours upon the receipt of your package.
Email should contain the order number, broken items together with broken package or what items are missing or incorrect, please also keep the box and packing materials for possible inspection. The incorrect item(s) wiil be requested to send back to us along with the original packaging meterials. If so, we will email you a return-shipping label and arrange the replacement once we get the item(s) back.

Please note: Ueeglass can only be responsible for the item(s) totally unused. We will definitly deal with the issues mentioned above asap. Please stay calm and be polite during the replacement process, being angry will not be helpful to speed up the process, thanks for your understanding.

Can my order being shipped to a P.O. Box address?
Yes, the orders can be shipped to a PO box except UPS.

Can I change or update my shipping address after purchase?
Yes, but please conbtact us immediately at service@bongrips.com or message us on Facebook or Instagram if you wanna use another address, we’ll try our best help to correct it if the order has not been shipped out. But the shipping address cannot be changed once your order is shipped.

What if I want my orders shipped to another shipping address other than billing address?
It works. For satety purpose, we may need to verify your ID for the orders going to a different name which might caused by credit-fraud card, as well as orders actually placed by under underage person. But the orders have to be sent to your billing address if you pay by American Express.

Do you require my signature for the package at delivery?
No, we don’t.

What should I do if I can’t find my package showed as delivered?
Verify your shipping address to check if it is wrong.
Look around carefully to see if there is any notice of attempted delivery or put in different location.
Go check with your neighbors or roomates , someone who may accept your package.
Wait 36 hours. Sometimes the pakcage may be marked as delivered up to 36 hours prior to arrival.
If you still don’t get your package after 36 hours, please contact the shipping carriers directly or contact us. We are here to help.

What if my package is stolen?
Please contact the carrier directly to solve this. Ueeglass cannot be responsible for the delivered package stolen, or damaged by carrier, but we’ll try our best to help assist you to solve this with shipping carriers.

Is it illegal to ship the packge to my state?
It depends, please confirm legality of receiving smoking water pipes and accessories in your state before placing order.

RETURN AND REFUND

How to return an item?
You may not like the items received and wanna return it. Please email us at service@bongrips.com with your order number, the unused items pics, we will check and approve your request and get back to you asap.

Can I return a used products, I just used it once?
No. Ueeglass only accept the return of unsed products, so please make sure the products for return

are in new condition and can be sold twice.

How long does it take to refund money to my account?
Generally, the refund amount would appear in your account in several days. It may take more time for some cases which depends on the bank policy.

What is your warranty policy?
There is no warranty for the products made of glass. You can choose to return it if you don’t like it in totally unused condition.