Order Policy

  • Last updated August 1st, 2017

     

    This page details what GRAV offers, where and to whom we offer it, and when and how it’s fulfilled. While GRAV reserves the right to adjust our order policies at any time, we’re committed to providing the most consistent and satisfying shopping experience possible, along with the level of service our products and customers deserve. If you have any suggestions for how we might improve our site or business, please let our customer service representative know via the Live Chat function.

  • PRODUCT OFFERING

     

    GRAV offers a comprehensive selection of smoking and vaping tools and accessories. Our specialty is borosilicate glass pipes and components, but our expertise extends to every method of consumption. We’ve spent years cultivating our scientific aesthetic and growing a handful of products into entire families and brands, covering every major category of pipe. While we’re proud to partner with many incredible retailers, GRAV.com is the best place to find our entire catalog - including our newest designs and limited edition classics. And in a marketplace full of imitators and disappointing service, GRAV.com guarantees authenticity and security with every purchase.

     

  • AGE RESTRICTION

     

    All GRAV products are intended to be sold to and used by individuals older than 21 years of age. If you are younger than 21, please leave this site immediately.

  • AREA of SERVICE

     

    GRAV.com ships to all 50 states. We do not currently ship to Puerto Rico, Canada, or any other countries and territories beyond the United States. We are working to expand our shipping range so that everyone who loves our products can find and purchase what they want from us directly. In the meantime, if you’re outside our area of service, please visit our Store Locator page to find a retail partner near you.

  • PRICING

     

    GRAV is dedicated to offering the highest quality pipe designs at the best possible price. We’ve built products for every budget and style, and our pricing reflects our understanding of the market as well as our expertise in glass manufacturing.

     

    Prior to launching GRAV.com , we had never serviced our end users directly, and our retail pricing had largely been dictated by our retail partners. We acknowledge that these business partners are a core part of our foundation, and this site strives to maintain the appropriate price level - for everyone.

     

      However, it’s possible that a large difference between our price and another shop’s price for the same product is due to that product being a knockoff, made and sold illegally. If you suspect a GRAV® branded product might be a knockoff, please reach out to our GRAV® Support to confirm its source. Knockoffs are made on substandard and sometimes dangerous materials and are not backed by any useful customer service. It’s in the best interests of businesses and individuals that we all make an effort to protect intellectual property.

     

  • ACCOUNT CREATION

     

    We encourage every customer of ours to create an account on GRAV.com prior to making any purchase. Having an account with GRAV not only makes future ordering faster and simpler, it also allows customers to review our products, draft wish lists, send gift certificates to friends and family, and receive special offers. If you create an account with GRAV prior to or during a purchase, you’ll have a longer window to report any defects (90 days vs 30 days for guest purchases).

     

    The more GRAV knows about our customers, the better we can service them, both in terms of marketing and product design. However, we’re extremely sensitive to customers’ desire for privacy and security. If you have any concerns regarding how your account information will be used, please review our Privacy Policies.

  • SHIPPING OPTIONS

     

    All GRAV.com orders are shipped using FedEx Home Delivery service. Each order requires the signature of a resident older than 21 years of age at the address to which it’s being shipped. If no one eligible is available to sign for the package upon delivery, it will be taken to a local FedEx facility. In order to pick up the package from FedEx, you will need your tracking number and valid ID.

     

    GRAV.com can not deliver to PO boxes, due to the signature requirement.

     

    For customers in the 48 contiguous states, GRAV.com charges a flat rate of $10 per order, which includes all shipping, handling, and quality control costs, as well as the signature requirement fee charged by FedEx. Orders over $100 receive free shipping. We also offer expedited shipping options. However, expedited shipping estimates only refer to the shipping time, not the processing time. Please allow for lead times and place orders in advance of when the items are needed.

     

    Customers in Alaska and Hawaii will be charged whatever FedEx quotes as the rate for shipping to their address. The shipping cost per box to those locations is likely to exceed the $10 flat rate paid by other customers. To our friends in Alaska and Hawaii: we are working to secure better rates for our small packages so that we can offer flat rate shipping to you and yours as soon as possible.

     

  • LEAD TIME

     

    GRAV.com orders typically ship within 2-4 business days from the time an order is submitted. After placing an order, you’ll receive a confirmation email to the address you provided. You’ll receive a separate email when the order is ready to ship, including the FedEx tracking number for your order. Depending on your shipping address, FedEx may take 3-5 business days to deliver your package. All GRAV.com orders are shipped from Austin, Texas.

     

  • PAYMENT OPTIONS

     

    GRAV.com accepts VISA, Master Card, American Express, and Discovery credit and debit cards. Payment will be authorized and charged at the time you submit your order. If the payment authorization fails, your order will automatically be cancelled, and you’ll be prompted to re-enter the card information or provide an alternative form of payment. No order will be shipped until payment is taken successfully.

     

     

  • ORDER MODIFICATION and CANCELLATION

     

    If you need to cancel or change your order (including changes to products ordered, payment information, and address details), please contact our customer service team immediately - either by Live Chat, 800-420-4728, or support@grav.com. If your order ships before you can cancel it, GRAV can’t guarantee FedEx will be able to prevent delivery. If an order you want cancelled is shipped prior to cancellation, you will still be charged, and a refund will not be processed until we’ve received the returned package in accordance with our return policies.

  • RETURN POLICY

     

    Every GRAV product is a demonstration of superior craftsmanship and function. We take pride in our quality control and packaging standards, and it’s very rare that a product should arrive broken or damaged. If you receive any broken, defective, or incorrect product, please refer to our Return Policy for the best way to resolve your claim.