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Order Policy



LAST UPDATED AUGUST 2023 

 


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 at [email protected]. Correspondence with our support team will be answered within 2-4 business days.


PRODUCT OFFERING 

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 the 50 United States through FedEx. We DO NOT currently ship to Canada or any countries in Central or South America, Europe, Africa, Asia, or Australia. 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.

 

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. 
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 

GRAV.com offers multiple shipping options at checkout. Your order will be sent with the carrier and shipping method you select.  The flat rate and free shipping options are sent using FedEx Ground Economy. FedEx Ground and/or FedEx 2-day options may also be available depending on your shipping address. Our shipping rates may vary over time. An adult over the age of 21 is required to receive the delivery. 
Priority shipping estimates (such as FedEx 2-Day) 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. 
Orders over $100 will receive Free Shipping! 
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 $6.99 flat rate paid by other customers. When the FedEx 2-Day option is less expensive than FedEx Ground, we will quote you the better shipping rate. 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.
If the shipping carrier (DHL or FedEx) provides Proof of Delivery, we will not offer a replacement for an undelivered package. We will assume that the Proof of Delivery is accurate, the package was delivered, and a theft occurred between delivery and the time that you checked for the package.

 

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 USPS or FedEx tracking number for your order. Depending on your shipping address, the carrier may take 15-20 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 Discover credit and debit cards. We do not accept payment by credit cards issued by banks outside the United States. Payment will be authorized and charged at the time you submit your order. If the payment authorization fails, your order will automatically be canceled, 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 CANCELATION 

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 at 800-420-4728 or [email protected]. If your order ships before you can cancel it, GRAV can’t guarantee USPS or FedEx will be able to prevent delivery. If an order you want canceled is shipped prior to cancelation, 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. We will not accept returns after 30 days from original delivery.

 

REPLACEMENT 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 Replacement Policy for the best way to resolve your claim. 

 

CANADA ORDERS

Orders placed to Canada will be shipped via FedEx International Ground at a flat rate of $19.99. Our shipping rates may vary over time. All Canada orders are final sale, and cannot be returned.

 





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