Shipping & Delivery

How do I qualify for free shipping?

We know nobody wants to pay to ship! We have you covered as long as you spend our minimum $10.00 amount. We ship out of metro Atlanta, which is centrally located geographically to deliver most orders in 3-5 business days. If you need your order quicker, we do offer paid expedited shipping options through USPS Priority and Express and FEDEX 1-2 Day delivery as well.

How do you ship your packages?

We ship orders primarily via the USPS but may also use FEDEX ground-based on the lowest cost pricing options. Most hand pipes and smaller smoking accessory products will ship via USPS First class mail. Larger or heavier products such as water pipes, recyclers, or multi-chamber bubblers will typically ship via USPS Priority Mail (2-3 day delivery) or FedEx Ground.

I Made a mistake with my shipping address information? How do I change it?

If you have a pending order, please call us immediately and we will be happy to update it prior to shipment. Orders received by 3 PM EST M-F ship out the same day. If the order has been processed/shipped and you provided an invalid address, most likely the USPS will return to us as undeliverable. We will make arrangements with you to reship to the correct address upon receipt of your original package back from the USPS. If you need to update your account information, simply access the MANAGE ADDRESSES section of your account and you have full ability to update either the billing or shipping addresses on file.

From where do you guys ship?

We stock all of our catalog products in our Atlanta Metro warehouse location. Our centrally located geographic hub allows us to reach most U.S. areas in 3-4 business days. We do not work with any drop shippers or 3 rd party suppliers so all shipments will come directly from us.

Do you offer discreet shipping?

Yes, our packaging is in unmarked plain envelopes or boxes. We utilize USPS boxes when available. Shipping labels are generic with our legal name MC WORLDWIDE as the return address shown.

Do you require a package signature?

Our site is intended for adult customers (18/21+) so we may reserve the right to require a signature on orders at our discretion due to security concerns.

Can I have my order shipped to a different address other than my billing?

For any orders paid by credit card, you can provide a different shipping address in the checkout section. Billing addresses are typically only used for credit card verification. For orders that are requested to ship to another name + address, we may require an ID verification to guard against fraudulent orders submitted with stolen credit cards.

Can I track my package?

Every package we ship will generate an email shipping confirmation that includes a delivery confirmation or tracking # that you can monitor through USPS or FEDEX. Please note tracking numbers may take 24 hours to be activated in our shipping partner’s system. We appreciate your patience in the meantime.

Do you ship internationally?

Currently, we ship only to our friendly northern neighbors in Canada. Typically orders will ship via USPS First Class International Service. Expedited shipping options via FedEx and USPS International Express are also available at an additional charge.**If you live in another country and wish to order, please email us with that request as we may add additional countries in the future based on demand. Please be aware international orders may be subject to import taxes and/or customs duties as levied by the Canadian Border Services Agency. For additional details click here.

Privacy & Security

What will appear on my credit card billing statement?

Your statement will reflect the purchase amount, date of transaction, and charges from MC WORLDWIDE LLC which is our legal business name.

Is my credit card information secure?

Yes, we understand the importance of maintaining your privacy and security. Our merchant processing requires our site to maintain the proper PCI compliance (Payment Card Industry) and our website has active and valid SSL certificates in place for e-commerce business activities. These industry standards were established to ensure proper controls around credit card data to substantially reduce credit card fraud.-Visit our privacy policy page for additional details.

Do I need to enable cookies on my browser?

The first time you visit our website, you will see the below popup appear at the bottom of the screen. Enabling cookies on your browser allows you to experience the shopping features offered on our site. Cookies are just small data files that store bits of information about your website interaction and those files reside on your computer after site visits. Once cookies are enabled, you can add products to your shopping cart and access your established account information. Logging in and out of your account ensures only you have access to your account details. For additional information on how we use cookies, view our privacy policy.

Returns, Replacements, & Product Questions

How do I exchange/return an item?

Our goal is your satisfaction! We accept returns on NEW and UNUSED items within 14 days of purchase. Please ensure the item is not used, as we will not issue a refund if we determine it was used. We will issue a full item refund, replace your exact item if available, or issue a store credit for that item’s value towards another purchase. To initiate a return, please contact us with your order details and your reasons for exchange/return. Once approved, we will provide return instructions and include a pre-paid return label in the event we are responsible for return shipping. For all other returns, please use a trackable shipping method to ensure a safe, confirmed return. Upon receipt of your approved return to our location, we will issue the refund to the payment method used, which should reconcile with your bank in 1-2 business days. Please note we do not accept returns for items damaged by customers during handling or usage. You may consider our glass insurance program at checkout to offer additional protection in the event of breakage.

My product arrived damaged/broken. What do I do?

We do our best to safely and secure all packaging. If your product arrives broken, we will make sure to resolve your issue as soon as possible. Upon receipt, please send us detailed photos of the damaged product and packaging as well as a paper identifying your name and order number. Clear package photos are necessary for the event we are able to file a claim with our shipping partners (USPS / FedEx). We allow 48 hours upon receipt to notify us of your broken product issue. Once verified, we will happily reship your in-stock replacement or provide a full refund.

My pipe looks slightly different than pictured. Are your photos done in-house?

Yes, we manage all of our photography in-house for our entire online catalog. We partner with a wide range of glass artists who produce handmade items. There may be slight variations in production resulting in size, color, and shape differences. We regularly inspect all inventories for all of our products and ensure variations are minimal. If our supplier’s restock inventory is substantially different from the original listings, we will update our information accordingly.

What are your normal customer service business hours?

You can text us 24-7 and get a timely response from us. Email us at your convenience and we will respond the same day. You can also reach us via telephone M-F 9-6 pm EST.

How do I share product feedback or inquire about your catalog?

We are all about open and honest communication and feedback. We want to be your online source for amazing smoke shop products and accessories. We welcome your questions, comments, and suggestions on how we can better serve you. Email us, text us, or call us at your convenience.

Do all of your products feature 360-degree photography?

Practically every product in our catalog features 360-degree photography. Our goal is to give our customers a great shopping experience by offering high-quality photography and detailed descriptions. With our 360-degree photography, you can view our products from every angle. Most of our hand pipes are true pieces of glass art with intricate details and color combinations. Exploring our 360° degree photography will give you a better perspective on our products and allow you to determine your view with the click of your mouse.

How does your Glass Insurance program work?

As an add-on at checkout, we offer a glass insurance option, which costs 10% of the product value. If your purchased/insured item breaks, just send us an email with evidence. We require a couple of photos with item details including a piece of paper with your name and order # on it. After verification, we give you a credit worth 50% of the product’s value that you can apply towards your next purchase.

Ordering, Payment, & Pricing

Can I place an order over the phone?

Yes please call us! We are old school and a member of our sales team will be happy to help you process an order over the phone. We will answer any questions you have about your products of interest and explain the order processing/shipping details as well.

Can I cancel or edit the order I just placed?

Yes provided we have not shipped your order, we will be happy to make any changes you request. Please call us ASAP! We ship all in-stock orders received by 3 pm same day M-F. Any orders received after 3 pm on Friday would ship out on Monday.

How can I view my previous orders or reorder?

Once you log in to your account, you have the option to view all of your orders from your account home page. The admin page also allows you to reorder a specific order by clicking on the corresponding order # link. The cart will automatically re-load that particular order information for easy reordering.

Do you accept PayPal?

Unfortunately due to current policies, no online smoke shops are allowed to receive payments via PayPal. The policy restricts transaction on all types of tobacco products and glass product accessories including cigarettes, cigars, and smokeless tobacco due to current industry regulations for online tobacco sales. Laws are continuously evolving so in the event the restrictions are removed or updated; we will make every effort to accept PayPal payments.

Do you price match or offer a low price guarantee on your products?

Sure! We want your business and are always willing to beat or match our competition. Send us an email with details and we will work with you to get your business. Submission from sites such as Amazon, eBay, Wish, or Alibaba will not be accepted.

Hey my recently ordered product is now on sale. Can I get a refund?

If our pricing drops within 30 days of your recent purchase, we will be happy to refund you the difference. Email us with the details of your request.

How do I use a coupon code?

During the checkout process, there is a DISCOUNT CODE field to enter your coupon and it will be applied automatically

What forms of payment do you accept?

We accept credit card payments via American Express, Visa, MasterCard, or Discover. If you prefer to send a check or money order, you can mail that to us as well. Please allow 3-4 days for receipt via mail and we will process same day received.

Will my order be charged sales tax?

We are only required to collect sales taxes on orders delivered to Georgia addresses. The shopping cart will automatically calculate and display the applicable sales tax charges based on the postal codes provided.

Promotions

Do you have a rewards program? How do I earn points?

We value your loyalty and business. Every time you shop with us, you earn discounts to be applied towards future orders. With MasterCheef Customer Rewards, you earn 5% on all purchases in terms of points that can be applied at checkout or amassed in your customer account. We offer several ways to earn additional reward points: – Registering an account = 20 points – All purchases – 1 point for every dollar spent ($20 order earns 20 points) – Write product reviews on your purchases = 20 points – Invite Friends / Referrals = 50 reward points when your invitee makes 1st purchase **20 points = $1 off and can be applied in your shopping cart. Just use the reward points slider to apply or update your order total immediately.

Are there other ways to save?

We do offer a bundled discounts section on our product pages that provide savings on add-on products/accessories. A simple bundle item click will automatically update your cart and add the discounted product. Click here for more information on the promotion.

Checking / Updating Account Information

How do I create an account?

Click the ACCOUNT link in the top header of the website. Click on Login and then CREATE ACCOUNT. The only information required is your name, email, and a chosen password.

How do I retrieve my password?

Click this FORGOT YOUR PASSWORD link. Provide us with your registered email address and you will receive a link to reset your password. If you simply want to change your existing password, you can access your MY ACCOUNT page and select change password in the contact information section (as shown below). You will need your current password information in this case in order to update it.

How do I change my email address on file?

Simply access the MY ACCOUNT page again while logged in to the website. You can select the edit button in the Contact Information section of the form. From this screen, you have the ability to update your name, email, or password. Save your changes.

How do I get your email newsletter?

We have signup options throughout the site. Wherever you see our JOIN THE CHEEF Club section, just enter your email and optionally your cell # for text updates as well.  For a direct newsletter registration link, signup here.

How do I unsubscribe from emails?

You can unsubscribe from our email newsletter by clicking the Unsubscribe From This List link at the bottom of our email newsletters. From your Account Home page, you can also click the edit icon in the Newsletters section of the page and uncheck the General Subscription field and re-save your account. You are also able to call us and we will manually remove you from our newsletter if you prefer as well. You can email us directly at support@mastercheef.com to make the request as well.