Frequently Asked Questions
Shipping
How do you ship your packages?
Here at Grasscity, we understand our customers' concerns about privacy and discretion. Every product we ship will be sent in plain cardboard boxes, with nothing to mark glass pipes or smokeware. Our shipping labels do not say Grasscity, and we do everything we can to ensure our packages are discreet.
As such, our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Nowhere on the outside of your package will you see the words "Grasscity".
However, "Grasscity" will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.
How much does shipping cost?
We offer free domestic shipping within the United States on orders over $50. For international orders, we currently only ship to Canada, with a flat shipping rate of $14.95 for all orders.
Our Shipping Team and Shipping Speeds
Please note that shipping speed does not include the order processing time. Orders typically require 2–3 business days for processing, which includes pulling and packaging your items. Our shipping team works hard to dispatch orders as quickly as possible, but during peak seasons and promotional events, processing times may increase. Please note that shipping times do not guarantee the package arrival date
Shipping times do not guarantee the exact package arrival date and may be affected by unforeseen circumstances, such as weather conditions or carrier delays.
Can I change my shipping address after placing an order?
Once an order has been placed, we process it quickly to ensure fast delivery. This means we cannot guarantee changes to the shipping address after the order is submitted. If you notice an error immediately after ordering, please contact our customer support team on live chat or email us at support@grasscity.com, we’ll do our best to help before the order ships.
Order Tracking
How do you ship your packages?
Here at Grasscity, we understand our customers' concerns about privacy and discretion. Every product we ship will be sent in plain cardboard boxes, with nothing to mark glass pipes or smokeware. Our shipping labels do not say Grasscity, and we do everything we can to ensure our packages are discreet.
As such, our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Nowhere on the outside of your package will you see the words "Grasscity".
However, "Grasscity" will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.
How much does shipping cost?
We offer free domestic shipping within the United States on orders over $50. For international orders, we currently only ship to Canada, with a flat shipping rate of $14.95 for all orders.
Our Shipping Team and Shipping Speeds
Please note that shipping speed does not include the order processing time. Orders typically require 2–3 business days for processing, which includes pulling and packaging your items. Our shipping team works hard to dispatch orders as quickly as possible, but during peak seasons and promotional events, processing times may increase. Please note that shipping times do not guarantee the package arrival date
Shipping times do not guarantee the exact package arrival date and may be affected by unforeseen circumstances, such as weather conditions or carrier delays.
Can I change my shipping address after placing an order?
Once an order has been placed, we process it quickly to ensure fast delivery. This means we cannot guarantee changes to the shipping address after the order is submitted. If you notice an error immediately after ordering, please contact our customer support team on live chat or email us at support@grasscity.com, we’ll do our best to help before the order ships.
How do I track my package?
Tracking information will be sent to you once your order has been scanned and packed up. Tracking emails are typically sent out 1-2 days after order has been placed.
Once it’s shipped out you’ll continue to receive periodic shipping updates until its arrival. If you entered a phone number at check-out, our system will send you text message alerts to update you when your package is out for delivery.
Where is my order?
Trying to find your package? You can follow the link below to track your order.
If you're still having difficulty tracking your order, or if you have additional questions about your order, please contact our customer service for further details.
Is a signature required for my order?
Grasscity may require a signature for certain orders at our discretion to ensure security. This helps prevent fraud, underage purchases, and other unauthorized activity.
Does Grasscity offer price matching?
Yes! We offer a Price Match Guarantee with a 5% price beat on eligible items. If you find an identical product from the same brand at a lower price from our online competitors, we're happy to match or beat the listed price. This policy excludes wholesalers and auction sites. Please contact us to request a price match.
*Terms & conditions applied
What should I do if I didn’t receive my order confirmation email?
If you haven’t received your order confirmation, first check your spam or junk folder. If it’s not there, please ensure you entered the correct email address at checkout. You can also contact
our customer support team on live chat or email us at support@grasscity.com , with your order details, and we’ll confirm your order and provide any necessary updates.
Delivery
How long does it take to receive my order?
· Standard shipping takes 3-7 business days
· Priority shipping takes 2-3 business days
· Express shipping takes 1-2 business days
Payments, Gift Cards & Discounts
What payment methods do you accept?
- We accept all major credit cards.
- Mastercard, Visa, American Express, Discover Card.
- We do not accept paypal - there are no exceptions to this.
Do you accept Paypal?
We do not accept Paypal due to their restrictions on tobacco, glass pipes and functional glass art. There are no exceptions to this, for Paypal has restrictions on all smoking products and accessories. Sorry 'bout the inconvenience.
Returns, Cancellations & Order Issues
Do you accept returns?
We accept returns on all unused products. If the product has been used, even once, we cannot accept a return, no exceptions. Items must be reported for return within 48 hours of delivery. All returns are subject to a restocking fee.
No matter the reason, sometimes you receive something you don’t want. If you want to return an item, there are a few steps to follow. First, email us with some pictures of the item so we can verify it is not broken and hasn’t been used. Please note that the cost of return shipping will be deducted from your refund
Returns will only be accepted if exchanged through our customer service team, packages sent without our return label will not be accepted or refunded.
What if I choose to cancel my order?
If the package has already been shipped out, the order cannot be cancelled. If you are unsure about your purchase, please contact us beforehand so that we can help you select the best piece for your needs.
What should I do if an item is missing from my package?
If you find that something is missing from your package then you have come to the right place. For starters we are really sorry about that.
We just need you to email us with what’s missing from the order, and from there we’ll search our order photos & videos for a discrepancy. If the photos or video show that we made a mistake we will make it right immediately, and you will be receiving a replacement shipment from us shortly.
Always be sure to check your packaging and bubble wrap for missing items, sometimes smaller items can get misplaced in the unwrapping.
Can I exchange an item for a different product?
Yes, exchanges work for unused items. Contact customer service within 48 hours of delivery at support@grasscity.com or contact our customer support team on live chat. We'll coordinate an exchange of equal value and provide a prepaid return label. Remember: the item must be completely unused, not even one session.
How do I initiate a return or exchange?
To start a return or exchange, you can reach out to our customer support team via live chat or email with your order details. They will guide you through the process and provide a return authorization if applicable. Note: Only orders reported within 48 hours of delivery are eligible for return.
Do I have to pay for return shipping?
For standard returns of not needed items, you'll receive a shipping label but the cost of return shipping will be deducted from your refund or store credit. However, if the return is due to a damaged, defective, or incorrect product, we will provide a prepaid shipping label at no cost to you.
Can I return a product I bought with a discount?
Yes, discounted items may be returnable if eligible, depending on our terms and conditions and any specific details mentioned in the product description.
What if my order breaks during shipping?
If your item arrives broken, defective, or damaged, please inspect it immediately and take photos along with your order invoice. Email these to support@grasscity.com within 48 hours of delivery or start a live chat with our support agent on the website.After verification, we will replace the item or issue a refund/exchange of equal value.
Important: We cannot accept returns for used items. If you purchased Route Protection at checkout, coverage applies only during shipping from our warehouse to your home. Damage that occurs after delivery is not covered.
Damaged or Broken Items
What if my order breaks during shipping?
If your item arrives broken, defective, or unused, please inspect it immediately and take photos along with your order invoice. Email these to support@grasscity.com within 48 hours of delivery or initiate a chat with the live support agent on the website using the chat widget. After verification, we will either replace the item or issue a refund/exchange of equal value.
Important: We cannot accept returns for used items; this is non-negotiable. If you purchased Route Protection at checkout, coverage applies only during shipping from our warehouse to your home. Damage that occurs after delivery is not covered.
Inventory, Stock & Availability
Why are items in your store out of stock?
Yes, we sometimes run out of stock. Every glass piece we offer is carefully hand-blown using high-quality materials, which can lead to longer production times for certain items. Don’t worry—popular items are restocked regularly, so be sure to check back often!
When will you restock an item?
We get asked a lot when we’ll get certain items back in stock. Those restock times vary from piece to piece and from brand to brand. They will generally take about 2 - 3 weeks on any product. We might get some in faster at times but that can't be guaranteed. You can email us if you have a question about a specific product. If you’d like to find out exactly the moment when items are restocked, you can head to our website.
Freebies, Promotions & Giveaways
How can I receive Grasscity promotions and updates?
Sign up by entering your email in the footer of our website to join our mailing list. Follow us on Instagram, Facebook, and other social channels for exclusive drops, behind-the-scenes content, and early access. Subscribers receive discount codes, product announcements, educational tips, and first access to limited releases.
Account & Login Support
How do I update my account password?
Found yourself locked out of your account? We can help you regain access!
When you attempt to login, you should see a clickable link that states "Forgot your password?". Enter in your email address, and we can send you a link to reset your password.
You can also get in touch with our Customer Service team, and they can have a password reset email sent your way!
Customer Support & Help
The answer to my question is not here, what do I do?
If you can’t find the answer to your question here which covers all of our most frequently asked questions, you can contact us directly. Email us with your name, order number (if applicable), and your question at support@grasscity.com. You can also reach out via the chat widget on our website to connect with a live support agent, available 7 days a week from 9 AM to 9 PM EST.
Is Grasscity's glass safe to use?
Yes, all our curated glass pieces are made from body-safe, heat-resistant borosilicate glass (same material as lab equipment and kitchenware). It's non-toxic, contains no lead or harmful
chemicals, and doesn't leach or off-gas. Our silicone products use food-grade, BPA-free, phthalate-free platinum-cured silicone. Always inspect glass before use—never use cracked or damaged pieces.
Are Grasscity products legal?
Yes, all smoking accessories we sell are legal for tobacco use and intended for adult customers 21+. Customers are responsible for knowing local laws. We verify age at checkout and may require signature delivery. We reserve the right to cancel orders suspected of violating laws or company policy. We take preventing illicit and underage orders extremely seriously.
Does Grasscity sell to minors?
Absolutely not. We enforce strict 21+ age verification at checkout, reserve the right to require signature on any order for security, and immediately cancel suspected underage orders. Fraud prevention measures are in place throughout our system. For legal guardians ordering for personal use: packages require adult signature to ensure compliance with regulations. No exceptions.
