Returns and Exchanges Policy

TokeHouse | Returns and Exchanges

 

We do not accept returns on ANY used products. There are ZERO exceptions to this policy. We at Toke House aim to sell you only the highest quality of glass pipes and accessories at the lowest prices on the market to ensure customer satisfaction. We are extremely competitive with our pricing and reward programs. In the event that you are unsatisfied with your order, please contact us within 7 days of the delivery date. We will then give you instructions for how to return the product back to us. No returns will be accepted if we are not contacted first. We can either replace your items with one of your choice or issue a refund.

 

If a product has been used…

 

Toke House only accepts returns on un-used products—the refund claim must be filed within seven days of the delivery date. If the return is due to an error on our part (wrong product, etc.), we will give you a prepaid shipping label, and you will need to drop off the package at your post office. We are unable to accept returns, exchanges, or offer refunds for products that have been used. Inspect all products prior to using—once they are used it is out of our hands. If you decide to send an item back, make sure the product is packaged the same way it was delivered to ensure it does not break on the return trip. We recommend all returns purchase shipping insurance that covers the full cost of your order. If you choose not to purchase insurance and your shipment is damaged, we cannot offer you a refund or exchange. Once the item has been inspected and approved for return, a refund will be issued.

 

All returns will have a 25% restocking fee or the option of store credit for the full amount of your returned products. We will cover the return shipping if there is an error on our part. The purchaser is responsible for preference based returns.

 

Within two weeks from the return delivery date, you should expect a refund. In many cases, this will happen much faster. This time period includes the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.

 

If a product is damaged…

 

We go to great lengths to properly secure and ship all orders to prevent breakage. Our packing methods are designed to have all of your glass pieces arrive at your doorstep safely and in perfect, functional condition. We believe a good business is founded on sticking to your principles and in the unlikely event that your package arrives damaged, please be sure to contact us IMMEDIATELY;

 

E-mail us at tokesupport@tokehouse.com within 24 hours of delivery.

 

            Make the Subject Line “ORDER # - Damaged Delivery.

 

Take photos of all packaging and materials, AND damaged item(s).

 

We will give you a return shipping label.

Repackage the item in the box it arrived in and drop it off at post office.

 

Receive a replacement!

 

If you have any questions about these policies, feel free to contact us at tokeinfo@tokehouse.com.