Frequently Asked Questions
Got a question before you order? You're in the right place. Below are answers to the things customers ask us most — from age verification and discreet US shipping to returns, warranties, our certified open-box program, and how to pay. If you don't see what you're looking for, our support team is always happy to help.
How do I place an order and do I need an account?
Add the gear you want to your cart and check out from any product or collection page. You can browse freely without an account, but you'll complete a quick age (21+) ID verification step before payment on every order. Creating an account is optional and simply makes it easier to track orders, save addresses, and start a return or warranty claim later. If you do create one, use a current email address so order and shipping notifications reach you.
Why do you require government-issued ID and age (21+) verification?
Everything we sell is intended for adults 21 and older, so we verify age and identity on every order, before any payment is taken. This keeps us compliant with the law, keeps these products out of the hands of minors, and protects you against fraudulent orders placed in your name. There are no exceptions — verification happens up front on each purchase.
How does the ID / age verification step work at checkout?
After you review your cart, you'll be prompted to confirm your identity and age using a government-issued photo ID (such as a driver's license or passport) before you reach the payment screen. The check runs in moments in the typical case, and once you clear it you continue straight to payment. Make sure the name and address on your ID match your order details so nothing is held up.
Is verification safe — who actually sees my ID and how is it stored?
Your privacy is the priority. ID verification is handled through a secure, encrypted process used solely to confirm you're 21+ and that the order is genuinely yours. We don't sell or share your identity documents, and we don't use them for marketing. Documents are handled under strict access controls and retained only as long as needed for verification and legal compliance, and ID/age-verification images are deleted within 90 days. If you have specific questions about data handling, contact support and we'll walk you through it.
Where do you ship, and how much does shipping cost?
We ship within the United States only. Shipping is a flat $9.95 per order, and it's free on orders over $99. A 7% sales tax applies. We don't currently ship internationally or to PO boxes / freight forwarders, since every delivery requires an adult signature (21+), so please use a US street address that matches your verification details.
How long until my order ships and how do I track it?
Orders typically ship within 1–2 business days after your age/ID verification and payment clear. We ship via USPS and UPS, tracked, and most packages arrive in about 2–6 business days within the continental US. As soon as your package leaves our facility you'll get a tracking number by email (and in your account, if you have one) so you can follow it to your door. If you don't see a tracking email within a few days, check your spam folder and then reach out to support.
Is your packaging discreet?
Yes. Every order ships in plain, unbranded packaging with no product imagery or wording on the outside that hints at what's inside. The shipping label won't advertise the contents, and the return address is kept generic, so your discreet, unbranded delivery stays low-key.
Do you ship to my state?
We ship to addresses across the United States. That said, local laws on these products vary, and it's your responsibility to make sure the items you order are legal to purchase and possess where you live. We may be unable to ship certain items to certain areas; if anything in your order can't be shipped to your address, we'll let you know.
What is your return and refund policy?
If something isn't right, you can start a return within 30 days of delivery. Items must be returned unused and unopened in their original packaging with all accessories, and there's no restocking fee. Once we receive and inspect the return, we issue your refund to the original payment method within 5 business days.
Can I return a vaporizer or glass piece that's been used?
For health and hygiene reasons, vaporizers, e-rigs, glass, and any item that contacts herb, vapor, or your mouth cannot be returned once they've been used, unless the item is defective. Unused items in their original sealed or unopened condition can be returned within 30 days of delivery. If you believe an item is defective, don't keep using it — contact support so we can sort out a warranty claim or replacement.
How do I start a return?
Reach out to our support team with your order number and a short note about what you'd like to return and why. We'll confirm whether the item is eligible and send you return instructions, including where to ship it. Please wait for our go-ahead before sending anything back so your return is tracked and credited correctly.
What warranty comes with my purchase?
New products carry the manufacturer's warranty, which we pass through to you — terms and length vary by brand and model, commonly 1–2 years. Certified open-box / refurbished units may include a 6-month warranty. Keep your order confirmation as proof of purchase, since you'll need it to make a claim.
How do I make a warranty claim?
Contact our support team with your order number and a description of the issue, along with photos or a short video if the problem is something you can show. For new items we'll either help you directly or connect you with the manufacturer's warranty process; for refurbished units covered by our 6-month warranty, we handle it for you. We'll explain the next steps once we know the details.
What is the Open-Box / Refurbished program, and how is gear graded and tested?
Our open-box and refurbished units are returns, display pieces, and lightly used devices that we recondition and certify before resale. Each one is fully tested to confirm it works as it should and is thoroughly cleaned and sanitized. Expect only light cosmetic wear — never broken or non-functional gear. Many of these units carry a 6-month warranty, and they're a great way to get premium hardware for less.
Are your products authentic and genuine?
Yes. We stock 100% genuine products from authorized sources and respected brands including Storz & Bickel, Arizer, Puffco, DynaVap, Dr. Dabber, Pax, MJ Arsenal, Santa Cruz Shredder, and Blazer. We never sell counterfeits or knockoffs, and that applies to our open-box and refurbished inventory too — those are the same genuine devices, simply reconditioned.
What payment methods do you accept?
We accept credit and debit cards, ACH bank transfers, and cryptocurrency. You'll pick your method on the payment screen after you've completed age verification. Whichever option you choose, your order total includes the 7% sales tax and any shipping that applies.
How does paying with crypto work at checkout?
Choose crypto as your payment method and you'll be shown the accepted coins along with a wallet address or QR code and the amount due. The quote is held briefly — about 15 minutes — to lock the rate, so send the exact amount from your wallet, and once the transaction confirms on the network your order moves forward. Crypto payments are generally not reversible, so double-check the address and amount before you send.
Is my payment information secure?
Yes. Checkout runs over an encrypted connection, and card and bank payments are processed through trusted, industry-standard payment providers. We don't store your full card number on our servers. Combined with up-front identity verification, this helps protect both your payment details and your order against fraud.
Can I change or cancel my order after placing it?
We move quickly to get orders out the door, but you can change or cancel any time before your order ships. If you need to update an address or cancel, contact support as soon as possible with your order number. Once an order has shipped we can't change it, but you can use our return process after it arrives.
How do I care for and clean my new gear?
A little routine maintenance keeps vaporizers and glass performing and tasting their best. Always follow the cleaning instructions in your product's manual, let parts cool fully before handling, and use isopropyl alcohol and warm water for glass and removable components rather than harsh cleaners. Clean screens, mouthpieces, and chambers regularly, and never submerge electronic bases or batteries in liquid.
What don't you sell?
We do not sell tobacco, nicotine, or any controlled substance. Our gear is intended only for use with legal dry herb and concentrates. Nothing we sell is meant for minors, or for anyone who is pregnant or nursing. Please use your products responsibly and in line with the laws where you live.
How do I contact support?
Our team is here to help with orders, verification, shipping, returns, warranties, and product questions. Reach out through the contact options on our website with your order number handy, and we'll reply within 1 business day. The more detail you give us up front, the faster we can help.