Return/Refund Policy

At Dreaming Pipes, we want you to be happy with your purchase. This policy explains when items can be returned, how refunds work, and how we handle damaged, defective, or lost orders. For anything related to how orders are shipped, tracked, or delivered, please see our Shipping, Handling & Other page. This policy works together with our Terms and Conditions.

1. Return Window

We accept returns on eligible domestic (U.S.) orders within 30 days of your purchase date. To qualify, an item must be unused, unopened, and in its original packaging and condition. Returns are reviewed on a case-by-case basis, and we may decline items that show signs of use or that fall outside normal returns.

Because international returns involve customs clearance, high return-shipping costs, and restrictions on re-importing tobacco products, all international sales are final — we cannot accept change-of-mind returns or exchanges on international orders. We do, however, still stand behind your order: packages lost in transit are handled as described in Section 9. Every item is inspected and guaranteed to leave us in perfect condition, but once a package is in the carrier’s hands we cannot take responsibility for damage that occurs during shipping. If an item is defective or you received an incorrect item, contact us and we will work with you to reach a proper solution.

2. How to Start a Return

Please contact us at [email protected] before sending anything back. We’ll confirm that your item is eligible and give you return instructions. Returns sent without prior authorization may be delayed or refused.

3. Return Shipping Costs

If you are returning an item because you changed your mind, you are responsible for return shipping, and we recommend a trackable service since we can’t process a refund for a return we don’t receive. If the return is because of our error — a damaged, defective, or incorrect item — we will cover the cost of return shipping.

4. Non-Returnable Items

For health, safety, and legal reasons, some items cannot be returned once they have left our control or been opened:

• Tobacco products, cigars, and other consumables once opened or with a broken seal;
• Items marked final sale or clearance;
• Gift cards;
• Custom, special-order, or personalized items.

If an item in one of these categories arrives damaged or defective, Section 6 still applies — contact us and we’ll make it right.

5. Refunds — Method & Timing

Once we receive and inspect your return, we’ll email you to confirm it was approved. Approved refunds for domestic orders are issued to your original payment method, typically within 5–10 business days of approval. Depending on your bank or card issuer, it may take a few additional days for the credit to appear. Original shipping charges are non-refundable except where the return is due to our error.

6. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. Every item is checked and guaranteed to be in perfect condition when it leaves us. Once a package is in the carrier’s hands, however, we are not able to take responsibility for damage that occurs during shipping; if this happens, contact us and we will gladly provide the documentation you need to file a claim with the carrier. If an item is defective or you received an incorrect item, contact us at [email protected] within 45 days of the order date with your order number and photos, and we will work with you to reach a proper solution. Please note that briar, meerschaum, and other natural materials vary in grain and color, and handmade pipes are one-of-a-kind — natural variation is not considered a defect.

7. Order Cancellations

You may request to cancel an order before it ships by contacting us as soon as possible. Once an order has shipped, it can no longer be cancelled and is handled under the return process above.

8. Out-of-Stock Items

If you order an item that turns out to be out of stock, we’ll let you know and offer you either an exchange or a full refund, whichever you prefer.

9. International Orders

All international sales are final. Because international returns are complex and costly, we do not accept change-of-mind returns or exchanges on international orders. The following terms apply to international shipments:

• Defective or incorrect items: We guarantee every item leaves us in perfect condition, but we cannot take responsibility for damage that occurs during international shipping. If an item is defective or you received the wrong item, contact us at [email protected] with your order number and photos, and we’ll work with you to reach a proper solution — you won’t need to ship the item back internationally.
• Refused or unclaimed packages: If you refuse to pay your local duty or tax and the carrier bills us for the unpaid charges, we will subtract that amount and any return-shipping fee from your return credit once the order is back with us. We reserve the right to charge a 10% restocking fee for any international order returned to us because it was refused or unclaimed, and the original shipping fee is non-refundable. No refund will be given for damaged products on orders returned as “Refused” or “Unclaimed,” and we reserve the right to refuse refunds for damaged or unsalable merchandise where you refuse the package or it is refused by customs.
• Other international returns: We reserve the right to charge a restocking fee on all other international returns where we consider the reason for return to be outside the normal course of business.
• Seized or abandoned packages: No refund will be given for items seized at your local customs office or abandoned. You are responsible for confirming that your order can be legally imported.
• Economy International Shipping (with or without tracking): Once the package leaves the United States, the customer takes full responsibility and we assume no risk.
• USPS Priority Mail International — lost packages: If a package has no status updates for more than 3 months after departing the sorting hub, you may send us a missing-package search request. If the logistics partner locates your package, it will be delivered to the address you provided. If the package is deemed lost, we will refund the value of the merchandise as a store gift card for future use. Please note it may take up to 3 months for the logistics provider to search for a package. One account may have up to two refunds every twelve months.

中文说明：所有国际订单均为最终销售，由于国际退货流程复杂、费用高昂，我们不接受因个人原因（如改变主意）而进行的国际订单退货或换货。以下条款适用于国际包裹：我们保证每件商品在寄出时均处于完好状态，但包裹一旦交由承运商，我们无法对运输途中造成的损坏承担责任。如商品存在质量缺陷或发错货，请凭订单号及照片联系 [email protected]，我们将与您协商妥善的解决方案，您无需将商品寄回。拒收或无人认领的包裹：如果您拒付当地关税或税费，而承运商向我们收取相关未付费用，我们将在包裹退回后从您的退款金额中扣除该费用及任何退回运费；对于因拒收或无人认领而退回的国际订单，我们保留收取 10% 补货费的权利，且原运费不予退还；凡标记为“拒收”或“无人认领”而退回的订单，其商品损坏不予退款；若您拒收包裹或包裹被海关拒收，对于损坏或无法再销售的商品，我们保留拒绝退款的权利。其他国际退货：对于我们认为超出正常经营范围的其他国际退货，我们保留收取补货费的权利。被扣留或弃件的包裹：在当地海关被扣留或被弃置的商品不予退款，请您在下单前确认商品可合法进口。经济型国际邮寄（含或不含物流跟踪）：包裹一旦离开美国，由客户承担全部责任，我们不承担任何风险。USPS 优先国际邮件（Priority Mail International）丢失包裹：如果包裹在离开分拣中心后超过 3 个月没有任何物流更新，您可向我们提交包裹查询请求；如物流合作伙伴找到您的包裹，将按您提供的地址派送；如包裹被判定为丢失，我们将以商店礼品卡形式退还商品价值，供日后使用；请注意，物流服务商查询包裹可能需要长达 3 个月；每个账户 12 个月内最多可获得两次退款。

10. Contact Us

Questions about a return or refund? Reach out and we’ll help.

Dreaming Pipes
Email: [email protected]
Website: dreamingpipes.com