Frequently asked questions and answers.

About us ...

Who are you?

Excellentpipes.com is a Czech based company. We create top quality hand made glass products. We are registered with the commercial register and our VAT number is CZ26852519.

Are you a manufacturing or commercial company?

All the products available on our websites are hand made in our own workshops and we also have a full control of the distribution and the sales.

Where is the Czech Republic located?

Czech Republic is located in the center of Europe and the capital is Prague. Our region is also famous for Bohemian Crystal and the best hockey player Jaromir Jagr was born here. The tradition of Bohemian glass dates back to the 14th century. We are a member of European Union and our neighboring countries are Poland, Slovakia, Germany and Austria.

Do you have a free line?

You can call us for free on 1 347 952 4371 (USA) 00420 272 048 119 (EUROPE). You can also leave us a message and we will be happy to call you back.

You can reach us during these hours:
USA, Canada: EST 4:00 PM - 12:00 PM
Europe, Australia, Asia, Africa: GMT 21:00 - 5:00

How can you guarantee that I will receive the items I have ordered?

Excellentpipes.com has five years of tradition and experience in customer service and logistics. We always go the extra mile to serve our clients even better. We make sure you will receive exactly what you have ordered and in the shortest time possible.

I was pleasantly surprised by your quick reaction to my question...

Thank you. Our policy is to reply to customers' emails within 24 hours. If you want to place an urgent order, please call us directly on 1 347 952 4371 (USA) 00420 272 048 119 (EUROPE) or contact us via instant messenger (ICQ, AIM - look for contacts here).

Shipping ...

How can I get free shipping with my order?

Your delivery will be free of charge if you place an order over $69. Applies to all countries.

Do you ship your products to all countries?

Yes, we do. After placing an order you will immediately receive an e-mail confirmation. Orders are shipped without delay by the following business-day.

How long does it take to deliver my order to the US?

The delivery takes approximately two weeks (10 business days), depending on the destination. If you don't receive your order within one month, please contact us, have your order number ready and we will assist you.

How long does it take to deliver within Europe?

There are advanced and reliable shipping services within the countries of EU and delivery takes no longer than 3-4 working days.

How often do you ship?

We ship twice a day, Monday to Friday.

Is there a possibility of faster delivery?

Yes it is - by using the Express Mail Service (EMS). But it is much more expensive than common delivery. The price depends on weight and size of your package and it can be between $50 and $250. Rather we recommend you to place your order in advance especially if you are buying a present.

Can you arrange the delivery of my parcel according to special requirements?

Unfortunately, we are not able to arrange any special delivery requirements. We use the services of the Czech post and its partners, eg. USPS in the USA. If you are not at home at the moment of the delivery, a notification will be left for you and you can collect your delivery at the local post office.

Do I have to sign for the delivery?

It depend on your local post office and customs.

What is your policy on damage caused by shipment?

Even though this happens very rarely and usually with the bigger products, you can rest assured we will replace your item. All you need to do is send us a clear picture of what has been broken.

Can I have a tracking number for my order?

Yes, of course. Unfortunately this number cannot be used for online tracking, it could only be used for obtaining information directly at the post office. Tracking numbers are sent on request only.

What happens if my parcel is not delivered?

If your parcel is not delivered within one month, please contact us and we will make the necessary arrangements. If your parcel was lost we will send you a replacement free of charge.

Personal security ...

How do you pack your product? Is it packed discreetly?

We use only plain boxes for our products containing only your address and our company address. There is no company name stated, only the owners name.

How can you guarantee that my credit card won't be misused?

We use the services of Ceska Sporitelna, which is the biggest bank in Czech Republic. You are transferred directly to their credit card payment gate during the payment process, which is absolutely secure due to the 3D Secure system used by bank.

Will my personal data be safe?

The safety of your personal data is assured by Thawte certification.  All data are transferred via SSL protocol (Security Socket Layer, https) and are encrypted in our database.

Payments ...

What can I see on my credit card statement when purchasing products on your website?

The date of your purchase and the description Czech hand-blown art will be reflected on your credit card statement. No one can recognize what you have purchased.

What problems can I face when using a credit card?

1. POP-UPS - Turn off your pop-up blocker before continuing with the payment via Credit/Debit Card. How do I do it?
2. Wrong credit card data have been entered - some people make a mistake especially when they fill in expiration date because some credit cards have 6 digits in format MM/DD/YY. The needed format for paying is MMYY (two digits for month, two for year).
3. A wrong type of card (Visa/MasterCard) was selected.
4. Not enough money on your bank account.
5. Internet payment via card isn't enabled (ask your bank).
6. Error occurred at the payment gateway, try again later.
7. International transactions are not allowed (ask your bank). We are located in Czech Republic, central Europe.

If you need our assistance please call us on 1 347 952 4371 (USA) 00420 272 048 119 (EUROPE).

Does the credit card owner's address have to be identical with the delivery address?

No, different addresses are not a problem.

Which currencies are allowed for payment on your website?

Transactions can be made in American dollars (USD), Euros (EUR) and British pounds (GBP).

Are there any additional fees when using a credit card?

No, you only pay for the products you have chosen and delivery fees (shipping, handling, packaging).

Free gifts ...

Am I entitled for both, a free gift and a free shipping?

Of course, there is a free shipping and a free gift with every order above $69. In addition you will receive a free chillum or a spoon with every order above $29! With an order above $59 you can also choose a free Bob Marley CD.

Can I get a free gift if I send cash or cashier's check?

Yes, if you send cash or cashier's check we will send you a free gift in return. Please be advised that the delivery will take a bit longer as we have to receive the cash or the check first.

Law ...

Does my government allow me to own a water bong or a pipe ? Is it legal ?

In most countries there is no problem. If you are not sure, please learn about your local law.

I am under 18 years old. Can I order here?

According to a local law only adults above 18 years old can order our products.

Products ...

How can your prices are so accessible ?

As we are the producers as well as the distributors of our pipes, there is no additional cost and our prices remain very reasonable.

How does the color changing effect work ?

The color of the glass can change according to the light conditions, eg. with a dark background the color turns blue and with a light background the color turns yellow.

I have been using my pipe for a year now and it is dirty. Can I wash it?

Yes, you can. You can put your pipe into a tepid water with the soap or detergent and slowly bring to a boil. Don't insert a cold pipe into a boiling water and also don't pour a cold water over a hot pipe. You can also use a slim brush for cleaning of the inside chamber of the pipe.

Are your bongs rather fragile? Do I have to handle it with extra care?

Our bongs are made out of a special type of glass called Pyrex (Duran, Simax). Thats why all our products are solid and quite unbreakable.

Can I order a custom made pipe?

We offer wide choice of designs and our pipes are hand made, so every piece is unique. At the moment we don't offer custom made products but we recommend you to check our website for new designs regularly.

Cooperation ...

I love this website ! How can I support you?

You can tell your friends about us or place our links on your website or forum. We really appreciate it. Or also if you want to make some money, please read mor about our affiliate program here.

May I exchange links with you?

We would be pleased to exchange links with you. Just read this for more info..

Do you accept a wholesale orders?

Yes, we do. Please use the link for more informations.

I have questions that are not listed here. What do I do ?

Please contact us and we will do our best to assist you.

ALL PRODUCTS ARE NOT INTENDED FOR SMOKING OF MARIJUANA, CANNABIS, HASH ETC.

Dear customers, our product are inteded for smoking tobacco and cigarettes.
We are not responsible of any misuse.
Thank you for understanding.