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Replacement Policy

Broken Or Damaged Items

If your order arrives broken or damaged, please contact phoenix@hfglasspipe.com with a picture of the item next to your package with the shipping label visible. You have 2 days to report the breakage. Once we’ve had a chance to look it over, we’ll either issue a replacement or offer store credit.
If you broke your piece on accident, please contact phoenix@hfglasspipe.com for a special one-time discount. 
LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. Phoenix Star is not liable for any harm inflicted by broken glass products. 

Incorrect Items

If you receive something other than what you ordered, please contact phoenix@hfglasspipe.com with a picture of the item next to your package with the shipping label visible.
 You have 2 days to report an incorrect item. Once the error is confirmed, we’ll issue a replacement as soon as possible.

Deffective Items

A defect is anything that interferes with the intended function of the piece and therefore makes it totally unusable, including:
Cracks
Leaks
Wide restrictions
Poorly-fitting joints
Decals that flake or rub off, have holes, or are severely crooked or malformed
Blocked airflow
Unusual fragility (if you drop glass on the ground and it breaks, that is not unusual)
You have 2 days to report a defect in a piece you’ve ordered from phoenixstarglass.com. Please email phoenix@hfglasspipe.com with your order number and a description of the defect. Depending on the nature of the defect, we may ask you to send us a picture or video. Once the defect is confirmed, we’ll issue you a store credit for the value of the piece. 
Some glass item dimensions may vary slightly from unit to unit. Please keep in mind that some minor aesthetic defects fall within our acceptable quality standards and will not be eligible for replacements or refunds.

Phoenix Star Glass Products From Other Retailers

Replacements and store credits are for pieces purchased from phoenixstarglass.com only. If you bought a Phoenix Star Glass product from other retailer (either a physical store or an online retailer), we are unfortunately not able to provide support.

 
 

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