FAQ – Billowby
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FAQ

  • Shipping Questions
  • Account Questions
  • Returns/Exchanges & Damages
  • Billing/Payment
  • Website/Product Questions

  • SHIPPING QUESTIONS

    How long does it take for my order to process?
    Once your order has been placed, you will receive an email confirming the order was received. An additional email with tracking information will be sent out separately (within 24-72 hours depending on order time of day) as soon as the product has left the warehouse. Once processed at the warehouse, orders typically ship within 2-3 business days. Exceptions include: after holiday weekends, peak/busy influx of orders, stock outs, or delivery address issues.

    Where is my package?
    Orders can take up to 2-3 business days to process. If you order on a weekend (mid-EOD Friday -- Sunday) or a holiday, your order will be processed starting the next business day since our warehouse/shipments are closed over the weekend.

    Has my package shipped?
    Once your order has been shipped, you will receive a shipment confirmation email with your tracking number included inside. If it has been over 4-5 business days and you have yet to receive a shipment confirmation email with your tracking number, please check your spam folder or contact us at support@billowby.com with your order number.

    I want to cancel but my order has already shipped?
    D'oh! If an order has already been shipped out and is currently in transit, the order 
    cannot be canceled. Once you receive the item, you can return it to back to us.

    Do you ship internationally?
    Unfortunately, we longer ship internationally. We only ship within the United States.

    Do you offer overnight shipping?
    Billowby does not offer overnight or expedited shipping. Sorry!

    Well, do you offer faster shipping?
    Nope! Billowby does not offer overnight or expedited shipping. 

    How long does it take to ship my item?
    We ship all items priority 3-5 day delivery. Depending on where you live (AK, Hawaii, PR) it can take 6 days for your items to arrive.

    My tracking number hasn't been updated!
    It can take anywhere from 24-48 hours for a tracking number to go live. It usually depends on when the mail carrier receives and scans it the first time. Weather and other factors can delay updates from time to time!

    Do you require a signature on delivery?
    Orders over $75 require a signature in order to prevent fraud, theft, and to help investigation processes.  

    ACCOUNT QUESTIONS

    My shipping address was entered incorrectly. Can I change it?
    If you notice your shipping address was entered incorrectly, please write support immediately with the updated/correct version. We can change shipping addresses within two hours of placing the order.

    My email address has changed. Can I fix it?
    Of course! Write us at support@billowby.com and we can help you out.

    How can I cancel an order?
    Billowby offers a full refund on orders that have been canceled before they have been fulfilled in our warehouse. To cancel an order, you must reach out to Billowby via email (support@billowby.com). Generally, an order will be locked and unable to be canceled after 2 hours of purchase.

    An order cannot be canceled once it is in transit; you must wait for the package to arrive and make a Return or Exchange.

    PRIVACY POLICY

    To view our Privacy Policy, please go here

    TERMS OF USE

    To view our Terms of Use, please go here

    RETURNS/EXCHANGES & DAMAGES

    My item is damaged. What do I do now?
    Oh no! Please email support@billowby.com immediately and do not use the damaged (or attempt to fix the) item. We need you to email us within two weeks of receiving the item! We will also need the following from you:

    1. Two images of the product (1) zoomed in detail of the damaged area and (1) image displaying the item(s) as a whole.
    2. A brief description of the problem.

    Damages that involve broken glass do not need to be returned back to Billowby. Once we review the damages, we will send out a replacement ASAP.

    What is your return policy?
    Before placing an order through our store, we recommend carefully researching the product you intend to purchase. If you get your item and you have changed your mind, we ask that you write us immediately upon receipt (or within two weeks) and 
    include a photo of the item to show it is not damaged OR used. DO NOT USE IT! Any return/exchange must be unused and in brand new condition. There are no exceptions to this rule. You cannot use it in any way.

    If you would like any additional information about a product before making a purchase, please contact us; we have a team of friendly, experienced, and very knowledgeable Customer Service Representatives standing by who are happy to help you find the perfect piece.

    Note: Products are not eligible for return or exchange after thirty (30) days.

    Help - I received the wrong item!
    If you have received a wrong item DO NOT USE IT. Please email support@billowby.com with your order number and a clear picture of the wrong item. If you use it, the contract between billowby.com and the customer will be considered fulfilled and we cannot refund or exchange the item.

    Help - I didn't receive all my items!
    First off, DON'T PANIC. Chances are your item has shipped from a different warehouse location and it is on the way! At any rate,
     email support@billowby.com with your order number and the item you are missing from your order and we can help you out. 

    Do you offer a warranty?
    Some of our products come with manufacturing warranties such as vaporizers, scales, and high-end glass. Please take the time to register your product if a warranty card is included in the package. Items that come with warranties, are highlighted on the product pages. If you receive a piece that is defective, please send an image to support@billowby.com with a brief description and we will direct you to correct manufacturer for a replacement.

    Do you offer discreet packaging?
    We do! You will receive a discreet brown box with only a shipping label affixed to your package. There is no branding anywhere whatsoever on the outside of the box. Your neighbors will never have to know. 

    What are your support hours? Do you do phone support?
    We are available from Monday - Friday 11-5pm PST and will get back to you within 24 hours during normal business operations. On the weekends, we monitor tickets and, if there is an emergency, we will contact you ASAP. All general questions will be answered the following business day.

    We also don’t offer phone support - email is the best way to reach us.

    BILLING/PAYMENT

    My card was used without my permission. What do I do now?
    Please contact support@billowby.com immediately! We will do our best to cancel the shipment ASAP. After it is canceled, we will refund your card the full amount.

    Help! I’ve been overcharged!!!
    Most likely - you haven’t! If you attempt to checkout but get an error, you will see what appears to be “pending” charges on your bank statement. THESE CHARGES WILL NOT POST and no money will be taken out of your account as they’ll eventually fall off. It usually takes about 3 days for the hold on the funds to be lifted so just be patient. 

    Do you offer discreet billing?   
    Your statement will show up as Billowby on your billing statement.

    Do you accept prepaid gift cards?
    We do! Make sure you register on the gift card provider's website.

    Do you use PayPal?
    We do not. Paypal has restrictions on the sale of smoking products and accessories. Sorry!

    What are forms of payments do you accept? What payments do you NOT accept?
    We accept most major credit cards (Visa, Amex, and Mastercard). We do accept prepaid cards but make sure to register them on the gift card provider's website. 

    We do not accept PayPal, money order, or bitcoin (dogecoin, Schrute bucks, etc.).

    WEBSITE/PRODUCT INQUIRIES

    What does "assorted" or "colors vary" mean, can I pick my decal color?
    Unfortunately, the decal colors or colors of some products vary from product to product. At this stage, we are unable to accommodate specific color requests. If you are really in love with a color, you can email support@billowby.com with your order number and make a request. If we have enough time and/or stock we will do our best to accommodate you but we cannot guarantee the request. Should you decide you dislike the color you may reach out to support@billowby.com to begin a return or exchange as long as the piece is UNUSED and within 30 days of purchase. 

    Do you price match?
    No, sorry, we do not price match!

    When does this item restock?
    This is one of our most asked questions. Sadly, we cannot provide an estimated time when we restock items. You can keep an eye out for restocks by clicking “notify me when available” button the product pages. Simple as that! 

    Hey, you guys should carry this item...
    Have a suggestion for us? Why not send it over to support@billowby.com with the subject product suggestion and we can check it out. We can't promise that we'll carry all of the suggested items but we'd love to hear from you!