FAQ

SHIPPING

—All orders require 1 to 2 days to process before shipment. All US orders are sent USPS Priority Mail but Tetra cannot guarantee shipping transit times and can't be held responsible for delays caused by the postal service.

—At the moment we offer shipping to the U.S. and Canada only. If you're located in another country, you are welcome to order items *other than pipes and lighters* via a shipping forwarder.

—Please allow for shipping delays on Canadian shipments, particularly those using our standard first class mail option.

—In an effort to be mindful of state laws, we restrict the shipping of our tobacco pipes to certain U.S. states only, though the rest of our items ship to anywhere in the U.S. and Canada. (We encourage you to contact your lawmakers if you feel your state's laws should change.)

—We do not recommend shipping lighters internationally via shipping forwarders due to a high rate of rejection by customs. For any orders placed anyway that are rejected and returned to Tetra, the original shipping fee paid by the customer shall be non-refundable.

—We do not ship pipes outside the U.S. under any circumstances, even through a shipping forwarder. For any orders placed in violation of this policy, the original shipping fee paid by the customer shall be non-refundable in the event that the shipment is cancelled and returned to Tetra.

—If a shipment is returned to Tetra due to customer error — such as inputting the wrong mailing address or not retrieving a held package in time — Tetra reserves the right to charge the customer for re-shipping or, if the customer prefers a refund, retain the original shipping fee (or a $15 surcharge if the original shipping method was free shipping).

CUSTOMS AND VAT

—For all items shipped outside the U.S., be aware that our prices do not account for VATs or other customs duties that may be added by your country upon receipt, so please educate yourself about potential costs and delivery delays before placing your order. Unfortunately Tetra cannot be held responsible for any additional costs or delivery delays your package may incur.

RETURN POLICY

—Purchased items may be returned in perfect condition*, and in their original packaging, up to 10 days after their initial receipt for a full refund, less initial shipping costs. Buyer must pay return shipping fees. Please contact us to initiate the return process: info@shop-tetra.com

—If the original order totaled more than $100 and thus qualified for free shipping, and items are returned that place the original order below the $100 free shipping threshold, Tetra reserves the right to deduct a standard $10 shipping fee from the subsequent refund. For orders above $500, a 10% restocking fee may apply.

-Alternatively, you can request a return here.

*Unfortunately we cannot accept returns on broken ceramic and glass items, as they are by nature fragile and prone to breakage. Please treat these items with care.

DISCOUNTS

—If you place an order before you get a certain discount code or a sale begins, unfortunately we cannot retroactively apply it to that order, but you can use it for your next order.

—Tetra discount codes cannot be applied to the purchase of gift cards.

OTHER QUESTIONS

Please contact us with any questions you may have and we will respond within 2 business days.
—Email: info@shop-tetra.com
—Phone: 347-748-1231

PRIVACY

Tetra is the sole owner of the information collected on this site. When you use our website, we collect personal information such as your name, e-mail, billing and shipping address, telephone number, and payment details. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement. It is solely used to correctly and fully process your order. All transactions are secure and encrypted, and we never store your credit card information. For our full privacy policy click here.