FAQ

GENERAL QUESTIONS

All of our pieces are made right here in Chatsworth, Los Angeles, CA. Purr is family owned & a small, tight-knit team with a passion for glassblowing. We're one of the original, longest-standing & established American glassblowing brands around, crafting high quality, hand blown glass pipes, bongs, rigs, bubblers, pendants & more.

When shopping for a piece from us, there are a few things you will want to consider in order to find the best option for you. You should ask yourself whether you want to use a piece for bowls or as a rig. Are you a daily smoker or a once-in-a-while toker? Is portability something you require or do you need a smoke station for home? These, among other questions, are important factors in deciding the right piece for you. You can also check out our review videos for a lot of our glass to get in-depth information to make an even better decision.

We offer a 1-Year warranty available for purchase alongside a vast majority of our products. This warranty covers any kind of damage or breakage that occurs within a year from delivery for a full replacement or repair. You can learn more about our policy, what it covers, & how to claim it on our Warranty page.

We have a wide variety of glassware that accomplishes very different tasks depending on what kind of smoke you are looking for. If you're looking for a piece with a bowl, our Double Chamber Bubbler is an excellent powerhouse with two separate water chambers that individually clean & diffuse your smoke. It was even voted by the community as the best bowl piece with the most health benefits for people with respiratory issues. If you love rigs, our Bud Vase & Decanters are both equally excellent diffusers for ultra smooth hits thanks to their Matrix percs.

Yes! Get a 10% off coupon code for your first order with us. Simply enter your email in the pop-up offer that appears on our homepage to get your coupon code emailed to you. 

If you need to cancel your order, contact us immediately. If your order has already shipped, you are responsible for any return shipment fees.

If you're interested in checking out how we make our glass, you can visit our YouTube channel where we have lots of videos of us making both custom & production glassware. We also post videos daily on our Instagram & Snapchat stories of us making your favorite products, as well as customs & repairs. If you've got a custom or repair with us, be sure to stayed tuned in to watch your glass getting made!

You can head over to the product page of the piece you bought from us and check out the videos section. There will be a video that goes over every aspect of the specific piece and how to use it.

In the unfortunate event your order arrives incorrect or damaged please contact us within 48 hours of delivery with your order number, photos & explanation of the situation. All items must be unused & received in 100% new condition to qualify for assistance.

We appreciate your feedback! If you bought one of our pieces, we would love to hear your experience. You can submit a review on our website on the product page, and/or our Google page. If you are looking for a sample to review, we do not send samples.

Our production studio is located in Chatsworth, CA. If you would like to make an appointment to visit our studio, you can email us.

We love meeting our community members & can accommodate visits to pick up orders. We're always busy making the products you love, so we request that you email us to set up an appointment to visit.

Absolutely! While visits to our facility are by appointment only, we are more than happy to accommodate & get our glass in your hands. If you're interested in picking up at our studio, you can email us to set up an appointment to visit.

If you can't make it between our typical business hours of 10 - 4, you can set up an appointment with us to visit on off hours by emailing us.

We are more than happy to accommodate wholesale orders. You can email us to get started!

We do not give away samples of our products. If you're interested in collaborating with us, email us so we can hear more about you.

If you're interested in collaborating, email us. We would love to hear more about you!

We would love to hear what you have to say, you can submit questions and suggestions by emailing us.

SHIPPING

Shipping is FREE in the US! We also ship worldwide & offer free international shipping on orders of $100+*.

*Applicable to regular priced merchandise & not valid on repairs, custom orders, etc.

Regularly stocked items will leave our warehouse within 24-72 hours the day after your order has been processed during business days.

We ship from Chatsworth, Los Angeles, CA & US ship times are typically between 1-5 business days depending on your shipping destination. If you are an international customer, we cannot guarantee ship times outside of the US due to the unique nature of each country's postal services.

If you live locally (we're located in Chatsworth, LA, CA), you can call or email us to set up an appointment so that we can help you get your new glass in your hands ASAP. No shipping wait times!

Email us as soon as possible. If the product has shipped already, you will be responsible for shipping fees once the product has returned to us.

You will need to contact your local postal office to hold shipments. The order comments section on our website is only for our facility and our carriers do not see them, so we cannot make shipping arrangements.

For your convenience, all orders ship in either discreet corrugated brown boxes, mailing envelopes or designated USPS boxes. Shipping labels will only be addressed from PURR.

We'd be happy to help you sort out a shipping method thats right for you. While we offer free shipping for the US through USPS, we know that you may need it quickly or delivered with a specific carrier. You can email us at support@purrsmoking.com for any customized shipping requests & we'll do our best to accommodate.

Be sure to check you spam folder in the event our emails are being sent there instead of your inbox. You can also log into your account to access your order details, status & tracking number.

Sometimes the package has not left the facility yet & is often flagged as "shipping label created". The proper tracking information is typically updated within 24 hours of shipment.

You should receive an email confirmation once your order has been successfully placed, shipped & delivered. You can also check the status of your order by logging into your account on our website.

Check with your local post office in the event that your order says it was delivered but none was received. Once the carrier delivers your package, we unfortunately have no other ability to track your package since it was “delivered”, so we recommend that you contact USPS (1-800-222-1811) for more assistance.

In the unfortunate event your order arrives incorrect or damaged please contact us within 48 hours of delivery with your order number, photos & explanation of the situation. All items must be unused & received in 100% new condition to qualify for assistance.

Your order may be pending for a variety of reasons. The most common reason is typically because we need to verify the order with you prior to shipping. This can be because of the use of a VPN during checkout, or because your order does not have matching shipping & billing addresses. We want to ensure all orders are legitimate in order to protect all parties.

Your order will typically be in the "Awaiting Fulfillment" phase after your order has been placed. This simply means that your order is in our system but has not been shipped out yet. Please allow 24-72 hours after placing your order for us to confirm & ship your order. You will receive an email with full tracking information once your order has been shipped.

All of our orders are delivered through USPS. If you have any questions regarding postal care and how you want your package delivered, you will need to speak with your local post office.

International Orders

All of the prices on our website are listed in USD.

We ship worldwide & offer free international shipping on orders of $100+*.

*Applicable to regular priced merchandise & not valid on repairs, custom orders, etc.

Due to the unique nature of each country's postal services, we cannot guarantee delivery times outside of the US.

Buyers are responsible for any customs and import taxes that may apply. We aren't responsible for delays due to customs.

We have no control over customs procedures. In our experience, sometimes orders make it through without issue & some don’t. If your country has strict laws regarding smokeware, like New Zealand, you assume all risk if your package is withheld.

Use your USPS tracking number to track your package within the US & then via your local postal service once the package has entered your country.

RETURNS

We offer a 30 day money back guarantee on a vast majority of our products. If you are unsatisfied with your purchase within 30 days of delivery, you can get an authorized return for a 100% refund. You can learn more about our policy, what it covers, & how to get started on our 30 Day Money Back Guarantee page.

Contact us within 48 hours of delivery with your order number, photos & explanation of the situation to qualify for a return. Items must be unused & received in original 100% new condition.

Please allow 5-10 business days upon arrival to receive your refund. All shipping fees are non-refundable & buyers are responsible for return shipping costs & any customs & import taxes that may apply.

Use this text to answer questions in as much detail as possible for your customers.

In the unfortunate event your order arrives incorrect or damaged please contact us within 48 hours of delivery with your order number, photos & brief explanation of the situation. All items must be unused & received in 100% new condition to qualify for assistance.

OUR SERVICES

Depending on the type of damage, your piece may be repairable. We fix both Purr AND non-Purr pieces too! You can visit our Repair page where we explain what is and isn't repairable, & how you can request a repair from us.

We do not offer repairs or custom services with quartz products. Quartz is a different material that has very different requirements to work with as opposed to glass. If your quartz banger was received broken in transit, you can refer to our return & exchange policy.

We do! If you are interested in ordering a custom piece from us, head over to our Customs page where we explain all the steps necessary to get an accurate quote & get your piece started.

We do offer customized labeling at no minimum quantity! Please be aware that one-off custom logos can add substantial cost. If you're interested in having a custom label applied to your piece, be sure to have your artwork prepared in vector format & you have an idea for placement. You can check out our Customs page on how to submit a custom request to get started!

We’d love to help you out! We can accommodate brand new designs as well as private label jobs on existing production pieces, and everything in between. Head over to our Customs Manufacturing page to learn more & how to get started.

You can visit our Wholesale page to learn how to create a wholesale account & begin shopping with us at your new discount.

As long as your account is properly set up & qualifies for wholesale discount, you can place your order online! If you haven't created a wholesale account yet, you can visit our Wholesale page to learn how to create one & begin shopping with us at your new discount.

Yes, we do offer private glassblowing classes & we’d love to teach you! Available workshop times include evenings & weekends. The class can be custom tailored - no experience necessary & all materials included. Contact us if you are interested in setting up a session.

GLASS

You can visit our playlist where we have videos on how to clean bongs, bubblers & more.

Depending on the type of piece you have, clearing a clog is different. For carbed pieces, you can typically close off the carb and blow through the mouthpiece to dislodge any obstruction in the downstem. You can visit the product review video for the piece you own to learn how to clear clogs specifically for your glass.

If you're interested in one of our pieces but we don't sell it in a color you want, we offer customization on all our products as a custom. You can visit out our Customs page where you can learn how to submit a custom request.

If you're interested in one of our pieces but we don't sell it in a size you want, we offer customization on all our products as a custom. You can visit out our Customs page where you can learn how to submit a custom request.

We're sorry to hear that! If you have purchased our 1-Year Warranty, you can visit our Warranty page to learn how to claim your replacement or repair. If you have not purchased our warranty, we do not offer replacements for pieces you have broken during use. If you are interested in getting a repair, you can check out our Repair page where we explain whether or not your piece can be repaired & how to request one from us.

If you're unsure about what accessory will fit your piece, you should reference the size of the ground joint of your piece. If you are unsure about the size of your ground joint, you can measure the inner diameter. If its just under 1.5cm, then your ground joint is 14mm. If its just under 2cm, then your ground joint is 18mm. Note that some bongs will have an 18mm ground joint with a removable downstem. You will need the inner diameter for the ground joint of the downstem, which will typically be 14mm. This means the bowl/nail/dome required for that downstem will be 14mm.

EMPLOYMENT

Yes! We’re always looking for like-minded, exceptional people to work with. If you’ve got some amazing skills & talent you’re passionate about adding to our team, email us. Tell us the position you have the most interest in & include your resume, portfolio & any other relevant supporting details.

Absolutely! We love teaching this unique, American craft of borosilicate glassblowing. The perfect candidate is “called to the flame” & wants to fully immerse themselves in glassblowing. No experience is needed but is definitely welcome. Email us & tell us why you want to learn glassblowing & include your resume & qualifications. All apprenticeships are unpaid but can lead to employment.