Policies and Guarantees Click this link to visit our consignment and trade policies page. Click this link to go directly to our Satisfaction Guarantee Section. Click this link to go directly to our Return Policy Section. Click this link to go directly to our "How to Return Something" Section. Click this link to go directly to our Discount Policy Section. Click this link to go directly to our Reservations Policy Section. Click this link to go directly to our Special Order Policy Section. The Piperack is committed to one guiding principle: Integrity. Integrity means that we follow a strict code of business ethics in our dealings with our customers and suppliers. We are bound by this code to be fair, honest, and equitable. It assures those we deal with that there is no difference between what we say and what we do.
What does this mean for you, our customer? It means that all policies will be written down for our customers to see. It means that we will treat all customers fairly and equally, no matter if they buy one $30 item or spend thousands per month. It means that we will not play favourites, nor will we extend any favouritism in exchange for praise in public forums. It means that we will treat customers with respect, even when they do not return the favour. It means that in everything we do, we will try to hold ourselves to a higher standard than expected, and failing that, will rectify the problem to the best of our abilities.
It also means that we will stand by our products and service. Because of our commitment to your satisfaction, we offer a 100% Satisfaction Guarantee on every item we sell. This allows you one week to examine your purchase and return it, unsmoked, for a full refund.
OUR 100% SATISFACTION GUARANTEE:
If any item we sell fails to meet your satisfaction, you may return it within one week - provided it has not been smoked - for a full 100% refund of the purchase price (minus shipping fees). Just contact customer service within one week of receipt and we will provide you with full instructions. If the reason for the return was due to negligence on our part, we will also refund all return shipping fees. (For full details of our return policies, please see below.)
At The Piperack, it is our goal to make sure you are completely satisfied. Every unsmoked pipe, estate pipe, leather accessory, lighter and vintage tin we sell comes with our 100% Satisfaction Guarantee, provided that the item has not been smoked or used (or in the case of tins, opened). What this means is that if, for any reason, you are not satisfied with your purchase, return the unsmoked pipe, unused item or unopened tin within one week of receiving it for a full refund of the purchase price, minus all shipping charges. While no reason is needed, if you can let us know why you're not satisfied it will help us serve your needs better in the future.
PLEASE NOTE that while your satisfaction is our first and foremost goal, we cannot accept returned estate or new pipes if they have been smoked, and we cannot accept returned vintage tins that have been opened. In addition, we cannot accept returns beyond the one-week receipt of package, unless we were specifically contacted about this prior to shipping and special arrangements were made. We regret any inconvenience this may cause you, and if you have any questions about this policy, please contact customer service and we will do what we can to resolve your issue to your satisfaction.
So, what if you want to return an item? First, you must contact customer service. Please let us know which item you want to return, and why. We will provide full return instructions via eMail. Please mail the item, insured for its full value, along with ALL materials included with the item (such as boxes, sleeves and literature). Once the item arrives and is examined, we will issue a refund. It's that simple.
PLEASE NOTE THE FOLLOWING: We cannot accept your item if you have smoked it, damaged it or modified it! Before returning ANY item, you MUST contact customer service or it may not be possible to accept a returned item and that item may be returned back to the sender. Also please note that failure to return all items sent with the pipe (such as leather sleeves) may result in delays in issuing a refund until all items are returned. Thank you for your understanding!
Generally speaking, The Piperack does not offer discounts on the items listed in this website. In some cases, this is because items offered on this website are consignment items and the prices have been set by the consignor. In other cases, it is because the prices as listed are fair market value and are priced according to the proper going rate based upon condition and scarcity. Items listed in the LATEST PIPE ARRIVALS section of the website are never offered at a discount for any reason.
In addition, The Piperack works hard to bring our clients the absolute highest-quality unsmoked pieces. Most websites will offer anything that the manufacturer sends them; at The Piperack, we strive to find the best pieces from our flagship brands, and our suppliers work with us to bring those pieces to you. Fully 80% of all the pieces that come through our hands are rejected for a variety of reasons - we will not offer our customers inferior products. When you purchase a pipe from The Piperack, you are buying the best of that brand available today - and if you don't agree, we offer a one week, no-questions-asked return policy.
THAT BEING SAID, there are two instances where we may be able to offer discounts. First, we will occasionally offer special sales to members of our eMail mailing list. If you are not a member of our list, please visit our MAILING LIST INFO page for information on how to sign up. IN ADDITION, we can occasionally offer discounts of 10% on multiple-item orders if we are able to. If you are interested in purchasing a number of items at once, the best thing to do would be to contact customer service with the item numbers and see if it is possible to get a discount off the published pricing. PLEASE NOTE that there are many cases when we cannot offer discounts, even on multiple purchases, due to a variety of circumstances.
We understand that there are many websites that are more than happy with a 10% markup on their products, but we are not among them. We can not and will not price-match. Every pipe is individual, every pipe is unique, and we work hard to have the best of the best available for you. From our Satisfaction Guarantee to our flexible payment plans, we strive to go the extra mile to get you the pipes you need!
Occasionally a customer will want to reserve a number of pipes while he or she decides which pipe they will purchase. We are happy to do this for our customers with the following caveat: Any pipes placed on reserve pending final decision will be removed from reserve after ONE WEEK if there has been no further contact or decision made from that customer. In order to be fair for all our customers and consignors, we cannot tie up individual items for longer than this. If you have any questions, please contact customer service and we will do what we can to assist you.
Want something different, something unique? Need a lighter we can order that normally isn't in stock? No problem. We are happy to place special orders for our customers. However, because some suppliers do not allow us to return special order items, we may require a 25% non-refundable deposit on the total purchase price of the item. If you have any questions, please contact customer service and we will do what we can to assist you.
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