FAQ


General Questions

a
How do I track my order?

Once your order has been processed, you will receive an email confirmation, and be able to track it with the Track Orders link below:
https://lucidskins.aftership.com/

Due to overwhelming demand, the tracking system on our site has experienced a few technical difficulties. It can sometimes take a few days to populate your tracking number, and in some rare instances longer than this.

If you do have a tracking number and are having trouble with our tracking system, you can also see updates on your order here: http://www.17track.net/

Please keep in mind that each pipe is made to order and therefore allow 1— 4 weeks for delivery. 

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How do I care for & clean my pipe?

Each pipe includes a metal filter that can easily be taken in and out of the pipe for easy cleaning. Once you try these crystal pipes, there's no going back! Nothing feels more natural and smooth as a hand made crystal pipe.

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How safe is it to place an order on your site? Do you have access to my bank details?

Your card details are secure, payments are processed through our hosting and store provider (Shopify) which is certified Level 1 PCI DSS compliant.

Lucidskins itself does not have access to your card details and your payment which is processed through Shopify is later remitted to ourselves.

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Where are you rooted?

We are based in Boston, MA but have warehouses internationally.

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What payment methods are accepted?

We proudly accept Visa, Mastercard, American Express, Apple Pay and Amazon Pay.

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Will my data be used by other third parties?

No, we value your trust. Your personal details will never be shared or sold to any third party vendors.

To protect your personal data and credit card information from unauthorized access, lucidskins.com uses Secure Sockets Layer (SSL) technology to provide you the the most secure shopping experience. SSL technology enables encryption of sensitive information, including credit card numbers, during any online transactions.

Order Changes

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What if I change my mind about an order?

If you have changed your mind about your order, please contact support as soon as possible. Our automated fulfillment system begins processing as soon as you order.

However, we cannot guarantee we will be able to accommodate your requests if you don't email us immediately after purchasing. 

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Can I change my order after it has been placed?

Unfortunately, our order fulfillment process begins almost immediately after your order is placed. As a result, we are not unable to accommodate order change requests at this time.

Once you receive your product, and if you are not fully satisfied, you can follow our Returns Policy to return your order.

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Can I exchange my pipe for another product?

Provided that the returned non-promotional item is in unused, perfect condition, exchanges are possible. Please drop us an email at support@lucidskins.com and we will sort something out for you!

Order Issues

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Only part of my order arrived, where is the rest of it?

Thank you so much for your recent Lucidskins order.

Our items often arrive in separate packages, so it is common to receive your remaining item(s) several days apart.

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The wrong item arrived, what do I do?

We're very sorry to hear that you received the incorrect product. Sometimes our fulfillment team does make mistakes, and we sincerely apologize for this.

If this is indeed the case, please send us a quick photo of the incorrect item(s) you received. We will make it up to you by sending you an identical product right away, free of charge. You can keep the additional product you received as well.

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My pipe arrived damaged, what do I do?

We're so sorry to hear the order arrived damaged!

Please send us a photo of the damaged item.  We will send you another identical product, free of charge.

Refunds & Returns

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Can I get a refund if I'm unhappy with my purchase?

RETURNS

You have the right to return any/all Non-promotional products you have purchased directly from our website within 30 days of purchase. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Products purchased directly from our website must be returned to the address on the package for a return and full refund to be made. Please contact us at: support@lucidskins.com to initiate your return. 

Kindly note that you may be subject for the shipping expenses in returning this package to us. Lucidskins does not take responsibility for any items lost during the return shipping. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. 


REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

SALE ITEMS (IF APPLICABLE)

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.


EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@lucidskins.com and send your item to the sender.


GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

a
Can I exchange my pipe for another product?

Provided that the returned non-promotional item is in unused, perfect condition, exchanges are possible. Please drop us an email at support@lucidskins.com and we will sort something out for you!

a
My pipe arrived damaged, what do I do?

We're so sorry to hear the order arrived damaged!

Please send us a photo of the damaged item.  We will send you another identical product, free of charge.

Shipping & Delivery

a
How do I track my order?

Once your order has been processed, you will receive an email confirmation, and be able to track it with the Track Orders link below:
https://lucidskins.aftership.com/

Due to overwhelming demand, the tracking system on our site has experienced a few technical difficulties. It can sometimes take a few days to populate your tracking number, and in some rare instances longer than this.

If you do have a tracking number and are having trouble with our tracking system, you can also see updates on your order here: http://www.17track.net/

Please keep in mind that each pipe is made to order and therefore allow 1— 4 weeks for delivery. 

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Do I have to pay for customs, duties, or import taxes?

We cannot be held responsible for any import charges made by your country's customs. It is advisable to check the pricing guide at your local customs department if you think you may have to pay additional fees. 

We are NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. The customer is responsible for filing any claims with their local post office.

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Where are you shipping from?

Like many great American companies, we currently ship from our warehouse in Asia. 

As a result, we are able to keep our costs low and pass on savings to the customer. This is why sometimes our items take a little longer to arrive at your door. 

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How are my items shipped?

Your items are carefully packaged and shipped by our fulfillment center and will usually reach you via your local postal service at your shipping destination. We have warehouses internationally depending on your location.

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Do you ship your products to my country?

Yes, we ship worldwide! Although shipping times may vary outside of North America, be sure to know that we can ship to your location.

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I imported the wrong shipping address, what do I do?

We work with an automated fulfillment platform. As a result, your order begins processing almost immediately after you submit your order.

As long as you reach out to us immediately regarding changing your address, we may be able to make the change before your item is processed.

Unfortunately, we are unable to change the shipping address in any other cases.

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How long does shipping take?

Due to overwhelming demand for our products, shipping is estimated to take 3-4 weeks from production time to delivery. Each pipe is handmade within 1-3 days after ordering, and then shipped immediately after production.

Shipping time can vary internationally, based on local couriers.

Your order begins processing as soon as it is placed, and a tracking number will usually update within a few days of placing your order.

Uncategorized

Contact us:
support@lucidskins.com
62 waverly st
boston ma 02135