Return Policy
If your item arrived damaged or you suspect that it may be defective, please do not return the item. Contact us immediately (please include your order number in your message) and we will be happy to personally assist you.
We accept returns on all unused products up to 30 days after the order has been placed. If the product has been used, even just once, we cannot accept the return.
Unfortunately we are not able to accept returns for orders shipped outside of the United States. All international purchases are final.
Credit card refunds can be arranged by special request once your return has been received and inspected. Credit Card refunds can be issued only to the card used at the time of purchase.
If a returned item is deemed used upon inspection, it is immediately destroyed. The used item cannot be replaced, a refund cannot be issued, and we will take action to prevent any future orders from that customer account.
Lifetime Guarantee
We offer a lifetime guarantee on our Stratos water pipes. These things are built to last and should withstand most extreme activities. If you have a problem with one of our pipes, please let us know. But be cool about it, okay? If you run over it with a car, that’s on you. And if you never clean it? That’s disgusting. Your mother raised you better than that. Our guarantee covers materials and workmanship, but is void if we determine the pipe has suffered from customer abuse.
You are responsible for maintenance of your Stratos water pipe. The pipes use seals that require being re-lubricated from time to time. Stratos recommends Strato-Glyde Oh-ring lube for this. It is a non-toxic, non-GMO, plant-based vegan lube that has no discernible taste or adverse effect on the seals. Caution: Using a silicone-based lube will ruin the seals and void the warrantee, as will not using any lube at all. Over time the seals will get stuck if they are not lubed. In a pinch? Lubes such as olive oil or butter will work, but won’t last as long as Strato-Glyde.
Shipping Policy
We understand our customer’s concerns about privacy and discretion. Everything we ship will be through plain cardboard boxes, nothing to mark pipes or smokeware. We do everything we can to ensure our packages are discreet.
STRATOS USA will appear on your credit card statement.
We reserve the right to add a signature requirement to any order at our discretion for security reasons. This is to prevent fraud and underage orders. We are very serious about preventing illicit orders.
We can not guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.
Free Domestic Shipping
We offer free domestic U.S. shipping for all of our water pipes.
Shipping Times and Shipping Speed
Please note that the shipping time does not include the processing time for packaging up and creating orders. Standard orders are shipped within 1 to 3 business days of receipt. Custom builds are shipped within 3 to 4 days. Custom engraving may take 6 to 8 days before we can ship.
Packages are shipped out via USPS, UPS, or Fedex. We offer a variety of shipping speeds through these carriers. Tracking labels are sent out via email once the package is picked up by the shipping carrier. You will not receive a tracking number email until your package has been processed, packaged, and labeled for pick up by the postal service.
Items Broken in Shipping
All packages that are broken in shipping will be replaced with the same piece or an equivalent piece that has been agreed upon between Stratos U.S.A. and the customer. Broken packages must be photographed and documented before a return package will be sent out. Stratos must be informed of the break within two days of the customer receiving the package. Please contact us for instructions on processing your return.