Support Center
Shipping
When will my order ship?
Any orders placed on business days are shipped within 24-48 hours. The majority of orders placed before 10 AM EST are shipped the same day. Orders placed on Saturday after 10AM EST or on Sunday at any time will not be processed until Monday. Orders placed during major U.S. holidays (Thanksgiving, Christmas, etc) will not be processed until the following business day.
We do our best to get your order to you as soon as possible! However, we are unable to guarantee delivery dates or times. In rare cases, orders may be delayed due to unforeseen circumstances. In the event of a significant issue, we will email you as soon as we can.
Where do you ship?
We ship to United States, Mexico, Canada, Anguilla, Antigua & Barbuda, Australia, Austria, Bahamas, Belgium, Brazil, British Indian Ocean Territory, British Virgin Islands, Chile, Colombia, Costa Rica, Croatia, Czechia, Denmark, Finland, France, Germany, Greece, India, Ireland, Israel, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Panama, Poland, Singapore, South Korea, Spain, Sweden, Switzerland, Thailand, U.S. Outlying Islands, and United Kingdom.*
If you live in a country that's not on this list, reach out to us anyway. We'll see if we can make it happen!
*Note that some items may not be available for shipping to certain countries due to local or national restrictions.
My order never arrived. Now what?
First things first, check the tracking number! It may still be in transit. If it's marked as “Delivered” and it hasn’t arrived, please contact your local post office with your name, address, and tracking number. You can also follow the instructions on this page.
My order arrived, but it's broken/defective/incorrect. Now what?
We take the utmost care to ensure your order is clean and break-free before we ship it. Nevertheless, once it is in the hands of USPS, we have no further control over the delivery process. If your item arrives broken, defective or incorrect, DO NOT throw away the box or packing materials. Send us several clear photographs of the damaged items and the packaging to orohelpme@gmail.com. We will submit a claim to USPS as soon as we obtain these photos.
Depending on how badly damaged the item is, we might send you a return mailing label or just instruct you to throw the broken item in the garbage. In any scenario, you'll receive a brand-new replacement item.
Can I change my order after it's been placed?
Send an email as soon as you can to orohelpme@gmail.com. Your order cannot be changed once it has been shipped. If your order is shipped before our staff has had a chance to review your message, visit our returns and exchanges policy below.
Returns and Refunds
What is your policy on returns and exchanges?
Returns and exchanges are accepted within 14 days of delivery. To be eligible for a refund or exchange, an item must be unused and unopened. We will only process returns/exchanges for orders placed through our website. If you purchased one of our products through a partnered retailer, reach out to them about their return policy.
How do I process a return?
To begin the return process, send us an email at orohelpme@gmail.com with your name and order number. You are responsible for all shipping and handling expenses on returned items, except in cases where the product arrived broken/defective or in other special cases. As soon as we receive and inspect the items, we'll issue your refund.
Products
Are Oro water pipes "unbreakable"?
No, Oro water pipes technically aren't "unbreakable". However, they are incredibly strong. Much stronger than standard glass. Oro glass is so strong that it can do things that you wouldn't believe a water pipe could do. Like hammer a nail or hit a baseball. This results in a piece that will last you for many, many years to come!
Where are Oro products made?
One of the main pillars of our company's philosophy is honesty. This ideology is no more prevalent than when it comes to transparency in our creation process. We've often noticed that a lot of companies seem to be vague or even dishonest about where they source their glass. From the first moment we started Oro, we wanted to buck this trend.
All of our water pipes are handblown right here in the United States in our glass studio in Los Angeles. This is a fact we take great pride in! Having our pipes blown by American glass artists is something that means a lot to us. It's not the easy route, but it's the one that we are far more passionate about.
Our hand pipes and accessories are designed in the U.S.A. and crafted of high-quality materials by our great partners in China. This is something we also wanted to be clear about, given the lack of industry transparency we mentioned earlier. We do our absolute best to ensure that our products are high-quality and responsibly-sourced.
This model of creation and distribution allows us to bring you the highest quality glass pipes at prices that almost anyone can afford.
What do I do if a product is out of stock?
Sign up for our email subscriber list located at the bottom of this page. As soon as an item is back in stock, you'll be the first to know!
How do I become a retailer?
Head to our wholesale site. From there, you can fill out a retailer application and place your first order.
Can't find the answers you're looking for?
Reach out to us and we'll get back to you as soon as we can.