Frequently Asked Questions

Payment FAQ:

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What payment methods do you accept?

You can pay by any of the following: • 4 Major Cards: Visa, Discover, Mastercard, American Express • BITCOIN • Wire Transfer
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Do you accept Paypal?

No, we do not accept Paypal.
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What if I choose to cancel my order?

Visit our contact page and reach out via any method that is most convenient for you.
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How do I create an account?

Click “Create an Account” at the bottom left of the footer area.
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What is your Privacy Policy?

We do not share your information with anyone.
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Do you offer discreet billing?

As of now, your billing statement will show a charge from FHP Distribution, LLC. This will change in the future.
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Do I have to pay sales tax?

You only pay sales tax if your item is being shipped to New Jersey.
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When will my refund credit appear on my account?

Refunds post in 1-4 business days.
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When will my credit card be charged?

Your card will be charged when you place your order.
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How will my purchase show on my billing statement?

Your billing statement will show as FHP Distribution

Product FAQ:

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Are the photos the actual pipes for sale?

All the photos are taken by us. Variations are minimal but please understand that all pieces are made by hand and slight variations are normal.
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Do we Price Match from other Distributors?

Absolutely we do. Our goal is to provide the coolest pieces we can find for the best pricing we can find and then pass that on to you. If you find what you want elsewhere, just let us know, we’ll beat that price by 5%.. Just for being our Friend.
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How can I find out correct size information I need for a particular product I want to purchase?

We make every effort to display the sizing of our pieces. Please keep in mind, we have a lot of pieces and may miss from time to time. If you have any questions at all, just hit us up on our contact page and we’ll answer whatever question you have.

Returns/Exchanges FAQ:

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Friendly Return Policy:

We accept returns on UNUSED products only within 15 days of delivery. We do not accept used products for returns for any reason whatsoever. All returns must have a Return Merchandise Authorization (RMA) number. We take quite a bit of time to accurately represent our products via high quality photos, picture magnifying, videos, and descriptions. Returns due to personal preference will incur a 15% restocking fee. We understand you may not have liked the product when you opened it up, but due to the incredible high cost of shipping and processing products back to our shelves, we do require a restocking fee…. Unless… Returns in exchange for Friends in High Places store credit will NEVER incur a restocking fee. Shipping charges and rush processing fees are non-refundable. To return an item, you can use our prepaid shipping label.
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What if an item arrives broken?

We are maniacs when it comes to wrapping our shipments, but do understand there is a possibility you receive an item damaged or defective. We will replace the item at NO COST. You must notify us within 72 hours of delivery with your order number and a couple of photos of the packaging and damaged items. Don't throw anything away until you speak with us. We may need the packaging back. We always will provide you with a shipping label that is fully paid for. If you have any more questions at all, please don’t hesitate to live chat, email, or call us.
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What happens if my package is returned to sender?

If the package is return to sender (returned to us) then we will reach out to you and ship it again. HOWEVER, you will be charged to reship the product back to you.
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How do I file a return?

If you are unsatisfied for any reason, you may file a return within 15 days of delivery (damaged item claims must be made within 72 hours) by clicking the link below. You may also contact us through chat, email, and phone. Click here to contact us…
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Do you offer exchanges?

If you received the wrong item, contact our support team to get it corrected as quickly as possible via live-chat, phone, or email. If you would like an exchange due to preference, we will issue an RMA number to send back the original item. You will be refunded store credit, which you may use to order a different item.
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Can I return a broken item?

If an item arrives broken, please see the "What if my item arrives broken?" section above. If an item breaks after you use it, send your order number and clear photos of the damage to our support team to get a one-time use coupon code that will discount a replacement by 15%. We will not ask for the item back, so you won't need an RMA.
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Can I return a used item?

We do not accept returns on used items at all with no exceptions.
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Do you charge a restocking fee?

Items returned due to customer preference and not a Friends in High Places error (wrong, broken, defective items, etc.) will be charged a 15% restocking fee. In addition, shipping and rush processing charges are non-refundable.
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How long does it take for a refund to be issued?

Refunds will be issued within 72 hours of us receiving your item with a proper RMA number. Allow the bank an additional 2 – 4 days for your back to process it on their side.

Shipping FAQ:

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How much is Shipping?

We offer FREE shipping on ALL US orders. Average delivery time for free shipping is 5-7 days. Faster shipping methods are available for purchase. We currently do not ship International but that is coming soon.
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Do you offer discreet shipping?

Yes. All orders are shipped in unmarked boxes or USPS boxes. The return address name is FHP Distribution.
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Do you require a signature on your packages?

We can ask for a signature to be required but we don’t do that as a standard practice. If we suspect fraud or underage ordering, we will require a signature as we take that very seriously. If you are underage, do not order from us.
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How can I check if my order has shipped?

You can check in your account area.
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When will my order ship?

Orders placed before 9am EST are shipped same day. All orders are shipped within 24 hours unless it specifically says that it can’t.
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What could delay shipping my order?

It’s not so much of a delay, as a precaution. Some of our larger pieces are of course fragile. We take extra time and care shipping those large specialty pieces.
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How do I edit or cancel an item in my order?

Contact us by any method on our contact page. Have your order number ready or some way we can find and identify your order.
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My order never arrived. What do I do?

After you have checked the tracking number we’ve provided, visit our contact page and reach out by any method that is convenient for you.
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An item is missing from my shipment. What do I do?

Visit our contact page and reach out by any method that is convenient for you.
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What is your mailing address?

Our mailing and return address is: FHP Distribution
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How do you ship your packages?

We prefer FedEx to ship our items but also use USPS and UPS. We ship all over the country and one shipper may reach areas that others don’t.
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Where do you ship from?

We ship out of Central New Jersey
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What if my order breaks during shipping?

We take great care in packing our shipments. If something is broken, please take several pictures of the box, packaging, and product and contact us immediately. Depending on the extent of the damage, we may issue a return-shipping label, or simply tell you to toss the broken item in the trash. In either case, a brand new replacement item will be sent out to you.
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Can I have my order shipped to another address other than the one listed on my billing information?

Yes. The billing address is only used to verify the credit card information. However, we may request ID verification if the order is going to a different name than the one on the credit card in order to prevent fraudulent orders with stolen credit cards, as well as underage orders. If you use an American Express card to pay, your order MUST be sent to the billing address. This is only for orders paid via American Express.
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What if I need to update or change my shipping information?

Visit our contact page and contact us immediately. Be advised, one the product is shipped, the destination can’t be changed.

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