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Payment & Security
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Return Types: Acceptable Return = Hightoyz only accepts returns of unused products within 15 days of delivery.
Any product that arrives damaged, defective, or is inaccurate is also deemed an “Acceptable Return”, and a claim must be filed with the Hightoyz Support Team within 4 days of delivery. Hightoyz will provide the customer with a prepaid return shipping label (RMA).
The customer must provide an order number, and 2-3 clear photos of the damaged item as well as the packaging. Hightoyz will replace the broken item with a functional unit at no additional cost. Hightoyz may request that the customer send back the original defective item at no additional cost (we'll provide a prepaid label).
Preference Return = When returning a preference item (an item with no defects or damage), there are two options:
Option 1: If the customer would like a refund of a “Preference Item”, a 15% restocking fee will be charged.
Option 2: If the customer would like to exchange a “Preference Item”, they will be refunded a store credit, and will never incur a restocking fee.
Both options give the customer the choice of a prepaid shipping label provided to them by Hightoyz, or they can use their own shipping label.
Ineligible Returns = Any product that has been used in any way and/or cleaned is considered “Used” and is non-refundable under any circumstances. *Shipping charges and rush processing fees are non refundable.
The customer may also contact live support via chat, email, or phone at email@example.com and 1-440-644-0420.
What happens if my package is returned to sender? If the customer’s package is returned to sender, please contact support to process a re-shipment via live chat, phone, or email. If the shipment is returned to sender due to an incorrect address, you have the option to have it re-shipped to an alternate/corrected address. Be advised that you will be charged for the cost of the postage.
Can I return a used broken item? If an item breaks after the customer uses it, the Hightoyz Support Team will issue a one-time-use coupon code that will discount a replacement product by 15%.
To receive the 15% coupon, the customer must email their order number and 2-3 clear photos of the damage to firstname.lastname@example.org. The item is not required to be returned and therefore an RMA is not needed.
How long does it take for a refund to be issued? Once we receive your return, a refund will be issued within 72 hours. Please allow 2-4 days for your bank to clear the funds.
Please note: all products sold on hightoyz.com are for tobacco use only. we only sell tobacco pipes and water pipes for tobacco use. All prices are in USD. Our products are intended for tobacco or legal use only. You must be 21 years or older to browse this website and purchase products.
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