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Frequently Asked Questions
Question: Who are you?

Answer: The Chief smoking officer is Maxim Engel. I started the site 10 years ago with a very simple idea. Supply quality pipes at the best prices possible. In most cases you will find our prices are better than elsewhere in the US and Canada. We will never handle 50 makers. We handle a limited number of pipe makers and carry them in depth. In you find the same pipe cheaper on-line email us and we will match or better the price.

Question: Where is your store located?

Answer: We don't have a physical store. This way we keep overheads low and can pass our savings on to you the buyer, with the best prices possible.

Our Mailing Address is:
377 Ridelle Avenue, Suite 1721
Toronto, Ontario, Canada, M6B 1K2

Tel: 1-888-782-1410
Non toll free 1-416-782-1410

Most of our stock is not in Toronto but in our warehouse outside the city.

Question: You are in Canada what currency are your prices in. All prices on the site are in USD. We can quote you in $ Canadian and most other currencies

Question: What is your return policy?

* Returns/refunds:
We provide a 15 day, return policy. Provided the pipe is unsmoked. Refunds are for the cost of the pipe and do not include S&H.
* There is no restocking charge on exchanges.
* 15% restocking charge for pipes under $ 100.00
* 10% restocking charge on Non-Defective Returns Over $100 that we may waive at our discretion. We have rarely charged this fee.

* 25% restocking fee for any unreasonable returns, e.g. more than 2 returns within 30 - 60 days, or any other group/series of returns we consider excessive. This shall be applied solely at our discretion. To date we have only ever charged two customers a restocking fee. One was after he returned 4 pipes in row, 1 Upshall, 1 Ashton, 1 Ferndown & then another Ashton.
* 25% restocking charge after 60 days- more than 60 days we are not obligated to accept any returns.
* All returns should be within 15 days of receipt.
* All returns must be approved ahead of time - email us for returns.

*All agree upon returns be should sent by USPS & declared as Canadian Goods Returned.
* If you send a return without approval & return instructions it may be subject to brokerage, customs duties and sale tax. All of which will be deducted from any refund that may be agreed to.
* Estate pipes we cannot guarantee in any way. Any returns are solely up to our discretion.

* Pipe Returns/Refunds: Pipes are guaranteed, by us, for one year, from date of purchase, to be free of defects. If you experience a 'burn-out' during this time, email us to arrange a return. We will give you a refund, or an exchange, at our discretion. We do not guarantee pipes against normal wear and tear, such as tenon breakage, broken mouthpieces, damage from dropping the pipe, etc.

Question: What is your privacy policy?

Please click here.

Question: How long will it take to receive my order?

Answer: The United States and Canada:
Orders are normally shipped the day received. You should receive you pipes within 5 -10 business days. All pipes are shipped either Regular Air Mail, Express or Expedited Post Insured (tracking) depending on value and location. Tobacco is normally shipped regular Air Mail to avoid any customs problems.

International: We ship anywhere in the world, with a few exceptions, by Postal Service and/or Fedex or UPS. We charge a flat rate depending on destination. Time in transit to overseas destinations is from three (3) days to two (2) weeks.It can take longer because of postal services in the destination country and customs processing time. Please contact us at if you have any questions regarding international postage and to ensure easy delivery and transit through customs and local postal services.

Countries with shipping problems - Myanmar, Belarus, Bulgaria, Mexico, Kazakhstan, Iran, Wallis and Futuna Islands, the only shipping normally available is Air Mail, because there is no traceable or trackable shipping by International Post any orders you place are at your own risk. We do not guarantee delivery and if the goods do not arrive we do not offer a refund or replacement. The only guaranteed way to ship is FEDEX.

Question: How much will it cost to ship my package?

Answer:

* All pipes shipped in to US & Canadian shipping are at flat rate of $ 12.50, that includes insurance.
* Overseas orders are billed a flat rate depending on the country.

Question: Where do you ship to?

Answer: To any country in the world that has a postal service and/or FEDEX or UPS.

Question: I found a typo/mistake/etc. How do I report it?

Answer: We try to prevent errors occurring on the web site, but sometimes, they do. If you find one, please send an email to engelw@sympatico.ca , and I will fix it immediately.

Pipe measurements often don't seem to be exact.

Pipe measurement is not simple as pipe shapes vary so much.
Here is the process I employ to standardized the measurements:

Tools: Metal machinist calipers, wooden ruler.
Length of pipe:
The distance from the end of the stem to the farthest point of the bottom of the bowl. Many bent pipes do not have very high 'Length' measurement" depending on the amount of bend.

Height of Bowl :
From the bottom of the bowl to the highest smokable point on the bowl. So a plateau top pipe will actually measure a bit less than its' highest point.

Inside Bowl Diameter, I.B.Dia:
I measure the diameter of the chamber at the top of the bowl. Conical bowls ( e.g. Dublins, flared bowls) are measured at their widest point.

Question: How do I pay for my pipe(s)?

Answer: You can pay using any major credit card on our secure server. You can also pay using , send payment to keltic109@sympatico.ca, we also accept checks and international money orders. If you do not feel comfortable ordering on-line, call in with your credit card number 1-888-782-1410 or fax us (416-938-1446).

Question: Repairs/. I broke the stem/shank etc. Can your repair the pipe or replace the stem?

Answer: We don't do repairs ourselves but send our repairs to Floyd Norwood, Click for info on his service.

Question: I saw a pipe on your site and when I came back to buy it, it was gone. What happened?

Answer: Each pipe is individually photographed and described on the web site. When a pipe is sold it no longer appears on the site. In some cases we can special order the pipe for you, Ferndown, Ashton, Northern Briars.

Question: Do you accept trades?

Answer: We accept trades, partial trades and buy estates, smoked and unsmoked pipe(s) outright. For more information on our estates policy, click here. If you have a pipe(s) that you want to trade, please email us or call toll free 1-888-782-1410, to discuss.

 




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