Refund policy

Customer Support

We want to resolve order issues as quickly as possible. For the fastest response, call or text 513-444-7448. You can also email planetcaravanwebsite@gmail.com or message us on Instagram at @planetcaravansmokeshop.

When contacting us, please include your order number and photos or video when helpful.

Returns and Refunds

Refunds are not offered but depending on the circumstances, we may offer store credit, an exchange, a discount code, or another appropriate resolution.

Due to the nature of our products, we do not accept returns of used glass or used pieces. Any items must be unused, in its original condition, and accompanied by the order information to qualify for an exchange. You must contact us within 7 days of receiving your order to be eligible for a possible exchange. Requests made after this window, and/or for items that have been used, will not be accepted.

Broken or Defective Products

If your order arrives broken, damaged, defective, or otherwise has a product issue, contact us as soon as possible at 513-444-7448. Please DO NOT use any product that appears unsafe and send your order number along with photos or video when applicable. Due to the nature of our products, we do not accept returns of used glass or used pieces. We’ll review the issue and determine the best next step.

Shipping Issues

If you entered the wrong address, or your package is delayed, lost, or damaged during shipping, contact us as soon as possible. We’ll review the order and help determine what options are available.

Once an order has shipped, address changes may not be possible. Carrier transit and delivery times are controlled by the shipping carrier, so delays can occur outside of Planet Caravan’s control.