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A premium collection designed exclusively to service the needs of the connoisseur caliber lifestyle
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FAQS

Frequently asked questions regarding the Potberry Company's products and policies

What is Potberry?

Potberry Co. is premium company designed exclusively to service the needs of the connoisseur caliber lifestyle. Our eclectic collection of smoke accessories is designed to elevate your smoke shop experience.

 

We are dedicated to quality and only offer premium smoke accessories. We care about your satisfaction with your shopping experience and are committed to providing a welcoming atmosphere for every customer.

Incognito Mode – Is the package discreet? What will it look like upon arrival?

Our Incognito Mode Guarantee means that all of our boxes are completely – 100% – discreet. We ship everything purchased from our online smoke shop in boxes with absolutely NO signage anywhere.

Where do you ship?

We ship to the entire United States (all 50 states) and Canada.

How do I get free shipping?

Domestic (US) orders $150+ qualify for free shipping.

 

Canadian orders $500+ qualify for free shipping.

Why is there a shipping delay?

Due to our limited (but amazing) support staff, there may be a slight delay in handling. Please know that everyday we try our very best to get as many packages out as possible.

 

We ask that you please afford us with a measure of patience and know that you are supporting a company that promotes some amazing things (that should really be standard…) – such as our equal pay promise and our dedication to customer satisfaction.

 

And thank you for understanding!

Can I send Potberry products as a gift?

Yes, you can order any of our products as a gift and have it delivered directly to the door of the gift recipient.

 

Simply add the swag you would like to gift to your cart and make sure to check the “Gift” option during the checkout process. Once the Gift option is checked, feel free to fill out the information box provided with a message to the recipient. We will deliver your message to your recipient (on a card) and send it along with the accessories you purchase for them.

 

Please make sure to type in the gift recipient’s address when filling out the shipping address (if you mess up, immediately give us a call, at (951) 523-8003, and we’ll try our best to fix it on our end). Also, the email you provide us will receive the tracking info – so please use your own email if it is supposed to be a surprise.

Do you accept returns?

Yes, returns are accepted.

 

If you would like to return online smoke shop merchandise for a refund, you may ship your purchased item(s) back to Potberry and we will refund you the purchase cost, excluding shipping costs. Shipping, both original and return, and handling costs are non-refundable. All returns must be pre-paid and insured. Please note that Potberry will NOT accept any packages that are sent COD. Any returned piece MUST be unused and completely brand new. Sale items are final sale.

 

Any item that has been used or otherwise altered is not eligible for a return, regardless of circumstance. Only items purchased at https://potberryco.com can be returned to https://potberryco.com.

 

Any damage to the product being returned during the shipment from your home/location to our warehouse will be the BUYER’S responsibility. Potberry MUST be contacted by phone, at (951) 523-8003, about a refund or the refund will be rejected and the buyer will be responsible for all costs associated to the purchase.

 

Refunds will ONLY be considered within one week (7 calendar days from shipping date – NOT 7 business days) of when the package arrived to you (according to the delivery date from the tracking information).

 

Once we receive your returned merchandise, you will receive an e-mail notification. Your return request will be processed within five business days following receipt of the package. If your return request is approved, unless an exchange is requested, all refunds will be made in the method of original payment. The value of the merchandise plus any applicable tax will be refunded.

 

We reserve the right to refuse any return. Handling costs are non-refundable. We reserve the right to refuse any return and to require that certain items be returned directly to the manufacturer.

 

Please refer to our Returns Policy page for more information.

What if something arrives damaged?

If anything arrives damaged, you have 5 days from its arrival to report the damage, by calling us at (951) 523-8003. After reporting it to us, take a photo of the damaged item and all of the packaging, and send it to us at support@potberryco.com. We will then send you a return label so you can send us the damaged piece and all packaging associated (for insurance claims). DO NOT throw away any packaging, as it will be our evidence for insurance. No replacement will be made unless we get the original piece(s) back and verify the damage.

 

We’ll then send out a replacement part and will pay for all shipping fees associated with the shipment of a replacement piece.

Who can purchase from Potberry?

Anyone who is 18+/21+ can purchase our products, depending on your area.  All of our products are intended for tobacco use ONLY.

How do I access the Potberry Terms of Service (TOS)?

You can access our Terms Of Service (TOS) by clicking this hyperlink or by clicking the “TOS” at the bottom of any page.

How do I access the Potberry Returns Policy?

You can access our Returns Policy by clicking this hyperlink or by clicking the “RETURNS” at the bottom of any page.

How do I access the Potberry Privacy Policy?

You can access our Privacy Policy by clicking this hyperlink or by clicking the “PRIVACY” at the bottom of any page.

How do I contact Potberry Box?

If you have questions, please first browse our FAQs, our Terms of Service (TOS), our Returns Policy or our Privacy Policy.

 

If you have any other questions regarding an order or subscription, you can email us at support@potberryco.com or call us at (951) 523-8003, Monday-Friday 9AM-5PM PST.

 

Please do not try to contact us using our social media pages – order or subscription issues concern private account information and we cannot (legally) assist you in that format.