Discreet Packaging and Shipping
Here at Escondido Labs, we understand our customer's concerns about privacy and discretion. Everything we ship will be through plain cardboard boxes, nothing to mark glass pipes or devices. Our shipping labels do not say Escondido Labs, and we do everything we can to ensure our packages are discreet.
As such, our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Our packages ship discretely - no mention of "Escondido Labs" on the packaging.
However, "EscondidoLabs.com" will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.
Escondido Labs reserves the right to add a signature requirement to any order at our discretion for security reasons. This is to prevent fraud and underage orders. We are very serious about preventing illicit orders.
We cannot guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.
Free Domestic Shipping
We offer free domestic shipping for all orders over $50, and low-cost international shipping.
International Shipping rates start at 21.95$ for International First Class, and 39.95$ for International Priority Mail.
We ship everywhere in the United States, as well as a handful of international countries! We ship to Australia, Canada, Columbia, Costa Rica, Denmark, Egypt, France, Germany, Ireland, Italy, The Netherlands, Singapore, Thailand, and the United Kingdom.
Shipping Times and Shipping Speed
Please note that the shipping time does not include the processing time for packaging up and creating orders. Once your order is placed, our shipping team works hard to get that order packaged up well and sent out to you. If placed before 10am, the majority of orders are shipped same day. However, unforeseeable delays may occasionally occur, and processing times can take up to two days. In rare cases of holiday or special sales, processing times can be between 2-3 days. Rest assured that the increased processing time simply means our shippers need a wee bit more time to carefully tend to each and every order. Orders are not packaged up on U.S Holidays and other instances in which the postal services are closed. Shipping times do not guarantee package arrival date.
All of our packages are shipped out via USPS, UPS, or Fedex. We offer a variety of shipping speeds through these carriers. Tracking labels are sent out via email once the package is picked up by the shipping carrier. You will not receive a tracking number email until your package has been processed, packaged, and labeled for pick up by the postal service. You can track the status of your order using our order tracking tool here.
Items Broken in Shipping
All packages that are broken in shipping will be replaced with the same piece or an equivalent piece that has been agreed upon between Escondido Labs and the customer. Broken packages must be photographed and documented before a return package will be sent out. Escondido Labs must be informed of the break 24 hours of the delivery date.
Please note: For all packages damaged or broken in shipping, we will remedy this issue as soon as we possibly can. Please remain calm and polite throughout the broken item's replacement process, being angry about the situation will not speed up the process.
Still have questions? Check out our FAQ page for more! All of our most frequently asked questions are answered in there.
Need to report a broken item?
SEE OUR RETURNS POLICY BELOW
Do you accept returns?
IMPORTANT: WE CAN ONLY ACCEPT ITEMS THAT ARE COMPLETELY UNUSED/UNOPENED THIS INCLUDES ITEMS BROKEN IN SHIPPING. IF AN ITEM HAS BEEN USED OR OPENED, WE WILL NOT ACCEPT A RETURN. NO EXCEPTIONS.
If for some reason you have received your product, and no longer want to keep it, please make sure to send an email to info@escondidolabs.com before sending out your return so that our team can be prepared to process your return.
Make sure to include with your return:
Your order number (this is crucial)
The item (UNUSED/UNOPENED)
If we do not receive an order number or invoice with the package, we are unable to determine who the product is from, and will be unable to issue you store credit.
For orders that the customer chooses to return, we are only able to offer store credit for the returned product. Customers must pay for return shipping label and handling fees.
Need to return an item?
SEE OUR RETURNS POLICY BELOW
Return Policy
If your item arrived damaged or you suspect that it may be defective, please do not return the item. Contact customer service immediately and we will be happy to personally assist you.
We accept returns on all unused products, as well as electronics within their original, unopened packaging, up to 30 days after the order has been placed. If the product has been opened or used, even just once, we cannot accept the return.*
Unfortunately we are not able to accept returns for orders shipped outside of the United States. All international purchases are final.
How to submit a return request:
Before you begin, sign in to your Escondido Labs account. If you do not have a free account set up with us, you’ll need to create one before proceeding.
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Navigate to our Contact Us page and verify your email address.
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Fill in the order number that you’d like to return. Please note, only orders placed within the last 30 days will be eligible to be returned.
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Select the item(s) you would like to return. If you purchased more than one of the exact same item, please ensure that you have adjusted the return quantity to reflect how many of that item that you will actually be returning.
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Review the details of your return for accuracy and submit your return request. Once we inspect the return and it complies with our polices. You’ll receive your shipping return label and a gift card for the amount of your return will be, minus the cost of return shipping.
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Download and print your shipping label, pack up your items in the packaging materials and box they came in, secure the shipping label to the box, and drop it off at your nearest post office.
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Start shopping for a replacement instantly using the gift card code provided! Gift cards work the same as cash in our store. They can be combined with discount codes, they can be used toward the purchase of any item at Escondido Labs, and they never expire! Start shopping when you receive your gift card code, and we’ll ship your order as soon as we see that your return has made its way back to us.
Credit card refunds can be arranged by special request once your return has been received and inspected. Credit Card refunds can be issued only to the card used at the time of purchase.
*If a returned item is deemed used or opened upon inspection, it is immediately destroyed. The used item cannot be replaced, a refund cannot be issued, and we will take action to prevent any future orders from that customer account.
Pre Order Policy
All pre orders are non-refundable no exceptions.
Cancellation Fee Policy
All order cancellations are subject to a 20% cancellation fee no exceptions.