Frequently Asked Questions

After checkout, Shopify displays an order confirmation and sends a confirmation email to the address used for the order. Check your spam or promotions folder if it does not arrive. If you still cannot find it, contact us with your name and email address.

Current payment options are shown securely at checkout. Sezzle may be available for eligible purchases. We do not accept PayPal.

Your billing address must match the address on file with your card issuer. Recheck the street address, ZIP code, card number, expiration date, and security code. If the information is correct, contact your card issuer before trying again.

Some orders require additional payment or identity verification before processing. Follow the instructions in the verification email promptly; an order can be delayed or canceled if verification is not completed.

Email info@aqualabtechnologies.com as soon as possible. We will try to help, but changes and cancellations are not guaranteed after processing begins. Once an order ships, the applicable terms in our Return Policy apply.

The charge may appear as Aqua Lab Technologies or an abbreviated version of our business name.

Most in-stock orders ship the same business day. Orders are processed Monday through Friday, excluding holidays. Sales and holidays can add one or two business days.

Qualifying U.S. orders of $125 or more receive free standard shipping after discounts and before tax and shipping charges. Some exclusions may apply.

We use USPS and UPS. Available services and rates depend on the destination and order contents and are shown at checkout.

Yes. Orders are shipped in plain brown or standard carrier packaging. Aqua Lab Technologies may appear as ALT in the return-address area.

Use the carrier link in your shipping-confirmation email or visit Track Your Order. You do not need a store account to use the carrier tracking link.

Tracking can take up to 24 hours to show movement after a label is created. Carrier scans can also pause while a package is moving between facilities. If the delay continues beyond the carrier's expected delivery window, contact us.

A signature may be required based on order value, destination, carrier requirements, or verification results.

Yes. We ship internationally where USPS or UPS service is available. Available services are shown at checkout.

The customer is responsible for knowing the destination country's laws and import restrictions and for paying customs duties, import taxes, VAT or GST, brokerage charges, and other destination fees.

A refused, unclaimed, undeliverable, or customs-rejected package must return to us before a refund can be considered. After receipt and inspection, nonrefundable outbound shipping, return shipping, carrier charges, duties, taxes, or related costs may be deducted. See Shipping & Packaging for full details.

Tracking can pause while a package is in transit between countries or undergoing customs processing. The destination carrier may provide additional scans after customs clearance.

Contact us within seven calendar days of delivery. Eligible preference returns must be unused, unassembled, in original condition and packaging, and free of smoke, residue, and odor. Review all conditions in our Return Policy.

No. For health, safety, and legal reasons, used smoking or vaporization products cannot be returned.

For eligible preference returns, the customer pays return shipping and a 18% restocking fee. Original shipping is nonrefundable, and the outbound shipping cost may be deducted from orders that originally qualified for free shipping.

We do not offer direct preference exchanges. If your return is approved, complete the return and place a new order for the desired item.

After an approved return is received and inspected, we generally process the refund within one or two business days. Your bank or card issuer may need approximately two to five additional business days to post it.

Email info@aqualabtechnologies.com within 48 hours of delivery. Include your order number and two or three clear photos of the shipping box, packing materials, shipping label, and affected item. Keep all packaging while we review the claim.

Check the delivery location, household members, neighbors, building staff, and any safe-drop areas. Then contact the carrier. If the package is still missing, contact us promptly with your order number and tracking details.

Eligible orders may offer optional InsureShield shipping protection. Coverage and claims depend on the protection selected for the order. See Shipping & Packaging for instructions.

Check the measurements and compatibility details on the product page before ordering. For a downstem, measure from the top of the frosted ground joint to the bottom of the downstem and confirm both joint sizes. Our Product Instructions page contains additional guides.

Visit Product Instructions for current guides. Always follow the manufacturer's instructions and allow glass to cool before cleaning or handling.

Use the “Notify Me” option on the product page when available. We will email you if the product is restocked. A notification request does not reserve inventory.

No. Products are sold on a first-come, first-served basis, and unavailable inventory cannot be reserved.

Enter the code in the discount field during checkout before submitting payment. Eligibility, exclusions, dates, and combination rules vary by offer. See Sales & Promotions for current details.

Only one promotional code may be used per order unless the offer expressly states otherwise. Automatic discounts, free-shipping offers, and promotional codes may not combine.

Enter the gift-card code during checkout. Gift cards are subject to the terms on our Gift Card Policy page.

Subscribe to our newsletter for new arrivals, restocks, product education, and future promotions.

No. You may check out as a guest and use the carrier link in your shipping-confirmation email to track the shipment. An account can make it easier to view eligible order information and store credit.

Yes. Aqua Lab Technologies serves adults age 21 and older. Age verification may be required before you can browse or purchase.

Email info@aqualabtechnologies.com or use our Contact Us page. Support hours are Monday through Friday, 10:00 a.m. to 4:00 p.m. Pacific Time, excluding major U.S. holidays.

Most messages receive a response within 24–48 business hours. We do not provide customer support by phone or social media.