Frequently Asked Questions :

You received a damaged or broken item ?

You received a damaged or broken item ?

First, shoot us over a photo of the breakage, the box it came in and the address label. Please do not use the item and don’t attempt to fix it. We cannot accept returns for used or repaired items. There are zero exceptions to this rule – it’s against federal law! If the item passes our first visual check we will send you detailed instructions on how to return the item. You’ve got three options for how you’d like to proceed from there.

1.) We can easily swap or exchange out your return for a new item, new item color, ect.

2.) We can issue you store credit for your return.

3.) We can issue a refund to your credit card.

Returning your order ?

At Lamabini we understand how frustrating it can be to receive an item that is damaged, incomplete or doesn’t live up to your expectations. If you are not 100% satisfied with your purchase please refer to our Easy Returns Policy within 4 business days of receiving your order.

It is only possible to return unused items. We don’t accept returns for used items. There are no exceptions to this rule, as this breaches federal law!

We will request a photo of the item to check that the item hasn’t been used. After we receive your return we do a secondary test to absolutely rule out that the item has ever been used.

After the item passes the first visual check our customer service will send you detailed instructions on how to return the item. We will provide you with three options on how you would like to proceed from there:

  1. Swap or exchange your return for different item, different color, etc.
  2. Issue store credit for your return.
  3. Issue a refund to your credit card.
You received the wrong item ?

First, shoot us over a photo of the item you want to return. We need to do a quick visual check to ensure the piece hasn’t been used (we do a secondary test, when the item returns to our facility to ensure cleanliness as well.) We cannot accept returns for used items. There are zero exceptions to this rule – it’s against federal law! 

If the item passes our first visual check we will send you detailed instructions on how to return the item.

You’ve got three options for how you’d like to proceed from there.

1.) We can easily swap or exchange out your return for a new item, new item color, ect.

2.) We can issue you store credit for your return. 

3.) We can issue a refund to your credit card.

Ordering and returns information

Processing Your OrderProcessing Your OrderIt is important to consider all terms of sale carefully before ordering. We try to process your order within 48 hours. Certain items are made to specs/handmade and take a little longer to ship for that particular reason. If you have any questions about your order please contact us at admin@lamabini.com or open a support request.
Payment MethodsWe accept VISA, Euro/MasterCard and American Express. For European countries we offer different ways of bank transfers as well as credit card payment .
SecurityWe secure the transmission of information using Secure Socket Layer (SSL), the Internet’s standard – and best – technology for secure shopping. You can ensure that your transaction is secure by the presence of a closed padlock or key in your browser window. We do not distribute or sell any of your personal information to third parties. We are committed to protecting your privacy. We do not sell, trade, or rent your personal information to others. Our servers are located in the Netherlands and therefore we are committed to the institutional rights concerning privacy policy in the Netherlands. All of the customer data we collect (your account information for example) is protected against unauthorized access by means of 256 bit encryption.
Returning of orderIf you wish to return your order please contact us before doing so by either opening a support request or emailing us at admin@lamabini.com 
Order statusYou can see the status of your order on your account page. You must have a shop account to view the status of your orders. As soon as your order is shipped, you will receive shipping confirmation via email. Only orders placed while logged into your account will be visible.
Inspecting your order upon receipt
Upon receipt of your order, please inspect all merchandise before using it and check for any defects or damage. If you have indeed noticed any defects or damaged please email us at admin@lamabini.com or open a support request. Please include your order number and a clear picture of the item with the support request or the email.You received a damaged itemIf an item within your order is damaged upon arrival DO NOT USE THE DAMAGED ITEM OR TRY TO FIX THEM. Please email us at admin@lamabini.com or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email.
You received the wrong itemIf you have received a wrong item DO NOT USE IT. Please include your order number and a clear picture of the wrong item with the support request or the email. If you use it, the contract between Lamabini.com and the customer will be considered fulfilled.
Wrong address policyIf you have given a wrong address during the ordering process and your order was shipped before you could inform us, we will have to wait until your order gets back to us until we can reship. Once shipped your address cannot be changed by you, the postal services, or by our customer service department.
Insurance and Returns policyIf your package is damaged or vandalized in shipment, please email us at admin@lamabini.com or open a support ticket. Please include your order number and a clear picture of the damaged item with the support request or the email.
Products must be returned factory sealed.Broken or shattered glass will not have to be returned to us, however we require a High Res photo of the  damaged product(s)to be eligible for replacement of your broken product(s)Opened products can not be returned unless they are broken in which case they will be replaced with the same product.Shipping charges are non-refundable.You can not exchange a product because it does not work with your equipment or that it is not what you thought it was, so please make sure you read the detail specifications before placing your order.We will not refund you for the postage cost on your returns, unless you are returning a defective product, or an error was made by us.We accept no responsibility for shipments confiscated by customs. Contact your local customs office for further information regarding the product you intend to buy if you are uncertain.You will need to contact us before you return a parcel. The return will not be accepted unless you have contacted us first prior to returning your product/s, and have included the customer service correspondence in the shipment.

How can I track my order?

If you selected one of our ‘Registered’ shipping options your shipment is trackable. Once the shipment is in transit we’ll send you an email with the tracking number. This may take up to 24 hours.

The email with the tracking number may end up in your spam-folder, to prevent this from happening again please add admin@lamabini.com to your address book.

If you need assistance obtaining the tracking number please contact us at admin@lamabini.com.

How long does it take for my order to arrive?

Generally speaking our orders arrive at their destinations within 20 business days of shipping but transit times vary.

Shipping restrictions, import duties and customs

Military Post Offices

All Military Post Offices (MPOs) have restrictions on items that we can ship using the APO/FPO system. Therefore shipping Grasscity products to APO/FPO mailboxes is impossible.

Product shipping restrictions

You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from grasscity.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

If you add products with shipping restrictions to your basket, you will be asked to delete these items.

What shipping methods are available?
Standard shipping is available to all Lamabini customers. Transit time of this shipping method is 8-21 business days.
 
For shipping addresses outside of Europe we also offer Registered Shipping. Average transit time is 6-20 business days.
 
Customers with European shipping addresses can chose ‘Registered Express’ which has an average transit time of 5-10 business days.
 
We offer tracking on all shipments sent with Registered Shipping. Tracking information is made available automatically 48 hours after shipment in a separate email.
 
An adult signature will be required upon delivery. Our products are for persons 18 years or older and we do not ship to minors.
 
Our products are intended for tobacco use only.
I accidentally entered a wrong shipping address, how can I change it?

If your order has not been shipped (the order status is ‘pre-shipping’ or ‘processing’) please send us an email at admin@lamabini.com, we will do our best to get to the order before it ships but we cannot guarantee it. Please make sure to mention your order number.

If your order was has already shipped we will have to wait until your order gets back to us until we can reship. Once shipped your address cannot be changed by you, the postal services, or by our customer service department.