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Help, without the runaround
Quick answers to the questions customers ask most about ordering from NEU, shipping, returns, warranty coverage and product registration.
Find an answer
We currently only ship to anywhere within the United States.
Yes, we ship in a classic brown box.
Most orders ship within 1–3 business days, and delivery typically takes 3–7 business days depending on location and selected shipping method. You’ll receive tracking info once your order is on the way.
Yes. All customers must be 21 years of age or older to view or purchase products on our website.
We accept returns on unused and unopened products purchased from neupipes.com within 30 days of delivery. Returned product must include original packaging and any included cables/accessories and manuals.
Yes. Select NEU Pipes products come with a 1-year limited or lifetime warranty, depending on the item. Our general warranty covers defects in materials and workmanship. Glass items are covered under warranty for 3 days from delivery.
Products purchased on neupipes.com are automatically registered for warranty as part of the checkout process. If you purchased from a third-party retailer, register your product on our website within 14 days of purchase.
Email us anytime at [email protected]. We usually respond within 2–4 business days, but please allow a bit more time during weekends or holidays.
Still need a hand?
For an order-specific question, warranty claim, return authorization or anything not covered above, contact customer support directly.