Product support

Warranty & Support

Warranty

Register a product

Third-party purchases should be registered promptly so the current warranty workflow has the purchase record and proof of purchase it requires.

Support

Start a warranty claim

The current claim workflow collects product details, shipping information, a description of the issue and supporting photos before the support team reviews the case.

Start a claim

Guides

Product manuals

Find the current manuals for supported NEU devices and accessories.

View manuals

Limited Glass Warranty

Glass water pipes, components, and accessories have very limited coverage. Coverage applies only to products that arrive broken, cracked, or chipped, or have a manufacturing defect, provided the issue is reported within three (3) days of delivery.

This limited warranty does not cover:

Cosmetic imperfections, such as scratches or minor appearance variations, that do not affect functionality.
Damage occurring after delivery, including chips, cracks, or breakage caused by drops, accidents, improper handling, misuse, or exposure to extreme temperatures.
Damage caused by modifications or incompatible third-party parts or accessories.
Normal wear, worn protective coatings or consumable components, or lost or misplaced products or parts.

Glass products do not carry an ongoing breakage warranty. All claims are subject to review and verification before a replacement is approved.

Need help?

NEU support is available Monday through Friday, 9:00 AM–5:00 PM Eastern.

Email support 877-831-2917