Frequently Asked Questions


Shopping Online / Ordering

Shipping / Delivery

Stock / Product

Discounts / Free Shipping

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How do I shop online?

Please see this Blog Post for Video's on our websites use or click the individual links below.

How to Set Up A New Account - This video shows you how to create a new account on our website

How to Place An Order - This Video shows you how to place an order on

How to Quickly Reorder - This Video shows you how to Reorder a previous order.  A little known feature!

How to Use Search & use Tags - This video shows you how to use our search feature.  It also shows you how to narrow down products in a given category by using the convenient tag system.

You can also read about how to use our website use below:

You can navigate through our products with the links on the top of the page. Each link will display the products within that category or sub-category. To view the product details, click on the product image or text. If you wish to purchase the item, enter the number of products in the “quantity” field (select any options if available), and click the "Add to Cart" button.  Use the tags on the left side of the page to further simplify the types of items you are looking for.

A running total of your products is visible at the right side of the page.  Just click on “Cart” to change the quantity, remove items, or check on your running total.  Once you have completed shopping, our checkout screen will help you complete your order.

When placing your order, please ensure that all the information for your account is current, including contact information. If you have any special instructions or comments please enter them into the "Notes" field. Please do not enter your credit card information into the "Notes" field. We will contact you by email within one business day to confirm shipment of order or to clarify any special instructions. If you are not available by email, please call us at:

Wholesale: (866) 827-2924
Retail:  (204)453-7473

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Where do I enter my coupon code?

Enter your coupon code on the last checkout screen as shown below.  Remember to click 'apply coupon' to see your discount.

Only one coupon can be used at a time.

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How do I know my order was received?

You will receive a confirmation e-mail letting you know that your order was received. If you do not have access to e-mail for a while, let us know on your order and we will call you to confirm.

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When will my order be available for pickup?

For our customers in Winnipeg we offer a local pickup service listed on our contact page.  Please give us at least an hour from placing your order online and arriving for pickup.  To make sure we are available and your order is completed, please call us at 204-947-0810.

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How do I know if my order shipped?

All orders are processed and shipped within 24 hours.  Orders placed on a Friday after 12pm will ship the following business day.

We will send you an email with your tracking code once your order has shipped.  Please check your junk mail folder for an email from  Please feel free to contact us if you have not received this notification.

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How fast will my International Order Ship?

Orders outside of North America will naturally take longer to arrive by postal mail.  To speed up the process of your order please opt to pay by eTransfer.  Doing this will significantly speed up the process of verifying your address information before shipment.

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Is Canada Post the only shipping method (retail orders), what about outside Canada?

While we can offer the best discount on shipping cost to our customers through Canada Post ground service, we are also set up to ship via Canpar.  If Canada Post shipping is not suitable, please let us know and we will do our best to accomodate you with a shipping service of your choosing.

Orders should arrive in approximately one weeks time.  Faster shipment options are sometimes available during checkout.

Regular shipping to the U.S.A. is usually 10-14 business days, however it may have further delay for customs clearance. Xpresspost cuts down the wait time to approximately 4 business days for most centres. However due to import checking through U.S.A. Customs, we cannot guarantee a specific time, or determine customs import delays with either service, although Xpresspost does have priority. Currently there is little to no restrictions on our products shipped to the U.S.A., however, tobacco and other products may be taxed at import by U.S.A. customs.

Please include your bank's phone number for the payment card provided.  We require an address verification and will not be able to complete this step without your credit cards issuing bank phone number.   

By surface mail your order may take up to 3 months (average time 1.25 months including weekends), or 1 month by air (average time 2.5 weeks). Again we cannot control countries import restrictions, or customs processing, which may cause further delays.  Please check your country listings for import restrictions. (Tobacco and other products may also be taxed during import through customs)

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What if something arrives damaged, or is defective?

We pack everything very well.  In the very unlikely event your purchase is damaged, please attach a photo of the damaged item and let us know as soon as possible; we will do our best to resolve the issue.  In most cases we are able to directly replace the item. 

Vaporizers and most electronics are tested beforehand by their manufacturers and hold their own warranties.  If you have problems, contact us, we will help you troubleshoot.  If the unit turns out to be defective, we will replace dead on arrival units.

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What is your return policy?


Before placing an order through our store, we recommend carefully researching the product you intend to purchase. Any return/exchange must be unused and in brand new condition. If you would like any additional information about a product before making a purchase, please contact us; we have a team of friendly, experienced, and very knowledgeable Service Representatives standing by who are happy to help you find the perfect smoking accessory.

Our return policy is listed below; please read thoroughly, and contact us if you have any questions.


  • Any/all items purchased from Kustom Kulture must meet the following requirements to be eligible for a refund or exchange:
  • Item(s) must be in original, brand new condition.
  • Item(s) must be shipped back within 30 days of the original delivery date.
  • Return must include a Return Authorization (RA) number which can be acquired by calling us at (204) 947-0810 or emailing us at

Buyer must understand and agree to pay for all shipping costs associated with returning the item(s). This includes non-reimbursement of any expedited shipping services selected at the time of purchase.

Buyer must understand and agree to a 20-50% processing fee for items that have been opened or have broken seals. Item(s) must be returned in full or will otherwise incur additional processing fees up to 50%. This includes parts and/or accessories.

Kustom Kulture reserves the right to deny any return or exchange and may request additional information as a condition of a return or exchange.

You must have an authorized RA number for all returns or exchanges. This will ensure proper processing of your item(s). We are not responsible for items sent to us without an RA number. The RA number must be written on all sides of the packaging that the returned item is being shipped in. If you have any further questions, please contact us by phone at at (204) 947-0810 or emailing us at

Buyers are responsible for all shipping costs associated with the return process. We strongly recommend you insure your package(s) and/or purchase delivery confirmation, as we are not liable for items that are lost or damaged while in transit. Non-standard shipping services purchased by the buyer in relation to the original purchase, including upgraded and international shipping, are the sole responsibility of the buyer and are non-refundable. You may expect your refund or exchange to process within two (2) weeks of the delivery date to us, assuming the above conditions are met; this includes credit card and money order refunds and exchanges shipped out. This return policy is only available to customers of the United States and/or Canada. For other countries outside of North America, please see our Foreign Country Return Policy.


Products are not eligible for return or exchange after thirty (30) days.


Our foreign return/exchange policy is implemented on a case-by-case basis. Because of the rise of shipping costs, customs fees, and taxes, we do our best to accommodate such requests within our discretion, though always with customer satisfaction in mind.


Kustom Kulture reserves the right to amend this Return Policy at any time by posting the amended terms on this page. As well, Kustom Kulture reserves the right to refuse a return for any reason.

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Are all the items on the site in stock?

While we try our hardest to keep all items in stock, this is not always possible. However, we often have similar products in stock, and/or a timeline for re-stock. If you would like to be contacted with your back-ordered items, please let us know in the “Notes” field or feel free to email us.

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What if I don't see the item I'm looking for?

We always have new inventory arriving and are constantly restocking. If you are looking for an item that you don't see on the website, please let us know and we will try to find what you are looking for.

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My item looks slightly different than the photo on the website.

Please note that due to the hand crafted nature of many of the products we sell, there maybe slight variations in size, colour and shape.

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How do I choose the correct stem length

Stem length is measured by measure the entire stem, except in the case of Glass on Glass stems.  Glass on Glass stems are measured from below the ground joint, to the base of the stem.

As with any question or concern please contact us by clicking Live Chat (below) or email/call us at / (204) 947-0810

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Discounts, do you offer any?

Quantity discounts will show up below the price in any product that there is a discounted price for quantity.  There are some restrictions on discounts.

  • Discounts are calculated BEFORE taxes
  • Discounts do not stack.  The discount you will receive will be the lower price of the available discounts (clearance, sale or coupon)
  • Only one coupon can be used at a time

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Do you match prices?

We price our products competitively.  Please contact us if you find a lower listed price and we will try to match it.  A few restrictions on price matching;

  • Product must be in stock on both our and our competitors website
  • Door crashers are excluded from price matching

Prices for websites located outside of Canada, will be converted to CAD when matching price.  Kustom Kulture will confirm the competitor's price and has full discretion on whether a price match can be made.

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Do you offer free shipping?

Please Note:  The shipping rates displayed during checkout are estimates only.

Yes!  We offer free shipping for retail customers only at this time.  Retail customers must spend at least $50 before applicable taxes to receive free shipping. 

Free Shipping is offered to a maximum of;

  • $10 on purchases of $50-$200
  • Without limit on purchases over $200. 

Most orders will qualify for free shipping. Shipping to Canada's northern provinces AND to the USA is unfortunately more expensive (approx $20-$25 before shipping discounts).

To activate free shipping please enter the coupon code "FREESHIP" during the checkout process.  (See how to enter coupon codes here)  


Wholesale customers - Unfortunately at this time we do not offer free shipping.  HOWEVER, instead we are offering larger discounts on quantity and adding additional quantity discounts.  Please feel free to contact us with any concerns regarding shipping, or pricing.

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