FAQ's
Find answers to common questions below
Once your order is processed and shipped, you will
receive a notification with tracking information via email. In most
cases however, tracking information will not show any substantial
information for at least 1-2 business days, or until the product has
left our facility.
If this email is not received for any reason, please
contact us at support@thicketnow.com and we will be happy to provide the
information.
A Thicket order is eligible for a refund so long as the item has never
been used (water pipes/glass accessories) and the item purchased within
the last 30 days. Return must include its original packaging along with
all items (not damaged) in order to receive a full refund. Please
contact Thicket Customer Support so we can start a return for you.
If you do not receive a confirmation for your order or shipment, please contact Thicket Support by email or contact form (found on 'Contact' page). Some information must be provided. We will then re-send your order confirmation and tracking information as soon as possible.
Due to our automated systems, we cannot edit or cancel a transaction once it has been processed. You are eligible for cancellation of your placed order if it has not yet been shipped – once cancelled, a refund will be processed. Please contact our support team if you wish to return your order for a refund.
If you would like to change any information on your order (name, email, shipping address), please contact support@thicketnow.com and we can adjust, as long as the order has not yet left our facility.
Typically, it will take around 3-7 business days (M-F) for a refund to fully process and to see your funds back in your account. If this issue persists and you still have not yet received your refund, please contact your bank for further assistance.
If your tracking information shows as "delivered" but
you have not received the item, we suggest first to check if shipping
address was entered correctly when placing the order, or if the package
was possibly left at a similar or nearby address (neighbor).
If you are unable to locate your shipment with
tracking number, please contact Thicket Support (support@thicketnow.com)
right away so we can take the appropriate steps in finding your
package. Note that missing shipments must be reported to us within 7
days of the tracking showing "delivered" for our team to further assist.
If your package was shipped FedEx, our team will
notify our FedEx liaison who will take the proper steps in starting a
tracer for the package and filing the necessary claim.
If your package was shipped via USPS, a Missing Mail
Search claim will be submitted and investigated by USPS. These
investigations usually take about eight business days., Our team is not
authorized to refund/reship until we hear back with the results of the
investigation.
Yes! You can replace your original bowl and connector with one of our banger attachments. Quartz Banger and Terp Slurperr attachments are available on our website. Head to our 'Shop' page to find out more!
Before beginning to clean your Thicket, you must
disassemble and separate pieces to get a good clean. Here is how to
disassemble properly before cleaning:
Start from the bottom – remove the case that holds
the bowl and connector. Put glass parts to the side. After, remove the
white rubber seal and black rubber ash catcher and put to the side.
Then, gently detach the top cap connected to the mouthpiece. To remove
glass perc, push perc downward to the bottom of canister and pull it
out. Do not remove perc from the top of canister as it won't fit that
way.
Connector Pieces: Fill a container enough to submerge
the bowl & neck with cleaning solution/isopropyl alcohol or salt.
Soak the pieces for 10mins or more (preferably overnight) then wipe with
cloth or Qtip all the wax residue left and leave it to dry.
Glass Perc Pipe: Pour out water & fill with
cleaning solution/isopropyl alcohol or salt, cover the hole (mouthpiece)
and shake the solution inside & let it soak for 5-15mins or until
glass is clear. Throw out the solution, rinse with water & let it
dry. Recommended: Leave alcohol to soak overnight for the best result.
White Seal, Canister and Black rubber Ash Catcher: Can be cleaned thoroughly and gently with dish soap and a sponge.
First, make sure the white rubber seal on canister is
open to allow proper air flow for your glass percolator to rise. (if
seal is closed, the pressure can cause damage to glass or cap). Bowl and
connector cannot be attached or plugging the air seal hole.
Also, make sure the cap is securely fastened inside the top of the glass pipe.
Pull straight up slowly. The pipe will not pull up if it's angled.
If this doesn't work, take the pipe out and place
some oil around the bottom of the percolator glass pipe. This should
allow the glass to pull up easier, if the rubber seal is resisting.
If the issue persists, please contact Thicket Support at support@thicketnow.com
To replace the perc, you need to disassemble the
entire Thicket. Start from the bottom – remove the bottom case that
holds the bowl and connector, remove white rubber seal and the black
rubber (ash catcher). Then, detach top cap from perc and push the perc
all the way down and proceed to pull old perc out of canister from the
bottom. Grab your new perc and insert from the bottom of canister and
push upward. The perc wont fit if you insert from the top.
When reassembling your Thicket, attach top cap first,
then black rubber ash catcher and white seal. Then, attach the bowl and
connector case and viola!
The water line should be at the top of the rubber seal around the glass
percolator. Filling past the recommended water line can result in
leakage.
Your Thicket should be standing upright. Any sudden jerks or movement of Thicket (tilting, shaking, spinning) can cause your
Thicket to leak or water to spill out.
Make sure you are filling the water to the correct line. The water line should be right at the top of the rubber seal around your glass percolator.
Overfilling your perc can cause leakage into other areas of the Thicket such as the canister, ash catcher or white rubber
seal opening.
If the issue still persists, please contact our Thicket Support team.
The water line should be at the top of the rubber seal around the glass
percolator. Filling past the recommended water line can result in
leakage.
If your product arrives damaged upon delivery, please contact Thicket Support at support@thicketnow.com for further assistance.
If the product has not yet been used or the order was
placed within the past 30 days, our support team will be happy to send
you a replacement product.
Keep in mind that when an item is broken or damaged,
proof is required to show in order to be eligible for the replacement.
Proof can be any photo or video you have of said damage. We will also
examine the date the order was placed/received.
Please attach name and order number when contacting our support team.
*We do not replace lost or damaged products that have
been used over the course of several months or years. For this issue,
we offer replacement accessories on our website*
If an item is broken upon receiving, or gets damaged
unexpectedly within a short period of usage (30 days), we can offer a
replacement if contacted at the appropriate time. You won't be eligible
for a replacement if you notify us of your issue several months or a
year later. We recommend to contact us as soon as you find an issue with
your product.
Keep in mind that when an item is broken or damaged,
proof is required to show in order to be eligible for the replacement.
Proof can be any photo or video you have of said damage. We will also
examine the date order was placed/received.
If an item is lost or stolen, unfortunately we are
not liable for this and cannot provide a replacement, although you can
still purchase a replacement.
Please attach name and order number when contacting our support team.
*Replacement parts can be found on our website under 'Accessories'.*
We offer replacement parts on our website under 'Accessories'.
This includes glass percolators, top caps and bowls and connectors.
If the item you lost is not found on site, please contact for further assistance.
Can't find what you're looking for?
Fill out our contact form or email us directly:
Information: info@thicketnow.com
Customer Support: support@thicketnow.com
Wholesale/Sales Inquiries: sales@thicketnow.com