Help Center
Ordering
If you have any further questions or require assistance, please don’t hesitate to contact us.
Do I need an account to place an order?
While it is not mandatory to create an account to place an order on our website, we highly recommend it.
Here’s why:
- Order Tracking: With an account, you can easily track the status of your orders from your account dashboard. This includes seeing when your order has been processed, shipped, and delivered.
- Saved Information: An account allows you to save your shipping and billing information, making the checkout process quicker and more convenient for future purchases.
- Exclusive Offers: Account holders are often the first to know about special promotions, new product releases, and exclusive discounts.
- Order History: Keep a record of all your past purchases, making it easy to reorder your favorite items or keep track of your collection.
- Customer Support: Having an account can expedite any customer service inquiries, as our team can easily access your order history and account details.
To place an order as a guest, simply add items to your cart and proceed to checkout. Enter your shipping and payment information, and complete your purchase without creating an account.
Can I cancel or change my order after it's been placed?
We understand that sometimes you may need to make changes to your order after it has been placed.
Here’s what you can do:
- Contact Us Immediately: If you need to cancel or change your order, contact our customer service team as soon as possible. Provide your order number and details of the change or cancellation. You can reach us via email at contact@castleglassworks.ca or by phone at (709) 749-1994
- Timing: Please note that we process orders quickly to ensure timely delivery. If your order has not yet been processed or shipped, we will do our best to accommodate your request. However, if your order has already been shipped, we may not be able to make changes or cancel it.
- Cancellations: If your order is eligible for cancellation, we will process the cancellation and issue a refund to your original payment method. Please allow a few business days for the refund to reflect in your account.
- Changes: If you need to change the shipping address, payment method, or items in your order, we will assist you as long as the order has not been processed. For item changes, you may need to place a new order if the original order has already entered the shipping process.
- Return and Exchange Policy: If you are unable to cancel or change your order before it ships, you can still utilize our return and exchange policy.
Our customer service team is here to help you with any order modifications or cancellations, so don’t hesitate to reach out.
What should I do if I receive a damaged or defective item?
We strive to ensure that every product you receive meets our high standards. If you receive a damaged or defective item, please follow these steps:
- Contact Us Immediately: Reach out to our customer service team within 7 days of receiving the damaged or defective item. Provide your order number, a description of the issue, and photos of the damage or defect. This helps us assess the situation and determine the best course of action.
- Assessment and Resolution: Once we review your claim, we will work quickly to resolve the issue. This may include offering a replacement, refund, or store credit, depending on the severity of the damage or defect. Our goal is to ensure you receive a product that meets your expectations.
- Return Shipping: If we request the return of the damaged or defective item, we will provide a prepaid return shipping label. Please securely package the item and drop it off at the nearest shipping carrier location.
- Replacement or Refund: After we receive the returned item, we will process the replacement or refund. For replacements, we will ship the new item to you at no additional cost. Refunds will be issued to your original payment method and may take a few business days to reflect in your account.
Our customer service team is dedicated to resolving any issues promptly and ensuring your satisfaction with your Castle Glassworks purchase.
Community
Become a part of our growing community!
Are there opportunities for collaborations?
Castle Glassworks is always excited to explore new collaborations with artists, designers, and brands. We believe in the power of creative partnerships to bring unique and innovative products to the market. Here’s how you can collaborate with us:
- Reach Out: If you have an idea for a collaboration, contact us at contact@castleglassworks.ca. Provide a brief description of your proposal, including your vision, goals, and any relevant experience or portfolio.
- Proposal Review: Our team will review your proposal and assess its alignment with our brand and products. We look for collaborations that offer mutual benefits and align with our commitment to quality and innovation.
- Consultation: If your proposal is selected, we will schedule a consultation to discuss the collaboration in detail. This may include brainstorming sessions, design discussions, and setting clear objectives and timelines.
- Design and Development: Collaborations often involve co-creating new products or designs. Our artisans will work closely with you to bring your vision to life, ensuring the final product meets both our standards and your expectations.
- Marketing and Promotion: We will work together to promote the collaboration through various channels, including social media, email marketing, and our website. This helps to maximize exposure and reach a broader audience.
- Launch and Sales: Once the collaborative product is ready, we will launch it on our website and through our retail partners. Collaborations may include limited edition runs or exclusive releases to create excitement and demand.
Types of Collaborations:
- Artist Collaborations: Work with us to design unique, limited-edition glass pieces that showcase your artistic style.
- Brand Partnerships: Partner with Castle Glassworks to co-create branded products that align with your brand’s values and aesthetics.
- Event Sponsorships: Collaborate on events, festivals, or exhibitions where we can showcase our products and promote your brand.
Benefits of Collaborating with Castle Glassworks:
- Creative Freedom: Collaborate with skilled artisans to bring your creative ideas to life.
- Market Reach: Leverage our established customer base and marketing channels to reach a wider audience.
- Mutual Growth: Benefit from a partnership that aims to grow both brands and create lasting value.
If you have any questions about potential collaborations or would like to discuss an idea, please contact us.
Do you offer sponsorships for events?
Yes, Castle Glassworks is proud to offer sponsorships for events that align with our brand values and promote community engagement. Here’s how you can apply for sponsorship:
- Submit a Request: Email us at contact@castleglassworks.ca with details about your event. Provide as much information as possible, including the event date, location, expected attendance, and how our products will be featured.
- Event Information: Include details such as the target audience, event goals, and any promotional opportunities available for sponsors. This helps us understand how the event aligns with our brand and marketing objectives.
- Review Process: Our team will review your request to determine if the event is a good fit for our sponsorship program. We consider factors such as audience demographics, event size, and alignment with our brand values.
- Sponsorship Opportunities: If your event is selected for sponsorship, we will work with you to outline the terms and benefits of the sponsorship. This may include product donations, financial support, or promotional materials.
- Promotion and Support: As a sponsor, we will help promote the event through our marketing channels, including social media, email newsletters, and our website. We may also provide branded merchandise or products to enhance the event experience.
We support events that align with our brand values and promote community engagement. If you have any questions about our sponsorship program or need assistance with your request, please contact us.
How can I join the Castle Glassworks community?
Joining the Castle Glassworks community is a great way to stay connected, share your experiences, and engage with fellow enthusiasts. Here’s how you can get involved:
- Newsletter Subscription: Sign up for our newsletter to receive updates on new products, promotions, and events. We send regular emails with exclusive content, special offers, and the latest news from Castle Glassworks.
- Social Media: Follow us on social media platforms like Instagram, Facebook, and Twitter. Engage with our posts, share your own experiences, and connect with other members of the Castle Glassworks community. Use hashtags like #CastleGlassworks to join the conversation.
- Customer Reviews: Share your experiences and product reviews on our website. Your feedback helps other customers make informed decisions and allows us to improve our products and services. You can leave reviews directly on the product pages or through email invitations after your purchase.
- Referral Program: Spread the word about Castle Glassworks and earn rewards through our referral program. Invite your friends to join our community and enjoy exclusive benefits for both you and your referrals.
Engage with us and fellow customers to celebrate the art of glass smoking accessories. We value your participation and look forward to building a vibrant and supportive community.
Our Products
Learn more about our products!
Are your products handmade?
Yes, all Castle Glassworks products are handcrafted by skilled artisans. Each piece is created with precision and care, resulting in unique designs and high-quality construction. Here’s a closer look at our handmade process:
- Design and Planning: Each product begins with a design concept. Our team of designers in Canada make detailed sketches and plans for the piece, considering both functionality and aesthetics.
- Glassblowing Techniques: Our artisans use traditional glassblowing techniques combined with modern innovations to shape and form each piece. This process involves heating borosilicate glass to high temperatures and blowing, molding, and sculpting it into the desired shape.
- Attention to Detail: During the glassblowing process, our artisans pay close attention to every detail, ensuring that each piece meets our high standards of quality. This includes adding intricate designs, colors, and patterns to create unique and beautiful products.
- Quality Control: Once a piece is completed, it undergoes a thorough quality control inspection. Our team checks for any imperfections or defects to ensure that only the best products reach our customers.
By combining traditional craftsmanship with innovative techniques, we create products that are both functional and artistic, providing an exceptional smoking experience.
How do I know which Castle Glassworks product is right for me?
Choosing the right Castle Glassworks product depends on your preferences and needs. Here are some factors to consider:
- Type of Use: Consider whether you prefer smoking dry herbs, concentrates, or both. We offer a variety of products designed for different types of use, including bongs, and dab rigs.
- Design and Aesthetics: Our products come in a range of styles, from classic clear glass to intricate designs and vibrant colors. Choose a design that appeals to your personal taste and fits your lifestyle.
- Functionality: Think about the features you value most, such as percolators for additional filtration, ice catchers for cooler hits, or portability for on-the-go use.
- Size: Our products vary in size, from compact hand pipes to large bongs. Consider where and how you will use the product to determine the appropriate size for your needs.
Our detailed product descriptions and customer reviews can help you make an informed decision. If you need further assistance, our customer service team is available to help you find the perfect piece.
What are the benefits of using borosilicate glass in your products?
Borosilicate glass is our material of choice for its numerous benefits, including:
- Durability: Borosilicate glass is resistant to thermal shock, meaning it can withstand high temperatures without cracking. This makes it ideal for smoking accessories that are exposed to heat.
- Clarity: The glass is known for its clarity, allowing you to see the contents and enjoy the visual appeal of your piece.
- Non-Toxic: Borosilicate glass is non-toxic and doesn’t leach chemicals, ensuring a safe smoking experience.
- Easy to Clean: The smooth surface of borosilicate glass makes it easy to clean and maintain.