F A Q
How much is Shipping?
We offer FREE shipping on all orders within the United States. Average delivery time for free shipping is 3 days, but depending on your location may take up to 6 business days. Faster shipping methods are available for purchase, as well as international shipping, 99% of orders are shipped within 24 hours. Unfortunately, we cannot guarantee delivery dates or times. We do all in our power to get your items to you as quickly as possible, but orders can be held up due to unforeseen circumstances. We will send you a tracking number with each order.
Yes. All orders are shipped in unmarked brown boxes, or white USPS priority boxes. The return address name is KTCA Shipping.
Do you require a signature on your packages?
We reserve the right to require a signature on any order at our discretion due to security concerns. If you are underage, DO NOT order with us. We take fraud and underage orders very seriously, and are obligated to report all credit card fraud to the authorities. DO NOT ORDER IF YOU ARE UNDERAGE. WE WILL FLAG YOUR ORDER.
How can I check if my order has shipped?
Go to My Account, and click on Order Status. Awaiting Fulfillment means the order is still processing. It will say “Shipped” with a link to track your package as soon as it’s shipped. You will also receive a tracking number with your order.
When will my order ship?
Orders placed before 2pm EST are shipped same day. All orders are shipped within 24 hours unless otherwise stated on the product page.
How do I edit or cancel an item in my order?
Give us a call at (562)331-8188 or email [email protected] as soon as possible. Once your order has been packed, it cannot be modified.
How do I track my order?
Log into your account at Keeptheculturealive.com. Click “My Account” and go to “Order Status.” Scroll down to the “Tracking Info” section of the page and click on the tracking number.
My order never arrived. What do I do?
First, check the tracking. If it’s still in transit, just wait until they deliver it. If it says “Delivered” and it hasn’t arrived, please contact your post office with the tracking number.
An item is missing from my shipment. What do I do?
Call us at (562) 331-8188 or email us at [email protected] within 72 hours of receiving your order.
What is your mailing address?
Our mailing and return address is: 18375 Ventura Blvd Suite 64 Tarzana, CA 91356
How do you ship your packages?
Hand Pipes are shipped via USPS First Class mail. Larger items such as water pipes, bubblers, etc. are shipped via USPS
Priority 1-3 day or Fedex Ground.
Where do you ship from?
We ship out of Tarzana, CA
What if my order breaks during shipping?
We package all orders using a proprietary system we’ve developed to prevent 99.9% of breakage during shipping. However, no one’s perfect, and mistakes may rarely occur. In the unlikely event your item arrives broken, DO NOT throw away the box or packing materials. We will need CLEAR photos of the broken items as well as the box in order to file a claim with the shipping provider (USPS, FedEx).
Depending on the extent of the damage, we may issue a return-shipping label, or simply tell you to toss the broken item in the trash. In either case, a brand new replacement item will be sent out to you.
What will my package look like?
Your package will arrive in a brown box. More valuable items will have FRAGILE stickers on them.
Can I have my order shipped to another address other than the one listed on my billing information?
Yes. The billing address is only used to verify the credit card information. However, we may request ID verification if the order is going to a different name than the one on the credit card in order to prevent fraudulent orders with stolen credit cards, as well as underage orders.
What if I need to update or change my shipping information?
Contact us by phone (562) 331-8188 or email [email protected] Once your order is shipped the destination cannot be changed.