Frequently Asked Questions

Great customer service is one of our top priorities. Below you will find the answer to many common questions. If you don’t find the answer to your question our Support Team is here to assist you Monday through Friday during normal business hours.

How do I contact you?

Our Support Team is available to assist you with questions and problems Monday through Friday. The answer to most questions can be found in this FAQ section. You can contact us by opening a Support Ticket or by emailing us at [email protected]. We make every attempt to respond to all Support Tickets and emails within 24 hours Monday through Friday during normal business hours. Inquiries made Saturday, Sunday or Holidays will be answered the following business day. During your correspondence with us any references to illegal or illicit products or activities will result in the immediate end of communication with our staff. If you've contacted us and haven't received an answer back within 24 hours, please check your junk email or spam folder, sometimes messages are automatically moved there. 

Will the product I receive look exactly like the photo on your website?

All of the photos on our website are of actual products in our inventory. Many of our items are individually crafted hand-blown glass. Therefore, they may have differences in color, shape or size. As we replenish our stock, if the design changes significantly we take new photographs and update the information on the product listing.

What do I do if I forgot my account password?

You can retrieve your password by clicking on the Forgot Password link on the login page. You will receive an email asking that you confirm the request to reset the password. After your confirmation you’ll receive a second email with the new password.

How do I edit my account information?

Click on the My Account link on the Homepage. From here you will be able to edit all information.

What is your privacy policy?

Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, subscribe to the newsletter, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users over the age of 18 may visit our Site without providing us any personal information. However, it is necessary for NJB Brands, LLC/We Sell Pipes to obtain certain personal information from you to process your order and send the purchased products to you.

Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.

Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers’ utilized and other similar information.

Web browser cookies
Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

NJB Brands, LLC/We Sell Pipes may collect and use Users personal information for the following purposes:

*To improve customer service.

Information you provide helps us respond to your customer service requests and support needs more efficiently.
*To improve our Site.
We may use feedback you provide to improve our products and services.
*To run a promotion, contest, survey or other Site feature.
To send Users information they agreed to receive about topics we think will be of interest to them.
*To send periodic emails.
We may use the email address to send Users information and updates pertaining to orders. It may also be used to respond to inquiries, questions, and/or other requests. If Users decide to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.

Sharing your personal information
NJB Brands, LLC/We Sell Pipes does not sell, trade, or rent Users personal identification information to others. It is necessary when an order is placed for us to share personal information with our credit card processor, the US Postal Service USPS and Stamps.com to process and ship your order. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.

Changes to this privacy policy

NJB Brands, LLC/We Sell Pipes has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms
By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Contacting us
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

NJB Brands, LLC
1734 Clarkson Road, Suite 251
Chesterfield MO, 63017
[email protected]

Is my online transaction safe?

Absolutely. From start to finish in the order process we use only industry standards and when possible even stronger methods of encryption and security. We are PCI Compliant (a security standard required by most major credit card companies) and we do not store your sensitive credit card information. Our site is additionally protected by SSL

Do you keep my personal information?

We do. For billing and shipping reasons we must keep your billing and shipping addresses. These are given only to parties who require them, such as our credit card processor and USPS for shipping the order. We do not store your credit card information.

Do you charge sales tax?

No sales tax will be charged on orders shipped to addresses outside of Missouri. State laws require that sales tax be charged on all orders shipped to addresses within the state of Missouri.

What payment methods do you accept?

We accept all major credit cards.

MasterCard, Visa, American Express and Discover

Do you accept PayPal?

We do not accept PayPal.

How will the charge show on my credit card statement? Is the billing discreet?

We Sell Pipes is a division of NJB Brands, LLC. Ensuring our customers’ privacy is very important to us. When you make a purchase your credit card statement will show charges from NJB Brands and the shipper name on shipping boxes will also be NJB Brands. However, email confirmation of your order, along with any other emails from us will be from [email protected]

What if I want to change or cancel my order?

Orders are processed within 24 hours of receipt Monday through Friday. Orders placed after business hours on Friday or on Saturday, Sunday or holidays will be processed the following business day. Once your order has been processed for shipping it cannot be changed or canceled. If you have not received a shipping confirmation email please contact us by opening a Support Ticket or emailing us at [email protected] and we will do what we can to change or cancel the order. When contacting us please make sure you give us your order number.

Do you backorder Out Of Stock items?

We do not backorder Out of Stock items. Some of the items on our site are one-of-a-kind pieces and those unique items will not be restocked. For all other items we strive to restock them as quickly as possible. Many items are made by hand and production times vary, therefore we can’t always predict a date when they will be available again.

Can I get a copy of my invoice?

Yes, go to My Account click Order History and Details; scroll through and click on the order Invoice you need.

Can I create a Wish List?

Yes. When you hover over an item you like, by clicking on the Heart you can add the item to your Wish List. You can view and edit your Wish List by clicking the link at the top of the page.

Do you offer discreet packaging and billing?

Yes. WeSellPipes.com is a division of NJB Brands, LLC and ensuring our customers’ privacy is very important to us. When you make a purchase your credit card statement will show charges from NJB Brands and the shipper name on the outside of the shipping box will also be NJB Brands. All orders are shipped in plain packaging or USPS Priority Mail packaging. However, the Invoice/Packing Slip in the box with your order will be from We Sell Pipes. Also, the email confirmation for your order, along with any other emails from us will be from [email protected].

How much do you charge for shipping?

We offer FREE USPS Priority Mail shipping on all US orders. Delivery time for USPS Priority Mail is typically 2 to 3 days.

How do you ship your packages?

We ship in the US by USPS Priority Mail. All orders are shipped in plain packaging or USPS Priority Mail packaging. The shipper will show as NJB Brands, LLC. All shipments are insured for the full value of the order.

Can I have my order shipped to an address that’s not my billing address?

Yes, orders can be shipped to a different address than the billing address. However, to prevent fraudulent charges we do require and verify the credit card billing address.

When will my order ship?

Orders received by 2pm CST, during normal business days, are typically shipped the same day. All orders are shipped within 24 hours, excluding weekends and holidays. Orders placed after 2pm CST on Friday, or on Saturday, Sunday or holidays will be processed the following business day. We ship USPS Priority Mail with average delivery times of 2 to 3 days after the order has left our facility.

When will my order arrive?

We ship USPS Priority Mail with average delivery times of 2 to 3 days after the order has left our facility. You can typically expect to receive your order 3 to 5 business days after the order is placed. Unfortunately, we can’t control or guarantee delivery dates or times. To track your order, log in to your account at www.wesellpipes.com; click My Account, then go to Order History and Details.

How can I track my order?

You will receive an email confirmation once your order has shipped. The email will contain the tracking number and a link to the USPS website where you can track your order. You can also log in to your account at www.wesellpipes.com; click My Account, then go to Order History and Details.

Do you ship internationally?

Unfortunately, international shipping is not available at this time. We hope to offer it in the future, please check back for updates.

Do you ship to PO boxes?

Yes

Do you ship to APO/FPO/DPO addresses?

No

What if I received the wrong item?

We do everything possible to ensure that customers receive the items they order. In the event that you received the wrong item DO NOT USE IT. Contact us immediately by opening a Support Ticket or emailing us at [email protected] and include your order number along with a picture of the item you received. Our Support Team will issue a Return Authorization, a refund or exchange, and instruct you how to send back the incorrect item. Items that have been used and are not in their new and original condition cannot be returned or exchanged. Refunds/Exchanges will not be given without a Return Authorization.

What if the item I ordered arrives broken or damaged?

We carefully pack each order to avoid damage during shipment, unfortunately we can’t control circumstances after the package leaves our facility. If your order arrives broken or damaged DO NOT USE IT, DO NOT TRY TO FIX IT, and DO NOT THROW AWAY THE SHIPPING BOX/MATERIALS. Contact us immediately by opening a Support Ticket or emailing us at [email protected]. Include your order number along with clear pictures of 1) the damaged item, 2) the shipping box and 3) the packing material. Our Support Team will issue a Return Authorization and instruct you how to proceed. All reports of damage must be received within 5 days of the order delivery date. Items that have been used and are not in their new and original condition cannot be returned or exchanged. Refunds/Exchanges will not be given without a Return Authorization. Please keep the damaged item, the shipping box and any packing materials, these items will be required to receive a refund or replacement item.

What is your return policy?

We want you to be completely satisfied with your purchase. In the event that you are not satisfied please contact us within 5 days of the order delivery date by opening a Support Ticket or emailing us at [email protected], make sure to include your order number. Our Support Team will issue a Return Authorization, a refund or exchange, and instruct you how to send back the item. No refunds will be given on returns made without a Return Authorization. We suggest you do a thorough inspection of your purchase as soon as you receive it and before using it. Items that have been used and are not in their new and original condition cannot be returned or exchanged. Refunds/Exchanges will not be given without a Return Authorization.

When will I see the refund on my credit card from my return?

You can expect to receive your refund in 15 days or less. This time frame includes; the shipping time it takes for us to receive your returned item back in our warehouse; time for us to inspect the item and process your return; and the time it takes your credit card company to process our refund request. You will receive email updates during this process.

Can I return or exchange a product that I’ve used?

No. Items that have been used and are not in their new and original condition cannot be returned or exchanged. If it looks or smells like it has been used no refund or exchange will be issued and the item will be disposed of immediately. If the items has water in it, we will assume it has been used. NO EXECPTIONS.