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Frequently Asked Questions

Please check the most frequently asked questions below before contacting us:
 1. Is my personal information secure and do you promise not to sell it to other companies?
 2. How long will it take for my package to ship?
 3. I am ordering to my work address. Is the packaging discreet?
 4. What is an order number?
 5. Do you offer express shipping?
 6. Can you just leave my package on the doorstep?
 7. How do I know if you shipped my package?
 8. Does it matter if my shipping address is different than my credit card billing address?
 9. What should I do if I want a specific color?
 10. What should I do if I receive my package and something is broken or missing?
 11. What if I want to ship a gift to a friend?
 12. Can you tell me the status of my order?
 13. My shipped order is overdue - where is it?
 14. Does 1 Percent publish a catalog?
 15. Does 1 Percent offer an affiliate program?

1. Is my personal information secure and do you promise not to sell it to other companies?
Yes, your personal information is safe with 1 Percent and we do not share that information with anyone. Our customers are very important to us and we value the importance of safe and confidential on-line shopping. You can read more about our commitment to your privacy in our Privacy Policy.

2. How long will it take for my package to ship?
Many packages ship within 24-48 hours from the time an order is placed. Some times it just takes a little longer to verify or there are problems with an order. On average figure we ship within 3-4 business days of an order and you should receive it within 7-10 business days. Specific ship times are now posted next to each product as well. You can check your order status online.

3. I am ordering to my work address. Is the packaging discreet?
Packaging is plain and the return address is listed as only OP. There is no mention of the contents.

4. What is an order number?
Your order number is the 7 digit number that is sent to you in your order confirmation email. The 7 digit order number is one of the quickest methods of locating your order and finding information to help access your account. Check your order status online using your order number and your email address. This is not your tracking number.

5. Do you offer express shipping?
Yes, we offer Next Day, 2nd Day and 3 Day Select in addition to standard Ground shipping. These options can be expensive due to the size and weight of a package so keep in mind most of the East Coast is reached within 2 days by regular ground and the rest of the country is from 3-5 business days (delivery schedule). If you are still interested you can select from a number of Express options on the order form. The corresponding price for each service is listed. Please pay attention to the product status ("Ships in" time). Express shipping only affects the time in transit and not how fast an order is processed..

6. Can you just leave my package on the doorstep?
No, we ship all packages containing "tobacco smoking accessories" with Adult Signature Required. All the smoking accessories that we sell are intended for use by adults age 18 and older so we request the commercial shipper to obtain an adult signature before releasing any package containing adult content (Orders of hemp foods and products only do not require an adult signature). Regardless of the contents, the packaging is plain and the company name is listed only as "OP".

7. How do I know if you shipped my package?
Once we ship your order we automatically send you an email confirming that your order has been shipped and we include your UPS tracking number so you can track your package on-line. Remember, on average we ship within 2-3 business days (Monday through Friday) of an order but this may take longer due to volume or special requests. Please also check the status of the items you are ordering ("Ships in" time).

8. Does it matter if my shipping address is different than my credit card billing address?
Yes, we will cancel your order if your billing information does not verify and you do not respond after being notified. If your shipping information is different than your credit card billing information please include your credit card billing address and phone number in the Billing Address fields on the order form.

9. What should I do if I want a specific color?
If you have a particular preference of color, please let us know in the Special Instructions box, but please realize that it can possibly take longer than the average 2-3 day average shipping time. If it is impossible to fulfill your preference we will contact you.

10. What should I do if I receive my package and something is broken or missing?
If you receive a damaged package or an item in the package is broken the best thing to do is call the appropriate shipping company (UPS is 800-PICK-UPS). Give them your tracking number and explain to them what is wrong. They will pick up the package and return it to us or just take a report over the phone for smaller items. After that is complete we will ship you a replacement. If the package is not damaged but an item is missing then please contact us right away so we can complete your order (throughly check the packing material as many times small items inadvertantly fall under box flaps).

11. What if I want to ship a gift to a friend?
We can handle special shipping requests but it may help if you call us at 800-930-4367 and speak with one of our customer service representatives to make the arrangements. You can also submit your order online and sure to include your correct and complete billing address on the order form.

12. Can you tell me the status of my order?
You can track your Order Status on-line. If there is a problem with your order we will contact you to quickly resolve it. In addition to the online status, we will e-mail your tracking number to you when your package ships.

13. My shipped order is overdue - where is it?
You will be notified as soon as your package ships (if you provide a correct e-mail). Once it has shipped it is best to contact the shipper(UPS, TNT Express etc.) directly. They have the most up to date information about the status of your package and are in a position to make any necessary corrections. Our policy is to wait 7 days before declaring a United States order lost. We wait 10 days for TNT and 30 days for Global Priority shipments outside the United States. If you are not in the United States, and your order shipped by Global Priority you should check with your local postal or customs office, as many times an order is held there. If your order has not arrived within these time frames, contact us and be sure to include your name, e-mail, order number & phone #.

14. Does 1 Percent publish a catalog?
Our catalog is currently located at http://www.1percent.com where you can find the most complete information available on the Internet to help you make an informed purchasing decision, plus up-to-date information on pricing and availability. If you are looking for a wholesale catalog, click here as we have a separate online catalog for your retail store. We no longer print a paper catalog because it is such a waste of trees.

15. Does 1 Percent offer an affiliate program?
We have both an affiliate program for larger sites seeking an additional revenue source as well as a Rewards program for everyone else. Find more details.

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