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Q: How to use Phoenix Star glass bong?
A: Fill your bong with water, making sure it covers the downstem and all the slits of the percs to ensure proper filtration. Pack the bowl with the right amount of flowers or other herbs, light it up, and take that smooth hit. If you're using a glycerin coil bong, make sure to freeze the coil top for 1-2 hours before use. For more details, check out the FAQs About Glycerin Bongs.
A: The water level really depends on your personal preference, but to ensure good filtration, make sure the water covers the slits of the perc and downstem by about 1-2 cm. From there, if you want better filtration, you can add more water as long as it's not splashing your lips. but keep in mind that increases drag. It's all about finding that sweet spot between filtration and drag, so feel free to experiment until you find the right water level.
Q: Can I get a replacement part from you?
A: Yes, we offer replacement parts such as tops, bottoms, or other accessories for your broken bongs and pipes. You can find these on our Glass Accessories page. Alternatively, you can email our customer service with a photo of the product or its SKU, and we’ll provide suitable solutions.
Q: What if my package from Phoenix Star arrives broken or damaged?
A: We offer free replacement for broken or damaged pieces during shipping. For more details, check our Replacement Policy page.
Q: How long should I freeze the coil, and is there a risk of it breaking if I forget to take it out?
A: We recommend freezing the coil for 1-2 hours for optimal cooling, though shorter times work if you just want a quick session. If you use your glycerin coils often, it's perfectly fine to leave them in the freezer. Unlike water, glycerin doesn’t expand or contract as it freezes, so it won’t put extra pressure on the glass.
Q: Can I request after-sales service if I purchased the product from a local shop?
A: We recommend contacting the store where you purchased after-sales service. If you purchased the product directly from our website, feel free to contact us. As a general rule, always reach out to the original seller—whether it’s a local store or our online shop.
Q: How much is the shipping cost?
A: For U.S. orders, we offer free shipping via USPS.
For international orders, we provide free shipping via DHL Express for orders over $300. For orders under $300, a $40 shipping fee will apply.
Note: If your address is considered a remote area within DHL's delivery range, we may contact you to arrange additional shipping fees or switch to an alternative shipping method. Please note that wholesale orders are not eligible for free shipping.
Q: How long is the delivery time?
A: Once your order has been shipped, the delivery time depends on the shipping method:
- USPS (U.S. orders): Approximately 13–20 business days.
- DHL Express: Approximately 5–10 business days.
Shipping times may vary based on conditions, but rest assured, we monitor your order until it is delivered.
Q: Can I pay extra for faster shipping?
A: Yes! Please send us your order number, and we’ll check the available options and update the shipping cost for you.
A: Once your order has shipped, you’ll receive an automatic email with your tracking number. If the tracking info isn’t available immediately, don’t worry—your package is still being processed by our shipping carrier. Just allow a few days, and you’ll be able to track its journey.
Q: Why can’t I find my package information on USPS?
A: For website orders, we work with shipping agents rather than directly with USPS. Parcels are first sent to our shipping agent, who helps deliver them to the U.S. Once the parcel reaches your country, USPS takes over. You can track it at https://t.17track.net/en, or feel free to ask us to check the status for you.
Q: How do I update my billing or shipping address?
A: Log in to your account and navigate to the "Manage Address Book" section.
To update your billing address:
- Select "Your Billing Address."
- Edit the information and click "Save."
To update your shipping address:
- Select "Your Shipping Address."
- Edit the information and click "Save."
Note: If you need to change the shipping address for an order that has already been paid, please email our customer service with your order number and the updated shipping address. We’ll assist you in making the changes.
