Contact Us

Welcome & Service Scope
Welcome to MySmokePipe. Based in the United States, we are a dedicated international online retailer specializing in classic wood, briar, and corn cob smoking pipes and accessories. We are proud to extend our services and supportive assistance to pipe collectors, smoking enthusiasts, and traditional wooden and corn cob pipe lovers across Australia. Our collection is curated with meticulous attention to detail, focusing on providing comprehensive specifications and detailed descriptions so that you can confidently choose the correct pipe for your collection.

By focusing purely on e-commerce, we are able to display a diverse selection of traditional designs and materials to our global audience. We are committed to making your international purchase simple and secure, offering reliable information and helpful support throughout your shopping journey.

Fast-Track Resolution

To help us handle your inquiries as efficiently as possible, we have established a fast-track process for different types of questions. If you are contacting us about an order that has already been placed, you must include your Order Number (which is provided in your email confirmation) and the full name used during checkout. Providing these details allows us to access your purchase records instantly, verify transaction status, and resolve issues without unnecessary delays.

For inquiries regarding shipments that seem to be delayed or package damage occurred during transport, please include the tracking number if you have received one. If you are inquiring about specific product specifications, such as bowl diameter, weight, or wood type, please mention the exact product name or model from our store. This helps our support team provide accurate answers directly, ensuring you receive the precise information you need.

Professional Contact Channels

We offer two primary ways to reach our support team. We encourage using email for general questions and detailed order issues, while our phone line is available for immediate inquiries during our business hours.

Email Support: You can write to us at Customer@mysmokepipe.com at any time. We monitor our inbox continuously and aim to respond to all inquiries within 1-2 business days. If you do not see a response in your inbox within this timeframe, please check your spam or junk folder, as emails are occasionally misrouted by email filters.

Phone Support: You can reach our support team by calling +1 (757) 651-7348. Please note that as our corporate operations are located in the United States (EST/EDT time zone), there is a significant time difference for customers calling from Australia. We highly recommend checking local times to ensure you call during our active hours, or contacting us via email for a convenient, seamless response.

Address Details: Our corporate headquarters mailing address is 3539 LONGWOOD DR, SMITHFIELD, VA 23430, USA. Please note that this is an administrative office and we do not operate a physical retail storefront or accept walk-in customers. Additionally, we do not accept returns or mail-in packages at this physical address without prior authorization, as return shipments must be routed to our specific returns warehouse using an authorized label. Due to the relocation of our headquarters to the Commonwealth of Virginia, all transactions, policies, and legal agreements are governed by the laws of Virginia, without regard to its conflict of law principles.

Business Hours

Our support staff is active during standard business hours in the United States (EST/EDT time zone). All inquiries, emails, and phone calls are processed on this schedule.

Monday to Friday: 9:00 AM – 6:00 PM EST/EDT (Approx. 11:00 PM – 8:00 AM AEST Tuesday to Saturday for Australia)

Saturdays, Sundays, and US Public Holidays: Closed

Please be aware that any messages or phone calls received outside these active hours, or during major public holidays, will be reviewed and answered on the following business days. We appreciate your patience during weekends and holiday periods.

Returns & Exchanges Notice

If you need to return a product, please review our Refund Policy for complete instructions. Before returning any items, you must contact us at our support email to request a Return Merchandise Authorization (RMA) code. Returning packages without a pre-approved RMA code may result in significant processing delays. Please contact us first so we can provide you with the correct return warehouse address and international shipping instructions.

Our products are designed to meet general quality standards. If you receive a product that is damaged or defective upon arrival, we are responsible for the return shipping fees and will assist you in obtaining a replacement or refund. For change of mind returns, the item must be returned to our designated returns address in resale condition.

Send Us a Message

For your convenience, we also provide a contact form directly on our website. You can use this form to send a quick message regarding product availability, care tips, or order support. Simply enter your contact details and message, and we will get back to you via email.

Please double-check the spelling of your email address before submitting the form. A single typo can prevent our response from reaching you. We value your feedback and look forward to helping you enjoy your smoking pipes.