01. Start here
Thank you for your order.
Really, thank you. Every DART is picked, inspected and packed by hand by a small team in California, and we know that waiting on something you are excited about is the hardest part. We appreciate your patience, and we do not take it for granted.
We built this page so you can get your answer right now instead of waiting on us. Almost everything people write in about is covered below, including where your order is and what your tracking is actually telling you.
And if your question is not here, we would genuinely love to help. The form at the bottom of this page goes straight to a real person on our team.
We reply within 48 business hours. Including your order number is the single best thing you can do to get a real answer on the very first reply.
02. Order status
Where is my order?
Your tracking says "Label created" and hasn't moved. What does that mean?
It means we've printed your shipping label and your order is queued for carrier pickup. It does not yet mean the carrier has scanned it.
Orders are processed within 5 business days of being placed. Tracking often goes quiet during that window, then jumps forward once USPS or UPS scans the package into their network. Nothing is lost, and nothing has gone wrong.
Please write to us if it has been more than 7 business days since you got your tracking number and there is still no carrier scan. That is the point where we go find your package.
| Processing time (all orders) |
Up to 5 business days |
| US delivery, after processing |
2 to 5 business days (USPS) |
| International, after processing |
14 to 21 days (GlobalPost), 2 to 5 business days (UPS) |
| Support reply time |
48 business hours |
Find your tracking number
- Check your inbox for the email subject "Your order is on the way". Your tracking link is in it. Check spam and promotions.
- Or sign in at your account and open the order.
- Express shipping speeds up transit, not processing. A 5-business-day processing window still applies.
03. Resources
Guides, videos and policies
DART on YouTubeSetup, loading, cleaning and product walkthroughs.
How to use the DART ProFilters, loading, disassembly, and what's in the case.
Cleaning your DARTKeep the airflow and the finish in good shape.
Shipping policyDomestic, international, duties, and package protection.
Returns and exchanges30-day window, condition requirements, exchange process.
Guides and articlesHow to pack a chillum, clean a one-hitter, and more.
04. Frequently asked
Questions we answer every day
Orders & shipping
Why does processing take up to 5 business days?
Every order is picked, inspected and packed by hand in California. Five business days is our stated ceiling, not our target. Most orders leave sooner. Business days exclude weekends and holidays, so an order placed Friday afternoon starts its clock Monday.
My tracking number isn't working. Is it real?
It is. A tracking number goes live the moment the label is generated, but most carrier sites return nothing until the first physical scan. Give it until the end of the processing window. If there's still no scan after 7 business days, use the form below with your order number and we'll chase it.
I paid for express shipping. Why hasn't it shipped?
Express upgrades the carrier speed once the package is in transit. It does not skip the processing queue. Total time is processing plus the express transit time you selected.
I entered the wrong address or email. Can you fix it?
Usually, if the order hasn't been packed yet. Use the form below right away, put your order number in, and give us the corrected details in full. Once a label is printed we can no longer change the destination. At that point the package has to run its course and come back to us before we can reship.
My package was returned to sender. What now?
Write in with your order number and the corrected address. Once the package is back at our facility we'll reship it. Let us know before it arrives so we can flag it and turn it around faster.
Changes, cancellations & refunds
I ordered the wrong thing, or added something by accident. Can I change my order?
Yes, if it hasn't shipped. Use the form below with your order number and tell us exactly what to remove, add or swap. Once a shipping label exists the order is locked, and the fix becomes a return or an exchange instead.
I was charged twice, or my order duplicated.
Send us both order numbers through the form. If it's a genuine duplicate we'll cancel one and refund it in full.
Can I return something?
New, unused items in original packaging can be returned within 30 days of delivery. Return shipping is the customer's responsibility and original shipping costs are non-refundable. Start the return through the form below. Full terms are on the
Returns & Exchanges page.
My item arrived damaged or defective.
We're sorry, and we'll make it right. We cover the full cost of replacing a defective item. Use the form below with your order number and a description of the fault. We'll reply asking for a photo, and having one ready will save a round trip.
I forgot to use my discount code.
Send us the code and your order number through the form before the order ships and we'll do our best to apply it. Codes cannot be applied to orders that have already shipped.
Lost, stolen or missing
My DART Pro is missing from the case.
Check the case pocket first. The Pro ships seated inside the interior pocket and is easy to miss on the first open. If the pocket is genuinely empty, write in with your order number and we'll sort it.
Something is missing from my package, or the box arrived empty.
Tell us through the form what's missing and include your order number. A photo of the packaging and the packing slip helps us resolve it in one pass. If the box shows damage or tampering, that's a package protection claim, covered below.
My package is lost or was stolen. How do I file a claim?
Navidium Package Protection covers lost, stolen and damaged packages and is added at checkout by default. Claim windows:
- Marked delivered but missing: file after 5 days and before 15 days from the delivery date. A police report may be required for theft.
- Presumed lost (never marked delivered): file after 7 days (20 days international) and before 30 days from the shipment date.
Use the form below, select "Lost, stolen or damaged package", and include your order number and whether it's lost, stolen or damaged. Approved claims are replaced or refunded.
Product & how-to
How do I use the DART Pro? How do the filters go in?
Which DART models take a filter?
The DART Pro and DART Pro Titanium are the only pipes built around the filter system. The original DART one-hitter and the DART Plus are not. Product pages list filter compatibility under specifications.
Where do I buy replacement parts and filters?
How do I clean my DART?
International
Do you ship internationally, and what will it cost me?
We do. GlobalPost delivery runs 14 to 21 days after processing, and UPS runs 2 to 5 business days. International orders may be subject to duties and customs fees, which are the customer's responsibility and are not collected by us. Package protection is required on international orders.
Wholesale, press & partnerships
I want to carry DART, or work with you.
Wholesale inquiries go through our
wholesale application. Press, creator and partnership inquiries go to
info@thedartco.com. The form below is for customer orders only and partnership pitches sent there will not be answered.
05. Still need help
Contact our team
If your answer isn't above, fill out the form below. It reaches a person on our support team directly, and we're glad to help.
Before you submit
- Include your order number. Without it we can't look anything up, and the reply gets slower for everyone.
- Use the email address you ordered with, or tell us which one you used.
- For damaged, missing or wrong items, say so clearly, since we'll reply asking for a photo.
- One submission is plenty. Sending several actually moves you to the back of the queue.
We reply within 48 business hours. Thank you again for your patience.
