FAQ
Account
How Do I Register for an Account?
Simply head on over to https://www.dragoncarte.com
Can I update my account password?
Yes! Just let our customer services team know and they'll send a reset password email right to you.
Do you accept PayPal?
We do not accept PayPal due to their restrictions on tobacco, glass pipes and functional glass art. There are no exceptions to this, for PayPal has restrictions on all smoking products and accessories. Sorry about the inconvenience.
We also do not accept pre-paid Visa gift cards (the ones without a CVV authorization code.)
What will appear on my billing statement?
"dc.com" will appear on your statement.
Can you cancel my order?
As long as the order has not already shipped, we can cancel your order. If the order has already shipped, you can refuse the package and it will be sent back to us, then we'll treat it like a returned order. Please let us know in advance, that way we will be able to handle your return much faster when it arrives back to us. For credit card refunds, we do not charge processing fees but there is a 3-10 business day processing time depending on your banking institution. We can also refund in the form of an in-store gift card that you can start using immediately!
What currency are prices listed in?
All prices are listed in U.S currency (USD).
Why does my confirmation email not have a tracking number?
Your confirmation email is simply to let you know that your card went through and that our system received your order. It is also to serve as a double check of all the items that you wanted, with their appropriate colors and joints. You will receive a separate e-mail as soon as our team process on your shipment and put a label on that box
International Returns
All International purchases are final.
I want to return a piece
We accept returns on all unused products, as well as electronics within their original, unopened packaging. If the product has been used, even just once, we cannot accept a return. No exceptions.
Items to be returned must be reported as soon as possible after delivery. We will need a photo of the unused item or the unopened box before we can issue you a pre-paid return label.
At this time, our current shipping solution does not allow for us to generate pre-paid shipping return labels for our international friends.
All International Purchases are final.
- Take a photo of your unused item and upload it to our customer service form.If you have any issues with uploading the photo, e-mail it directly to us at mahendra_rox@.com. Please include a brief reason for the return so that we can work to better improve our products.
- Next, you'll receive a pre-paid label from our support team. Once you've received your shipping label from our customer support team, simply pack up your item(s) in the packaging materials and box it came in. Secure the pre-paid shipping return label to the box, and drop it off at your nearest postal office. We cover all shipping to and from for our customers!
- When our team has received your return, we can either perform an even exchange with a different product, or if you'd like, we can reinstate the full amount in store credit to use as you see fit!
Credit card refunds can only be arranged by special request. Credit card refunds can only go to the card used at the time of purchase.
All you have to do is send us a photo & pack up and drop off your return. Then, it's all in our hands as we prepare your credit or product exchange for you.
At this time, our current shipping solution does not allow for us to generate pre-paid shipping return labels for our international friends.
How do you ship your packages?
At Dragon Cartel, we understand our customer's concerns about privacy and discreet packaging. For your privacy, everything we ship will be through plain cardboard boxes or USPS Priority boxes, without mentioning Dragon Cartel, glass pipes or smoke ware.
However, "Dragon Cartel" will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.
Dragon Cartel reserves the right to add a signature requirement to any order at our discretion for security reasons.
How do I contact you?
The easiest and quickest way to get a response would be sending email to mahendra_rox@hotmail.com
For Dragon Cartel Online [any and all web orders] please call: (503) 913 - 5303. Our warehouse staff works Monday - Friday 9am to 6pm PST.
Do you have wholesale?
Dragon Cartel is also a wholesaler.
Please contact mahendra_rox@hotmail.com for more details.
I got an out-of-stock notification, what do I do?
This isn’t frequent occurrence and we are really, really sorry. If the item that you wanted went out of stock after you purchased it, we can swap the item for something else or issue you store credit so that you can select whatever you want. If there is absolutely nothing else that you want, we are more than happy to issue you a credit card refund.
I recently placed an order and my tracking number is not being found by the carrier website?
Just got your tracking e-mail, and the link says "tracking number not found" Once your order is completely packaged up, our shippers print out & assign you a shipping label. RIGHT at that exact moment, our system sends you an e-mail with confirmation of that tracking number. The tracking number will not be valid until our shippers hand over the package to the postal carrier, and the postal carrier scans in the package to their system. Check back again a few hours later, tracking should appear within 12 hours of you receiving your tracking confirmation e-mail. If it has been over 24 hours since you received your tracking e-mail, and your tracking link is still not valid, please give us a call.
Can you hold this item for me?
Unfortunately, we do not hold or reserve items.
Why is my package taking so long?
It typically takes our shippers 1-3 business days from the time that you place your order, until the time that they get your package all wrapped up, quality checked, and ready to go out the door.
On rare occasions our processing time may temporarily increase to 2-4 business days. If it has been longer than 3 business days (excluding Saturday, Sunday and national holidays - mail does not ship out on these days), and you have not yet received a tracking number, please give us a call immediately.
My package says delivered but I can't find it
If your tracking information shows that your package was delivered, but you can't find it:
Within 36 hours of expected delivery:
- Look around the delivery location for your package
- Look for a notice of attempted delivery around your door, mailbox, or typical delivery area
- See if someone else accepted the delivery (a neighbor, roommate, ect.)
- Verify the shipping address
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
- Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival.
If it's been more than 36 hours after you received the package delivery notice, give us a call. Usually, the postal carrier is able to locate your package, but either way our support staff will be there to help you.
How can I track my package?
After your package is processed during our 1-3 day processing time, the shipping service will pick up your package. You will receive a tracking number via the email you provided at checkout, which you can use to track your package. Please be aware that it may take 24 hours after the tracking number is received for the link to go live. You can also use our track your order tool to check the exact stage that your shipment is at.
Can I upgrade my shipping?
Yes if it is still within 24 hours and the shipment is not already shipped to you. Give us a call and let us know you need to speed up your shipping. One of our staff members will set up a faster shipping speed (whatever your preference is), and take your payment over the phone, or e-mail you a link to complete on your own.
Your package will go out with your newly selected shipping speed preferences.
Can I update my address?
Only the original person who placed the order (the cardholder) can update the address. As long as the order has not shipped, we are able to update your address. Give us a call or send us an e-mail (from the e-mail address associated with the order) with the order name & the correct address that you are looking to ship to. If you are looking to change shipping states, or shipping countries, additional information may be needed to prove that you are the cardholder associated with the order.
If the order has been shipped, we are unable to update your address.
What countries do you ship to?
Currently we ship to
United States, Spain, United Kingdom, Germany, France, Canada, Netherlands, Poland, Denmark, Italy, Switzerland and few more. If your country isn't on the list send us an email and we'll see what we can do for you.
- Choosing a selection results in a full page refresh.