Customer Service

Refunds & Returns

We will always do our best to assist you in any way possible. With that in mind, our basic policy is this - If you get it and don’t like or want it, we’ll take it back or replace it, minus the shipping charge. But there are a few provisions:

• Returns must be within 30 days of delivery.

• 15% restocking fee may apply. 

• We do not accept returns on the following:

> Pipes that have been smoked or altered/repaired in any way.

> Unsealed tobacco tins, bulk tobacco, and cigars.

> Lighters that have been filled (unless they are defective). Defective lighters must be returned within 30 days of delivery and must be emptied before returning. 

> Coffee - whole bean or ground.

Please note: Requested refunds after 60 days are not guaranteed, and are subject to additional fees at our discretion.

Back Orders & Out of Stock

We will contact you immediately if an item on your order is on back order or out of stock for a substitution option, store credit or refund. If we do not hear back from you within 5 business days, we may issue a store credit or refund, and ship the remaining items on your order, along with adjusting any shipping prices accordingly.

International Orders - Notes & Policies

We welcome and accept International Orders with the following provisions:

All customs forms will be marked with accurate contents and values. 

If this is the first time you are doing business with us, you must make payment in US funds before the order is shipped. Payment options are International Money Order, Western Union or a Verified PayPal account. First time international buyers may be contacted for additional information before the package ships. After we have established a relationship, we may accept other forms of payment. We do not accept checks drawn on foreign banks.


*Please read carefully before ordering*

• All fees and duties imposed by any foreign government are the responsibility of the purchaser and must be paid as demanded by the governing authority. Please be familiar with the laws, policies, and taxes inside your country.

• We will not falsify any Customs Declarations under any circumstances.

• We are not responsible for items confiscated, lost, destroyed, or damaged by any customs department or mail carrier. Once the order leaves our facility, all responsibility for international shipments lies with the purchaser. Packages that go unclaimed or are refused will be eligible for a store credit only, which will be issued once it arrives back to our shop (we do not cover shipping).

Please be aware: If you choose shipping via First Class International, your package is not trackable outside the U.S. We are not responsible for any First Class International packages that are lost, confiscated (by Customs or other) or stolen. Please allow up to 4 weeks for delivery on First Class packages. To see the best results for delivery times, track-ability and follow up, please choose Priority Mail International.

Any & all orders shipped by First Class International are not eligible for a refund if package is: lost, confiscated, refused, stolen, held at customs, or damaged in any way. Customer may receive a partial store credit, minus the shipping charge, once the package returns to our store or is officially deemed "lost" by Cup O' Joes.


Shipping Information & Policies

Shipping charges are based on actual shipping cost by order weight for orders up to $95. Orders over $95 are FREE in the Continental US (Limited to one mailing box, any additional boxes needed will be billed accordingly), with the exception of Value Tobacco, all orders of which include a shipping and handling cost. 

Alaska, Hawaii and International orders will be billed at actual shipping cost by order weight. We ship orders within 24 hours via the most economical method and will advise you promptly of any backorders.

• We cannot ship pipe tobacco or roll-your-own to Maine, South Dakota, Utah, or Washington, and cannot ship cigars to Maine, South Dakota, or Utah (the same as those listed for pipe tobacco and RYO, except for Washington). Beginning July 1, 2023, we cannot ship any tobacco to Hawaii. Pipes and accessories are okay. Orders placed incongruous with these restrictions will be contacted immediately for an alternate shipping address or to refund the item(s).

• Shipments of tobacco to California require an adult signature and an additional $4.99 fee.

• All tobacco shipments must be shipped via USPS or UPS with an adult signature required. We do not ship via Fedex. We do not allow for 3rd party pickup.

• We are happy to announce we now offer DHL International shipping. Please contact us before making an order to arrange for a DHL shipment.

• We offer the following shipping services: USPS Priority Mail, USPS Express 1-2 Day Mail, USPS First Class, UPS Next Day, UPS Ground.

• On all domestic packages, we will use the most economical method to ensure delivery in 5-7 business days - Saturdays, Sundays, and Holidays do not count as business days.

Freight Forwarder Locations: Yes, we do ship to Freight Forwarder locations, with some provisions: Customer may be subjected to additional shipping charges at our discretion. These orders will be subjected to billing information verification, and may require additional details from the customer. Once a package reaches the freight forwarder, we will no longer be held liable or responsible for any damaged, lost, or stolen items.

If you need other shipping arrangements, please call us between 8am and 4pm EST at 1-888-689-6876 or include a comment with your order and we will contact you.

Where Can I Find My Tracking Number?

When your order ships, you will receive an email confirmation with a tracking number. Be sure to check your inbox!

Esoterica & Other Limited Tobaccos

We, as pipe smokers ourselves, want as many people to enjoy limited edition pipe tobaccos as possible. With that in mind, you may see limits on select tobaccos. Those limits apply per day, and another order may be made after 24 hours if that tobacco is still available. If we receive duplicate orders with limited items by one customer, we will remove those items, refund them, and ship the rest of the order (with shipping costs being adjusted accordingly). Thank you in advance for your cooperation!

Payment Method

Payments can be made using any of the following methods: Visa, Mastercard, Discover, American Express, Paypal. 



Internet Inquiries/Orders
• Monday - Friday: 8am - 4pm EST
• 1-888-689-6876
Mailing Address & Returns
Cup O' Joes
600 Perdue Ave
Richmond, VA 23224

Underage Customers

Please note that our Terms of Use, and US tobacco laws, PROHIBIT our accepting customers who are under the age of 21.

When you order from us you confirm that you are of age to do so and are in compliance with the law in your locality. We reserve the right to age-verify at the time of delivery. That means that the delivery person will request proof of age at our request - a request we will make if we suspect you are not of age.


Online order information is encrypted and sent via SSL secure transmission, always with the latest and most secure technology available. If you prefer not to enter your credit card information, please call us at 1-888-689-6876 and we can take your order via telephone.


Your privacy is extremely important to us. We will never sell, rent, barter or otherwise share any of your information with anyone. Your information is used solely by Cup O' Joes for communications to and from you. From time to time we may send you offers via email if we have a special or other information we think you may be interested in. You can opt out of these messages by following the "Unsubscribe" link at the bottom of the email.

To see our complete Privacy Policy, Click Here.