General FAQ
Why Choose Prism?
Prism Water Pipes offers a sleek, customizable design that stands out in any retail display and appeals to a wide range of customers. Their modular build makes them easy to clean, upgrade, and personalize—boosting customer satisfaction and repeat sales. With strong brand recognition and quality craftsmanship, Prism is a smart, stylish choice for any smoke shop, dispensary or boutique looking to stock high-demand products.
Does Prism offer bulk/ wholesale discounts?
Yes. Our base wholesale pricing is 50% of MSRP and distro pricing is dependent on the size of the order. Please reach out to your sales rep with any questions.
How do bundles work?
When ordering a wholesale bundle on our website, you will be receiving 10 pieces of whichever style bong or accessory you choose. If you select an option that includes color, we will send a diverse assortment of our best selling options. When bundling we often extend an additional 10% discount, allowing you to purchase any bundle at 55% off MSRP.
Does Prism work with dropshippers?
Yes, please reach out to your sales rep for more info - wholesale@prismwaterpipes.com
Does Prism offer custom/ white labeled pieces to wholesale partners?
Yes. Custom projects will require a MOQ of 25 pieces, and pricing will be dependent on the styles and colors chosen. For more detailed pricing information, please reach out to your sales rep - wholesale@prismwaterpipes.com
What is Prism's policy around Net Terms?
We suggest before requesting terms, you place at least one wholesale order with us in order to develop a relationship. Should you still be interested in terms by the time of your second order, please fill out our Net Terms application, attached in the resources section of the website. We will review and accept terms on a case by case basis. Please, feel free to reach out to your sales rep if you have any questions or a unique need.
Does Prism provide dedicated account managers for wholesale customers?
Yes. You will have a dedicated Prism sales staff member to help through all order questions and issues.
Does Prism offer after-sales support for customers?
Yes we do. Customers may contact their sales reps with all questions before and after a purchase. We also offer the ability to exchange any active inventory item for another at any point. If you’re interested in a product re-fresh, please reach out to your rep so we can confirm the products you’re interested in trading in are still in active inventory.
What is Prism’s process for onboarding new wholesale partners?
If you are interested in carrying Prism, please create a wholesale account and fill out the requested information. Once we receive your inquiry, we’ll reach back, typically within the same business day, and you'll be able to browse and order through the wholesale portal immediately.
Does Prism offer a physical catalog or product list for wholesale customers?
Prism has a PDF catalog and website portal, but not a physical catalog at this time.
Does Prism offer new product releases or limited editions for wholesale partners?
All new Prism products are available to wholesale partners. Some limited editions will be available. Please check with your sales rep for info on each release.
Product FAQ
What is a modular/custom bong?
A modular/custom bong is a piece where you can swap out different bases, percolators, and mouthpieces to create endless design options. This allows your customers to pick what you have on the shelf, or create their own custom selection by combining any of the pieces you have in stock. Every Prism component fits into one and other with an airtight seal, like a Lego set. It is cleanable, customizable and collectable.
What is the difference between the Prism MINI and Prism Classic?
The Prism MINI is a more compact version of the Prism Classic, offering everything our users love about our flagship classic line in a more compact package! It stands at 10.5” to 13.7”, whereas the Classic (single stack) stands between 13.7” and 17.8”, depending on the mouthpiece used. The mouthpiece diameter is 32mm (1.25”) diameter mouthpiece, while the Prism Classic has a 2” diameter mouthpiece for a larger feel. Its unique size format and price point make MINI one of the most accessible starting pieces for new smokers, but provide the function veterans expect.
Are the Prism MINI and Prism Classic bongs compatible?
Not at this time. The Prism MINI line is overall smaller so the threads, downstems, and MINI halo connectors are a different size than our Prism Classic line. To see what Prism MINI is compatible with, check out our MINI collection’s product description.
How does a Prism custom bong connect together?
The Prism system uses a threaded glass and aluminium to tightly secure each piece of glass together with an attachment called the Halo Connector. Our Halos have dual threading on the interior of each end that allows for glass to be threaded securely into place. Inside the Halo is a smoke-safe silicone gasket making a perfect airtight/watertight seal. Check out our assembly video for more info.
What are the Halos made out of?
The Halos feature an anodized aluminum body, two precision molded plastic threads on either end of the interior, and a smoke-safe silicone gasket in the middle to ensure an airtight/watertight seal.
How do the Halo Connectors work?
Simply twist one glass piece onto one of the Halo Connector ends, then twist another piece of glass onto the opposite end of the Halo until both ends are secure. Just like a bottlecap or jar lid. Once both ends are fully twisted together, you will not be able to wiggle or move either piece of glass. For more details, check out our assembly video.
How thick is Prism glass?
All of our bong bases and mouthpieces are made of high end 7mm borosilicate glass. So it’s thick! All percolators and bent mouthpieces are made from 5mm borosilicate glass due to the detail work within the percolators.
What bases do the 14mm bowl fit in?
The 14mm bowl or banger works for our Classic Prism beaker, straight tube, and Klein Incycler bases. Along with the Prism MINI beaker, honeycomb, and straight tube bases. For more compatibility questions, please view our compatibility chart.
What bases do the 18mm bowl fit in?
18mm bowls or bangers work with our Classic Prism percolated beaker and honeycomb bases.
What size bowl does the Prism MINI use?
All Prism MINI bases accept a 14mm bowl or banger.
What size downstem does the Prism MINI use?
The Prism MINI line uses the MINI downstem that is 120mm long.
Do the Prism Ash Catchers work with the Prism MINI?
Yes, all the Prism ash catchers are compatible with both the Prism MINI and Prism Classic. All Ash Catchers sold on our website will have the compatible products included in their product description.
Do the Prism Cleaning Caps work with the Prism MINI?
Yes, all the Prism cleaning caps are compatible with both the Prism MINI and Prism Classic. Additionally, our cleaning caps fit on most other brands of waterpipes as well.
Do the Prism bangers work with the Prism MINI?
Yes, all the 14mm Prism bangers are compatible with both the Prism MINI and Prism Classic.
Are there percolators for the Prism MINI?
No, at this time, there are no percolators available for the Prism MINI.
Marketing FAQ
Does Prism offer any training or provide educational materials for clerks?
Yes, your sales rep can walk through selling points and FAQs over a zoom call with your team. Should you be interested, we can also provide a 2 sided pricing document helping your staff to easily price out any combination of our products, and offer information more generally on the Prism system to your customers.
Does Prism provide promotional swag and display items for my shop?
Prism has a marketing package that can be purchased at check out that includes 3x5 about us cards, stickers, and 8 1/2x11 how to’s, and more in the works!
How can I get my shop featured on Prism's socials?
Just tag Prism on any social platform and we would be happy to repost your post or story! We are active on Instagram, Facebook, X, Snapchat, Reddit, Pinterest, and Discord!
Does Prism plan to offer a store locator?
Not at this time, but we hope to quite soon. Please make sure to include as much information about your shop as possible when filling out your wholesale application, and we’ll be sure to port that info over once it’s live.
Does Prism offer social media assets or content for promoting products?
Yes, we have a treasure trove of lifestyle and product photography, with videos too. Please contact your sales rep for more info.
Does Prism offer in store displays?
Not at this time. Please inquire if you are in need of store displays to see what we can offer.
Can I partner with Prism for pop-up shops or events?
Yes, as long as our team is free and available to assist! For any event you’re hoping to hold with Prism’s involvement, please submit a brief description of what you’ll be doing, when it will be taking place, and where. We will get back to you in a timely manner and let you know if we’re able to assist!
Customer Service FAQ
What is Prism's customer support email?
Please contact support@prismwaterpipes.com for all wholesale customer support inquiries or reach out directly to your sales rep.
What are your customer service hours of operation?
Our shop and customer service hours of operations are Monday through Friday, 9 am to 5 pm (East Coast Standard Time). We are closed on weekends and holidays. However, feel free to reach out on IG at any time and they will try to help you as best as they can.
Why do I have multiple charges pending from Prism when I placed one order?
Sometimes cards error out or are declined for a few different reasons. When this happens, the bank holds the funds until they determine the order is not going through. Typically it takes 2-3 business days for the funds to be returned. If funds are not cleared, please contact your bank.
My order was declined, but my card was still charged. What should I do?
Sometimes banks will place holds on a card. If this is the case, please wait a few days to see if the hold(s) are dropped. If they are not, contact your bank for further assistance
Shipping FAQ
How much is shipping?
Prism’s standard rate is 8% flat rate for all non palletized orders. Pallets size/ distribution orders are based on weight and quantity.
Where does Prism ship from?
Prism ships from Philadelphia, PA.
What is the average lead time on a wholesale order from Prism?
The average lead time varies based on the size of the order, but ranges from 3 days - 2 weeks. If you have a hard “need-by” date you’d like us to be aware of, let us know, and we’ll make sure to have your product in hand by then.
Does Prism ship internationally, and what are the associated costs?
Yes, it ships to select countries around the world. Please contact wholesale@prismwaterpipes.com to confirm if your country is on our approved shipping list. Each country has different rules and regulations.
Can I expedite my wholesale order for an additional fee?
Yes, and often without any fee attached. Please contact your sales rep to confirm the price and timeline of any order, and we’ll do our best to get it to you when you need it. Should you have any hard need-by dates you’d like us to be aware of, we will make sure to keep you informed every step of the way.
What shipping methods does Prism use?
Prism uses USPS and UPS standard and expedited shipping. We use a freight forwarder for larger orders.
How do I track my order?
Once your order has shipped, you will receive a shipping confirmation e-mail with tracking. Use the tracking number in that email to track your package. If you cannot find your shipping notice email, check your spam folder or log into your Prism wholesale account for the shipping information.
My tracking info doesn't work, what should I do?
If you've just received your shipping confirmation e-mail with tracking, but the tracking information is unavailable, please wait 24 hours before checking for an update. Sometimes there is a delay between an item shipping from our warehouse and being scanned into the shipper’s system. If after 3 business days from receiving your tracking number you still have not seen a tracking update, please contact support@prismwaterpipes.com and/or your sales rep.
My package is marked delivered, but I cannot find it. What should I do?
Contact the shipping provider and check with them on the whereabouts of the package. If it has been stolen, you will need to file a claim with the shipping provider and then contact support@prismwaterpipes.com and/or your sales rep once the claim has been accepted.
Returns/Refunds FAQ
Does Prism accept returns?
If you ordered an item and wish to make a return, you must contact us within 7 days of receiving your order. Please contact support@prismwaterpipes.com and/or your sales rep and provide your order number and the names of the piece you wish to return. We will require you to pay to ship the item back to us unused and still in its original packaging.
Can I cancel or change my order?
Yes, as long as the order has not been shipped OR it was not a custom branded decal. All custom branded decal orders are final sales.
Can I make an exchange?
If you ordered an item and wish to make an exchange, you must contact us within 7 days of receiving your order. Please contact support@prismwaterpipes.com and/or your sales rep and provide your order number and the piece you wish to exchange your original piece with. We will require you to make a new purchase of the piece you would like, and we will process the return item once it is received by Prism. We will require you to pay to ship the original item back to us unused and still in its original packaging. However, we will cover the return shipping of your new piece unless of course you choose to pay for priority shipping.
What should I do if my order is missing or has an incorrect item?
First off, we are sorry to hear if we missed an item in your order. We do request before you contact us, you double check all packaging and the box for the missing item, as we do our best to maximize space in each box to save you on shipping. If you can still not find it, please contact support@prismwaterpipes.com and/or your sales rep.
What should I do if I receive a broken item?
If your order arrives broken or damaged, please contact support@prismwaterpipes.com and/or your sales rep with a description of the issue, along with photos and or videos, and your order number. We ask that you let us know about any breakage within 3 days upon receiving your order. Once customer service has reviewed the issue, either a replacement or store credit will be provided. Please dispose of all broken glass carefully and responsibly. Prism is not liable for any harm inflicted by broken glass products.
How long does it take for a refund to process?
All refund funds should return to your bank account within 1-3 business days from Prism refunding the order. If you are awaiting a refund, but haven’t received it yet, first double check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@prismwaterpipes.com and/or your sales rep.
Where is my refund?
All refund funds should return to your bank account within 1-3 business days from Prism refunding the order. If you are awaiting a refund, but haven’t received it yet, first double check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@prismwaterpipes.com and/or your sales rep.
How long does it take for a refund to appear on my credit card?
Refunds normally post within 1 - 3 business days, though individual bank policies may result in additional delays. We recommend waiting at least 5 business days before contacting us or your bank to inquire about a refund credit.
How do I track my order?
You should have received a shipping confirmation e-mail stating your order is complete and out for shipping. Use the tracking number in that email to track your package. If you cannot find your shipping notice email, check your spam folder. Or please email support@prismwaterpipes.com and/or your sales rep.
Is there a warranty on products?
There is not a warranty on Prism products, however, if there is a defect in the product, Prism will gladly replace the item at no charge once proof is provided.