Contact | 800-930-4367

Frequently Asked Questions

Please check the most frequently asked questions below before contacting us:
 1. Is my personal information secure and do you promise not to sell it to other companies?
 2. How long will it take for my package to ship?
 3. I am ordering to my work address. Is the packaging discreet?
 4. What is an order number?
 5. Do you offer express shipping?
 6. Can you just leave my package on the doorstep?
 7. How do I know if you shipped my package?
 8. Does it matter if my shipping address is different than my credit card billing address?
 9. What should I do if I want a specific color?
 10. What should I do if I receive my package and something is broken or missing?
 11. What if I want to ship a gift to a friend?
 12. Can you tell me the status of my order?
 13. My shipped order is overdue - where is it?
 14. Why was my Credit Card order declined?
 15. How do I pay with Bitcoin?
 16. Does 1 Percent publish a catalog?
 17. Does 1 Percent offer an affiliate program?

 


1. Is my personal information secure and do you promise not to sell it to other companies?
Yes, your personal information is safe with 1 Percent and we do not share that information with anyone. Our customers are vital to our success and we value the importance of safe and confidential on-line shopping. You can read more about our 22+ year commitment to your privacy in our Privacy Policy.


2. How long will it take for my package to ship?

Most packages ship within 24-48 hours from the time an order is placed. Sometimes it just takes a little longer to verify new customers or there are problems with information submitted that needs to be corrected. On average figure we ship within 2 business days of an order and you should receive it within 2-5 business days depending on where you're at and the shipping service chosen. Specific ship times are now posted next to each product as well. You can also check your order status online if you entered a password at checkout.


3. I am ordering to my work address. Is the packaging discreet?

Packaging is plain, the return address is listed as only 1% and there is no mention of the contents. In over 2 decades of shipping to offices everywhere, we have yet to hear of a single incident.


4. What is an order number?

Your order number is the 8 digit number that is sent to you in your order confirmation email. The 8 digit order number (beginning w/1P...) is one of the quickest methods of locating your order and finding information to help access your account. Check your order status online using your email address and password chosen. This is not your tracking number.


5. Do you offer Express Shipping?

Yes, we offer UPS Next Day, 2nd Day and 3 Day Select in addition to standard Ground shipping. These express options can be expensive due to the size and weight of a package so keep in mind most of the East Coast is reached within 1-2 days by regular ground and the rest of the country is from 3-5 business days (delivery schedule). If you are still interested you can select from a number of Express options on the order form. The corresponding price for each service is listed. Please pay attention to the product status ("Ships in" time). Express shipping only affects the time in transit and not how fast an order is processed; especially if the item you want is not in stock..


6. Can you just leave my package on the doorstep?

Generally no for first time customers, as we ship packages containing "smoking accessories" with an Adult Signature Required. Most of the products that we sell are intended for use by adults age 18 and older so we can request the commercial shipper to obtain an adult signature before releasing any package containing adult content (Orders of hemp products only do not require an adult signature as do many USPS packages but we still sell only to 18+). Regardless of the contents, the packaging is plain and the company name is listed only as "1%".


7. How do I know if you shipped my package?

Once we ship your order we automatically send you an email confirming that your order has been shipped and we include your tracking number so you can track your package on-line. Remember, on average we ship within 1-2 business days (Monday through Friday) of an order being received but this may take longer due to verification, volume or special requests. Please also check the status of the items you are ordering ("Ships in" time). We'll always do our best to let you know about any issues as soon as possible to avoid delay.


8. Does it matter if my shipping address is different than my credit card billing address?

Yes but we can work with you. If your shipping information is different than your credit card billing information please include your exact credit card billing address and phone number in the Billing Address fields on the order form. If everything verifies it's all good. If it does not we'll be in touch to fix it and get your order moving again.


9. What should I do if I want a specific color?
If you have a particular preference of color, please let us know in the Special Instructions/Comments box on the order form. If it is not available or may delay your order more than a day or two to match your preference, we will contact you and provide options.


10. What should I do if I receive my package and something is broken or missing?

All packages from 1 Percent are insured against damage or loss. If you receive a damaged package or an item in the package is broken the best thing to do is get in touch with us and we'll get to work.
If the package is not damaged but an item is missing then please contact us right away so we can complete your order (please thoroughly check the packing material as many times small items inadvertently fall under box flaps or are in wrapped in recycled kraft paper).


11. What if I want to ship a gift to a friend?

We can handle special shipping requests but it may help if you call us at 800-930-4367 and speak with one of our customer service representatives to make the arrangements. You can also submit your order online and sure to include your correct and complete billing address on the order form as well as their shipping address. Special requests for no invoice are available.


12. Can you tell me the status of my order?

You can track your Order Status on-line. If there is a problem with your order we will contact you to quickly resolve it. In addition to the online status, we e-mail your tracking number when your package ships (these go out in the evening).


13. My shipped order is overdue - where is it?
You will be notified as soon as your package ships (if you provide a correct e-mail). Once it has shipped it is best to use tracking with the correct shipper (UPS, USPS, Same Day, etc.) directly. They have the most up to date information about the status of your package and are in a position to make any necessary corrections. Our policy is to wait 10 days before declaring a US order lost and begin tracing via the service provider. For USPS Priority International shipments outside the United States they ask we wait 30 days. If you are not in the United States, and your order shipped by Priority International you should check with your local postal or customs office, as many times an order is held there. If your order has not arrived within these time frames, contact us and be sure to include your name, e-mail, order number & phone #.


14. Why was my Credit Card order declined?
There are a number of reasons why a credit card order may be rejected on 1 Percent. These may include:
#1 An incorrect Expiration Date was used
#2 An incorrect Security Code was entered for the order
#3 An incorrect Billing Address supplied
#4 Insufficient Funds available for the order, credit limit exceeded and/or card cancellations
#5 Fraud Screen Hold. Some banks will randomly stop out of state orders from going through unless you call and say it's OK

Note that when a credit card order is rejected on 1 Percent, it is possible that funds for the order may be held by the cardholders bank for up to two business days after the decline occurs. Please contact your bank directly for additional details on declined orders as we do not have access to your account. Also if you get declined a few times and there are no issues with balance and information supplied, call the service number on the back of your card. The transaction is most likely being blocked by them and repeatedly trying doesn't help. They will usually unblock the transaction while you're on the phone and your order can be submitted without further issue.


15. How do I pay with Bitcoin?
We've previously automated Bitcoin transactions but recently determined it was best to manually process these requests. If you want to use Bitcoin just contact us and we'll provide instructions then invoice you for the amount (via Bitpay) once all details are worked out. Contact us and we'll explain the process step by step.


16. Does 1 Percent publish a catalog?
Our catalog is currently located online where you can find the most complete information available on the Internet to help you make an informed purchasing decision, plus up-to-date information on pricing and availability. If you are looking for a wholesale catalog, click here as we have a separate online catalog for your retail store. We no longer print a paper catalog because it is such a waste of trees.


17. Does 1 Percent offer an affiliate program?
We have both an affiliate program for larger sites seeking an additional revenue source as well as a Rewards program for everyone else. Contact us for more details.

 

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