FAQ from LDG

Frequently Asked Questions

What do I do with a broken Savinelli, Peterson, or Rossi pipe or Kiribi lighter in need of repair?

We'll gladly evaluate your pipe or lighter for repair or replacement. Briar smoking pipes are a wood product, so there are of course variances from pipe to pipe, but if your product fails and you think it might have been due to some sort of defect, then please send it our way to the attention of "LDG Returns."

I need a new stem for my Savinelli, Peterson, or Rossi pipe. Can you help me?

We can! Simply send us an email at [email protected] and include all necessary information about your pipe. If you include a picture, that's a bonus. We will get back to you with a quote for the cost of your repair. If you accept our quote, you can send us your pipe, along with payment for the repair, and we will return the pipe to you once it's ready. We perform most repairs in-house with authentic Savinelli, Rossi, and Peterson mouthpieces, and this process usually takes 1-2 months.

If you desire a Savinelli, Peterson, or Rossi stem that we don't have in stock, a stem for a handmade pipe (Autograph, etc), or you simply prefer for the pipe to be fixed in the Savinelli or Peterson factory, we will need to send the pipe to Italy or Ireland. This, of course, takes more time and is a bit more expensive, but we will provide you with an upfront quote, so you will know the cost of the repair before starting the process. These repairs can take up to 12 weeks. Please note: We are unable to offer stem replacements for discontinued and limited-edition pipes.

What is your "Pipe Trade!" program?

Essentially, you can trade in pipe stock (any brand!) that's sitting around, collecting dust, for a credit with us that can be used towards any of our products or any unpaid invoice. For more information, see our Pipe Trade! program policy page.

How do I become a customer?

Shoot us an email at [email protected] with your name and desire to carry our product and we'll get back to you promptly. The process is quick and painless. If you prefer phone to email, you can always give us a ring and we will set up your account for you.

How do I place an order?

There are several ways to order with us — you can choose whichever method is easiest for you. We have a shopping cart on the site for easy order placement, any time of day, or you can call or email your order in — we can be reached at 843.491.4150 during business hours (EST) and our email address is [email protected]. Be sure also to sign up for our newsletter where we'll announce new products and promotions. View a detailed tutorial here.

How does your online cart work?

Our online cart works like any other online cart you interact with, with just one exception: When you submit your order, it will not automatically be processed. A notification will be sent to us, letting us know that you have placed an order. We will then review it, apply any credits, promotional discounts or any other special considerations.

After your order has been reviewed and processed, you will receive an email to notify you that your order is on the way. Your payment terms will still work the same way. If you are on credit card terms we will run your card when we process your order. If you have any information that you need us to know, please just leave a note in the comment field before you place your order. As always, you are welcome to call us if you have any questions or problems while trying to create your online cart. View a detailed tutorial here.

I'm already a customer — how can I start ordering directly from the website?

Give us a call and we will set up your username and password. Your login information will be stored with your customer account. If you should ever forget your username or password, give us a ring and we will help you out.

Is there a MAP policy for products you distribute?

Yes, we're both champions and upholders of Minimum Advertised Pricing across a variety of our key product lines. As a retailer, you will have access to a full list of our MAP guidelines.

How can I learn about new products, promotions and/or discounted products?

Our monthly newsletter will cover all discounts or you can always give us a ring at 843.491.4150.

How can I sign up for your Newsletter?

Shoot us an email at [email protected] and we'll gladly get you signed up! We try to make our newsletters short, sweet, and informative.

I am not a retailer, where can I purchase your products?

Our products are offered in both brick and mortar tobacconists and online retail shops. We have a handy Retailer Page that can assist you in finding the nearest shop that carries our pipes or you can always give us a call at 843.491.4150 and we'll steer you in the right direction.

What is your return policy?

If you are a shop owner and need to return something, please give us a call or email at 843.491.4150 or [email protected] and we'll gladly take care of you.

How long will it take to ship my order?

We ship daily at 5:00PM EST Monday through Friday. If you place your order before 3:00PM EST, it will usually be shipped the same day. We use UPS as our primary shipper. Call for more details.