I ordered a new 16in glass bong from grass city. The order took a little longer than expected, but it arrived. Due to COVID-19 I didn't worry that much for the package arriving a little later than said. Regardless of that, for my surprise the bong inside the box was completely shattered. There was not a fragile sticker on the box or anything, and the bong inside was not packaged as safely as it could have been. I contacted grass city, and they told me to file a complaint against the route and they would either reship a new bong or refund me the money. This happened almost a week ago now and nobody tells me any update on the situation. Right now I feel like they're stealing my money, since I paid for a product that arrived in an unusable condition and they wont refund me or send me another. Won't be buying here again, poor customer service and management of orders. GIVE ME BACK THE MONEY YOU STOLE! User's recommendation: Do not buy from this website.