Lost and Damaged Orders
Product Arrived Damaged?
UGH! that sucks. But, we're here to help.
Sometimes carriers are rough and let's face it, glass is temperamental when it travels. Reach out to us at [email protected] with your order number and a picture of the damage and we'll take care of you!
DANG! So sorry that happened. We're human and sometimes we get it wrong. Send us a note at [email protected] with a copy of your packing slip or photo of the issue, and description of what went wrong and we will fix it.
In rare cases (<1%) shipments are lost forever. We do all we can to prevent it, including great packaging, bar-coded labels and address verification for US and international address.
For both US and International, shipments are regarded as lost after 1 calendar month. We do not insure most USPS shipments as the cost is disproportionate to the value of the contents, so to minimize our overheads we do ask that a full month passes before requesting replacement items.
The majority of 'lost' packages do eventually show up, as the most common issue is the mail carrier just delivering to your neighbor, so if the package shows as delivered, but you don't have it, please give it a couple of days for things to shuffle around.
You can also reach out to the carrier for updates, or to request a trace. As the Shipper, we're the only ones that can normally log a claim, but in most cases you can also contact them to see what the status is; they have visibility of the shipment that we do not have.
The relevant contact numbers are below:
UPS: 1 (800) 742-5877
DHL Express: 1 (800) 225-5345