FAQ
Orders & Shipping
Exchanges & Returns
Warranty
Product & Care
When will my order ship?
Most of our orders are packed and shipped within 1-2 business days of your purchase. Once your order has been processed, standard transit time within the USA is 3-5 business days.
How can I track my order?
I need to make a change to my shipping address
We like to ship your orders quickly, so if you need to make any changes, please contact us here as soon as possible. Once your order has shipped, we won't be able to make any changes or reroute the package.
My order is marked as delivered, but I haven't received it
If your order is marked as delivered but hasn't arrived, please wait 24-48 hours as it may still show up. If it doesn't, and you opted into Shipping Protection at checkout, please contact us and we will happily assist you with a replacement.
My glassware arrived damaged. What do I do?
If you added Shipping Protection to your order, simply reach out to us here with your order number and a photo of the damage, and we will prioritize a replacement for you immediately.
What if my package gets lost in transit?
If your tracking hasn't updated for several days and you suspect it is lost, reach out to us! If your order is covered by Shipping Protection, we will immediately issue a replacement.
Orders placed without protection are not eligible for free replacements or refunds if lost by the carrier.
An item is missing or incorrect in my box
If we made a mistake on our end and sent you the wrong item or missed something in your package, please contact us here. We'll do everything we can to resolve it promptly!
(Note: This is fully covered by us and does not require Shipping Protection).
What is your return policy?
Return Policy
Returns are accepted within 30 days of delivery. Store credit is issued as a gift card via email and never expires. Refunds are not offered at this time.
Return Conditions
Items must be unused and in original condition with original packaging included. Items not meeting these conditions won't qualify for credit.
Non-Returnable Items
Final sale items and items returned outside the 30-day window are not eligible for returns. Matcha, coffee, and other food products are final sale and cannot be returned for safety reasons.
Processing Time
Once we receive your return, store credit is issued within 7-10 business days and sent via email as a gift card.
How do I start a return?
You can submit your return request here. Glasses must be unused and in their original condition and packaging. Return requests are typically handled within 48 hours. You will receive a return confirmation from us with instructions on how to proceed.
Sales are final on all consumable products like matcha and coffee.
How long does it take to process my return?
Once we receive your return, store credit is issued within 7-10 business days and sent via email as a gift card.
How do I start an exchange?
We have a 30-day exchange policy. To start an exchange, submit a request here and let us know which item(s) you’d like to exchange (based on availability). Please note the product you're exchanging must be unused and in its original packaging.
My glass has a defect, what do I do?
Our glasses are hand-blown, so subtle variations in color, shape, and craftsmanship are part of their unique character and not considered defects. However, if you’re experiencing significant issues with your glasses, please reach out to us here.
I accidentally broke my glass, what do I do?
We understand that accidents happen, which is why we offer a one-time replacement for accidental damage within 1 year. To request a replacement, please submit a ticket here. We respond to all warranty claims within 48 hours. Please note that a photo is required to verify the damage.
What do I need to submit a claim?
We try to make the claims process as simple as possible. To verify the damage, we require a photo of the damaged glass. Without this, we cannot process your warranty claim. To start the claim process, please fill out our claims form here. You’ll receive a confirmation email within 48 hours requesting your photo.
What products are covered under the warranty?
We try to make the claims process as simple as possible. To verify the damage, we require a photo of the damaged glass. Without this, we cannot process your warranty claim. To start the claim process, please fill out our claims form here. You’ll receive a confirmation email within 48 hours requesting your photo.
Please note that consumable items like matcha and coffee, as well as whisks, are not covered under the warranty due to the nature of those products.
What are the glasses made of?
The glasses are made from lead-free borosilicate glass. This type of glass is resistant to thermal shock, making it highly durable.
How should I clean my glasses?
The best way to clean your glasses is with warm, soapy water. They are dishwasher safe, and we recommend placing them on the top rack and avoiding high heat settings.
Is my glass microwave safe?
None of our double-walled glasses are microwave safe. However, our single-walled glasses, like our carafe, are microwave safe!
Can I use my iced glasses for hot coffee?
Yes, all of our glasses can be used for both hot and cold beverages. They are made from durable, thermal resistant borosilicate glass!
