FAQ
Orders & Shipping
Exchanges & Returns
Warranty
Product & Care
Where is my order?
Most of our orders are packed and shipped within 2 business days of your purchase. If you see a “label created, but carrier has not scanned it yet” message, no worries! It typically takes UPS or the Post Office a day to scan it into their system. If your tracking hasn’t updated for a few days and you think something might be up, reach out—we’re here to help and will look into it for you. If you're looking to track your order, you can do that here!
How can I track my order?
I haven't received my order, what do I do?
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, contact us, and we’ll be happy to assist you.
I have an issue with my order
We put a lot of care into crafting our products, with quality as our top priority. If an item is missing, incorrect, or arrived damaged, please contact us here. We'll do everything we can to resolve it promply.
I need to make a change to my order
We like to ship your orders quickly, so if you need to make any changes, please contact us as soon as possible. You can contact us here. Once your order has shipped, we won’t be able to make any changes.
How do I start a return?
We offer a 30-day return policy. 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.
How long does it take to process my return?
Once we receive your return at our warehouse, please allow 48 hours for us to process your refund. You’ll receive an email confirmation once the refund is issued. Please note that processing times may vary by credit card provider but typically take 3-5 business days. You can also opt for an in-store credit.
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. 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 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!
