Orders + Shipping
When will my order ship?
Most orders are packed and shipped within 1-2 business days. Once they're on their way, standard US transit takes 3-5 business days. About a week, give or take.
How can I track my order?
You can track your order here. Just enter your order number and email, and we'll pull it up. If you see a "label created, but carrier has not scanned it yet" message, that's normal. UPS and USPS usually take about a day to scan packages after pickup.
I need to make a change to my shipping address!
We ship pretty fast, so if you need to update your address, reach out here as soon as you can. Once your order leaves us, we can't reroute or redirect it.
My order is marked as delivered, but I haven't received it!
Give it 24-48 hours. Carriers sometimes mark packages delivered a day early, and most missing orders show up on their own. If it still hasn't arrived after that, reach out here and we'll help you figure out what happened.
My glassware arrived damaged. What do I do?
That shouldn't happen, and we'll make it right. Reach out here with your order number and a photo of the damage, and we'll get a replacement out to you as soon as we can.
Exchanges + Returns
What is your return policy?
Return Policy
We accept returns within 30 days of delivery. Returns come back to you as store credit, sent as a gift card to your email. The gift card never expires. We don't offer cash refunds at this time.
Return Conditions
Items need to come back unused and in their original packaging. Anything outside those conditions can't be credited back.
Non-Returnable Items
Final sale items and anything outside the 30-day window can't be returned. Matcha, coffee, and other food products are always final sale, for safety reasons.
Processing Time
Once we have your return, store credit shows up in your email as a gift card within 7-10 business days.
How do I start a return?
Submit your return request here. Glasses need to be unused and in their original packaging. We usually handle requests within 48 hours and send a confirmation email with instructions for what to do next.
Heads up: matcha, coffee, and other food products are final sale.
How long does it take to process my return?
Once we have your return, store credit shows up in your email as a gift card within 7-10 business days.
How do I start an exchange?
We have a 30-day exchange window. Submit a request here and let us know what you'd like to swap to (based on what's in stock). The item you're sending back needs to be unused and in its original packaging.
Warranty
My glass has a defect, what do I do?
Our glasses are handblown, which means small variations in color, shape, and texture are part of how they're made. If you think something's actually wrong with your glass, reach out here and we'll take a look.
I accidentally broke my glass, what do I do?
Accidents happen. We cover one accidental break per set within the first year. Submit a claim here and we'll get back to you within 48 hours.
Heads up: we'll need a photo of the damage to process it.
What do I need to submit a claim?
Submit the claims form here. We'll send you a confirmation email within 48 hours asking for a photo of the damage. Once we have the photo, we can process your claim.
What products are covered under the warranty?
Our 1-year warranty covers all FLUR glassware, including one accidental break per set. Consumables like matcha and coffee aren't covered, and neither are our whisks. That's just the nature of those products.
Product + Care
What are the glasses made of?
Our glasses are made from lead-free borosilicate glass. It's the same type used in lab equipment, which means it can handle big temperature swings without cracking.
How should I clean my glasses?
Warm, soapy water works best. They're also dishwasher safe. If you go that route, put them on the top rack and skip the high-heat cycles.
Is my glass microwave safe?
Our double-walled glasses should stay out of the microwave. Single-walled pieces like the carafe are microwave safe.
Can I use my iced glasses for hot coffee?
Yes! All of our glasses work for both hot and cold drinks. The borosilicate glass handles big temperature swings without cracking, so use them however you want.