GENERAL:

There is a link to a PDF invoice in your order confirmation email.

ORDERS:

Accepted forms of payment:

We accept all major credit cards: Visa, MasterCard, American Express, Discover, Glass Alchemy Gift Cards, PayPal and Apple Pay.

I forgot my e-mail address and/or password and can't log into my account.

Please use the 'Forgot Password' link on the ‘My Account’ page.  You can reset your password from there. If you have forgotten your accounts email address please contact us and we will do our best to find it for you.

Checkout Problems | Credit / Debit Card Issues:

If you are having problems with our checkout please first double check that you are entering your details correctly and that all checkout fields are complete.

Sometimes with card orders the following problems occur: The card may have expired. Check that your card is still valid. 

You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

If you still experience problems, please contact us.

My order didn’t go through, but Glass Alchemy has my money!

A declined card may leave you with a “pending charge” in your bank account. This means that your funds were held aside and will return to your account in a couple of business days. Glass Alchemy does not have these funds and cannot help clear them from your account.

Most credit/ debit card declines are due to incorrect information being filled out.

If you have attempted to purchase through GlassAlchemy.com and have had your card declined, DO NOT TRY AGAIN until you have made the proper changes to the information entered in the card fields and billing address. Make sure that you are 100% sure that everything typed in the fields is correct.  Additional declines of your card may result in more “pending charges” that will tie up money in your account. We recommend calling your financial institution to find out when your funds will clear.

My shipping quote is high. Why?

Sometime UPS and USPS rates calculate high due to human error.  Please make sure your address is entered correctly, with accurate spelling, spacing and minimal abbreviations.  If the address does not match the shipping database, UPS and USPS will automatically calculate a higher rate. 

When will my order arrive?

All orders typically ship within 1-3 business days once the order has been placed. Orders ship Monday through Friday excluding Holidays. If you place your order Friday night, the processing time will not start until we are back in the office on Monday.

You will receive a shipping confirmation email with tracking number once the order has shipped.

Generally, UPS orders will deliver in 3-5 business days, once shipped. USPS orders generally deliver in 1-3 days, once shipped.

More remote locations can take longer, and winter weather can create additional delays. 

I had an item in my cart, but it sold out.

While you can save items in your cart, an item is not secured until you enter the checkout phase.  Once in checkout, you have five minutes to complete the transaction.

Where is my order confirmation email?

All orders are passed through fraud and ID security checks after the order is placed.  In some cases, it can take up to 24 hours for an order confirmation email to arrive.  Usually it is within 1 hour.

To find your order and tracking information, please login to your GlassAlchemy.com account.

If you have not received a confirmation email 24 hours after you place your order please contact us.

Can I pay upon delivery?

Sorry, this is not possible.  Accepted forms of payment are all major credit cards such as Visa, MasterCard, American Express, Paypal or Glass Alchemy Gift Card.

What is your Cancellation Policy?

If you changed your mind for whatever reason you can cancel your order at any time without giving a reason. Contact us with your order number in the subject line. We have a short window of time to cancel orders before they ship.

If the order already left the warehouse (you have received tracking confirmation email) please refuse the delivery and we will refund your order (minus the shipping) when it is received.

Where is my tracking number?

Tracking information can be found in the ‘My Account’ section of the site. 

Every order receives an email to the email address used at checkout with full USPS or UPS tracking details, with the exception of accounts that login with Instagram.  If you used this login option, you may not receive emails, you will need to login to your account to access your tracking number.

Please contact us if you cannot locate or get your tracking number to work.

My delivery is missing, please help!

Don’t worry – we will do everything we can to make sure you get your order!

To start with, please contact your local USPS and or UPS office, depending on your chosen shipping method.  Often times, if you contact them, they resolve the issue within 48 hours. 

If you have contacted USPS and or UPS and the box has not appeared, please contact us and we will help get this resolved.

Can I change my address after ordering?

No, unfortunately. It is not possible to change your delivery address after an order has been placed. If there was a slight mistake we may be able to amend but usually the only option is to cancel and refund the order and for you to replace the order with the correct shipping address.

There is a problem with my shipment. What should I do?

Mistakes can happen. Please review our Returns page for detailed information on returns and exchanges. 

What countries do you ship to?

Glass Alchemy ships worldwide.  For orders shipping outside of the United States, we ship via USPS.  

International orders are limited to a single box of 50lb, this includes the weight of the glass and packaging materials.  If you are an international customer, please take these weight restrictions into consideration when ordering. 

I was not at home when UPS came and now my package is being returned to you. What can I do?

If it's not possible to deliver the shipment at the first attempt the courier will try to redeliver the package the next day. In some situations the driver may leave the package at a local UPS access point, they will leave instructions on how to collect. 

If you are unavailable after a second attempt the courier will return the delivery to us. We are sorry but once the order is on its way back to us we are unable to turn it around and must wait for it to arrive back at our warehouse. We will then contact you and arrange a redelivery.

Please try to use a delivery address where you know someone will be available. An office or work address is often the best solution if no one will be at home. 

The tracking information says that my package has been delivered, but I have not received it. What can I do?

Don’t worry – we will do everything we can to make sure you get your order!

To start with, please contact your local USPS and or UPS office, depending on your chosen shipping method.  Often times, if you contact them, they resolve the issue within 48 hours. 

If you have contacted USPS and or UPS and the box has not appeared, please contact us and we will help get this resolved.

RETURNS:

What is your return policy?

If you are not satisfied with a first quality GlassAlchemy.com purchase you can return the minimally used item for a refund within 90 days, following the instructions below:

*For the return to be processed, photo documentation is required.

If you would like an exchange, please send the minimally used product back within 90 days, following the instructions below.

*We are only able to exchange a product if it is still in stock when we receive your return. If the returned product is not in-stock, we will issue you a refund.

For a refund or exchange:

Go to the Returns page.

Please enter your email and order number in the "Order Lookup" fields

Designate Return Reason and Resolution Type. Include supporting info in Customer Notes and provide photo documentation for damaged or defective products.

Glass Alchemy will follow-up with you within 5 business days with return/exchange details.

Please allow five business days for the refund/exchange to be issued after Glass Alchemy receives the returned product. 

We are unable to refund items sold in the Alchemy Outlet, unless the return is a result of our error.

For International returns, the shipping costs are paid by the purchaser.

I received a broken / damaged or wrong item. What should I do?

Mistakes can happen. In these cases, please visit the Returns page, look up your order and indicate whether it was a damaged or wrong item.  We will get you a replacement as soon as possible.

How long does it take to get my money back after returning a product?

You can expect a full refund to your credit card 5 to 10 days of our receiving your return.  Once we refund your card, we will send you an email notification. 

It may take a few additional days to be visible on your credit card statement or in your account.

Do I need a Returns Authorization number before returning a product?

Yes, you get this information by submitting your return request on the Returns page of our website.

It would also be a great help if you could write your order number on the box you are shipping back to us. The order number can be found on the paperwork that shipped with the product or in your GlassAlchemy.com account. 

GIFT CARDS:

I ordered a Gift Card, but haven't received it.

Gift cards are delivered by email and contain instructions to redeem them at checkout.  Please note there is not a physical card.  

If you did not receive the email, or need us to resend it, please contact us.

How long are Gift Cards valid?

Gift cards are delivered by email and contain instructions to redeem them at checkout. Gift cards do not have to be redeemed all at once. They have no additional processing fees and are valid for 12 months.

How do I get a Glass Alchemy Gift Card?

You can purchase a Glass Alchemy Gift Card here on our website.