Shipping Policy - Glass City Pipes
We ship domestically throughout the United States directly from our headquarters in Fort Lee, NJ or our fulfilment center in Austin, TX. We primarily ship through USPS, but occasionally use FedEx or UPS. Additionally, we may offer local pick ups to customers in the area, but this is on a case-by-case basis. Please email firstname.lastname@example.org, with the product name, for any questions on local pick up options. We do not ship to PO boxes. See the blow paragraphs for more information on frequently asked questions. If you have any additional questions, not answered below, please feel free to reach out to us using our Contact Us page.
Items Damaged in Transit
If the customer purchases insurance at checkout, all items damaged while in transit will be replaced with the same piece. If the same piece is not in stock, then the damaged piece will be replaced with another piece of equal, or similar, value that is agreed upon with the customer or store credit. Broken packages must be photographed and documented prior to a return package being sent out. Glass City Pipes must also be informed about the damage within 2 days of the arrival of the shipment. Please send an email to email@example.com with your order number and the photos to begin the claim process.
Please be courteous and patient as we remedy any situations related to damaged items. We will remedy as quickly as possible and will be able to work our best with calm and understanding customers.
If you do not purchase insurance at checkout and your item is damaged in transit, you will be required to file a claim with the shipping courier (USPS, UPS, etc.) directly.
Returned to Sender
Any shipments that are returned to sender, resulting from informational / address errors provided by the buyer during purchase will require payment from the buyer to be re-shipped out to the correct location. Please reach out to us using our Contact Us form to resolve these issues.