SHIPPING AND RETURN POLICY
Cookies Glass will determine the most efficient shipping carrier to be used for your purchase. The carriers that we use are: Fedex, United Postal Service(UPS) and U.S. Postal Service(USPS). Please note that all orders placed during non-business hours, including weekends and holidays will not be processed until regular business hours. Please allow 5-8 business days for orders to be processed and shipped. The shipping calculator at the checkout is only to determine cost of shipping. Cookies Glass is not liable for delays in transit times due to the shipping carrier.
Tracking
You will receive an email confirmation of purchase directly after completing your order. Once the order has been processed and shipped, you will receive another email with shipping confirmation which will include tracking information.
Missing, Stolen or Damaged Package
Cookies Glass is not responsible for a package and its contents once it has been shipped from our facility. If a package is missing, stolen or damaged in transit, this is not covered by warranty and a replacement will not be provided. Refunds or replacements cannot be guaranteed if the items were signed for in good condition and we are not notified of any damage withing 72 hours. Please email support@cookiesglass.com with any details regarding damage so that we can report this claim to the carrier and process the claim on your behalf.
For any questions or concerns regarding shipping, please email us at support@cookiesglass.com.
Cookies Return Policy
Standard Return Policy
If you are not satisfied with your order. You can return your products within 7 days from the day you receive your order, provided that the products have not been used. You will receive a refund to the credit card used to purchase the items within 24-48 hours after the returned items have been received by Cookies Glass. Please note that shipping will not be refunded and there will be a 10% restocking fee. This time period does not include any delay period from the purchaser’s financial institution.
Replacement Policy
Broken/Damaged Items
If you have received broken or damaged items from Cookies Glass, please send an email to support@cookiesglass.com and include a picture of the item and the shipping label within 7 days of when you received the item. Once we have completed our review we will ship out a replacement.
Please dispose of broken glass with caution and care. Cookies Glass is not liable for any harm caused by broken glass products.
Defective Items
Defects are characterized by anything that interferes with the intended function of the product. This includes:
- Cracks
- Leaks
- Crooked or malformed
- Blocked airflow
If your item is defected this must be reported to Cookies Glass within 6 months from receiving the item. Please send support@cookiesglass.com an email with a description of the defect along with a picture and/or video showing the defect. If it is determined after our review that the item is defected, we will issue a replacement or a refund.
Our products are handblown glass. This entails a level of variance of the product dimensions. Please keep in mind that some minor aesthetic defects fall within our acceptable quality standards and will not be eligible for replacements or refunds.
Incorrect Items
If you received incorrect item(s) from Cookies Glass, please send support@cookiesglass.com an email with a picture of the item(s) next to the package and shipping label within 7 days. Once our review is complete, we will issue a replacement and send a return label for the incorrect items.
Products Purchased From Another Retailer
If you purchased a product manufactured by Cookies Glass from an authorized retailer, we will service any defect(s). You must report the defect(s) within 6 months. Send support@cookiesglass.com an email with a picture/video of the defect along with a picture of the proof of purchase receipt. Once reviewed we will send a replacement of the item. If you do not wish to receive a replacement and instead would like a refund, you must contact the authorized retailer you originally purchased the item from.
No Warranty
Due to the nature of the product, glass, titanium, or quartz products are not covered under any warranty.
