Shipping and Order Processing

Shipping Information 

Standard delivery (7-10 days, excluding Sunday)

All orders have a processing time of 2-4 business days. Most orders are shipped USPS or FedEx SmartPost. The mail carrier will deliver the package to your mailbox if it fits. If the package does not fit inside your mailbox, the carrier will leave the package at your door (if secure), a parcel locker, with a neighbor, or if applicable, with the front desk staff (e.g., business address, apartment complex, etc.). 

Once the orders are processed, we will ship to the address provided on the order. Please confirm the shipping address before submitting the order. Once shipped, you will receive an email with your tracking information. Tracking is included with each order.

Once your package is shipped, it is the responsibility of the shipping service selected. We are not responsible for lost, stolen, or undeliverable packages. If your package has been missing for 3 weeks, please contact our customer service team with your name and order number.

If a package is returned to our facilities, we will contact you for a solution. If we do not hear back from you within 7 business days, the order will automatically be refunded with the deduction of shipping costs.

Order Changes

Since our processing time is very short, order changes must be submitted immediately, however, changes cannot be guaranteed. Once an order is marked shipped, no changes can be made to the order. 

Free Standard Shipping

Orders that qualify for free shipping are shipped standard delivery. Standard delivery can take up to 7-10 days (excluding Sunday). Free shipping is valid for domestic orders of $50 or more and international orders of $100 or more after promotions and discounts are applied. 

Delivery Issues

If your tracking information shows that your package was delivered but you have not received it, please check to make sure that the address you provided us with is correct. If the address is correct, please check to see if the package was delivered to a parcel locker, left with a neighbor, or with a receptionist. If you live in an area that has a residential management office (e.g. apartment complex, condominium, etc.), please contact management to see if they are holding your package. Some packages won’t fit in your mailbox so carriers will often leave it with management for safe keeping.

Another possibility is that your package was misrouted to the incorrect mail carrier. When this occurs, it is usually corrected right away, and the package is normally delivered within 1-2 days.

If after taking these steps you are still unsuccessful in locating your package, and you have allowed the additional 1-2 days for your package to be rerouted and delivered to you, please contact customersupport@stuckinglass.com.

Sign up for USPS Informed Delivery®

Informed Delivery is a free and optional notification service that gives residential consumers the ability to digitally preview their letter-size mail pieces and manage their packages scheduled to arrive soon and makes mail more convenient by allowing users to view what is coming to their mailbox whenever, wherever – even while traveling – on a computer, tablet, or mobile device. You can view incoming mail, manage your mail pieces and sign up for redelivery.

Package redelivery is only available after a failed delivery attempt. You will not see a Redelivery option for your package if an initial delivery attempt has not happened. Additionally, once a package delivery attempt is marked as a final notice, there are set timelines for when the package will be returned to the sender. Your packages will be returned to the sender on the date indicated in this set timeline unless you arrange a redelivery or come to pick up your mail at your local Post Office™ facility before this date.

For more information, or to sign up for free, please click on the following link (you will be redirected to USPS’s Informed Delivery website): https://informeddelivery.usps.com

Shipping Errors or Damaged Items

If you are dissatisfied with your purchase due to a shipping error, missing an item, or if your item(s) was damaged in transit, please contact us at 407-985-3966 EXT 110 or by email at customersupport@stuckinglass.com to report the error or damage. One of our customer service representatives will provide you with information about obtaining a refund, reship, or exchange under our Return Policy, along with instructions on handling your return. Please have your order number ready when you call or email.

Orders valued at $150 or more may require a delivery signature. We do this to protect customer’s packages from theft or incorrect delivery/recipient.   

Return/Refund Policies

Return Policy Extended for the Holidays: Shop with complete confidence this holiday season! Purchases made now through December 24th can be returned for a refund, less shipping, until January 25th. Items must be unused, undamaged, and include the original packaging. A valid order number is required for all returns. Other restrictions may apply.  

Your order can be returned up to 30 days after receiving the package. Stuck In Glass™ does not cover return shipping costs; return shipping costs will be automatically deducted from the refund amount (if applicable). Once your return is received and inspected at the Distribution Center (usually within 3 days of receipt) your refund will be processed within 7 days. Refunds will not be granted after the 30 day return period unless otherwise noted.

Please note, once Stuck In Glass™ initiates the credit for your return, it is your credit/debit card company that issued the credit that will determine the date the refund will post to your account. For exact posting dates, please contact your credit/debit company directly.

To request a refund/return, please contact Customer Support at contact@stuckinglass.com for our return address and the Product Return Form. 

Product Replacement Request  

If you discover a flaw in the workmanship of your item after the 30-day return policy has expired, with proof of purchase, you may still qualify to receive a free replacement for up to 180 days from the invoice date. 

To open a claim, please email customer support a photo of the product, making sure that the flaw is plainly visible, your Order ID number, your current shipping address, and a brief description of the flaw or issue. If you cannot locate your order number, we may be able to locate the order another way. To better serve you, we may request additional information.

If you received the product as a gift and you do not have the order number, provided the product was purchased directly from Stuck In Glass, we should be able to locate the order without disturbing the gifter with a few basic details. If we are unable to locate the order (or verify the product), prior to your replacement request being approved, we may ask you to ship the product to our warehouse for further review.

If approved, the same product that was ordered will be shipped to you at our expense. If the same product is not available, a comparable item will be offered.  

Replacement limitations include but are not limited to, misuse of the product, incorrect or inadequate maintenance or cleaning, damage resulting from misuse or negligence, normal wear, color fading, or other conditions that are unrelated to a workmanship defect or product flaw.     

Discounts and Special Offers

Coupon Codes - Coupon codes must be entered at the time of the order, during the promotional time period. Coupon codes cannot be applied after the order has been placed. Only one code may be applied per order.

Donation Requests - Due to the high volume of requests, we are unable to provide donation or sponsorship information through live chat or by phone. Upon request, we will email you a Donation Request Form. Please note: Customer support agents are unable to make promises and/or provide specific information related to your request. If your request is feasible, and your organization meets our verification/qualification requirements, we will contact you with further details. 

*All submissions must be emailed within a minimum of 3 months notice and include an official donation request letter (sent on your organization letterhead). 

 

Questions, concerns or comments? We'd love to hear from you. Give us a call at 407-985-3966 EXT 110. We're here Monday through Friday from 8 am - 5 pm est. 

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