Frequently Asked Questions

How do you ship your packages?

To respect your privacy, we ship our packages in discreet, plain packaging. Nothing is marked as smokeware, and our shipping labels do not say Glasshous. (The return address is 3269 28th Street, Boulder, CO 80301.). No one will know what’s inside except you.

Please note that “Glasshous” will show up on your credit card statement. This is something we cannot change and we apologize for any inconvenience.

Do you require a signature on delivery of your package?

We reserve the right to add a signature on delivery requirement at our own desecration. This is for security reasons, such as preventing fraud and minors receiving orders. While we like fun, we must be very serious about legal issues.

Why are things on your store out of stock?

Because they’re awesome. Occasionally we stock items that are must-haves and our that our community wants. Naturally, there will be out-of-stock items. However, let us know what you want but can’t buy with us today! Also, new items appear regularly, so visit every day to see what is in stock.

Where do you ship from?

We ship from sunny Los Angeles, California. Maybe you’ve heard of it. Occasionally, our items ship directly from the supplier.

How much is shipping?

If your order is over $75 and going within the US, shipping is free! Internationally, the shipping fees vary from country to country.

What payment methods do you accept?

We accept all major credit cards (Mastercard, Visa, American Express, Discover Card, including debit cards through those brands and Visa gift cards). When using a gift card, you will be asked for additional ID.

Unfortunately due to current PayPal rules, we cannot accept it as payment right now.

Do you accept returns?

If your item is unused, we’ll gladly take it back up to 30 days after it was delivered. If the item has been used even once, we cannot accept it – and that’s a rule.

Start here to return an item. From there, we’ll email you a pre-paid shipping return label (the cost of the label will be deducted from your refund). Affix the label to the same package you received your item in and drop it off with your local USPS office. Once we receive your return, we’ll issue a refund to the original card used or store credit. Sorry, no cash refunds.

What if my order breaks during shipping?

As long as the item is still completely unused and you are able to show proof that the item was broken upon delivery or if the item has a manufacturer’s defect (use that phone of yours to snap pics), then we will issue a refund or replace the item to the best of our ability.

We specialize in high-quality glass products and ensure the safest packaging we can offer, but the items are not totally unbreakable. Also, once the package meets the carrier we cannot control what happens to it. Upon receiving your order, inspect the box and the item for damage. Let us know ASAP (within 48 hours of delivery) at contact@glasshous.com if there are any issues. Please include your order number and any photos you have. Meanwhile, we suggest you also file a claim with the USPS.

What if I want to cancel my order?

Once your item has shipped, you cannot cancel the order and you would have to follow the return process once the order is received. If you wish to cancel your order before it’s shipped, please let us know and we’ll help you out. Canceled orders may be subject to a 10% restocking fee.

Can I get a freebie?

We will not respond to emails asking for free items or giveaways. However, you will have chances to win free items and gifts as we host contests and giveaways on our site and social media channels. Good luck!

When do you restock items?

As soon as we can, if possible. We cannot promise that all items will return once sold out. If you desire a particular item that’s out of stock on our site, drop us a line. We’re also working on email notifications to alert you of item restocks, so stay in the loop. The best way to find out if an item is back in stock is to follow us on social media, sign up for our emails, and keep in touch. If we will not be restocking your most-wanted item, we apologize and would be glad to help you find something even better.

Do you ever have coupons and how do use them?

Once in a while we offer a coupon to you fine folks. If you have an active coupon code, simply apply it during checkout. Copy-paste or type the code into the “coupon” field in checkout and hit “apply.” Your order total will refresh and display the discount.

If you have a coupon code you want to use, make sure it’s still active (there should be a notice near where you obtained the code indicating the expiration date), and make sure it’s definitely applied before you select “submit order.” Once you receive order confirmation, your order is complete and cannot be changed. We cannot apply coupons or a discount retroactively. Please take your time throughout checkout to make sure everything is correct. It’s like they say, “measure twice, cut once!”

How fast is your shipping?

While we work to process your order within 48 hours of submission, please consider that we’re not hand delivering your item (that’d be cool, though). Shipping time (whether you select Overnight, Two Day, or Standard) does not reflect processing and packaging time, only the speed at which the carrier transports your package.

Once your item is picked up by the carrier, we will email you confirmation with a tracking number with which you can watch your item make its way to you. If there are any issues, let us know and also contact the carrier.

Also note that we are human beings and need time off just like you. We do not package orders on major US holidays. Happy Chrimbus!

My question/answer to my question isn't here. Now what?

Feel free to to email us at contact@glasshous.com. If we don’t get back to you in the same day, please be patient. We’re on the west coast, so please consider your local time zone if you don’t hear back immediately. We want to help you as much as you want help!

Where do you ship to?

All of our packages are shipped throughout the US via USPS. Once packages are picked up by the carrier, your order’s tracking number will be emailed to you so that you can watch its big adventure. International shipping coming soon!

We didn't answer your question? Drop us a line!