New or Used Products
All new or used products must meet the following conditions to be eligible for a refund or exchange:
- Product(s) must be shipped back within 30 days of the original delivery date.
- New product(s) must be in original, unused and brand-new condition to receive a full refund.
- Used Product(s), that have been opened or have broken seals, must be in the original condition they were received and may be subject to restocking fees up to 40%. Additional fees of 10% may be imposed if accessories, parts or other items are missing from original packaging.
If your product is defective DO NOT USE IT. Contact us immediately.
Customers are entitled to a replacement for defective products only during the manufacturer’s warranty period and in accordance with the manufacturer’s warranty return policy.Note:
Certain manufacturers require that the customer process warranty claims with them directly.
Customers are required to pay all shipping costs associated with a defective product return, unless the product was received not functioning at the time it was received by the customer. Otherwise, return shipping costs are the responsibility of the customer.
Missing / Damaged Items
If your product is missing or damaged DO NOT USE IT. Contact us immediately.
Any purchases containing damaged items or which are missing must be reported within 72 hours of delivery. All glass products, components and accessories are not covered under warranty unless the product arrived damaged. Please contact us and we’ll take care of the issue immediately.
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
If you experienced an issue with your order, please file a claim with Route’s team here