- How do you ship your packages?
- Do you require a signature on your packages?
- Why are things on your store out of stock?
- Where do you ship from?
- How much does shipping cost?
- How do I track my package?
- What payment methods do you accept?
- Do you accept Paypal?
- Do you accept returns?
- What if my order breaks during shipping?
- My glass broke! Help me!
- Something is missing from my order!
- What if I choose to cancel my order?
- Freebies and Giveaway Disclaimer
- When will you restock an item?
- How do I apply a coupon code?
- Our shipping team and shipping speeds
- Where is my order?
- How do I update my account password?
- The answer to my question isn’t here, what do I do?
How do you ship your packages?
Here at Texas Glass Works, we understand our customer’s concerns about privacy and discretion. Everything we ship will be through plain cardboard boxes, nothing to mark glass pipes or smokeware. Our shipping labels do not say Texas Glass Works, and we do everything we can to ensure our packages are discrete.
As such, our packages are shipped to you in standard shipping boxes (Either a plain brown box or a USPS priority mail box). Nowhere on the outside of your package will you see the words “Texas Glass Works”.
The return address on the box will be “Texasglassworks.COM“.
However, “TexasGlassWorks” will appear on your credit card statement. We cannot change this, and we apologize in advance for any inconvenience this may cause.
Do you require a signature on your packages?
Texas Glass Works reserves the right to add a signature requirement to any order at our discretion for security reasons, and orders over 1000 dollars. This is to prevent fraud and underage orders. We are very serious about preventing illicit orders.
We can not guarantee arrival dates or times. While we try our best to prevent any delays, orders may be held up due to unforeseen circumstances.
Why are items on your store out of stock?
Most of the glass we sell here at Texas Glass Works are one of a kind handmade works of art. So unfortunately we do run out of stock on items unexpectedly. Because every single glass piece we offer is hand blown, this leads to a long production time on some items. We push our glassblowers to produce these glass items to meet our demand, but sometimes they can’t produce it fast enough. Rest assured though, items come back into stock daily, as well as new products.
Where do you ship from?
We ship throughout the United States from Houston, Tx. Occasionally, if noted, items may ship from one of our storefronts in the United States.
All of our packages are shipped out via USPS unless alternative shipping is purchased. Tracking labels are sent out via email once the package is picked up by the post office.
How much does shipping cost? Where do you ship to?
We offer free domestic shipping for all of our items.
Domestic Shipping (within the United States) Rates:
|Priority Mail (USPS 2-3 Days Estimated)||$7|
|Priority Express Mail (USPS 1-2 Days Estimated)||$24|
|UPS Ground (UPS 1-5 Days)||$8-$14|
|UPS 2nd Day Air (UPS 1-2 Days)||$32|
We ship everywhere in the United States
How do I track my package?
Tracking information will be sent to you once your order has been scanned and packed up. Tracking emails are typically sent out 1-2 days after order has been placed.
Once it’s shipped out you’ll continue to receive periodic shipping updates until its arrival.
If you are ever concerned for your packages whereabouts, get in touch with us, and we can help track it down.
What payment methods do you accept?
Curious about what payment methods we accept?
We accept all major credit cards.
Mastercard, Visa, American Express, Discover Card.
Through paypal secure checkout
Do you accept Paypal?
We do accept Paypal
Do you accept returns?
We accept returns on all unused products. If the product has been used, even just once, we cannot accept a return. No exceptions. Items to be returned must be reported within 2 (two) days of delivery. All returns are applicable for a restocking fee.
No matter what the reason is, sometimes you get something that you don’t want. If you want to return an item that you received, there are a couple things that you have to do first to help us out. We first need an email with some pictures of the item you received, just so we can verify that it is not broken and not used. From there we will get you a prepaid return label, to make the return process as cheap and easy for you as possible.
Returns will only be accepted if exchanged through our customer service team, packages sent without our return label will not be accepted or refunded.
What if my order breaks during shipping?
If an item is broken during shipping, we can only refund or replace the piece if it is completely unused. This policy also goes for pieces that are damaged or have manufacturing defects.
Here at Texas Glass Works, we try very hard to ensure that all of our packages arrive safely. However, we realize that this does not always happen. When you first receive your package, inspect it first to make sure that it is in proper working condition. If there is something that is not satisfactory, take a photo immediately and send it to Texasglassworks1@gmail.com with your order number and the photos.
We will try to replace the broken item, or if that is not possible, we can offer a refund or exchange for the piece. Exchanges must be of equal value to the broken item.
If there is a breakage during shipping, we must be informed of the break as soon as possible. Please inform us within 48 hours of the package arrival.
We will not accept returns on broken items after the item has been used. There are no exceptions to this.
My Glass Broke!!
If you’re here reading this then it means somehow you’ve broken a piece. Don’t worry it happens! We can happily get you a replacement piece! We just have one stipulation if you intend on returning it. Whether or not the piece is broken, if the piece has been used then we can not take it back. We have a strict policy about not accepting used pieces and we make n0 exceptions on that rule. Now, lets get down to business!
Did what you purchased arrive broken? Let me tell you from all of us here at Texas Glass Works that we are sincerely sorry for making you deal with that. It may look like everything is lost, but fear not we can help you! What we need from you are some pictures of the broken item. Just take a couple pictures of the broken item, your order invoice and any other pictures you think are necessary. Send all those pictures to Texasglassworks@gmail.com. What will happen is that we will be able to send you a replacement piece. On the off chance that we are not able to send you an exact replacement we can work out an arrangement to properly compensate you. Thanks!
Something is missing from my package!
If you find that something is missing from your package then you have come to the right place. For starters we are really sorry about that.
We just need you to email us with what’s missing from the order, and from there we’ll search our order photos & videos for a discrepancy. If the photos or video show that we made a mistake we will make it right immediately, and you will be receiving a replacement shipment from us shortly.
Always be sure to check your packaging and bubble wrap for missing items, sometimes smaller items can get misplaced in the unwrapping frenzy!
What if I choose to cancel my order?
If the package has already been shipped out, the order cannot be cancelled. If you are unsure about your purchase, please contact us beforehand so that we can help you select the best piece for your needs.
Freebies and Giveaway Disclaimer:
Please DO NOT send emails asking for free products or item giveaways. ALL item giveaways or freebies that we give out are done over our social media channels or the channels of our glassblowers. We frequently host giveaways and freebie contests via our Instagram, Tumblr, Facebook or other social media channels. This is the only location of free items or item giveaways, and emails asking for free products will be disregarded. We will NOT give away items via emails, no matter what.
All coupon codes and discounts will be either posted on our website or in some instances, posted on partnering websites. Coupon codes and discounts must be entered upon checkout; coupon codes and discounts cannot retroactively applied.
When will you restock an item?
We get asked a lot when we’ll get certain items back in stock. Those restock times vary from piece to piece and from brand to brand. They will generally take about 2 – 3 weeks on any product. We might get some in faster at times but that can’t be guaranteed. You can email us if you have a question about a specific product. If you’d like to find out exactly the moment when items are restocked, you can head to our website.
However, some items will not be restocked. Pieces that are one of a kind will not be restocked, as they are unique pieces. For everything else, we restock as quickly as we can get the glass made.
Keep in mind that our team is constantly at work to restock all items, so simply sign up for a notification and let us do all the hard work! We’ll send you an email or text message as soon as we get it back in stock.
How do I apply a coupon code?
When you go to checkout, you can apply your coupon code on the second page of the checkout process! On the first screen there will be the subtotal of your cart, and from there you can “proceed to purchase”. At the “proceed to purchase step” you should see two sides of the screen, the first page is the option to login to your Texas Glass Works account.
We highly recommend creating an account with us, as this makes it easier to track your order and use our website features such as the returns manager.
The other side of the screen is an overview of your order. On this side of the screen, you will see an “Apply discount code” in green lettering. Here you will click on the green lettering, and proceed to enter and apply your discount code. You are only able to apply ONE discount per cart order. Please note that discounts CANNOT be applied retroactively, so after you finish the checkout process you will not be able to go back and apply a discount once you have paid for your purchase.
Our Shipping Team and Shipping Speeds
Please note that the shipping time does not include the processing time for packaging up and creating orders. Our shipping team works as fast as they can to ship out orders, but during holiday and sale times there may be a slight delay in processing time.
If placed before 10am EST, the majority of orders are shipped same day. However, unforeseeable delays may occasionally occur, and processing times can take up to two days. In rare cases of holiday or special sales, processing times can be between 2-3 days. Rest assured that the increased processing time simply means our shippers need a wee bit more time to carefully tend to each and every order. Orders are not packaged up on U.S Holidays and other instances in which the postal services are closed.
Once your order is placed, our shipping team works hard to get that order packaged up well and sent out to you. Shipping times do not guarantee package arrival date.
Where is my order?
Trying to find your package?
We will email you your packages tracking number as soon as it is shipped
If you’re still having difficulty tracking your order, or if you wish to receive further details on your order, feel free to contact our customer service crew to get further details on your order.
How do I update my account password?
Found yourself locked out of your account? We can help you regain access!
When you attempt to login, you should see a clickable link that states “Forgot your password?”. Enter in your email address, and we can send you a link to reset your password.
You can also get in touch with our Customer Service team, and they can have a password reset email sent your way!
The answer to my question isn’t in here, what do I do?
If you can’t find the answer to your question in our help desk, (we have answers to all of our most frequently asked questions!) please send us an email with your name, your order number (if applicable), and what the question is.
Please keep in mind that sending multiple emails will not increase the speed in which your emails are answered, multiple emails about the same issue clog up the system creating longer wait times for all customers.
Emails are answered on a first come, first serve basis. This means the first emails will be answered chronologically. Also note that our customer service team only works the hours that our retail store is open, so if you are located in a different time zone or sending an email after hours, your message will not be received until the next business day.
Our email address is Texasglassworks1@gmail.com
Please note: For all packages damaged or broken in shipping, we will remedy this issue as soon as we possibly can. Please remain calm and polite throughout the broken items replacement process, being angry about the situation will not speed up the process.