Glass City USA accepts all returns within 14 days of delivery, as part of our hassle-free return policy.
We do NOT accept any used product returns in any circumstance. We fully reserve the right to refuse a refund if an item has been return used. We will not be held liable for the contents of a used return. Therefore, if suspected that the contents of the package have been used the package would be refused by Glass City USA. Otherwise, the package will be destroyed.
We provide high quality resolution photos and videos and detailed descriptions as a way to accurately represent each of our products. We do not ship any items that have been misrepresented by our product listings.
If you wish to return an item due to personal preference you will be charged a 15% restocking fee for your product. Shipping charges and fees are non-refundable.
You will not receive a restocking fee if you wish to exchange your item for store credit.
If you wish to exchange an item you must cover the cost of shipping when returning the item. Additional shipping costs may incur when shipping out the new product.
When returning an item, and after having contacted our support team, you will have the option of using a Glass City USA provided, prepaid shipping label, in which the cost of the postage will be subtracted from your refund, or you may ship the item back using your own label.
Once we receive your return, a refund will be issued within 48 hours. Please allow 2-4 business days for your bank to clear the funds.
In the unlikely event that you receive an item that has been damaged during shipping, please contact our support team immediately to file a claim. Our support team is Available 24/7 via Live Chat or email [email protected]. You must contact us within 3 days of delivery to notify us of any items that may have arrived damaged. Do not throw away any packaging or any of the contents inside of the package. Leave everything as is until you have contacted our support team.
When filing a claim via Email you must complete the following:
- First and Last Name
- Order Number
- 2-3 Clear photos of the damaged item, as well as the packaging
Glass City USA will replace the broken item with a functional piece at no additional cost. We may request that you send back the original defective item at no additional cost. We will provide any prepaid shipping labels.
Certain products, i.e Vaporizers and E-Nails come complete with manufacturer’s warranties. We will not be held liable for faulty Vaporizer devices due to the nature of their design. Carefully read your device’s manual before using your Vaporizer. Portable Vaporizers must be treated carefully and therefore, you must follow the instructions on how to properly care for your atomizers. Please make sure you register your device as soon as you receive it, in order to comply with the manufacturer’s warranty. Manufacturer’s Warranties are handle by the manufacturer themselves and not Glass City USA.
*All product return shipments must include all original internal packing materials, boxes and containers.