Frequently Asked Shipping Questions
- Q: When will my order arrived once it is picked up by the Post Office?
- Q: Do you offer international shipping?
- Q: Do you offer discreet packaging?
- Q: Do you ship to a P.O Box?
- Q: What happens if my item arrives damaged?
At Glass City USA, we fully understand the importance of offering our customers reliable and fast shipping. In fact, it is our goal to be America’s #1 Online Smoke Shop with Fast, Reliable Shipping and #1 Customer Support. We work diligently to securely and discreetly ship your order with the least amount of wait time possible. However, certain conditions may cause a delay while safely shipping out and processing orders.
Backorder items are items that are currently out of stock, but are able to be shipped to us from our distributors in a respective time frame. If you purchase an item that is on backorder, please wait 3-4 weeks before contacting us in regards to your order. Backorder items must be ordered from our distributors, who then ship out to our store so that we can process your order and have it shipped out to you. In some cases, our distributors may be unavailable or may be experiencing congestion with their production. Therefore, backorder items may take a little longer than 3-4 weeks to be processed.
We do not ship orders out on the weekends (Saturday and Sunday). Post offices are closed on the weekends and therefore we will not be able to have your order picked up by our local post office.
Packages will not be delivered on the weekends. When estimating a processing and delivery date for your order we refer to the days of the week (business days) One week contains 5 business days. USPS does not deliver packages on the weekends, or holidays, except for on Saturday. If you place an order Friday night, you will not receive an automated email with your tracking number until Monday at the earliest. This counts as 1 business day for processing orders. This does not count as 3 days processing. Therefore, any cancellation requests or returns will not refer to this time frame as 3 days. For more information regarding cancellations and returns please refer to our detailed Returns Policy.
Please note, we do not guarantee arrival dates or times. We do not refund or credit shipping charges for any shipments. Glass City USA is not responsible for packages lost by shipping carriers. Additional insurance options may be purchased via USPS. The shipping time does not include the processing time for packaging up and creating orders.
Order | PENDING PAYMENT
After you complete an order/purchase, your entire order goes into a “pending payment” status. You then can expect to receive an auto-generated email with your order receipt and order #. Once payment is confirmed and successfully processed your order will be updated to “processing”. If your payment is declined then your order will be updated to “failed”. You can expect to receive a payment receipt regarding your transaction as well.
Please make sure that your billing and shipping information match. If your billing and shipping information do not match your transaction will be placed on hold while it is reviewed for approval.
Payments made using Cryptocurrencies such as Bitcoin, are handled much quicker than Credit/Debit Card transactions. Cryptocurrency payments are processed and settled successfully within 20 minutes to 3 hours.
Order | PROCESSING
When your order goes from a “pending payment” status to a “processing” you will receive an auto-generated email stating your order status has been updated. Processing times vary depending on the products you purchased. Smaller orders are processed and safely packaged the quickest. Larger orders, including wholesale orders, take a little extra time to verify and securely package the contents.
We offer certain products as back-order products. This gives our customers the opportunity to pre-order/purchase our best selling items. These special order products require extra processing time. These products are shipped from our local distributors therefore processing depends on the amount of time these items are shipped to us. Usually back-ordered items take 3-4 weeks to securely process and safely package and ship.
In Stock Items
Items that are marked as “In Stock” usually process and ship discreetly within 2-3 business days.
Please note, orders are not packaged on U.S Holidays and other instances in which the postal services are closed. Shipping times may also be delayed due to holiday’s that are not considered federal holidays. Although, businesses including the Post Office remain open during these days, busyness during these times may result in a slight delay in shipping. Shipping times do not guarantee package arrival date. Items are packaged on business days, not weekends. USPS First-Class, Priority and Express shipping time is based on the time the order is picked up by USPS. Orders are processed until 5pm EST. At 5:00 PM the United States Post Offices are closed. Therefore, we can not have your order picked up by our local USPS after 5pm EST. In stock items placed online after 5pm will be processed and ready to ship the following morning.
All of our packages are shipped out via USPS. We offer a variety of shipping options via USPS. Tracking numbers are sent out via email once the package is picked up by the post office. You will not receive a tracking number email until your package has been processed, packaged, and labeled for pick up by the postal service. You can track the status of your order using our order by clicking the link in your email. Occasionally shipping labels are not updated at certain points during the shipping process. Weather conditions may cause a delay in USPS shipping & handling.
Order | COMPLETE
When your order goes from “processing” to “completed” you will receive an auto-generated email with your order status and tracking number. For Returns & Exchanges you may refer to our Returns Policy.
Any orders placed on the days listed below will not ship out until the next business day.
|December 25th||Christmas Day|
|January 1st||New Year’s Day|
|4th Monday in May||Memorial Day|
|July 4th||Independence Day|
|1st Monday in September||Labor Day|
|4th Thursday in November||Thanksgiving Day|
|December 25th||Christmas Day|
|December 26th||Day After Christmas (No mail Service)|
Q: When will my order arrived once it is picked up by the Post Office?
A: Orders that have been picked up by our local Post Office in Rochester, New York may take anywhere between 3-5 business days. In the best case scenarios, delivery times have been as little as 1-3 business days depending on your location on this map.
Q: Do you offer international shipping?
A: Yes, we offer international shipping to our customers. Please check with your local laws regarding your purchase before completing payment during checkout. We can not be held responsible for items that are seized by customs. Please refer to our Terms & Conditions for more information regarding International Orders.
Q: Do you offer discreet packaging?
A: Yes, at Glass City USA it is our policy to assure that all orders are shipped via USPS in plain-brown discreet packaging. You will see on the shipping label that your order has been sent out by Glass City USA. Besides that, your package will contain no mention of Glass City USA or the contents of your package. International Orders are required to have the contents labeled for shipping. This may include “Glass Art, Vaporizer, etc.”. Your billing statement will, however, reflect our company name in your transaction details.
Q: Do you ship to a P.O Box?
A: Yes, as all packages are shipped via USPS all orders may be shipped to a P.O Box address. Please make sure your shipping information is complete and accurate; including your P.O Box / Suite number. Orders that contain a billing / shipping address mismatch are held for approval. In this case, shipping to a P.O Box address may require approval by our team.
Q: What happens if my item arrives damaged?
A: At Glass City USA we pre-inspect all of our items as they are added to our inventory and before they are processed and ready for shipment. Due to our highly skilled packaging methods it is unlikely that an item will arrive damaged, however, if any items you purchased arrive damaged then please contact our customer support team within 48 hours of delivery. In the event that a return is excepted, you will be sent a prepaid shipping label which will require you to send back the package and all of the contents as received. Do not throw away anything in the package if it arrives damaged. Learn more about our Return Policy.