DUE TO THE ISSUES ASSOCIATED WITH THE VIRUS
THERE MAY BE A DELAY ON SHIPPING AND PACKING ORDERS. WE ARE SHIPPING WEEK DAYS (closed on weekends) AS LONG AS USPS OR
OTHER SHIPPING METHODS ARE AVAILABLE TO US AND THE STORE FROM WHICH THE PRODUCT IS SHIPPING IS OPEN FOR BUSINESS.
DO NOT HESITATE REACHING OUT TO US VIA OUR EMAIL
FOR ANY QUESTIONS RELATED TO YOUR ORDER.
THANK YOU TO EVERYONE FOR WORKING WITH US TO
BETTER LIMIT THE SPREAD OF THIS VIRUS.
Shipping Policy at Primal Glass
We ship from the USA
We ship from with in the United States.
WE OFFER FREE SHIPPING ON
ANY ORDERS $100 OR ABOVE
THE CUSTOMER IS RESPONSIBLE FOR
ANY AND ALL CUSTOMS, BORDER,
AND TAX FEES FOR SHIPMENTS OUT OF
SITE STOCK IS SHARED WITH OUR
PHYSICAL STORES. ON RARE OCCASION,
ITEMS SOLD ONLINE MAY HAVE SOLD IN-STORE
AT THE SAME TIME. WE WILL REACH OUT TO
SEEK RESOLUTION OR TO REFUND THE
FULL AMOUNT IMMEDIATELY IF THIS OCCURS.
Shipping Times and Shipping Speed
Shipping time unfortunately does not include the processing time for packaging up and creating your order. When you've placed an order, our shipping team works to get that order packaged and sent out. Usually you can expect this process to be completed in 1 business day. There can be delays that may occasionally occur, and processing times can take up to two days. In rare cases, processing times can be between 2-3 business days. Please understand that this increased time simply means we are hard at work making sure every order (including yours) get processed correctly and with care. We do not ship on days the USPS is closed for Holidays. Shipping times do not guarantee package arrival date.
All of our packages are shipped out via USPS. We offer a variety of shipping speeds via USPS. Tracking labels 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.
Did your product arrive broken?
ALL packages that are broken in shipping will be replaced with the same piece or an equivalent piece that has been agreed upon between Primal Glass and the customer. Broken packages must be photographed and documented before a return package will be sent out. Primal Glass must be informed of the break within TWO days of the customer receiving the package.
Please note: We understand the frustration that comes with having products arrive broken (we deal with it too). We ask you to please be patient with this process and we will work to get it sorted out as quickly as possible. Being rude will not make this process go any faster.
IMPORTANT: WE CAN ONLY ACCEPT ITEMS THAT ARE COMPLETELY UNUSED. IF AN ITEM HAS BEEN USED, WE WILL NOT ACCEPT A RETURN.
If for some reason you have received your product, and no longer want to keep it, please make sure to send an email to PrimalGlassOnline@gmail.com before sending out your return so we can be prepared to process your return.
Make sure to include with your return:
Your order number (this is crucial)
The item (unused)
If we do not receive an order number or invoice with the package, we are unable to determine who the product is from, and will be unable to issue you store credit.
For orders that the customer chooses to return, we are only able to offer store credit for the returned piece. Refunds that are issued will only be sent to the customer after items are returned to us and the condition evaluated. Customers must pay shipping and handling.