Shipping & Return Policy
Shipping Policy at Primal Glass
We ship from the USA
We ship from with in the United States.
Shipping Times and Shipping Speed
Shipping time unfortunately does not include the processing time for packaging up and creating your order. When your'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 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. Customers must pay shipping and handling.