If you are not satisfied with the contents of your box, you have 48 hours from the day of delivery to request a Retail Value Refund as long as:
- Box contents are in perfect condition, nothing is used, altered or missing when returned to TWB.
- If products are damaged during return shipment, you are responsible for those products and they are not eligible for return.
- If any products are used, that order will not be eligible for refund/return.
If all products are received by us in good condition, you will then be issued a Retail Value Refund. This means:
- Refunds will be issued for only the retail cost of the box, less any discounts you received during checkout.
- You are responsible for all postage and shipping charges incurred for the order. This includes both original and return shipping costs.
You are responsible for obtaining return shipping should you choose to return your box. You may request a return label from TWB to be emailed to you, but the charges for this label will be deducted from your Retail Value Refund.
When we receive the box, TWB will issue you a Retail Value Refund for the retail value of the box, less any discounts received during checkout, and minus a $15 restocking fee.
You have 48 hours from the day of delivery to request a return.
TWB does not refund postage due to USPS and/or UPS delays.
TWB does not refund or replace packages that have been confirmed by the USPS and/or UPS delivered to the address provided at checkout.
Used glass items are not eligible for refunds/returns/replacements.
If glass arrives broken, you must contact customer service within 1 business day from the the day your package was delivered to be granted a Replacement. TWB does not offer refunds for broken items, only Replacements.
Received Wrong Item
Should you have received the wrong item on your order you must return the item in order to receive the correct product you purchased. We will issue a return label which is sent to your email. When you return the wrong item, you must ensure the product is packed properly so it does not break during shipping when it’s on its way back to us. Should you return the item back to us in broken, used, or missing pieces/parts, you will no longer be eligible to have your original (correct) item sent out to you, and you will not be eligible for any type of refund. By ordering from this website, you agree to all of these terms via our refund policy.
TWB does not refund or replace packages that have been stolen after confirmed delivered to the (address provided at checkout) by the USPS and/or UPS.
If your package has been stolen after confirmed USPS and/or UPS delivery to your address, TWB encourages you to file a report with your local authorities.
If USPS or UPS reports your order as “lost” or “lost in the mail” via tracking, TWB will send you your order again. We do not issue refunds for lost mail situations, only a replacement of product and/or store credit.
TWB is not responsible for delayed shipping. Each customer selects their own shipping carrier. Customers may contact USPS & UPS directly about delayed shipping.
If your tracking states DELIVERED but it’s not there, you must contact USPS or UPS directly as TWB is not responsible for stolen packages. The customer may file a claim with USPS or UPS.
Find out more about our terms and conditions on our shipping carriers by clicking here
TWB is not responsible for the customer accidentally entering the wrong address at checkout. Should a customer enter the wrong address, and the order has already been shipped, TWB cannot change the address or refund that order. By ordering on this website, all customers agree that they are responsible for entering an incorrect address at checkout. Please see “Shipping Carriers” section for further details on contacting shipping carriers.
Should you receive an email to verify your identity due to your order being flagged as fraud, your order will experience a shipping delay. Although our orders ship next business day, any orders that need to be verified due to a fraud warning will not be shipped until the following business day after we received the three identity verification documents requested.
Save your Packaging
Should you receive the wrong order, or have missing items from your order, please contact customer service within 24 hours so we can assist you with this issue. You must save all packaging, boxes, labels, etc. from your order as evidence when contacting customer service for any product/delivery issue.
Should Items be missing from your box/order, please reach out to customer service at email@example.com
- Images of packaging your order came in (packaging provided by TWB)
- Images of all products received
- Order Number
- Detailed Description of Items Received & Items Missing
When will my order be shipped?
Next business day!
Where is my tracking number?
Your tracking number will be emailed to you within 1 business day.
How long is shipping?
On average 2-3 business days, but you may select different shipping speeds at checkout.
Do I need to show my ID?
No. You agree you are 21+ when you enter the website.
Can I return my order?
Yes. View our Refund Policy for more details.
Do you ship to my state?
Yes, we ship to every state in the US
What if my glass arrives broken?
We will replace it!
Do you ship to Canada or other countries?
Unfortunately we currently on ship within the US. Follow us on Instagram to find out when we start shipping internationally @twbglass
My tracking says “delivered” but it’s not here yet?
Follow these steps by clicking here
Cancel my subscription?
We are NOT a subscription so there is nothing to cancel!
Cancel and refund my order?
Chat with us to have your order canceled and refunded. We can only cancel/refund orders before they are shipped.