much is Shipping?
offer FREE shipping on ALL US orders. Average delivery time for free shipping
is 7-15 days, but depending on your location may take up to 20 business days.
Faster shipping methods are available for purchase, as well as international
of orders are shipped within 24 hours. Unfortunately, we cannot guarantee
delivery dates or times. We do all in our power to get your items to you as
quickly as possible, but orders can be held up due to unforeseen circumstances.
you require a signature on your packages?
reserve the right to require a signature on any order at our discretion due to
security concerns. If you are underage, DO NOT order with us. We take fraud and
underage orders very seriously, and are obligated to report all credit card fraud
to the authorities. DO NOT ORDER IF YOU ARE UNDERAGE. WE WILL FLAG YOUR ORDER.
can I check if my order has shipped?
to My Account, and click on My Orders.
will my order ship?
placed before 12pm EST (when the payment is completed) are shipped same day.
All orders are shipped within 24 -48hours unless otherwise stated on the
do I edit or cancel an item in my order?
do I track my order?
into your account at wd420glass.com. Click “My Account” and go to “My Order.” Click
the “Shipped” section of the page and click on the tracking number.
order never arrived. What do I do?
check the tracking. If it’s still in transit, just wait until they deliver it.
If it says “Delivered” and it hasn’t arrived, please contact your post office
with the tracking number.
item is missing from my shipment. What do I do?
deliver the package via free shipping by default, which may take 7-15
days. You also can choose the DHL delivery if you want a faster and
do you ship from?
ship out of China (Or California warehouse).
if my order breaks during shipping?
package all orders using a proprietary system we’ve developed to prevent 99.7%
of breakage during shipping. However, no one’s perfect, and mistakes may rarely
occur. In the unlikely event your item arrives broken, DO NOT throw away the
box or packing materials. We will need CLEAR photos of the broken items as well
as the box in order to file a claim with the shipping provider.
on the extent of the damage, we may issue a return-shipping label, or simply
tell you to toss the broken item in the trash. In either case, a brand-new
replacement item will be sent out to you.
will my package look like?
package will arrive in a brown box. The box will not say WD420 Glass anywhere.
I have my order shipped to another address other than the one listed on my
The billing address is only used to verify the credit card information.
However, we may request ID verification if the order is going to a different
name than the one on the credit card in order to prevent fraudulent orders with
stolen credit cards, as well as underage orders.
you use an American Express card to pay, your order MUST be sent to the billing
address. This is only for orders paid via American Express.
if I need to update or change my shipping information?
us by email email@example.com ASAP. Once your order is shipped the
destination cannot be changed.
payment methods do you accept?
can pay by any of the following:
Major Cards: Visa, Discover, Mastercard, American Express
you accept Paypal?
we do accept Paypal.
if I choose to cancel my order?
us by email firstname.lastname@example.org with your order number ASAP.
do I create an account?
“Sign In” at the top right corner of the page.
do I edit my account information?
“My Account.” Here you can edit your physical address, email address, password.
if I forgot my password?
“Forgot Password” on the login page. Our system will email you a link to reset
you offer discreet billing?
of now, your billing statement will show a charge from WD420 Glass. This will
change in the future.
I have to pay sales tax?
don’t charge sales tax.
need a copy of my receipt/invoice.
to “My Account.” Click “Order Status.” Each of your order invoices can be found
will my credit card be charged?
card will be charged when you place your order.
will my purchase show on my billing statement?
of now, your billing statement will show a charge from WD420 Glass. This will
change in the future.
do I use a coupon?
on your shopping cart or on the checkout page, enter your coupon code into the “Enter
Coupon Code Here” field.
cannot complete my transaction because of an “AVS Mismatch” or “Gateway error”.
What does this mean?
Glass provides our clients with a very strict and secure checkout system to
ensure each purchase is authentic and non-fraudulent. If you did not receive an
order invoice number, then your attempted transaction was rejected. The
"AVS Mismatch" or "Gateway Error" is a direct result of
incorrect or mismatched billing information being used to complete the purchase.
can I do to correct and resolve the “AVS mismatch” or “Gateway error”?
billing information you entered for your order has to absolutely match the
information your credit or debit card company has on file for you. Street
address, phone number and email address have to be perfectly matched for the
transaction to go through successfully. Use only standard abbreviations such as
“St, Ter, Ct, Blvd or Ave.” Any variations in billing information from what
your card issuer has on record for your account will be rejected as a failed
transaction. Each failed transaction attempt will result in a temporary pending
charge to the listed account used. The account will never be charged the
pending amount and all pending charges will take up to 24 hours to be released
from the account. We highly recommend contacting your Bank or Credit Card
Company to confirm all information is accurate before placing your order. If
you are required to update your information with your card company, it will
take 24 hours for the new billing information to be confirmed in the national
do I return my product?
may return UNUSED products within 7 days or your purchase if they do not meet
your requirements. First, contact email@example.com for an RMA number. Returns
will not be accepted without an RMA number. Next, carefully package your items
the same way they arrived. Be sure that all glass items are completely
surrounded and cocooned with bubble wrap and packing peanuts. In the event a
return comes back to us broken, no refund will be issued until a shipping claim
is filed and paid out.
WD420 Glass accept USED PRODUCTS to be returned or exchanged?
We absolutely 100% WILL NOT accept used product returns. If it looks or smells
like it was used, it will be thrown out immediately and no refund will be
issued. There are no exceptions to this policy.
received the wrong product.
you received the wrong product(s), email firstname.lastname@example.org within 48 hours
of receiving your package. DO NOT USE THE ITEMS. If you use the items, we
cannot replace them. Once you contact us, our team will decide whether to issue
a return shipping label and have you sent the item back, or let you keep it and
send you the correct item.
is your return policy?
understand the frustration of receiving something you ordered online and not
being happy with it. To help alleviate your hesitancy to shop online, we offer
a 7-day guarantee on UNUSED items. If you are unhappy with your item, let us
know and we'll issue a refund. All preference-based returns are subject to a 10%
restocking fee OR the option to receive store credit for the full amount of
your order. Just contact us, get a Return Merchandise Authorization (RMA#) and
send it back. After 7 days, returns are subject to a 20% restocking fee.
Customers are responsible for shipping fees on return items if the return is
due to preference. If there was a mistake in the order or an item came broken,
we will cover the cost of the return shipping.
do I contact you?
try to make it super easy to get a hold of us. If it’s a question about your
order, you can fill out our contact us form, email us at email@example.com.
If you have questions about an item, the following contact methods are
hours Email firstname.lastname@example.org
hours Instagram @wd420glass
hours Messenger @wd glass
I change my order after I’ve made my purchase?
but only before it is shipped out. If you need to make a change to your order,
contact us immediately by Email, Messenger or Instagram. Once your order is shipped
it cannot be changed.
if I do not like my item(s) and want to return the items for an exchange?
problem. Contact us by email to set up an exchange. We will issue an RMA number
and have you sent the item(s) back. If the item you’d like instead is of a
greater value, just pay the difference. If it’s of a lesser value, we’ll pay
you the difference!
will my refund credit appear on my account?
should see a refund post to your account 1-3 business days after the refund is
issued. This may depend on your banks policies.
the photos the actual pipes for sale?
of our photos are taken of actual products from our inventory. Please understand
that all of our products are hand made by human artists, and as such may have
minor variations in size, shape, or color from the ones pictured. Any
variations are minimal, aesthetic, and will never affect functionality. If one
of our manufactures changes a product enough that it’s very different from the
previous ones, we will take new photos and edit the product listing.
do you restock your products?
soon as we are running low on a product, an order is placed with the
manufacturer to restock our inventory. As soon as the order arrives, it goes
through quality control and the stock is updated on our site.
if I want an item that’s out of stock?
can I find out correct size information I need for a particular product I want
product has a specification explaining Joint Type and Height right next to the
image (or below the image on mobile devices). If you have any questions about
size, do not hesitate to contact us. Our team will be glad to help.
I customize the items?
We make customized items if the MOQ is about 50+. The MOQ may vary according to
different products. You can get a VIP
price if you place a larger order. Please Email email@example.com if you
want more details about OEM.
looked all over the Internet and I just can't believe how cheap you are! How???
are an online only retailer with no physical store. The reduced overhead costs
of not having a retail store combined with our sales volume allow us to offer
products at prices well below our competitors.