Shipping, Warranty & Returns

Shipping

All products are shipped requiring an adult signature for delivery.
All orders are shipped via USPS or FedEx or UPS. All orders are shipped as quickly as possible, and most ship the same day. Orders placed after 2 P.M. Eastern Time on Friday as well as orders placed throughout the weekend will likely be shipped on Monday, even though we may process them at any time (even Sundays). At times, due to the backlog of orders to fulfill on Mondays, some orders placed on Monday may ship on Tuesday.
Expedited orders usually ship the same day if received prior to 3 P.M. EST. All USPS shipping times (i.e. Priority Mail 2-Day) are merely estimates provided to us by USPS and are NOT GUARANTEED delivery times. Packages shipped using this method may arrive earlier or later than the estimated shipping time.


Shipping charges are calculated during checkout based on the estimated weight of the order but actual shipping charges could vary depending on products and options chosen. We reserve the right to use the carrier of our choice without the notice or consent of the buyer.


When shipping problems occur (i.e. tracking information shows package as delivered, but package was not received), it is best to IMMEDIATELY take the tracking number to your local post office for further inquiry and request that they locate the package. They often have more information regarding the delivery or may even be holding the package there. The delivery person may also be able to provide further information about where the package was left.


Shipping fees are non-refundable unless there was a fulfillment error on our part.

 

Sales Tax

We collect sales tax in the state of New York. All shipments to NY are subject to New York Sales Tax. 

Payments & Billing

Your credit card will be charged immediately upon placing the order. We ship your order as soon as payment clears into our bank.

Your purchase will show up as “JustChillGlass” on your credit card statement.

 

Warranty & Returns

Please read and understand our warranty and return policy before placing an order. By placing an order on this website, you agree to accept the terms and conditions as stated below. 

Need to return a product? Changed your mind? No problem! We are here to help! 

Returns for no longer needed, ordered in error or unauthorized charges: 

We have a 7-Day return policy with no restocking fees for unused or unopened products. The 7-day window is from the day the shipping carrier confirms delivery to your door.

A valid Return Authorization Number (RAN) is required for all returns. A RAN is valid for 7 days from the date of issuance and expires on the 8th day of issuance. The product being returned must be postmarked within that 7-day period. All RANs must be valid, unexpired and are issued for the product being returned. Only one RAN is issued per item. When it expires, you may no longer return your product.
Although we offer free shipping, it is associated with a real cost which we will deduct from the amount being refunded.

 

Returns for Dead on Arrival (DOA)

All our products are sold brand new and sealed as received from the manufacturer. Sometimes items are defective out of the box also known as Dead on Arrival (DOA). We only accept DOA returns if a product has a manufacturing defect or was damaged in transit. We urge you to check the item for any defects or missing parts as soon as possible since you have only a 7-Day return window to inform us of any issues you are having with the item. The return window will expire on the 8th day from the delivery confirmation date, after which, the manufacturer warranty will take effect and all returns must be processed thru the manufacturer. Please contact us and we will do our best to assist you in this regard.

All DOA returns must include original unused manufacturer documentation (manuals, warranty cards, authenticity cards), accessories (cables, tanks, mods, RDAs etc.) that came with your original product.

DOA returns must also include original manufacturer’s packaging that came with your product (manufacturer’s’ box, Styrofoam etc.)

Eligibility for refunds, repairs or exchanges are limited to products determined to have manufacturing defects or premature failure within a 7-day period. Products that are damaged through misuse, negligence, abuse or modified or repaired by anyone other than JustChillGlass are not eligible for exchange.

Products that are functional, not sold by JustChillGlass, determined to be out of warranty or damaged by misuse will be sent back without exchange.

Please allow us up to 7 business days to process any refunds. 

All returns are subject to evaluation by our returns department. Missing or damaged items are subject to a restocking fee of 20% or as determined by our returns department.   

 

Fulfillment Errors

All our packages are personally packed and shipped with all the care possible. But sometimes mistakes do happen and we take care of them immediately.  

Requests to correct fulfillment mistakes that are made by JustChillGlass will be accepted for 48 hours after the receipt of your order. 

Requests for missing or incorrect items will not be accepted after 3 days from the date you have received your order.

Please inspect your order immediately upon receipt and if you feel there is an error, please email us immediately at info@justchilglass.com

Instructions will be provided once a request is submitted.

 

Returned Packages

A refund will be given upon request for any packages that are returned to us due to an undeliverable address, refused packages, packages that were not picked up, etc. The package may be re-shipped upon request, but will require payment of a second shipping charge to cover the cost of re-shipment. We can also provide a store credit for an amount totaling your order. This store credit can be used any time for up to one year.

Returning/Exchanging Products

We all know mistakes happen when ordering and we always try our best to fulfill any last-minute request you may have. These requests may not be taken care of due to the fact by the time we receive your email request for a change, the package is en-route. If you wish to have a product exchanged, it must be unopened and in new condition before mailing it to us. The customer must cover shipping both ways for exchanged or returned items.

Customer Service

Our helpful customer service department is committed to assist you in every way. If you have a question or problem with your order, please call 1-914-885-2016 for Customer Service, Monday–Friday, 9 a.m. – 6 p.m. EST. Or email us at sales@justchillglass.com 24 hours a day, 7 days a week. Special requests or adjustments need to be arranged with our Customer Service department before your order has shipped.