Policies

Return & Refund Policy

In store purchases: We accept returns for refund within 14 days of purchase with the original receipt and in original, saleable condition.

Online purchases: We have a 14-day return policy Please inspect your order upon receipt and contact us immediately if the item is incorrect, defective, or damaged. We will evaluate the issue and work with you to make it right.  If you want to return your undamaged item, you are responsible for the cost of mailing it back to us safely. As a small business, we cannot compete with the policies of big online corporations.

 
To start a return for damaged merchandise, please contact us at info@crackedglassdesign.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For both in-store and online purchases: To be eligible for a return, your item must be in the same condition that you received it. 

Exceptions / non-returnable items 

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Shipping Policy

Shipping

All shipping times provided at checkout are estimates only and are not guaranteed. Delivery timelines may vary due to factors outside of our control, including courier delays, weather conditions, holidays, and peak shipping periods.

If a package has not arrived within 10 business days from the date it was picked up by the courier (excluding weekends and holidays), we will initiate an investigation with the courier company on the next business day.

Please note that courier investigations can take up to 10 additional business days to be completed and resolved.

Lost Packages Policy

If a package is suspected to be lost, we will open an investigation 10 business days (excluding holidays) for Canadian addresses and 15 business days for International addresses including the USA after the order has been picked up by the courier. Please note that during peak shipping periods, such as the holiday season, delivery times may be longer than usual.