What kind of shipping do you use?
We send all of our orders with either Australia Post, or Courier (TNT, Startrack, Fastway) to ensure the most effective and quickest delivery of your order anywhere in Australia. You can opt to use Standard, Express or Courier shipping options. All parcels are tracked and require a signature upon delivery for security reasons. If you would like a delivery estimate before selecting your shipping method, please get in touch with us via Email/Live Chat!
What is your Returns Policy?
Please ensure you choose the correct item when ordering, as no returns or exchanges will be accepted unless you have received an incorrect or damaged item. Please also ensure that you thoroughly hand inspect all products once received for breakages, faults or incorrect/missing items and contact customer care with a photo of what was received. If you do not report any problems with your item when you receive it, we assume that you received it in good working order without damage. We take no responsibility in providing refunds, exchange or credit for items that you have damaged or broken yourself after the fact. We also cannot accept returns for items that have been used.
I’ve received an incorrect item/my item is missing!
If you have received an incorrect item, we'll pay the return shipping costs and re-ship the correct item free of charge.
The product is not what I hoped?
Due to the individually hand blown nature of our products, slight colour and size variations may occur. If you have changed your mind, or are unsatisfied with the product, you may return post the product to us at your cost for a full refund, exchange or store credit upon us receiving the returned product in original, unused condition.
What do I do if I receive a faulty/broken/incorrect product?
We apologise if you have received a product that has either broken in transit, is faulty or you have received an incorrect product. Despite our diligence with packing, we cannot fully prevent breakages. The day that you receive your order, please contact us immediately with a photo of what you received, the box it came in and the address label. Please do not use the item and don't attempt to fix it. We cannot accept returns for used or repaired items. There are zero exceptions to this rule - it's against federal law!
If the item passes our first visual check we will send you detailed instructions on how to return the item.
You've got three options for how you'd like to proceed from there.
1. We can easily swap or exchange out your return for a new item, new item colour etc.
2. We can issue you a store credit for your return.
3. We can issue a complete refund.
If you have received an incorrect or faulty item, please contact us via live chat, or email us at support@glassbongs.com.au and we will arrange for the correct item or replacement to be sent immediately.
Can I make changes to my order?
If you wish to make any additional changes to your order such as adding more products, please get in touch with Customer Care immediately. In some cases we can manually edit your order, however if your order is awaiting dispatch unfortunately no further changes can be made.
Can I cancel my order?
We process our orders very quickly in order to ensure that your purchase will reach you as soon as possible. Therefore, we may not be able to cancel your order if it has been dispatched.
We kindly request that you contact us immediately via Customer Care to arrange the cancellation of your order, where we will confirm if we can successfully cancel your order prior to sending it out. Cancellations are not guaranteed.
All cancellations incur a $5.00 cancellation fee. This fee is applied to cover the costs associated with administration and processing your order.
How long will it take for me to receive my refund?
If you have received a faulty product and a replacement is not available, you should expect to receive your refund within a week of returning your order to us. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (3 to 5 business days).
