FAQ

 How do you ship your packages?

Packages are securely and safely wrapped in double wall boxes. We understand our customer's concerns about privacy and discretion, so everything we ship will be through plain cardboard boxes with no outside markings to indicate glass products.

 

Do you require a signature on your package?

Most shipments do not require a signature. 

 

Where do you ship from?

Shipping time is generally 3-5 business days depending on your location. Packages to the west coast typically take a minimum of 5 business days to arrive.

All of our packages are shipped via USPS. Tracking numbers are activated once it passes through USPS systems which may take up to 24 hours.

  

What payment methods are accepted?

All major credit cards and PayPal. If you do not have a PayPal account, you can still make a one time payment via PayPal using only your credit card without a PayPal account. 

 

Do you accept returns?

Returns are accepted up to 14 days after you receive it, if the item is unused.

 

What if my order breaks during shipping?

Please contact us at clothing@illadelphglass.com with a picture and we will issue a refund or reship.

 

What if I choose to cancel my order?

Email clothing@illadelphglass.com right away to let us know. If it hasn’t shipped we will cancel it immediately and issue a full refund. 

If it has already been shipped, you will need to return the package back to us in the condition it was recieved and we can refund the original purchase price, minus the initial shipping costs.

 

When will you restock an item?

We always try to stay in stock on our products.  It could be a few days to a couple weeks based on our current inventory. 

 

How do I know you have received my order?

We will send an email with your order confirmation. Once your order has been shipped, you will receive another email with a tracking code for your package.

 

Do you ship internationally?

We ship only to United States and Canada at the moment.

 

Which products qualify for free shipping?

The Illa-Pen and it's accessories are shipped for free (unless combined with a non-pen related product in your order).