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FAQ

FAQ (Please email for more questions, we will build this FAQ page up to include much more information and require your questions to make it the most informative information base possible)

 

Shipping

  • Orders ship within 1-2 business days (Monday - Friday). Orders ship by 8AM every morning
  • Orders placed after 8AM are not guaranteed to ship same day.
  • We ship internationally to ALL countries! We recommend DHL Express.
  • If damaged product is received, do NOT use it. Send pictures ASAP to info@thickassglass.com
  • We ship using plain brown boxes with Red Fragile Tape. The shipping label says from "Shipping Department"

2nd Quality Items

  • Imperfections on 2nd quality items are all different, which can include: scratches, chips, black marks, white marks, red marks, and other general visual imperfections.
  • NOT REPLACEABLE - If your 2nd quality item breaks due to any reason we can not cover it for replacement, this is part of the discounted price. They are inferior and may be more prone to a break!
  • Most 2nd quality items appear to be 1st quality at first glance.
  • 2nd quality items are made exactly the same as 1st quality pieces but have visual imperfections
  • 3rd Quality - Means the item has a crack, still function and usually durable but not guaranteed. They are significantly discounted. **NO ACCESSORY INCLUDED**

    Time Sensitive Shipping

    • Only UPS has guaranteed "Time Sensitive" delivery options
        • Orders will ship within 24 hours (Monday - Friday)
    • When shipping via USPS there will often be delays and they will often miss their estimated delivery date. Do NOT use USPS for Time Sensitive Shipments!
    • For example. USPS Priority Mail is NOT a guaranteed 3 Day service
      • If USPS misses their estimated delivery date they will not offer a refund for missing it. 
      • UPS however guarantees the delivery and will refund you. 

    Returns

    • If we make an error with your order, we will fix it at no additional cost to you.
    • If you accidentally order the incorrect item and wish to exchange. We will require you pay to ship the merchandise back to us. We will however cover reshipping the correct item to you for free.
    • Must contact info@thickassglass.com within 7 days of delivery date. Items must be unused.
      1. If you chose to return the product you will need to pay return shipping.
    • Before making any returns you must email us first!
    • Please use one of the following subject lines
      1. “Order: Problem with Received Order”
      2. “Order Received: Requesting Return for Refund”

    Billing Statement

    • Charges will show up as "Thick Ass Glass"
    • No physical mail will be sent to the billing address

    Anti-Fraud

    • We use an anti-fraud service like Riskified, this service monitors ALL orders and helps detect fraud. If for any reason your order shows up as fraudulent we will completely cancel the order and refund the money.
      • You will need to place a new order with more accurate information.
        • When you place your new order please make sure you use the correct billing address that matches the billing address on file with your bank. By doing this your order should pass the verification process.