Refund policy

Returns, Refunds & Warranty Claims

At Thick Ass Glass, we want every order to arrive safely and exactly as expected. If there is an issue with your order, please contact us as soon as possible at info@thickassglass.com so our team can review and help resolve it.

Damaged Shipments

If your order arrives damaged, you must report the damage within 48 hours of delivery. Claims reported after 48 hours may not be eligible for a refund, replacement, or exchange.

To report shipping damage, please email info@thickassglass.com with your order number and clear photos of the damaged item, packaging, shipping box, and shipping label. Please keep all packaging until your claim has been reviewed, as additional photos may be requested.

Do not mail broken glass back unless we specifically request it. Broken, dirty, or used glass should never be shipped back to us for a damage claim or warranty claim. Photo confirmation is the required method for reviewing broken glass claims.

Returns

To be eligible for a return, the item must be unused, clean, undamaged, and in the same condition that you received it. It must also be returned in the original packaging when possible.

All returns must be arranged by contacting us first at info@thickassglass.com. Please do not send an item back without contacting us first, as unauthorized returns may be delayed, rejected, or returned to sender.

Used, dirty, altered, damaged, or broken items are not eligible for standard return approval. For safety reasons, dirty or used glass should never be sent back to us.

Refunds

Once your return is received and inspected, we will review it based on the return approval details provided by our team.

If approved, refunds are processed back to the original payment method. Please allow time for your bank, credit card company, or payment provider to post the refund to your account.

Shipping costs are non-refundable. If a return label is provided by us, the cost of return shipping may be deducted from your refund unless otherwise stated by our team.

Late or Missing Refunds

If you have not received an approved refund yet, please first check your bank account again. Then contact your credit card company or payment provider, as it may take time before the refund is officially posted.

If you have done this and still have not received your refund, please contact us at info@thickassglass.com.

Sale, Clearance & 2nd Quality Items

Clearance items, final sale items, and certain discounted items may not be eligible for refunds unless otherwise approved by Thick Ass Glass.

2nd Quality items are sold at a discount due to cosmetic or production inconsistencies and may have different eligibility rules than 1st Quality items. Please contact us before purchasing if you have questions about a specific item's return eligibility.

Exchanges

We replace items only if they are defective, damaged, or otherwise approved by our team. If you need an exchange for the same item or an equivalent item, please email info@thickassglass.com with your order number and photos of the issue.

Depending on inventory, an exact replacement may not always be available. If the same item is unavailable, we may offer an equivalent replacement, store credit, or another approved resolution.

Warranty Claims

If you purchased the optional TAG Warranty Protection Plan and your covered piece breaks within the warranty period, please email info@thickassglass.com to begin your claim.

Warranty claims require photo confirmation. Please send four (4) clear images of the broken product, including images showing all TAG logos present on the product. Do not throw away or discard your glass until your warranty claim has been completed and approved, as additional photos or details may be requested.

Do not return broken warranty glass. Warranty claims are reviewed by photos only unless our team specifically requests otherwise. Never send dirty, used, or broken glass back to us.

Approved warranty claims provide one replacement according to the terms of the warranty. Warranty replacements are not refunds. The customer is responsible for the shipping cost on approved warranty replacement orders.

Shipping Returns

To arrange a return, please email info@thickassglass.com before shipping anything back.

If your return is approved, returns may be sent to:

TAG Returns
4940 Northpark Drive
Colorado Springs, CO 80918

You are responsible for return shipping costs unless otherwise stated by our team. We may be able to provide a return shipping label, and if so, the cost of that label may be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.