Refund policy

ORDER CANCELLATIONS

All order cancellations are subject to a 15% restocking fee. All sales are final. We do not accept any returns or replacements. Please carefully review your cart before completing your order as once it has been placed, it cannot be canceled or altered. Any order cancellation requests will be subject to 15% restocking fee, regardless of timeframe when order was placed. NYC Glass 718 accepts no liability for undelivered/missing orders if the customer provides an incomplete/incorrect address at checkout, Customer will be responsible for return shipping cost, if package is sent back to NYC Glass 718 due to failed delivery. 

DAMAGED ITEMS

NYC GLASS 718 LLC IS NOT RESPONSIBLE FOR ANY DAMAGED ITEMS IN TRANSIT. If any damaged items are received, immediately take photos of the package and all contents. Keep all packaging.  Email us these photos with any other pertinent information no more than 24 hours after receipt of your delivery. We will contact USPS and file a claim if necessary, we ask our customers to also do the same. Any items that have been used or are not in their original condition may not be returned, replaced, or refunded for any reason. Including dislike to flavor, defective unit, missing parts or items from sealed box, etc. We will redirect you to contact the manufacturer directly to resolve the issue. If the product ordered does not have a manufacturer warranty and is damaged or defective upon delivery, please email us with your claim, including pictures of the damaged product and order number. All claims must be emailed within 24 hours of delivery. ALL SALES ARE FINAL after 24 hours of delivery unless claim is submitted. Not all claims are deemed eligible for refunds, replacements, or returns.

All custom glass is NON refundable. If damaged during shipping please contact USPS or UPS to open a case for damaged goods during transit. NYC GLASS 718 IS NOT RESPONSIBLE FOR ANY REFUND, REPLACEMENT, or COMPENSATION OF ANY KIND FOR ANY ITEM OR PRODUCT LOST OR DAMAGED BY USPS. All orders are insured up to $100, claims are to be filed by customer, NYC Glass 718 cannot open a claim on behalf of our customers.

If a replacement or repair is required by the manufacturer, the process may take anywhere from 10 - 45 business days, based on the scenario. Please follow up directly with the manufacturer directly for a more accurate ETA. NYC Glass 718 LLC will be more than happy to help customers through any manufacturer warranty process and reach out to the proper contacts to ensure prompt attention.