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Tracking Your order

How to Track Your Order Once your order leaves our warehouse, we’ll send you an automatic shipping email with a tracking number and a link to track your order. If you don’t see the email in your main inbox, please check your spam or junk folder. Why Does My Package Show “Pre‑Shipment” or “Package Pending Acceptance”? Sometimes tracking platforms show your order as “Pre‑Shipment” or “Package Pending Acceptance” even after the courier has picked it up. This happens when a large batch of packages is scanned under a single barcode rather than individually. In most cases, the tracking information updates when your package reaches the next facility or shortly before it’s out for delivery. Rest assured, your order is still moving through the courier’s network. If you’re concerned about a delay or your tracking hasn’t updated for more than a few days, please contact us with your order number and we’ll be happy to help.

Last updated on Sep 26, 2025

Shipping Information

Do you offer free shipping? Yes! All U.S. orders ship for free. For orders that do not qualify for free shipping, shipping costs are calculated at checkout. How quickly will my order ship? We pack and ship orders Monday–Friday and Sunday and typically dispatch within 24 hours of receiving your order. You’ll receive a tracking email as soon as your package is on its way. How long will delivery take? Delivery times depend on the shipping method you choose at checkout, starting from the day after your order leaves our warehouse: - USPS Ground Advantage: about 3–8 business days - USPS Priority Mail: about 1–3 business days - FedEx OneRate: about 2-3 business days Weekends and holidays aren’t counted as business days, and occasional carrier delays (e.g., during holidays or after major events like COVID‑19) may occur. Is the packaging discreet? Absolutely. We ship in plain packaging with no branding, so no one can tell what’s inside. Do I need to be home to accept the package? Our orders don’t require a signature and will be delivered to your mailbox or doorstep. Do you ship internationally? We ship worldwide using USPS International (typically 8–14 business days) or FedEx International (2–7 business days). Shipping times vary by destination and customs processing. Orders may be subject to import taxes or customs duties—please check your country’s regulations before ordering. We recommend looking into any local restrictions to ensure the product can be received once shipped. SavedBy Shipping Insurance For added peace of mind, you can add SavedBy Shipping Insurance at checkout. When selected, your order is protected against loss, theft, and damage in transit. If something goes wrong, you can request a replacement or refund directly through SavedBy. The cost is a small fee based on your order value, shown next to the insurance toggle in cart/checkout. How it works 1. Add at checkout: Toggle SavedBy Package Protection in your cart/checkout. The small fee is shown before you pay. 2. Get your claim link: You’ll receive a separate SavedBy email with a “File a claim” button. 3. File if needed: Use that link to submit your claim with basic details (and photos for damage). What’s covered - Lost in transit (package stops updating or never arrives) - Stolen after delivery (marked “delivered” but you can’t locate it) - Damaged on arrival (items arrive broken/defective) Good to know - Coverage applies only if you add SavedBy before completing your order. - Claim timing and simple documentation requirements are shown in your SavedBy email/portal. - Replacements or refunds are issued once your claim is approved. Where to file a claim Click “File a claim” in the SavedBy email you receive after checkout. If you can’t find it, check spam or search your inbox for “SavedBy.”

Last updated on Sep 26, 2025

Order Changes/Cancellations

Changing an Order If you need to make a change such as updating the items or shipping address, please contact us as soon as possible with your order number. Your order number was sent to you via email when you placed the order. We’ll do our best to update your order before it ships, but changes may not be possible once it reaches our fulfillment queue. If your order has already shipped, you can still return any unused items within 30 days of delivery for a refund or exchange. Return shipping costs may apply. We’re happy to help, just reach out to us. Cancelling an Order To cancel your order, contact us immediately with your order number. Your order number was sent to you via email when you placed the order. We’ll try to intercept it before it ships, though we can’t guarantee we’ll catch it in time. If the order has already shipped, you may return the unused items within 30 days of delivery for a refund or exchange (return shipping costs may apply). Contact us and we’ll guide you through the process.

Last updated on Sep 26, 2025

Payment Methods & Promotions

Accepted Payment Methods Credit/Debit Cards: Visa, MasterCard, American Express, Discover Buy Now, Pay Later: Sezzle All payments are processed securely through Shopify Checkout. We never store full card details. What is Sezzle? Sezzle lets you split your purchase into 4 interest-free payments over 6 weeks (no interest when paid on time). How Sezzle works on our store 1. Choose Sezzle on the Payment step in Shopify Checkout. 2. You’ll complete a quick approval/sign-in with Sezzle. 3. Pay 25% today; the remaining 3 payments are automatically charged every two weeks. 4. Your order is confirmed; we’ll process and ship per our normal timelines. Sezzle details - Available to customers 18+ in supported regions. - Approval, limits, and any late/reschedule fees are managed by Sezzle. - No impact on order timing—we ship after Sezzle approves your order. - For payment date changes or billing questions, please use your Sezzle account or Sezzle Support. Returns/Refunds with Sezzle If we issue a refund, it’s sent to Sezzle. They’ll adjust your remaining payments and refund any installments already paid, per Sezzle’s policy. Promotions & Discount Codes - Enter your code in the Discount code box at checkout and click Apply. - One code per order - Some promotions may exclude certain products or sale items. Gift Cards & Store Credit - Shopify Gift Cards: Enter the code at checkout like a payment method. - Store Credit (if applicable): Enter the code at checkout like a payment method. Taxes, Currency & Authorization Holds - Sales tax is calculated at checkout based on your shipping address. - Orders are charged in US Dollars; your bank may apply conversion fees. - Some banks show a temporary authorization hold that clears automatically. Payment Troubleshooting - Double-check that your billing address matches your bank records. - Try another method or contact your bank to approve the charge. - For Sezzle-specific issues, manage your order in your Sezzle dashboard. Quick FAQs Can I use a promo code with Sezzle? Yes—apply the code at checkout before choosing Sezzle. When are Sezzle payments due? Every two weeks after your first 25% payment (see your Sezzle account for dates). Do you ship Sezzle orders right away? Yes—after Sezzle approval, we process and ship like any other order.

Last updated on Sep 26, 2025

Warranty, Returns & Exchanges

Returns & Exchanges We stand behind our products. If you’re not completely satisfied, you may return unused items purchased on our website within 30 days of delivery for a refund or exchange. How to start a return Email order number and photos of the unused item(s) to support@soft.glass. We’ll provide return instructions and process your refund or exchange once the items arrive. Used products Due to the nature of our products, we cannot accept returns on used items for legal and hygienic reasons. This is standard across our industry. If you’re having an issue with a used item, please reach out—we’re always here to help. 🙂 Missing or Incorrect Items If something’s missing or not quite right in your delivery, we’ll make it right. Please contact us within five days of delivery so we can resolve the issue quickly. What to do: Email your order number and a photo of everything you received to support@soft.glass. We’ll review the information and arrange for the missing item to be shipped or the incorrect item to be replaced. Damaged or Defective Items Although each piece is handmade and goes through a quality control check, occasionally a defective product may slip through. If your item arrives damaged or doesn’t work as expected, please let us know within 15 days of delivery so we can help. How to report a defect: Send us your order number along with photos or a short video showing the problem. We’ll determine whether to send a replacement or issue a refund and will get back to you as soon as possible. SavedBy Shipping Insurance For added peace of mind, you can add SavedBy Shipping Insurance at checkout. When selected, your order is protected against loss, theft, and damage in transit. If something goes wrong, you can request a replacement or refund directly through SavedBy. The cost is a small fee based on your order value, shown next to the insurance toggle in cart/checkout. How it works 1. Add at checkout: Toggle SavedBy Package Protection in your cart/checkout. The small fee is shown before you pay. 2. Get your claim link: You’ll receive a separate SavedBy email with a “File a claim” button. 3. File if needed: Use that link to submit your claim with basic details (and photos for damage). What’s covered - Lost in transit (package stops updating or never arrives) - Stolen after delivery (marked “delivered” but you can’t locate it) - Damaged on arrival (items arrive broken/defective) Good to know - Coverage applies only if you add SavedBy before completing your order. - Claim timing and simple documentation requirements are shown in your SavedBy email/portal. - Replacements or refunds are issued once your claim is approved. Where to file a claim Click “File a claim” in the SavedBy email you receive after checkout. If you can’t find it, check spam or search your inbox for “SavedBy.”

Last updated on Sep 26, 2025

Account & Communication Management

Account Access Forgot your password? Click “Forgot Password” on the login page: Account – SOFTGLASS and follow the instructions to reset it. You’ll receive a password reset link by email. Update account details Log in to your account, then go to Account Settings to update your name, email, or password. Manage saved addresses & payment methods Under Profile, you can add, edit, or remove saved shipping addresses. For payment methods, update your details securely during checkout and choose “Save for future use.” Email & Notification Preferences Unsubscribe from marketing emails Click the unsubscribe link at the bottom of any marketing email you receive from us.

Last updated on Sep 26, 2025