At PinGlass, we are committed to providing our customers with high-quality products, including those containing glass and glass cleaning solutions. Our reputation depends on it, and we take pride in the care and attention we give to every order. We meticulously inspect each item before it leaves our warehouse to ensure it meets our stringent quality standards and arrives to you in perfect condition.

Due to the fragile nature of glass products and the potential for contamination with glass cleaning solutions, we do not accept returns for any reason other than damage incurred during shipping. We believe this policy best protects both our customers and our company.

Damaged in Shipping

While we take every precaution to package your order securely, accidents can occasionally happen during transit. Please perform the following steps upon receiving your order:

1. Inspect the Package: Immediately upon delivery, carefully inspect the package for any signs of damage.  When receiving glass products, please rotate the package and listen for evidence of shifting pieces of broken glass.

2. Picture and Video Evidence is Required: To process a claim for shipping damage, you must provide the following picture and video evidence of the damage:

   – UPS requires 4 pictures for claims:   
   1) A full picture of one side of the box.
   2) A full picture of the other side of the box.
   3) A close up shot of the shipping label.
   4) A picture inside the box showing the damaged goods.

   – As additional documentation, we require a video of the full unboxing.  This video should clearly show the unopened package and any external damage, if present. Then, carefully unbox the items while still recording, showing the condition of each individual product, including any glass items and glass cleaning solutions. The video must be continuous and uninterrupted, from the initial inspection of the sealed package to the final reveal of the damaged product(s). Still images alone will not be accepted.

3. Contact Us Immediately: Within 24 hours of receiving your damaged order, please contact us at [email protected] with the following information:

   • Your order number
   • A description of the damage
   • A link to the video evidence of the damage (e.g., via a file-sharing service like Google Drive, Dropbox, or WeTransfer). Please do not email large video files directly.

4. Review Process: Our team will carefully review the video evidence you provide. We will also contact the shipping carrier to initiate an investigation into the damage.

5. Resolution: At our sole discretion, we may choose to:

   • Immediately ship replacement product(s): In some cases, we may expedite the shipping of replacement items to you.
   • Await Shipping Claim Resolution: In other cases, we may need to wait for the shipping claim process to be completed before sending replacement product(s). We will keep you informed of the status of your claim.

We appreciate your understanding of our return policy. We are committed to ensuring your satisfaction and will do our best to resolve any shipping-related issues promptly and efficiently.