Shipping and Returns Policy

SHIPPING ORDER PROCESSING

Packages are generally shipped and received within a day or two of payment clearing.

For glass orders, our goal is to provide you with the specific items you ordered. In order to do this, it may take up to 2-4 weeks to commission artists to make these exact products for you (depending on quantity and availability). If you would like to reduce this time to less than a week, please let us know if you approve of us making substitutions on your order (Please see below). 

Packages will be shipped using UPS ground, unless a preference is specified by customer. The shipping provider will contact you using the email connected to your account when your order is shipped and when it has arrived at its destination. If by chance any exceptions or issues with shipping occur you will also be contacted by the carrier by email.

SUBSTITUTIONS AND CHANGES TO ORDER

If we are out of stock for a product you ordered, we will contact you to see if you would like us to make a substitution of a similar product, or if you would like to wait until we have the item(s) in stock again. We are happy to provide pictures of various substitution choices and will do our best to pick the highest quality pieces for you.

We will contact you through your provided email or phone number if there are any changes to your order that need to be made.

RETURNS OR DAMAGED ITEMS

If you receive any damaged items, contact us at james@smokeymountainglass.com or via phone within 72 hours of receiving the shipment and we will work with you to find an acceptable solution.

While all sales are final, if you have any problems with your order we will resolve them on a case by case basis. Please contact us and we will work as quickly as we can to resolve the issue. We take pride in our customer service, and will work closely with you to make sure you are completely satisfied with your order.

If you placed your order in person, please notify us of any cracks or damages within 72 hours. We generally prefer to fix any issues you might have at our next in person visit. However, if you prefer to fulfill a return through mail rather than waiting, please let us know.