FAQs

What forms of payment do you accept?

We accept Visa, Mastercard, American Express and Discover credit cards.  We also accept Direct Deposit, Wire Transfer, Cashier's Check and Money Order.

 

Do you have any payment plan options?

Unfortunately not at this time.

 

Do you accept returns/refunds?

There is a small window to cancel your order before it is shipped.  All order cancellations are subject to a 20% restocking fee, and must be made before 12:00PM PST the day after the order is placed.  Otherwise all sales are final.

 

Who do you ship with?

We ship primarily with UPS, and we have started to offer USPS shipping on smaller items.

 

What do shipping costs cover?

As glass enthusiasts ourselves, it is important that the artwork we sell is wrapped carefully before leaving our store. For shipping, we scale things properly. Our handling fee covers extensive packaging of all items sent out.  This means most item are carefully bubble wrapped and packed in a padded box, which is then packed in another padded box.  On top of that, Insurance & Adult Signature Confirmation is automatically added to all orders for your peace of mind.

 

How long will it take to get my order?

Items are shipped out the next business day (M-F) after payment has cleared.  We have assembled a map of the current estimated transit days for UPS Ground.  We will email you your tracking number with your order.

 

 

What happens if my order is damaged in shipping?

If any damaged items are received, you need to immediately take photos of the package and all contents.  Email us these photos with any other pertinent information no more than 24 hours after receipt of your delivery.  Any items that have been used or are not in their original condition may not be returned.

You can email your photos/info to RMAS@thecavesmokeshop.com to initiate the return process. Should you choose to select an item we currently have available, turn around time should be within 7 - 10 business days.  If a replacement or repair is required, the process may take anywhere from 10 - 45 business days, based on the scenario.