7-Day Policy

Please call customer service at 214-758-0123 or email us at support@atomglassdistro.com and we will gladly assist you.
Any cancellation or change requests have done after the order is placed will be subject to a restocking fee.

Customers have 7 business days from the day that the order was received to report the following:
• Damaged items, lost packages/items, or request a return.
• If the customer is at fault (e.g. buyer’s remorse), the order is subject to a 20% restocking fee.
• Shipping charges are refunded only when the product was miss-shipped or defective upon arrival.
It is the customer’s responsibility to properly pack, ship, and insure the contents of all returned packages are sent using a traceable ground shipping method to:
Atom Glass
Dallas, TX 75229

 

This is how we handle returns on the following items:

Hardware:

Defective hardware purchased from Atom Glass can be returned within 7 days from the date of delivery. This 7-Day Warranty only covers manufacturer defects. Any other type of damage caused by mistreatment or misuse of the product will not be accepted. After 7 days of delivery, please contact the manufacturer of the product to process a return. Products that are damaged, scratched, dented or have visible wear & tear will not be accepted.

Glass Products or Water Pipes:

Damaged or broken items must be claimed within 48 hours from the time of delivery. We will not accept any claims after 48 hours and are reviewed on a case-by-case basis.
In most cases, we do not require you to mail us your defective products. A video of each defective or damaged item must be sent to support@atomglassdistro.com within 48 hours of submitting your return request online. Submitting videos are the sole responsibility of the customer. If we do not receive your videos within 7 days of your request date, your claim will be rejected and closed.

 

Product(s) should be:

In good condition within original packaging. All products, parts and accessories and the UPC Code on the exterior and received in proper condition to be able to be sold again.
• All returns will be inspected and must be 100% complete.
• Write the Return Authorization Number on the outside of the box and on a copy of the original packing slip which should be packed inside the box.
• All free items included with a specific product purchase must be returned as well to receive credit.
• If you buy by the case and it is returned with less than case quantity, the refund price will be calculated using next higher price level.
• It is the customer’s responsibility to make claims with the carrier for any proof of delivery or damage to shipment returned to Atom Glass.
• No returns can be made on items that have been opened/seal broken i.e., kratom, detox etc.; these are considered final sales.
• Credit will always be issued to the same credit card to which they were charged.
• We will issue a refund within 7 business days of receiving and processing your return. It should appear on your statement within two billing periods, depending on your billing cycle.

 

What if My Order is Missing a Few Products?

Sometimes we are out of stock on a few products and can’t get it shipped out with the rest of your order. This might be the case so check your order on the website to see if the item missing is under the unfulfilled section.
When you receive your package and you feel you are missing something, please triple check the package. We often pack items separate. If you have not received the rest of your order within 1 business day of your first delivery or heck you just want to confirm your whole order was completely processed give us a call or even a text @+1-214-758-0123

© Atom Glass 2022