FAQ
1. About Orders Q: How do I cancel or modify my order? A: Please contact us as soon as possible at info@glassmermaids.net with your order number. We can cancel or modify your order at no cost if it has not yet been processed for shipment. Once an order has shipped, it cannot be cancelled. Please refer to our Return Policy after delivery.
Q: How can I check the status of my order? A: Once shipped, you will receive a confirmation email with a tracking number. You can track your package in real-time via the link in that email or directly on the carrier's website (e.g., USPS, UPS).
2. About Shipping Q: Where do you ship to and how long does it take? A: We currently ship only to the contiguous 48 United States. All orders qualify for FREE standard shipping. The estimated total delivery time is 5 to 10 business days, which includes 1-3 business days for order processing and 4-7 business days for shipping transit. Expedited shipping is not available at this time.
Q: My tracking says "delivered" but I haven't received my package. What should I do? A: Please first check around your delivery area, with neighbors, and in any secure locations. If you still cannot locate it, please allow 1-2 business days after the "delivered" status. If the package has not arrived, contact us with your order number, and we will initiate an investigation.
3. About Returns & Refunds Q: How do I return an item? Is return shipping free? A: You have 30 days from delivery to request a return. Contact us via email to get a free prepaid return shipping label and authorization. Items must be in new, unused condition with original tags and packaging.
Q: How long does it take to get a refund? A: After we receive and inspect your return, a refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank to process the refund, which may take up to 5-10 additional business days.
4. About Payments Q: What payment methods do you accept? A: We accept Visa, MasterCard, American Express, and Discover credit/debit cards. All payments are processed securely through an encrypted system.
Q: Are taxes and shipping included in the price? A: Product prices are listed in USD and do not include tax. Sales tax is calculated at checkout based on your shipping address. Shipping is free for all orders to the contiguous U.S.
5. About Your Account & Security Q: Is my payment information secure? A: Absolutely. Our website uses SSL encryption, and all payments are processed through PCI DSS-compliant payment processors. We never store your full card details on our servers.
Q: I forgot my account password. What do I do? A: Click the "Forgot Password" link on the login page and follow the instructions to reset your password via your registered email address.
Need More Help? If your question isn't answered here, please don't hesitate to contact us:
- Phone: (281) 326-3000
- Email: info@glassmermaids.net
- Business Hours: Tuesday–Friday 10:00 AM – 6:00 PM; Saturday 10:00 AM – 4:00 PM (Closed Sundays & Mondays)