Please sign into your account to check your orders status. Orders ship Monday through Friday within 24 hours, orders placed on Friday evening or during the weekend will ship first thing Monday morning.
If you feel your order should have been shipped by now please contact us.
Yes, we take your privacy very serious. All orders are shipped in regular brown shipping boxes and contain no indication as to the contents. The return shipping label will read "BWG" to ensure your privacy. To see more how we protect your privacy check out our discreet shipping page!
Shipping is free for all orders ship to an address in the United States of America. We offer cheap shipping upgrades if you need your package quick too! International shipping prices are displayed during checkout. We ship worldwide.
We take your privacy very serious. All orders are shipped in regular brown or white shipping box and contain no indication as to the contents. There are no sticker or ink on the outside of the box, just a plain regular box. The return shipping label will read "BWG" to ensure your privacy. To see more how we protect your privacy check out our discreet shipping page!
We reserve the right to require a signature on any order at our discretion for security reasons. If you are underage, DO NOT order with us. We take fraud and underage orders very seriously, and are obligated to report all credit card fraud to the authorities.
We have set the standard for many years in safe glass packaging. Even helping out some of our competitions with best practices to ensure the art we are selling makes it safe! We have developed a proprietary system that has allowed us to deliver 99.7% of our shippments damage free. In the unlikely event your item arrives broken, DO NOT throw away the box or packing materials. We will need CLEAR photos of the broken items as well as the box in order to file a claim with the shipping provider.
Depending on the extent of the damage, we may issue a return-shipping label, or simply tell you to toss the broken item in the trash. In either case, a brand new replacement item will be sent out to you immediately at no cost. Our first priority is awlsy getting you taken care of ASAP.
Yes. The billing address is only used to verify the credit card information. However, we may request ID verification if the order is going to a different name than the one on the credit card in order to prevent fraudulent orders with stolen credit cards, as well as underage orders.
If you use an American Express card to pay, your order MUST be sent to the billing address. This is only for orders paid via American Express.
Contact us by phone (888) 710-1098, or by Text (mms) 503-270-0128 or email us email@example.com ASAP. Once your order is shipped the destination cannot be changed. Support is avaialbe Monday - Friday 10am - 3pm PST.
Brothers with Glass provides our clients with a very strict and secure checkout system to ensure each purchase is authentic and non-fraudulent. If you did not receive an order invoice number, then your attempted transaction was rejected. The "AVS Mismatch" or "Gateway Error" is most commonly caused by using the wrong address, if you feel you are getting this message in error please contact us.
The billing information you entered for your order has to match the information your credit or debit card company has on file for you. Street address, phone number and email address have to be perfectly matched for the transaction to go through successfully. Use only standard abbreviations such as “St, Ter, Ct, Blvd or Ave.” Any variations in billing information from what your card issuer has on record for your account may be rejected as a failed transaction. Each failed transaction attempt will result in a temporary pending charge to the listed account used. The account will never be charged the pending amount and all pending charges will take up to 24 hours to be released from the account. We highly recommend contacting your Bank or Credit Card Company to confirm all information is accurate before placing your order. If you are required to update your information with your card company, it will take 24 hours for the new billing information to be confirmed in the national database.
We stand behind our products and the way we sell them, if you are not happy return it, no questions asked! No fees, just a simple honest return policy. If for any reason you are not happy with your purchase you may return the item(s) for a full refund less shipping and handling or an exchange for an item of equal value. Any items being returned must be sent back in their original unused condition with the original packaging no later than 30 days from the delivery date. In order to return a product you will need to first contact us to obtain an RMA number. Buyer responsible for return shipping cost and any fees associated with re shipping an item if exchanging. Items returned without an RMA number will be refused and sent back. Returns do not qualify to any items that have been used and or damaged by the part of the customer as well as custom orders.
No. We absolutely 100% WILL NOT accept used product returns. If it looks or smells like it was used, it will be thrown out immediately and no refund will be issued. There are no exceptions to this policy.
If you received the wrong product(s), give us a call within 24 hours of receiving your package. Please do not use the items. If you use the items, we cannot replace them. Once you contact us, our team will decide whether to issue a return shipping label and have you send the item back, or let you keep it and send you the correct item.
We stand behind our products and the way we sell them, if you are not happy return it, no questions asked! No fees, just a simple honest return policy. If for any reason you are not happy with your purchase you may return the item(s) for a full refund less shipping and handling or an exchange for an item of equal value. Any items being returned must be sent back in their original unused condition with the original packaging no later than 30 days from the delivery date. We do not offer returns or exchanges on custom orders and select discountinued sale items when clearly marked.
You have up to 30 days to decide if you like it, as long as its unused, contact us by phone or email to set up an exchange. We will issue an RMA number and have you send the item(s) back. If the item you’d like instead is of a greater value, just pay the difference. If it’s of a lesser value, we’ll pay you the difference!
All of our photos are taken of actual products from our inventory. Please understand that all of our products are hand made by human artists, and as such may have minor variations in size, shape, or color from the ones pictured. Any variations are minimal, aesthetic, and will never affect functionality. If one of our manufactures changes a product enough that it’s very different from the previous ones, we will take new photos and edit the product listing. Most of our heady one of a kind art glass is re photoed for each item, artist like Liberty 503, HVY and other artist make glass that is so unique that it requires photoing each pipe. We make sure the pictures best represent what you will get and try to ensure you are even more impressed when your new glass arrives. We have been selling glass online since 2010 and would not still be here if we did the ol bait and swtich. With BWG what is you see is what you get or better!
Every product should have all the specs listed on the item page explaining joint type and height as well as other useful details. If you have any questions about sizing, do not hesitate to contact us. Our team will be glad to help. You can also leave a note in checkout to have us check to make sure everything fits!
Most of the time we re stock from all artist we work with every 2-4 weeks. Some we re stock weekly and others only a few times a year. It really depends on who made the glass. If its a single artist chances are its not an item that can be re stocked or will take some time. larger artist collectives and production companies restock much faster. Feel free to contact us for specifics, we also offer discounted pre orders so you don't miss out on a drop.
Yes! Currently Brothers with Glass is the only online headshop to list the country of origin on each product. We pride ourselves in being The Honest Headshop and thats why since 2016 we have make it easy to tell where your glass was made. After all its import to know what artist you are supporting!