Shipping and Returns Policy

Shipping

We charge flat rate shipping on each order you place. It doesn’t matter if you purchase one product or 20 products, your shipping cost is the same.

In the continental US, we charge a flat rate of $4.99, except for water pipes and large pieces (over 12”) which are $14.99 to ship. All other International orders, we charge a flat rate of $25.

Not sure what shipping rate applies to you? Don’t worry – it will be calculated automatically and shown in your cart at check out, before purchase.

Return Policy

Not quite right? Decide on a different color? We’re consumers too, we get it. I recently had to buy a replacement rug for the front door, but I had to return it because the color was not quite what I expected.

We realize that when buying glass online you may change your mind once you see the product in hand. That’s why we offer a 100% money back guarantee.

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 7 days from receiving the product. In order to return a product, you will need to first contact us to obtain an RMA number. Items returned without an RMA number will be refused and sent back.

All returns go to the following return address and reference an RMA (return material authorization which is your order# plus -R). RMA’s help us credit your account faster.

Chameleon Glass RMA XXXXXX-R
1217 W. Hatcher Rd. #31
Phoenix, AZ 85021

We’re not Amazon and not all returns are created equal, so we have a couple of return types:

I changed my mind.
You received the piece and it for whatever reason, you want to return it. No problem. Put everything back in the same shipping box and send it back. We don’t charge restocking fees, but we don’t refund shipping, payment plan charges or merchant service charges.

It arrived Broken.
Damn. You received the piece(s). Ship Happens. We try to UPS proof our packages, but, we’ve all seen the video of ‘Brown’; the UPS Quarterback, using a box eerily similar to ours to set the new distribution center Hail Mary yardage record. Sometimes, glass arrives broken, that’s why we offer Route Shipping Insurance. It’s a default selection, so, you actually have to click off to save that .98 on your $50 order. After you have exhausted this remedy, email the ‘were not going to cover it’ message from Route to support@chameleonglass.com and we’ll square you away with a shipping label and a replacement.

You received the wrong product.
You ordered a product and received something you did not order. Sorry about that, our bad. Send a picture of what you DID receive and we will send the correct item asap. You’ll find a shipping label inside the box, put the wrong item back in the box, tape the new shipping label over the old shipping label and send it back. Why a picture first? Someone else got your order and we can proactively contact that customer to correct the error.

Oops.
You received the piece, used it, it broke and you do not feel you had anything to do with the break. We use Borosilicate (Pyrex). It is an engineered material that fails in specific ways.
If the failure is smooth or curved, that is a materials or workmanship failure. Inclusions and poor technique, both invisible to the human eye can and do occur. They cause smooth cracks and breaks.
If the failure is jagged, that indicates percussive or traumatic and we may not accept these returns. Glass Breaks folks. I have heard every reason in the book. We keep a list of the good ones, like: The bowl cracked when I used a screwdriver to poke the bowl hole, it cracked when I put it in the vice in my garage, it shattered when it fell off the roof of my car, I only dropped it on my tile floor a couple of times and my personal fave, the Hacky Sack incident.
However, If you feel you have extenuating circumstances, we will of course take a look. Send a quality picture that is close enough to see the failure while still in focus and explain why the glass failed to support@chameleonglass.com

None of this describes your situation? Take a picture, send it over in an email and we’ll take a look!

We now offer Route package protection to help cover the cost of lost, damaged or stolen packages. Chameleon Glass is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

* Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.

Route FAQs

Q: What is Route?

A: Route is a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

Q: What is Route+?

Q: What if my order never arrives or is stolen?

A: To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: What if my order is damaged?

A: To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at Chameleon Glass and we will be happy to work with you to remedy the situation.

Q: What do I get when I insure my order with Route+?

A: Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Q: What are Route’s terms and conditions?

A: Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Q: How do I file a claim for my lost, stolen or damaged order?

A: If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/ . Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Q: Does Route+ cover stolen items?

A: Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.

Q: Is Route a licensed insurance company?

A: Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.graph –>

Shipping and Returns Policy