Refund policy

Returns
Wilderness Glass does not accept returns, but please reach out and let us know if there is a problem with your order. 

Undeliverable Packages
Packages returned as undeliverable will be refunded minus the shipping cost once the package is in hand. 

Late Packages
All orders are confirmed by email, and will have a tracking number attached so that you can track your package. The US Postal Service considers a package late when there has been no movement for seven days. Customer can open a missing package search with the USPS at this time. Feel free to reach out so we can help monitor the situation. 

Lost Packages
Customer is responsible for providing information related to the order (such as name it was placed under, order number, confirmation of shipping address, etc.) within 48 hours of receipt of request. Packages are not deemed lost until 15 days have past the expected delivery date. This rule is per USPS and private insurance guidelines. Once the 15 days have passed, we will file a missing package claim for you through our own insurance. You will be required to confirm the claim by clicking on a provided link. Once we are notified that the claim has been approved, we will send out a replacement. For products that are no longer available, we will issue a refund. Please understand that we are not responsible for lost packages, we are providing this service as a courtesy. 

Missing or Stolen Packages
Wilderness Glass is not liable for packages once tracking shows they have been delivered. Please monitor your tracking and be available for delivery if theft is a concern. If a package is marked delivered but cannot be found, USPS must be contacted directly for delivery verification, including GPS confirmation. Wilderness Glass does not investigate, replace, or refund missing or stolen items after delivery. 

Packages Shipped to Wrong Address
Packages are shipped to the addresses shown on the order. Wilderness Glass is not responsible for packages shipped to incorrect addresses that were provided by the customer. If we receive a package back from an incorrect address, customer is responsible for the additional shipping fee for it to be sent to the correct address.  

Damaged Packages
Customer is responsible for providing information related to damaged package (such as name it was placed under, order number, confirmation of shipping address, etc.) within 48 hours of receipt of request. You will be required to submit multiple, in-focus photos of the damage, and confirm the claim by clicking on a provided link. Once Wilderness Glass has been notified that the claim has been approved, we will send out a replacement for the damaged items. For products that are no longer available, we will issue a refund. Please understand that we are not responsible for damaged packages, we are providing this service as a courtesy. 

Custom Orders
We may be able to accommodate custom orders if we have the requested items in stock. We no longer create custom designs, or create designs on demand.