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FAQ

Frequently Asked Questions

Frequently asked questions about your privacy

Frequently asked questions about shipping & delivery

Frequently asked questions about our products

Frequently asked questions about your privacy

Does TooHotGlass.com use discrete shipping methods?

The answer is YES! TooHotGlass understands that our customers want their products to be delivered with discretion. We use USPS.com provided boxes and packaging. There is no reference to glass, or any other product that we sell, anywhere on the package. The return address uses the abbreviation "THG" along with our return address.

Do I have to create an account with TooHotGlass.com to place an order?

No, you do not have to create an account with TooHotGlass to place an order. We have implemented a "Guest" account feature for anonymous ordering. However, creating an account does have it's perks. First, creating an account will let you keep track of your order. Status changes, messages from us, and delivery confirmation are all features you get with an account. You can also save products in your "pouch" for later ordering.

Will my personal information be safe and secure with TooHotGlass?

Simply, yes. TooHotGlass does not sell or distribute any information given to us. Your credit card information is not stored on our server, and is never actually given to us. All account, checkout, and payment pages are hosted using a 256-bit encryption SSL connection. Your information is safe.

Frequently asked questions about shipping & delivery

I chose the 2-3 day delivery option. It's been 3 days. Where's my package?

We get this one a lot. USPS offers a service called Priority Mail, which states it will deliver your package anywhere in the Continental United States within 2-3 days. Sometimes quicker. Alaska, Hawaii, and other outlying areas take longer. TooHotGlass also includes an additional 2-3 days for processing of your order. Also, be aware that Sunday is not an operational day, and another day should be included to account for it. In most cases, your package will arrive in about a week. If there are any problems with your order, your order will be delayed! Please log in to check the notes on your order, and check the email you have given us. Check to make sure the email you gave us is correct too. If your order is taking much longer than a week, and tracking hasn't been provided yet, send us an e-mail using the Contact Us form.

What is your policy on refunds or returns?

If for whatever reason you decide you don't want the items you ordered, send it back to us within 7 days of receiving the package. Make sure to package it exactly how it was when it was sent to you. Even use the same box if able. If the box was destroyed, your local post office has boxes free of charge for you to use. Package the items well so they don't break in transit. Include in the return package, a note requesting a refund on the original packing slip, and a brief explanation why you would like to return the items. We would like to use this info to improve service in the future.

The USPS.com tracking shows that my package has been delivered, but I don't have the package. Where is my package?

In the rare circumstance that your package didn't actually make it to you, but the tracking shows that it was delivered, CALL YOUR POST OFFICE IMMEDIATELY! Give them tracking number, and let them know that you didn't receive the package. The post office will look into why your package was not delivered to you. In most cases, the fault is with USPS, and they have mis-delivered your package. You can check, by logging in to your account, and make sure the delivery address is correct. We have seen before, the address given to us had one small typo which resulted in the package being delivered to a neighbor!

My item arrived damaged or broken. What do I do now?

Take a good photograph of the unused broken product and email it to sales[at]toohotglass.com within 7 days. Include your order number for easy reference. TooHotGlass will respond with a resolution which may include a replacement, a refund, or store credit.

Frequently asked questions about our products

Do you take custom request orders?

As of now, no we do not. We are looking to offer this to our customers in the future. Please check back.

Will I receive the exact item pictured?

In most cases, yes. A lot of our items are one of a kind, exactly the same, or so closely similar that the differences are negligible. If there are big differences, you will usually have an option to choose before adding it to your cart.

How can I choose the color I want?

Sometimes our products are offered in an assortment. If you want a specific color, please use the Contact Us form asking for the specific color. For best results, include the Top 3 options you would like. That way if your color is not available we can try to get you the next one on the list.