Shipping & Delivery Policy

Shipping & Delivery Policy

Last Updated: August 4, 2026

Thank you for shopping at GlassGarden. This Shipping & Delivery Policy explains our order-processing schedule, shipping charges, estimated delivery times, tracking procedures, address requirements, international shipping terms, and how delivery issues are handled.

This policy applies to orders placed through https://glassgarden.us. Shipping availability, rates, and delivery estimates may vary according to the product, destination, carrier, package size, and applicable shipping restrictions.

Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited under applicable law.

Order Processing

Orders are normally processed within 1–3 business days.

Business days are Monday through Friday and exclude public holidays and days on which carriers or fulfillment facilities are not operating.

Processing may include:

  • Payment authorization
  • Address review
  • Product availability confirmation
  • Order preparation
  • Packaging
  • Carrier pickup or transfer

During holidays, high-demand periods, severe weather, carrier interruptions, inventory verification, or other unusual circumstances, processing may require up to 5 business days.

Processing time is separate from delivery time. Estimated delivery time begins after the order has been dispatched to the carrier.

Placing an order does not guarantee that a product remains available. If an item becomes unavailable before shipment, we will contact you and provide an appropriate option, which may include cancellation, a refund, or another solution accepted by you.

Order Confirmation

After placing an order, you should receive an order confirmation at the email address provided during checkout.

An order confirmation acknowledges that we received the order. It does not confirm shipment or final acceptance when additional payment, address, availability, fraud-prevention, or compliance review is required.

Please review the confirmation carefully and contact us promptly if any information is incorrect.

If you do not receive an order confirmation, check your spam or junk folder and verify that the email address entered at checkout was accurate.

Shipping Fee

GlassGarden charges a flat shipping fee of:

$6.90 per order

The applicable shipping charge will be displayed during checkout before payment is submitted.

If an order is shipped in multiple packages, no additional standard shipping fee will be charged solely because we divided the order into separate shipments.

Optional expedited delivery, remote-area service, oversized-item handling, international shipping, or other services may involve additional charges only when those charges are clearly displayed and accepted before checkout.

Shipping charges are generally non-refundable after an order has been shipped, except where:

  • The order is canceled before shipment
  • The entire order cannot be shipped
  • We shipped an incorrect product
  • A product is verified as damaged or defective
  • A refund of shipping charges is otherwise required by applicable law

Estimated Delivery Times

Estimated delivery times after dispatch are:

United States: 5–10 business days

International destinations: 10–20 business days

These timeframes are estimates and not guaranteed arrival dates unless a specific guaranteed service is expressly identified during checkout.

Delivery may take longer because of circumstances such as:

  • Carrier processing delays
  • Severe weather or natural disasters
  • Seasonal shipping volume
  • Transportation interruptions
  • Customs inspection or clearance
  • Remote delivery locations
  • Incorrect or incomplete delivery information
  • Security screening
  • Local service disruptions
  • Events outside our reasonable control

Weekends and public holidays are generally not counted as business days.

Product pages, checkout, order confirmations, or shipping notifications may provide a more specific estimate. Where different estimates appear, the estimate associated with the particular order and shipping destination will apply, subject to applicable law.

Shipping Delays

We make reasonable efforts to ship orders within the timeframe stated at checkout or otherwise communicated for the order.

If we cannot ship within the stated period, or within the period required by applicable law when no specific shipment time was stated, we will provide any delay notice, consent request, cancellation option, or refund required by applicable law.

When required, customers may choose whether to accept a revised shipment date or cancel the affected unshipped order for a refund.

A customer who accepts a revised shipment date may retain any cancellation right provided by applicable law if we later cannot meet that revised date.

Carrier delays occurring after timely dispatch will be investigated and handled according to the circumstances, carrier procedures, and applicable law.

Shipping Destinations

We ship to eligible addresses in the United States and to selected international destinations where shipping is made available during checkout.

The availability of shipping to a country, territory, state, region, ZIP code, postal code, PO box, military address, or remote area depends on:

  • Product type
  • Package size and weight
  • Carrier service
  • Import or export restrictions
  • Agricultural or natural-material restrictions
  • Local laws and customs requirements

If checkout does not accept a destination, we may not currently be able to ship the selected product to that location.

We reserve the right to cancel and refund an order that cannot legally or practically be shipped to the submitted destination.

Natural and Plant-Related Materials

Certain soil, substrate, moss, bark, wood, leaf litter, charcoal, dried botanical material, or other natural products may be subject to agricultural, customs, environmental, or carrier restrictions.

Availability on our website does not guarantee that every natural material can be shipped to every destination.

We may:

  • Restrict certain products by destination
  • Request additional delivery information
  • Remove a restricted item from an order
  • Cancel and refund an item that cannot be shipped lawfully
  • Divide an order into separate packages

Customers placing international orders are responsible for checking whether the destination country permits importation of the selected natural materials. This responsibility does not eliminate any disclosure, shipment, cancellation, or refund obligation that applicable law places on GlassGarden.

Shipping Carriers

Orders may be transported by USPS, UPS, FedEx, DHL, local postal services, regional carriers, specialist couriers, or other logistics providers appropriate for the order and destination.

Carrier selection depends on factors including:

  • Delivery address
  • Product dimensions and weight
  • Package fragility
  • Service availability
  • Fulfillment location
  • Delivery timeframe
  • International routing requirements

Customers cannot always select a particular carrier.

A carrier may transfer a package to another carrier or local postal provider for final delivery. Tracking information may display multiple tracking numbers or temporary gaps during these transfers.

Tracking Information

When tracking is available, a shipping confirmation email will be sent after the order has been dispatched.

The email may include:

  • Carrier name
  • Tracking number
  • Tracking link
  • Shipment date
  • Products included in the package

Tracking information may require 2–5 days to display the first carrier scan or movement after shipment. This can occur when a shipping label is created before a carrier scans the package into its network.

A temporary lack of tracking updates does not necessarily mean that the package has been lost. Contact us if tracking remains inactive beyond a reasonable period or the estimated delivery window has passed.

Split Shipments

Orders containing multiple products may arrive in separate packages.

This may occur when:

  • Products are stored at different fulfillment locations
  • Items require different packaging
  • Fragile products need separate protection
  • Carriers or shipping methods differ
  • Part of an order is available before the remaining items

Each package may have a different tracking number and delivery date.

You will not be charged an additional standard shipping fee merely because GlassGarden divides an order into multiple shipments.

A partial delivery does not necessarily mean that items are missing. Review all tracking numbers and shipment confirmation emails before contacting us.

Fragile Products

Glass terrariums, propagation tubes, vases, display domes, ceramic planters, and similar products may require additional protective packaging or separate shipment.

Please inspect fragile products promptly after delivery.

If an item arrives broken or damaged:

  • Keep the product
  • Keep the shipping carton
  • Keep all internal protective packaging
  • Photograph the damaged product
  • Photograph the internal and external packaging
  • Photograph the shipping label
  • Contact us as soon as reasonably possible, preferably within 7 calendar days

This preferred reporting period helps us investigate carrier damage efficiently and does not limit rights that cannot lawfully be waived.

Do not discard a damaged product or its packaging until we confirm that it is no longer required for review.

Address Changes

Customers are responsible for providing a complete and accurate delivery address.

Address changes should be requested within 12 hours after placing the order by contacting:

demliaterlsa@gmail.com

Include your order number and the corrected address.

We cannot guarantee an address change after processing or shipment has begun. We will not redirect a shipment if doing so is unavailable, unsafe, prohibited by the carrier, or likely to create fraud or delivery risks.

An address-change request is not effective until GlassGarden confirms the change in writing.

Incorrect or Incomplete Addresses

GlassGarden is not responsible for delays caused solely by inaccurate or incomplete information provided by the customer, except to the extent required by applicable law.

Examples include:

  • Missing apartment or unit numbers
  • Incorrect ZIP or postal codes
  • Misspelled street names
  • Invalid telephone numbers
  • Incorrect recipient names
  • Addresses that carriers cannot access

If a package is returned because of an incorrect or incomplete address, refused delivery, failure to collect, or an unavailable recipient, we may offer:

  • Reshipment after payment of applicable additional shipping costs
  • A refund of the returned product price after inspection, less non-refundable carrier or shipping charges where permitted by law

A refund generally cannot be completed until the returned package reaches the appropriate fulfillment location and is processed.

Delivery Attempts and Signature Requirements

Some shipments may require a signature because of product value, fragility, destination, carrier rules, or security considerations.

The carrier may make one or more delivery attempts or hold the package at a pickup location.

Customers are responsible for reviewing tracking updates and collecting packages within the carrier’s stated holding period.

Failure to collect a package may result in its return to the sender and may lead to additional shipping or carrier charges where permitted by law.

Delayed or Missing Packages

If a package has not arrived within the estimated delivery period:

  • Review the tracking information
  • Check for carrier notices or delivery exceptions
  • Verify the delivery address
  • Contact the carrier when appropriate
  • Contact GlassGarden at demliaterlsa@gmail.com

We may need to allow the carrier’s required investigation period before a package can be classified as lost.

Depending on the investigation and applicable law, an appropriate resolution may include:

  • Continued delivery monitoring
  • Replacement shipment
  • Refund
  • Another mutually accepted resolution

We do not guarantee that a particular remedy will be available before the carrier investigation is completed, except where applicable law requires an earlier remedy.

Packages Marked Delivered

If tracking shows that a package was delivered but you cannot locate it:

  • Check the mailbox, porch, entrance, garage, reception area, parcel locker, and surrounding property
  • Ask household members, neighbors, building staff, or reception personnel
  • Review any delivery photograph or carrier notice
  • Allow a short period for premature carrier scans when appropriate
  • Contact the carrier for delivery details
  • Contact GlassGarden if the package remains missing

A carrier’s delivered scan is relevant evidence but does not automatically determine the outcome of every claim.

We may review tracking records, delivery photographs, GPS information when available, address details, carrier findings, and other relevant information before providing a resolution.

Lost or Stolen Packages

GlassGarden will provide reasonable assistance with carrier investigations for packages that may have been lost or misdelivered.

Claims involving theft after accurate delivery may require a carrier claim, written statement, police report, building-security report, or other reasonable documentation, depending on the order value and circumstances.

We will not reject a valid claim solely because tracking displays “Delivered.” At the same time, GlassGarden is not responsible for loss caused by customer fraud, intentional misrepresentation, an unauthorized address change, or other circumstances for which the customer is legally responsible.

Nothing in this section limits rights provided by applicable law.

Refused and Unclaimed Shipments

Refusing a package does not automatically cancel an order or create an approved return.

Refused or unclaimed shipments may incur:

  • Return transportation charges
  • Storage fees
  • Customs charges
  • Carrier processing fees
  • Reshipment costs

Where permitted by law, applicable charges may be deducted from a refund when the refusal or failure to collect was not caused by GlassGarden’s error, transit damage, or a material product issue.

Please contact us before refusing delivery whenever reasonably possible.

International Shipping

International orders may be inspected by customs authorities and may be subject to import duties, taxes, brokerage charges, handling fees, or other government and carrier charges.

Unless expressly stated during checkout:

  • Import duties and destination-country taxes are not included in the product price or shipping fee
  • The recipient is responsible for applicable import charges
  • Customs authorities determine the amount and collection method
  • Customs processing may delay delivery

GlassGarden cannot mark commercial orders as gifts or declare an inaccurate product description or value.

If an international shipment is refused because of import charges, restricted materials, unavailable customs documentation from the recipient, or failure to collect, any refund will be handled after the product is returned and may be reduced by unrecoverable shipping, customs, or carrier costs where permitted by law.

Nothing in this section limits consumer rights that cannot be waived.

Shipping Restrictions

We do not knowingly ship products to destinations where shipment is prohibited.

We may cancel or restrict orders involving:

  • Embargoed or sanctioned destinations
  • Prohibited import locations
  • Products restricted by customs or agricultural authorities
  • Invalid or unverifiable delivery addresses
  • Carrier-excluded destinations
  • Transactions that present a reasonable fraud or safety concern

If we cancel an unshipped order because it cannot be fulfilled, we will refund the applicable amount paid, including shipping and other charges that applicable law requires us to return.

Product Availability

Product availability may change before an order is dispatched.

If only part of an order is unavailable, we may:

  • Ship the available items and refund the unavailable items
  • Request consent to an adjusted fulfillment plan
  • Cancel the affected portion of the order
  • Cancel the entire order when partial fulfillment is impractical

Any refund for an item that cannot be shipped will include the amounts required by applicable law.

We will not substitute a materially different product without the customer’s authorization.

Contact Information

For questions about shipping, tracking, address changes, or delivery, contact:

Store Name: GlassGarden

Operated By: STOREVIA LIMITED

Website: https://glassgarden.us

Email: demliaterlsa@gmail.com

Phone: +1 (936) 260-5549

Business Address:

Unit 809, 8/F, Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

Support Hours: Monday through Friday, 10:00 AM to 6:00 PM (GMT+8), excluding public holidays.

We aim to respond to most inquiries within 1–2 business days.

The business address above is not a retail storefront, customer pickup location, fulfillment center, or general return facility.

Changes to This Policy

We may update this Shipping & Delivery Policy to reflect changes in carriers, delivery services, fulfillment operations, product availability, or legal requirements.

Updates will be posted on this page with a revised “Last Updated” date. The shipping terms disclosed when an order was placed will generally apply to that order unless a later change is required by law or provides more favorable terms to the customer.