How do I know if my order has been shipped??
When your order is ready to be shipped, you will receive a shipment confirmation email. The majority of our orders are shipped out within 5-7 business days after the order has been placed. During Holiday’s or Sales, processing can take longer. We do not guarantee to ship out 5-7 business days during these times. We do not guarantee shipping dates.
The shipping confirmation email will contain shipment details, your tracking number, and a link to the USPS site. To track the order, click on the tracking number provided in the email 24-48 hours after you receive the tracking number for an update. If the tracking has not updated, please do not call the Post Office. They will not have any additional information to provide you. Sometimes tracking does not update right away. This does not mean your order has not shipped. It simply means the post office has not scanned the package. Please allow up to 7-10 business days (USA) for your order to arrive after you received the tracking number. International orders may take 15-20 business days to arrive. If this time has passed, and your order has not been delivered, please email us at email@example.com
At times, you may receive a tracking number after normal business hours or during the weekend. This means your order has been processed and will be shipped the next business day.
If you have not received and email with your tracking number after 3 business days, please check your junk/spam inbox then contact us. Shipping emails are sent to the email address you entered at checkout when placing your order. Please be sure to enter the correct email address at checkout.
Also, please be sure your mailing address is complete and correct (including apt and house numbers) as we may not be able to change your address once the order is completed.
What shipping method do you use?
We ship via USPS (United States Postal Service) with delivery or signature confirmation. We offer first class standard shipping to the USA (5-7 business days) and (2 day priority).
International orders may take up to 15 business days or longer to arrive. You may track your order by visiting www.USPS.com.
The US Postal Service does not guarantee the delivery date and time of your package for standard/ first class mail. Guarantees are only available with Express mail. First-Class can take 3-7 days longer than normal to deliver during the holidays (especially during the month of December). OurGlass is not responsible or liable for any US Postal Service errors during transit, including damage and loss of package, and for any “reasonable” delay beyond our advertised delivery time-frames.
OurGlass does not refund shipping rates. The shipping rate is applied on the date the package is shipped, not the date the package is ordered. For more information about this policy and other shipping inquiries firstname.lastname@example.org
What is your return policy?
We will gladly accept exchanges only on clothing and unworn shoes within 3 business days of receiving your order. Items must be unused with tags intact. We will not accept any exchanges not authorized by OurGlass or that are not tagged and or used. We reserve the right not to accept an exchange for any reason. Customers are responsible for return shipping cost. We do not give refunds or credits. All sales are final. Please email email@example.com for any other questions or concerns. A representative will respond within 24-48 hours.
How is my order processed?
All orders are processed and shipped on business days only, Monday through Friday (after 5pm EST) excluding major holidays. Orders placed on Friday, Saturday, Sunday, after normal business hours or Holidays will be processed on the next business day. Most orders are processed with 24-48 hours after receipt. Longer delays may apply depending on volume and time of year. Your confirmation email from Runway Boutique will indicate an actual processing time frame.
What will happen if my package is undeliverable to my address?
First, please check the status of the tracking number provided to you. If it states your package is undeliverable, please email us at firstname.lastname@example.org and we will instruct you on how to proceed. If we get your package in the mail, we will contact you via email to request an updated shipping address so that we can resend it to you. A small return shipping fee will be invoiced to you to cover return shipping costs due to the invalid/undeliverable address provided to us. This will need to be paid prior to us re-shipping your package. Please be sure to enter your address correctly to avoid delays in receiving your order.
My tracking info shows my package was delivered, but I never received it.
OURGLASS provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS by calling 1 (800) 222-1811. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Runway Boutique does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.
Does OurGlass ship Worldwide?
Yes! We ship Internationally/Worldwide. We also ship to AFO/FPO addresses. All shipments to International, APO, FPO, and DPO addresses are sent via USPS. Please be sure your military address is complete and correct. Due to military handling time, delivery to some destinations may take up to 21 days.
What payment options do you accept?
We accept payments via credit card and paypal in US Dollars only. PayPal allows customers to pay using their credit and debit cards, PayPal account balances, and bank accounts securely without sharing your personal information. Please be sure your billing and shipping address match your card to avoid delays.
We’re Sorry, We Do Not Accept:
**Please note PayPal” ECheck” payments take an additional 5 business days to process. PayPal will not allow us to ship your order until they verify your payment has cleared.
Is OURGLASS website safe?
Items over $50 are insured against theft and accidental damage whilst in transit to destination shipping address. Once your items have been delivered to specified address, they are no longer covered by insurance.
Is my order secure?
At OurGlass we understand how important security is to you. When you place an order at www.shopourglass.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.
Does anyone else see the information that I provide to www.shopourglasss.com?
We respect your privacy. The information you provide will not be given to any third party.
Where can I buy www.shopourglass.com near me?
We are in the process of opening our Location in Atlanta, GA. Stay tuned. In the meantime, please give us a call at:
Do you accept wholesale orders?
Yes. For more information regarding wholesale orders, please email email@example.com
Do you offer Promotional / coupon Codes?
Periodically, OurGlass will offer promotional codes. One (1) Offer Code may be used per order. Coupon codes cannot be applied to sale or bundled items. Any current codes CANNOT be applied to a previous purchase. Adjustments will not be made. The coupon code is entered at check out. To ensure you are notified of any new items, sales and promotions please subscribe to the OurGlass email blast on www.shopourglass.com
How do I check on or contact someone about an order I have placed?
For questions regarding the status of your order, or any other questions, please email us at firstname.lastname@example.org
What if my order is incorrect or is missing an item?
While we try our best to process your order as quickly as possible, sometimes human errors can occur in fulfilling an order. Other times, the merchandise may be damaged during the shipping process. In these situations we want to do everything we can to fix the error as quickly as possible. If we made an error in the fulfillment of your order (e.g. you received an item you did not order), follow the instructions below.
Depending on the item you ordered and the time of year, we may be able to ship the correct item immediately. In other cases that may not be possible. The customer service representative responding to your claim will let you know what we can do and the time frame in which we can do it. In either case, we will need the incorrect item returned to us in new, sealed and unused condition. Go to our Return Policy for more details about returning your package.
All items are thoroughly checked and weighed prior to shipping. If an item is damaged, missing pieces or wrong item sent in shipping, please contact us within 24 hours from the date you received the package. Please be sure you checked the entire contents of your package, including the tissue paper as items may be wrapped. If you do not contact us within 24 hours, Runway Boutique will not be responsible for the items.
After my order is submitted, can I make changes to it or cancel it?
We will attempt to make the change to your order within the same day your order is made. Please keep in mind if you are attempting to make a change to an item (choosing a different color), please be sure it is of equal or lesser value. Depending on our volume and time of year, we may not be able to make any changes. If you make an error or you want to cancel your order after it has been processed and shipped, we’re sorry but we will not be able to cancel the order or issue a refund. Please email email@example.com
Will you repair any defective items?
No we do not pay to repair defective items. However, you can return the items to www.shopourglass.com, and we will ship you a non defective item. We will also cover the cost to return the item. Before returning any items to www.shopourglass.com please email firstname.lastname@example.org.
Will you pay/reimburse for any cost to repair a defective item?
No. www.shopourglass.com does not cover any cost to pay or reimburse defective items.
Additional information regarding orders
We reserve the right to refuse to process and order due to suspected fraud or unauthorized or illegal activity. If such is the case, we may reject your order. Our customer service department may email you at the email address you provided to confirm your order. We also reserve the right to cancel any accounts or refuse to ship to certain addresses due to suspected fraud or unauthorized or illegal activity. To avoid delays, please be sure your name, billing and shipping address matches the card you are using. We reserve the right to cancel any order using any promotion or promotional code, at our sole discretion. If any order cancellation occurs you will be credited in full for the cancelled order(s) and your order will not be shipped. We take these measures to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity.