Refund policy

Return Policy

All sales are final.  Lions Den Glass does not accept returns, due to the nature of products and to eliminate our risk of selling tampered products, we are unable to accept returns. 

If any damaged items are received, you need to immediately take photos of the package and all contents.  All contents must be new and unused. Call 978-677-7867 or Email Lions Den at (emily@lionsdenglass.com) photos with any other pertinent information no more than 24 hours after receipt of your delivery. Any damaged items that have been used or are not in their original condition may not be returned

Refund Policy

We do not typically accept refunds and exchanges. You must email us seeking refund or exchange approval at: emily@lionsdenglass.com.

If we are out of stock of an item that you ordered or if your order is cancelled before it is shipped then a refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchanges

We only exchange certain items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: emily@lionsdenglass.com. Not all items are eligible for an exchange, even if they are defective. Some products hold a warranty that must be redeemed by the customer directly from the company. 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

*Please note: USPS Shipping timelines are not guaranteed*

Once an order has shipped we are no longer responsible for how long an order takes to deliver to you. There are many factors that can affect shipping timelines, including weather, postal courier errors, etc. We will ship your order in accordance with the timelines stated above. We will also be more than happy to open an investigation for you, but we cannot reship or refund an order that has been shipped. 

International Orders

We have not experienced an incidence of product seizure in customs.  We do everything we can to assist your shipment through your country's customs.  However, if seizure of your shipment does occur, we will NOT be held liable for any shipments held at customs.  Customers located outside the U.S.A., please order at your own risk. We will not provide SDS or MSDS forms on any packages that are shipping domestically to a forwarder.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at: emily@lionsdenglass.com.