Shipping & Returns
SHIPPING & RETURNS
We offer a flat rate fee on all domestic US orders over $70.
For your privacy, all packages are shipped in unmarked brown or USPS boxes. Packages may include fragile stickers for safe handling, with a return address of Matchbox Philadelphia.
How long does shipping take?
In order to offer free shipping nationally to all of our customers, orders ship from Philadelphia and will take anywhere from 2-6 business days for delivery from the time the order was received. We strive to pack & ship your purchase as soon as we receive your order, & we provide you with regular tracking updates until delivery.
All orders placed before 2 pm EST on regular business days, ship out no later than the end of the following day if not earlier.
Limited international shipping is available.
At the moment, we ship to the United States, Canada and about 30 other countries. If you would like to order from us and your destination country is currently unavailable, please contact us at firstname.lastname@example.org and we will do our best to accommodate you.
What happens if an item arrives broken or defective?
In the unlikely event you receive a damaged or defective item, we will replace it at no cost. Please contact us within 24 hours of delivery with your order number and photos of the damaged item and packaging. Do not use an item that is broken upon arrival. Items showing use and in broken condition will not be eligible for free replacement &/or exchange.
RETURNS & REPLACEMENT POLICY
If for any reason you want to return or exchange an item, please review the guidelines below.
LEGAL DISCLAIMER: Although Cannabis is legal in some states, we cannot receive back any piece that has been used, regardless of what substances with which it was used or whether it has been thoroughly cleaned. If you think you'll need to return a piece for any reason, contact us before using it.
BROKEN OR DAMAGED ITEMS
If your order arrives broken or damaged, please contact email@example.com with a picture of the item next to your package with the shipping label visible. You have 3 days to report the breakage. Once we’ve had a chance to look it over, we’ll either issue a replacement or offer store credit.
If you broke your piece on accident, please contact firstname.lastname@example.org for a special one-time discount.
LEGAL NOTE: Please dispose of all broken glass carefully and responsibly. MATCHBOXPHILLY is not liable for any harm inflicted by broken glass products.
Smaller items may have shifted during transit. Please check all packaging before throwing it away. If an item or component from your order is missing from the box upon arrival, please email email@example.com with your order number and a description of what’s missing.
You have 3 days to report a missing item. Once the shortage is confirmed, we’ll issue a replacement as soon as possible.
However, if you're claiming your entire package was never delivered or was stolen from your doorstep and UPS tracking information shows it was delivered correctly, you'll need to file a claim with UPS or submit a police report for stolen mail before we process a replacement.
If you would like your package to be shipped with a signature requirement, please reach out to firstname.lastname@example.org to request that.
If you receive something other than what you ordered, please contact email@example.com with a picture of the item next to your package with the shipping label visible.
You have 2 days to report an incorrect item. Once the error is confirmed, we’ll issue a replacement as soon as possible.
A defect is anything that interferes with the intended function of the piece, including:
Decals that have holes, or are severely crooked or malformed
Unusual fragility (if you drop glass on the ground and it breaks, that is not unusual)
You have 7 days to report a defect in a piece you’ve ordered from matchbox-hilly.com. Please email firstname.lastname@example.org with your order number and a description of the defect. Depending on the nature of the defect, we may ask you to send us a picture or video. Once the defect is confirmed, we’ll issue you a store credit for the value of the piece.
Some glass item dimensions may vary slightly from unit to unit. Please keep in mind that some minor aesthetic defects fall within our acceptable quality standards and will not be eligible for replacements or refunds.
If none of these are applicable to your return request, you're responsible for the return shipping as well as subject to a 20% restocking fee.