RETURNS & EXCHANGES
If none of these are apply to your return request, you're responsible for return shipping costs as well as subject to a 20% restocking fee.
What Happens if an Item Arrives Broken?
In the unlikely event you receive a damaged or broken item, we will replace it at no cost. Please contact us within 48 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.
If you have accidentally broken your piece, please contact us at 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.
My Order Arrived With a Defective Item...
A defect is anything that interferes with the intended function of the piece, including but not limited to:
Cracks; Leaks; Wide restrictions; Poorly-fitting joints; Decals that have holes, or are severely crooked or malformed; Blocked airflow; Unusual fragility
You have 4 days to report a defect in a piece you’ve ordered from us. Please email email@example.com 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.
What if I am Missing Items From My Order?
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 firstname.lastname@example.org with your order number and a description of what’s missing.
You have 48 hours to report a missing item from your order. Once the shortage is confirmed, we’ll issue a replacement as soon as possible.
What if I Received the Wrong Item?
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 48 hours to report an incorrect item. Once the error is confirmed, we’ll issue a replacement as soon as possible.
My Tracking Says "Delivered" But Never Arrived...
If you are claiming your entire package was not delivered or was stolen from your doorstep and USPS tracking information shows it was delivered correctly, you will need to file a claim with USPS and/or submit a police report for stolen mail. This scenario is not our responsibility to refund or replace. However, please reach out to us and we will do our best to appease the situation.
If you would like your package to be shipped with a signature requirement, you can ask us to add that to any order at firstname.lastname@example.org