Customer Service

How do I pay for my order? Is it secure?

Our checkout process uses PayPal, one of the most trusted online payment solutions on the web.  Because of this, we have all the same securities and payment fraud protection as PayPal.com.  Before entering any personal credit card information, you will be transferred to PayPal’s secure servers. PayPal accepts Visa, Mastercard, Discover, American Express and Diners Club. You may also make payments using your bank account, but this may delay your order.

 

What is your return and exchange policy?

Returns and exchanges are accepted as long as the original item being returned is received back in the same condition as it was sent to you. Bath and body items must be unopened and in their original packaging. Buyer is responsible for all return shipping charges.

Refunds will be handled on a case by case basis. You may be asked to provide photos of the damaged merchandise to speed up the refund process. Please note that we can not be held responsible for packages lost or held up in customs. Know your country’s customs and shipping policies before you decide to place an order. Additionally, we are not responsible for any additional taxes or fees incurred in the customs process, or items lost due to a mistake in the customer-provided shipping address.

 

Where does this store ship from?

California, specifically the Bay Area.

 

Do you have a physical store?  Do you allow order pickup?

We do not have a physical location for customer pickup at this time.

 

Do you accept orders placed outside of the US?

For the most part we can ship everything almost anywhere outside the US. If you are interested in ordering but do not see your country on the list of available locations, please feel free to contact us and we will likely be able to add your location to our list.

In the case of bath and body products, please be aware of your country’s customs laws. We are not responsible for fees or any items confiscated by customs.

 

How long will it take to receive my order?

Due to the fact that many of our products are handmade to order, it can take as long as 5 business days to ship. Longer if we’re in a busy season.
Once shipped, most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks.

 

The shipping quote I was given seems off, can you help?

Yes, we absolutely can! Our shipping calculator goes by strictly weight, and isn’t always as accurate as we would like. Please contact us with a list of the items you are attempting to purchase and we’ll get an accurate shipping quote to you ASAP. Also note that any shipping overcharge of $1.00 or more will be refunded.

 

Do you offer wholesale of your products?

Yes, we do! Please contact us if you are interested in purchasing wholesale.

 

I have a question not addressed here.

Please feel free to fill out our contact form, or email us directly at glowingraptor AT gmail DOT com and we will get back to you as soon as we’re able.