Frequently Asked Questions

Add the items you want to your cart, then go to checkout. Enter your shipping details, agree to the terms, and choose a payment method. Most items are made to order, so please allow the shipping window shown at checkout. Browse our full collection to get started, or reach out on the Contact Us page any time.

Checkout is processed through Authorize.Net, a trusted payment gateway that uses SSL encryption and meets PCI DSS security standards. We don't store your card details. Make sure your billing address matches the address on file with your card issuer — mismatched addresses can delay or cancel an order automatically.

We currently ship within the USA only. Most items are made to order, so production and shipping time can vary. If you haven't received a tracking update within 28 days of ordering, please contact us and we'll look into it right away. You can also check progress anytime on the Order Status page.

Go to the Order Status page and enter your order number along with the email used at checkout. "Processing" means your order is still being prepared; "Fulfilled" means it has shipped, and you'll see a link to carrier tracking. Tracking info can take up to 24 hours to update after your order ships.

Not currently — we only ship to addresses within the USA.

Items can be returned within 7 days of delivery if they're unopened, unused, and in original condition, along with proof of purchase. Full details are on our Return / Exchange Policy page. To start a return, email us or use the Contact Us page with your order number and the reason for the return — photos are welcome if something arrived damaged.

Shipping costs aren't refundable, and a 15% restocking fee applies to returned (non-canceled) orders. Once we've received and inspected the item, we'll email you the outcome, and any approved refund is issued back to your original payment method.

Ninety Nine pieces are fully functional glass items with a small visual flaw or blemish. Each one is marked with the Ninety Nine logo and priced accordingly. Browse the Ninety Nine collection to see current pieces.

Ninety Nine items are discounted and sold as final sale. Exchanges may be available on a case-by-case basis, but refunds are not offered on these items.

We're not currently taking custom orders. In the meantime, explore our Kustom collection for pre-made pieces with a stronger visual identity, or email us to be added to the list and we'll notify you when custom work reopens.