We wanted to make your holiday shopping easier than ever before so we've compiled all the NEED TO KNOW information into one place. 

HOLIDAY SALE & MARKDOWNS

• STARTS: November 1st at 4pm PST / 7pm EST
• ENDS: November 30th at 11:59pm PST
• DEALS: Various sitewide markdowns up to 70% off. Use the code HOLIDAY to take 20% 

Frequently Asked Questions 

What is the minimum order amount to receive free shipping?

During this holiday promotion, we will be offering free shipping on orders over $25

Do you offer gift wrapping options?

YES! For the first time ever, we are offering gift wrapping options. We have boxes and bags for additional purchase that will be made available on our website within the next two weeks. 

Gift Bags: Available 11/16

Gift Boxes: Available 11/26 (estimated)

How do I know which size box or bag to get?

 
Our Purse hooks and GLC Key Chains come pre-packaged in a small white gift box, perfect for gift giving! 

How much will gift boxes / bags cost?

***Please note that the cost of all gift wrapping options are final sale and are ineligible for returns / refunds***

Will the gifting options come assembled?

Gift Bags do not come assembled, but we do include tissue paper with your purchase! You can think of the gift bags as a perfect DIY gifting option, assembly will be required upon receipt. The Gift BOXES come pre-assembled. This is the perfect option for mailing a gift directly to your recipient! The gift boxes come assembled with your item packaged inside with tissue paper. Our gift boxes are very high quality great to re-use for storage around the house. If you choose to recycle them, they are curb side recyclable.

Do you offer price matching?

Unfortunately we are not able to offer price matching. The pricing at the time of purchase is the final cost for that order. We offer unique incentives and benefits for each sale! As a small business, this is just not something we are able to offer.

Can I make changes to or cancel my order?

Yes! As long as your order has not shipped yet we can make changes such as color, item, shipping address, etc. We can also cancel an order if it has not shipped out yet. Once an order has been shipped we are unable to make changes. After that point, we would be happy to process an exchange or return to make any adjustments for you!

Can I ship the items in my order to multiple addresses? 

Yes! To use this feature simply go to your cart and select "SHIP TO MULTIPLE ADDRESSES"! It will then allow you to choose which item(s) go to which address. This is a perfect way to send your gifts directly to the recipients! 

Can I put a gift message?

Absolutely! Just select "Is this a Gift?" in your shopping cart! It will allow you to add a TO, FROM, and a GIFT MESSAGE up to 500 characters.

Can I hide the price from my gift recipient?

Definitely! Our prices are automatically hidden on packing slips to ensure gift recipients do not receive this information for a discreet gifting experience. You are not required to do anything to hide the pricing information since this is the default on our packing slips. The retail price will be listed on the retail tag affixed to the item however.

How do I make a return or exchange? How long do I have?

Great question! We offer an extended return/exchange period for the holidays! These timelines are calculated from the day you receive your package (not the day you placed your order. We provide 45-day return and exchange period for holiday purchases made between 11/1/2020 and 12/24/2020. To process an exchange or return simply contact us through our chat widget for help!

Please be sure to provide the correct email address that was used to place the order, this is how our customer service team will contact you! Within 24 hours you should have a response from our customer service team offering further instructions for your request. If you DO NOT see an email within 24 hours please CHECK YOUR SPAM, PROMOTIONS, and ALL MAIL folders in your inbox. To avoid having our emails filtered, please save the email address support@glassladderco.com to your contacts.

Are return labels provided?

Yes! For all domestic (USA) customers, we offer free return labels. All you have to do is print the label, place it on your package, and drop it off at your local post office or schedule a pick up request with your mail carrier.

What is a restocking fee?

We do our best to offer top-notch customer service at Glass Ladder & Co! As a small business, it gets difficult to compete with big-box retailers. We offer free shipping, no taxes, AND free return shipping for our customers! We also incur warehouse frees to process exchanges and returns, including new packaging shipping, materials, staffing, etc. When we receive returns we have to deduct a $10 restocking fee to accommodate for a portion of these costs. We do however waive this fee for exchanges! As we expand, we are working to choose the best policies and options for our customers. In order to provide free returns shipping, we have to impose a restocking fee. We understand restocking fees are not ideal but we hope you understand that in order to provide all these wonderful comps for our customers, we must charge a restocking fee at this time. 

Do you offer any financing options?

Yes! We offer two different financing options through Klarna, we also have ShopPay installments, and payments through PayPal!

1. “Slice it in 4”: Spread your payments out over the next 2 months! ZERO % interest rate, no credit run or application required. This will slice your payment into 4 equal payments every 2 weeks. Klarna reserves the right to process a "soft credit pull" which will not affect your credit. They also reserve the right to report delinquent payments in the event that you do not process subsequent payments.
2. Klarna Credit Line: This option allows for Flexible Month to Month Payments and is essentially a credit card. This option does require an application and may affect your credit score. This option allows for more flexibility because there is no fixed term, you are only required to make your minimum payment (which is calculated based on your credit score, reported income, and purchase value). This option also does have interest applied to your purchase. The standard interest rate for Klarna Credit is 19.99% APR and is also based on your application information. Klarna Credit Lines are issued by WebBank and start with a minimum line of at least $300, but you may be approved for a higher limit based on your credit score and other provided info.

You can read the full terms regarding Klarna Credit accounts HERE! To learn more about both of these financing options read our blog post here!

SHIPPING TIMELINES

How long will it take an order to ship after purchase?

We do ask that you expect a 2-3 business day timeframe for us to fulfill an order. Business days are Monday - Friday. We know that this is going to be a very busy holiday season, and we will be doing our best to get orders out as quickly as we can. Please NOTE: If you purchase a gift box please note we have a 3-4 days for processing time for gift wrap.

When do I need to order by to receive it in time for Christmas?

For domestic orders (USA):

• Place your order by 12/13 to guarantee delivery in time for Christmas Day when using our free shipping option, UPS ground or USPS priority mail. 
• Place your order by 12/15 for expedited UPS shipping services. 

For International Orders:

• Place your order by 12/10 to guarantee delivery in time for Christmas Day and be sure to select DHL EXPRESS Worldwide shipping option!

*Note: While we can offer suggested purchase times we cannot guarantee arrival dates by Christmas for international purchases!*

CUSTOMER SERVICE HOURS

What are your customer service hours during holidays this year?

Our customer service team is here to help! Our team will respond to all inquiries within 24 hours. We know your questions are important and we will be responding to those promptly. We do have a few days when our support desk will be closed, but our team will get back to you as soon as we return to work. Our WAREHOUSE will also be closed on these days:

Those closure dates are as follows….

• November 26: Thanksgiving Day: For a few hours, we will close our support desk from 1pm PST, until 7pm PST 
  
• December 24: Christmas Eve: We will close our support desk for the day at 2pm PST.
  
• December 25: Christmas Day: Our support desk will be closed for the entire day so our team can enjoy time with their families! We will return to the office on 12/26 at 9am PST.
• December 31: New Year's Eve: We will close for the day at 6pm PST
• January 1: New Year’s Day: We will open the support desk at 12pm PST. 

Still have questions? Contact our support team at support@glassladderco.com or contact us through our LIVE CHAT feature on our website and our team will be happy to help!