Returns & Policies
**All orders placed 11/1-12/25 are eligible for our extended Holiday return/exchange period. Contact us within 45 days of delivery to request a return or exchange**
Contact us within 30 days of receiving your original order to exchange/return. We offer pre-paid return labels. A restocking fee may apply for returns but not exchanges.
DOMESTIC POLICY (USA)
Purchaser must contact us within 30 days after original order has been delivered, after receiving a return label you have additional 14 days to get the item back to us. If you do not follow these guidelines, we will be subject to deny your return request. If you send an item back without filling out our return form (located on the returns page!) or against our guidelines… for example: sending back an item past the accepted return times, we reserve the right to retain the item and cancel your return request. Return requests must be made within 30 days of the order delivery, and shipped back within 14 days of receiving a return label. Any product you return must be in the same condition you received it and in the original packaging, including but not limited to the packing slip, plastic polybag, dust cover, etc and the product MUST BE UNUSED. Damages made by the customer are not within our policy, and unfortunately do not warrant an exchange or refund. Customized items are final sale. No refunds or exchanges on customized items or clearance items. PLEASE NOTE: Seller is not responsible for any fees imposed by the recipient's country, such as: importing fees, taxes, or customs duties. A restocking fee of $10 will be charged for each item that is returned to help offset the fees we incur with this. Shipping costs are also not refundable because these funds are given directly to carriers for shipment costs. Exchanges or order cancellations are free. The restocking fee for all returned items will be deducted from the total refund. If you did not purchase directly from our website and have purchased from a 3rd party such as a subscription box, a charity event, a retail store, etc. we are unable to assist you with returns or exchanges. Please contact the party that you purchased from directly to handle any requests of this matter.. PLEASE NOTE: If you choose to emboss / personalize your item, please know this is final sale and can not be returned or exchanged.
CLEARANCE ITEMS (ANYTHING MARKED 40% OFF OR OVER) INCLUDING BUY ONE, GET ONE FREE SALES ARE FINAL SALE AND NOT ELIGIBLE FOR RETURNS.
Purchaser must contact us to cancel an order before the order has shipped. If you contact us within the appropriate time we will process you cancellation and issue a full refund as soon as possible. If you would like to cancel an order after the item is shipped, you will need to process a return. Items that are clearance or customized are not eligible for cancellations.
Purchaser must contact us within 30 days after original order has been delivered, after receiving a return label you have an additional 14 days to get the item back to us. Please keep the order confirmation number on file in order to be eligible for an exchange.
All products are protected under our manufactorer's warranty for a period of one year. Any damage that a product incurs as a result of production error can be replaced throughout that timeframe. Ineligible damages include: stains, tears, rips, scuffs, fraying etc caused by personal use or another party (i.e. bag carriers, concierge etc). If a product does demonstrate damages that may have been caused during manufactoring please contact us at email@example.com for assistance.
Purchaser must contact us within 30 days after original order has been delivered. International customers are responsible for purchasing their own return labels. After contacting our support team, you have 30 additional days to get the item back to us. If you do not follow these guidelines, we will be subject to deny your return request. If you send an item back without filling out our return form (located on the returns page!) or against our guidelines... for example: sending back an item past the accepted return times, we are reserve the right to retain the item and cancel your return request. Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt. Items on clearance are not eligible for returns. Customized items are final sale. No refunds or exchanges on customized items. PLEASE NOTE: SELLER IS NOT RESPONSIBLE FOR ANY FEES IMPOSED BY THE RECIPIENT'S GOVERNMENT SUCH AS IMPORTING FEES, OR TAXES AND DUTIES. A RESTOCKING FEE OF $10 WILL BE CHARGED FOR EACH ITEM THAT IS RETURNED. EXCHANGES AND CANCELLATIONS HOWEVER ARE FREE. THE RESTOCKING FEE FOR ALL RETURNED ITEMS WILL BE DEDUCTED FROM THE TOTAL REFUND. Please note our policies for international orders are slightly different to accommodate customs issues and lengthy shipping times.
CLEARANCE ITEMS (ANYTHING MARKED 40% OFF OR OVER) INCLUDING BUY ONE, GET ONE FREE SALES ARE FINAL SALE AND NOT ELIGIBLE FOR RETURNS.
Purchaser must contact us to cancel an order before the order has shipped. If you contact us within the appropriate time we will process you cancellation and issue a full refund as soon as possible. If you would like to cancel an order after the item is shipped, you will need to process a return. items that are clearance or customized are not eligible for cancellations.
Purchaser must contact us within 14 days after original order has been delivered, after receiving a return label you have an additional 30 days to get the item back to us. Please keep the receipt and order confirmation number in order to be eligible for an exchange. Seller is not responsible for any shipping cost (taxes & duties, shipping supplies, etc.). Please note our policies for international orders are slightly different to accommodate customs issues and lengthy shipping times.
How Do I File For A Return?
We are happy to help you with the return process! please view the above section and refer to the Domestic Policy if your order was shipped within the United States or International Policy if your order was shipped to somewhere outside of the USA. Please review this in detail to see if you are eligible for a return! If you are eligible for a return you can then proceed to fill out an official return request form. Once you submit the official request we will review your request to make sure you are within the policy and if so we will send you an email with instructions. If not, we will still reach out via email to notify you why you did not fall within our policy. Within 1-2 days of approval you should receive a return label emailed to you separately. Please return the item in ORIGINAL packaging and condition by following the instructions below. The package must be returned to us within 14 days of receiving the return label. If an item is received later than 14 days, we reserve the right to keep the item and void the refund.
Once you receive the prepaid label, please:
1.) print out the label on any regular printer
2.) place over the original label on the bottom of the box
3.) tape securely to the package, and tape closed the package
Once we receive the item, we will notify you and proceed to refund your full purchase. If at any point you have questions, please feel free to email us with your concerns. We look forward to assisting you with this return and apologize for any inconvenience you may have experienced with your order. Please note, we will send all customers return labels to ship back the item if you fall within our policy.
If you experience any issues with the link above, please copy and paste this url into your browser:
How Do I File For An Exchange?
We are happy to help you with the return process! Please visit the return page to fill out a return / exchange request. Once you submit the official request we will send you an email with instructions.
If you experience any issues with the link above, please copy and paste this url into your browser:
This website is operated by glass ladder & co.. throughout the site, the terms “we”, “us” and “our” refer to glass ladder & co.. glass ladder & co. offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
by visiting our site and/ or purchasing something from us, you engage in our “service” and agree to be bound by the following terms and conditions (“terms of service”, “terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. these terms of service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
please read these terms of service carefully before accessing or using our website. by accessing or using any part of the site, you agree to be bound by these terms of service. if you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. if these terms of service are considered an offer, acceptance is expressly limited to these terms of service.
any new features or tools which are added to the current store shall also be subject to the terms of service. you can review the most current version of the terms of service at any time on this page. we reserve the right to update, change or replace any part of these terms of service by posting updates and/or changes to our website. it is your responsibility to check this page periodically for changes. your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
our store is hosted on shopify inc. they provide us with the online e-commerce platform that allows us to sell our products and services to you.
SECTION 1 - ONLINE STORE TERMS
by agreeing to these terms of service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
you may not use our products for any illegal or unauthorized purpose nor may you, in the use of the service, violate any laws in your jurisdiction (including but not limited to copyright laws).
you must not transmit any worms or viruses or any code of a destructive nature.
a breach or violation of any of the terms will result in an immediate termination of your services.
SECTION 2 - GENERAL CONDITIONS
we reserve the right to refuse service to anyone for any reason at any time.
you understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. credit card information is always encrypted during transfer over networks.
you agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the service, use of the service, or access to the service or any contact on the website through which the service is provided, without express written permission by us.
the headings used in this agreement are included for convenience only and will not limit or otherwise affect these terms.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
we are not responsible if information made available on this site is not accurate, complete or current. the material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. any reliance on the material on this site is at your own risk.
this site may contain certain historical information. historical information, necessarily, is not current and is provided for your reference only. we reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. you agree that it is your responsibility to monitor changes to our site.
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
prices for our products are subject to change without notice.
we reserve the right at any time to modify or discontinue the service (or any part or content thereof) without notice at any time.
we shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the service.
SECTION 5 - PRODUCTS OR SERVICES (IF APPLICABLE)
certain products or services may be available exclusively online through the website. these products or services may have limited quantities and are subject to return or exchange only according to our return policy.
we have made every effort to display as accurately as possible the colors and images of our products that appear at the store. we cannot guarantee that your computer monitor's display of any color will be accurate.
we reserve the right, but are not obligated, to limit the sales of our products or services to any person, geographic region or jurisdiction. we may exercise this right on a case-by-case basis. we reserve the right to limit the quantities of any products or services that we offer. all descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. we reserve the right to discontinue any product at any time. any offer for any product or service made on this site is void where prohibited.
we do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the service will be corrected.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
we reserve the right to refuse any order you place with us. we may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. these restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. in the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. we reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
you agree to provide current, complete and accurate purchase and account information for all purchases made at our store. you agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
for more detail, please review our returns policy.
SECTION 7 - OPTIONAL TOOLS
we may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
you acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. we shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
we may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). such new features and/or services shall also be subject to these terms of service.
SECTION 8 - THIRD-PARTY LINKS
certain content, products and services available via our service may include materials from third-parties.
third-party links on this site may direct you to third-party websites that are not affiliated with us. we are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
we are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
if, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. we are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
we may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these terms of service.
you agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. you further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the service or any related website. you may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. you are solely responsible for any comments you make and their accuracy. we take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 - PERSONAL INFORMATION
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
occasionally there may be information on our site or in the service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. we reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
we undertake no obligation to update, amend or clarify information in the service or on any related website, including without limitation, pricing information, except as required by law. no specified update or refresh date applied in the service or on any related website, should be taken to indicate that all information in the service or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES
in addition to other prohibitions as set forth in the terms of service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the service or of any related website, other websites, or the internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the service or any related website, other websites, or the internet. we reserve the right to terminate your use of the service or any related website for violating any of the prohibited uses. The photos, company information, and designs used on this website are legally protected from copyright or theft. I acknowledge that if I purchase an item from this website with the intention of reproducing this item I will be liable in court for intellectual property theft. I understand that if I am found guilty of this that I can be fined up to 150,000 per infringement (designs, logos, images, etc.)
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
we do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
we do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
you agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
you expressly agree that your use of, or inability to use, the service is at your sole risk. the service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
in no case shall glass ladder & co., our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION
you agree to indemnify, defend and hold harmless glass ladder & co. and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these terms of service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY
in the event that any provision of these terms of service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these terms of service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION
the obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
these terms of service are effective unless and until terminated by either you or us. you may terminate these terms of service at any time by notifying us that you no longer wish to use our services, or when you cease using our site.
if in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these terms of service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our services (or any part thereof).
SECTION 17 - ENTIRE AGREEMENT
the failure of us to exercise or enforce any right or provision of these terms of service shall not constitute a waiver of such right or provision.
these terms of service and any policies or operating rules posted by us on this site or in respect to the service constitutes the entire agreement and understanding between you and us and govern your use of the service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the terms of service).
any ambiguities in the interpretation of these terms of service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW
these terms of service and any separate agreements whereby we provide you services shall be governed by and construed in accordance with the laws of po box #13285, 1133 camelback street,, newport beach, ca, 92658, united states.
SECTION 19 - CHANGES TO TERMS OF SERVICE
you can review the most current version of the terms of service at any time at this page.
we reserve the right, at our sole discretion, to update, change or replace any part of these terms of service by posting updates and changes to our website. it is your responsibility to check our website periodically for changes. your continued use of or access to our website or the service following the posting of any changes to these terms of service constitutes acceptance of those changes.
SECTION 20 - CONTACT INFORMATION
questions about the terms of service should be sent to us at firstname.lastname@example.org.
SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
when you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
when you browse our store, we also automatically receive your computer’s internet protocol (ip) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): with your permission, we may send you emails about our store, new products and other updates. we will not redistribute your information to third parties.
SECTION 2 - CONSENT
How Do You Get My Consent?
when you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
if we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
HOW DO I WITHDRAW MY CONSENT?
if after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at email@example.com.
SECTION 3 - DISCLOSURE
we may disclose your personal information if we are required by law to do so or if you violate our terms of service.
SECTION 4 - SHOPIFY
our store is hosted on shopify. they provide us with the online e-commerce platform that allows us to sell our products and services to you.
your data is stored through shopify’s data storage, databases and the general shopify application. they store your data on a secure server behind a firewall.
if you choose a direct payment gateway to complete your purchase, then shopify stores your credit card data. it is encrypted through the payment card industry data security standard (pci-dss). your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. after that is complete, your purchase transaction information is deleted.
all direct payment gateways adhere to the standards set by pci-dss as managed by the pci security standards council, which is a joint effort of brands like visa, mastercard, american express and discover.
pci-dss requirements help ensure the secure handling of credit card information by our store and its service providers.
SECTION 5 - THIRD-PARTY SERVICES
in general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
however, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
for these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
in particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. so if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
as an example, if you are located in canada and your transaction is processed by a payment gateway located in the united states, then your personal information used in completing that transaction may be subject to disclosure under united states legislation, including the patriot act.
when you click on links on our store, they may direct you away from our site. we are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
SECTION 6 - SECURITY
to protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
if you provide us with your credit card information, the information is encrypted using secure socket layer technology (ssl) and stored with a aes-256 encryption. although no method of transmission over the internet or electronic storage is 100% secure, we follow all pci-dss requirements and implement additional generally accepted industry standards.
here is a list of cookies that we use. we’ve listed them here so you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, allows shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, persistent for 30 minutes from the last visit, used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite if the shop has a password, this is used to determine if the current visitor has access.
SECTION 7 - AGE OF CONSENT
by using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
if our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
if you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our privacy compliance officer firstname.lastname@example.org
[re: privacy compliance officer]