Return Policies
Contact us within 30 days of receiving your order to request an exchange or return. We offer pre-paid return labels for domestic orders. A restocking fee may apply for returns but not for exchanges. Items ending in .99 are final sale.
Pre-Orders
Pre-orders allow you to reserve an item that will be available at a later date.
As of November 6, 2025, all pre-orders are final once placed and cannot be canceled or modified, as production begins immediately after purchase.
Pre-ordered items are still eligible for exchange or return within 30 days of delivery, provided they are in original, unused condition with all packaging and accessories included.
Estimated ship dates are listed on each product page and in your order confirmation email. Please note that actual delivery dates may vary slightly based on production and transit times. For the most recent update on your preorder status, please visit the Preorder Report page.
Domestic Returns (U.S.)
Purchaser must contact us at support@glassladderco.com within 30 days of delivery to initiate a return. After receiving a return label, you have 14 additional days to return the item.
Returned products must be unused and in their original packaging (including packing slip, polybag, dust cover, etc.).
Items showing signs of wear or damage caused by the customer are not eligible for return or exchange.
Customized or embossed items are final sale.
Clearance items (including bogo promotions or items ending in .99) are final sale.
A $10 restocking fee will apply per returned item.
Shipping costs are non-refundable.
Exchanges and cancellations prior to shipment are free of charge.
If you purchased through a third-party retailer or event, please contact them directly, as we can only process returns for orders placed on glassladderco.com.
Cancellations
Orders may be canceled before shipment by contacting support@glassladderco.com. Once an item has shipped, it must be processed as a return instead.
Customized and clearance items are not eligible for cancellation.
Pre-orders placed on or after November 6, 2025, are not eligible for cancellation but remain eligible for return or exchange once received.
Exchanges
Purchaser must contact us within 30 days of delivery to request an exchange.
After receiving a return label, you have 14 days to send the original item back.
Exchanges are free within the United States. Please keep your order confirmation number for reference.
Warranty
All bags and wallets purchased directly from Glass Ladder include a one-year limited manufacturer’s warranty.
We will repair (or replace if not able to be repaired) items that show defects related to production or craftsmanship within this period.
The warranty does not cover normal wear and tear (including scratches, scuffs, fraying, or staining) or damage caused by misuse or third parties, such as shipping handlers. Please note that international customers outside of the USA will be responsible for arranging their shipment to our facility.
To file a warranty claim, email support@glassladderco.com with your order number and photos of the issue.
International Orders
International customers must contact us within 30 days of delivery to request a return. You are responsible for purchasing your own return label.
After approval, please return the item within 30 days.
Returned items must be unused and in their original packaging.
A $10 restocking fee applies to all returns.
Customs duties, import taxes, and other fees are the responsibility of the recipient and are not refundable.
Customized and clearance items are final sale.
How to File a Return or Exchange
- Email support@glassladderco.com to request a return or exchange.
- We’ll confirm eligibility and send return instructions or a prepaid label (for domestic orders).
- Once approved, return the item in its original packaging within 14 days.
- Refunds are issued to the original payment method once the item has been inspected.
Please note: sending duplicate requests or late returns may delay processing.